{"id":12323,"date":"2024-01-09T12:16:41","date_gmt":"2024-01-09T09:16:41","guid":{"rendered":"https:\/\/universepath.com\/?page_id=12323"},"modified":"2024-01-16T16:27:41","modified_gmt":"2024-01-16T13:27:41","slug":"complaints-policy","status":"publish","type":"page","link":"https:\/\/universepath.com\/ar\/complaints-policy\/","title":{"rendered":"\u0633\u064a\u0627\u0633\u0629 \u0627\u0644\u0634\u0643\u0627\u0648\u0649"},"content":{"rendered":"<div id=\"unive-3587231809\" class=\"unive-content unive-entity-placement\"><!-- Google Tag Manager (noscript) -->\r\n<noscript><iframe data-src=\"https:\/\/www.googletagmanager.com\/ns.html?id=GTM-MTHTWSS\"\r\nheight=\"0\" width=\"0\" style=\"display:none;visibility:hidden\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" class=\"lazyload\" data-load-mode=\"1\"><\/iframe><\/noscript>\r\n<!-- End Google Tag Manager (noscript) --><\/div><p><strong>Last Updated: 1st December, 2023<\/strong><\/p>\n<p>At Universe Path Academy (UPA), we are committed to providing the highest quality of education and services to our participants. We value your feedback and take complaints seriously.<br \/>\nThis policy outlines the procedures for making and addressing formal complaints.<\/p>\n<h2><strong>1. How to Make a Complaint<\/strong><\/h2>\n<p>Participants who wish to make a complaint about UPA&#8217;s products or services can do so by following these steps:<\/p>\n<p><strong>\u2022 Submission Method: <\/strong><\/p>\n<p>Complaints can be submitted via email to <a style=\"color: #003ecc; text-decoration: underline;\" href=\"mailto:complaints@universepath.com\">complaints@universepath.com<\/a> .<br \/>\nAlternatively, participants may use the official Complaints Form available <a style=\"color: #003ecc; text-decoration: underline;\" href=\"https:\/\/universepath.com\/wp-content\/uploads\/2024\/01\/Complaint-Form.docx\" target=\"_blank\" rel=\"noopener\">here<\/a>, which is provided for your convenience but not mandatory.<\/p>\n<h2><strong>2. Acknowledgement and Response Time<\/strong><\/h2>\n<p>Upon receiving a formal complaint, UPA will acknowledge receipt within 5 business days.<\/p>\n<p>We aim to provide a response to the complainant within 28 calendar days from the date of acknowledgment.<br \/>\nIf the complaint is complex and requires more time for investigation, the complainant will be informed of the delay and provided with an estimated timeline for resolution.<\/p>\n<h2><strong>3. Treatment of Complaints<\/strong><\/h2>\n<p>Complaints will be treated with the utmost professionalism, confidentiality, and fairness.<\/p>\n<p>The following steps will be taken:<\/p>\n<p><strong>\u2022 Review Process: <\/strong><\/p>\n<p>A designated complaints officer or committee will review the complaint impartially and thoroughly.<br \/>\nThis may involve gathering relevant information and speaking with parties involved.<\/p>\n<p><strong>\u2022 Confidentiality: <\/strong><\/p>\n<p>All complaints and related information will be handled confidentially to the extent permitted by law.<br \/>\nOnly those directly involved in the resolution process will have access to the complaint details.<\/p>\n<h2><strong>4. Right to Appeal<\/strong><\/h2>\n<p>If the complainant is not satisfied with the outcome of their complaint, they have the right to appeal.<\/p>\n<p>The appeal process is as follows:<\/p>\n<p><strong>\u2022 Submission of Appeal: <\/strong><\/p>\n<p>The complainant must submit their appeal in writing within 5 calendar days of receiving the initial complaint resolution.<br \/>\nThe appeal should outline the reasons for dissatisfaction and any new evidence or information.<\/p>\n<p><strong>\u2022 Appeal Review: <\/strong><\/p>\n<p>A different review panel or officer will assess the appeal.<\/p>\n<p>They will consider all available information, including the initial complaint and response.<\/p>\n<p>\u2022 Outcome of Appeal: The outcome of the appeal will be communicated to the complainant within 28 calendar days of receiving the appeal. This decision will be final and binding.<\/p>\n<h2><strong>5. Continuous Improvement<\/strong><\/h2>\n<p>UPA is committed to using feedback from complaints to improve our products and services.<\/p>\n<p>We value your input in helping us enhance the participant experience.<\/p>\n<h2><strong>6. Contact Us<\/strong><\/h2>\n<p>If you have any questions about this Complaints Policy or wish to make a formal complaint, please contact us at:<\/p>\n<p>Universe Path Academy <a style=\"color: #003ecc; text-decoration: underline;\" href=\"mailto:complaints@universepath.com\">complaints@universepath.com<\/a><\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>","protected":false},"excerpt":{"rendered":"<p>Last Updated: 1st December, 2023 At Universe Path Academy (UPA), we are committed to providing the highest quality of education and services to our participants. We value your feedback and &hellip; <br \/><a href=\"https:\/\/universepath.com\/ar\/complaints-policy\/\" class=\"more-link\">Continue reading <span class=\"screen-reader-text\">\u0633\u064a\u0627\u0633\u0629 \u0627\u0644\u0634\u0643\u0627\u0648\u0649<\/span><\/a><\/p>","protected":false},"author":41,"featured_media":12487,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-12323","page","type-page","status-publish","has-post-thumbnail","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/universepath.com\/ar\/wp-json\/wp\/v2\/pages\/12323","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/universepath.com\/ar\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/universepath.com\/ar\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/universepath.com\/ar\/wp-json\/wp\/v2\/users\/41"}],"replies":[{"embeddable":true,"href":"https:\/\/universepath.com\/ar\/wp-json\/wp\/v2\/comments?post=12323"}],"version-history":[{"count":5,"href":"https:\/\/universepath.com\/ar\/wp-json\/wp\/v2\/pages\/12323\/revisions"}],"predecessor-version":[{"id":12347,"href":"https:\/\/universepath.com\/ar\/wp-json\/wp\/v2\/pages\/12323\/revisions\/12347"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/universepath.com\/ar\/wp-json\/wp\/v2\/media\/12487"}],"wp:attachment":[{"href":"https:\/\/universepath.com\/ar\/wp-json\/wp\/v2\/media?parent=12323"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}