Complaints & Malpractice Policy

Aviation Training Center (ATC)

Aviation Training Center is committed to maintaining the highest standards of quality, fairness, transparency, and integrity in all academic and operational activities. This combined policy explains how complaints, feedback, suggestions, and malpractice cases are managed in a structured, impartial, and professional manner.

PART A: COMPLAINTS POLICY

Purpose of the Complaints Policy

The Complaints Policy aims to:

• Enable students to raise complaints, concerns, or suggestions confidently

• Ensure all complaints are handled in a positive, open, and respectful manner

• Resolve issues fairly and promptly

• Use complaints as an opportunity for continuous improvement

• Encourage constructive feedback and suggestions

• Maintain transparency and accountability in decision-making

Communication of the Policy

Aviation Training Center ensures that:

• Complaints procedures are included in student registration packs (Day 1)

• The policy is explained verbally during the Welcome & Orientation Session

• Students are regularly reminded whom to approach for support or concerns

• Feedback is collected through Final Leavers’ Questionnaires

• Senior Management reviews all feedback and acts on improvements where feasible

All complaints are documented and treated as part of ATC’s quality enhancement and development process.

Complaints Procedure

ATC encourages students to raise concerns immediately so issues can be resolved quickly.

We commit to:
Listen | Understand | Empathise | Acknowledge | Advise | Resolve | Appreciate Feedback

Informal Resolution

Students are encouraged to first raise concerns with the relevant staff member.

Formal Complaints Escalation

If informal resolution is not satisfactory, the following process applies:

• If unresolved, students must submit a written complaint form

• A written response will be provided within 3 working days

• If still unresolved, the complaint will be escalated to the Managing Partner

• A final written response will be issued within 3 working days

• If dissatisfaction persists, students will be guided to escalate to the relevant awarding body (e.g., CIPS)

Teaching-Related Complaints – Resolution Process

• Students may approach the Head of Training if uncomfortable raising concerns directly with the trainer

• The Head of Training will assess the issue and propose corrective action

• Class observations may be conducted where necessary

• Adjustments may include trainer reassignment or class transfer

• All actions are documented

Where required, staff may receive additional support, training, or disciplinary action in line with ATC procedures.

Core Values in Complaint Handling

ATC handles complaints guided by the following values:

Accountable | Collaborative | Ethical | Integrity-driven | Respectful | Responsible
— always with a humane and fair approach.

PART B: MALPRACTICE POLICY

Purpose & Scope

Aviation Training Center treats all suspected cases of malpractice or maladministration with utmost seriousness. This policy outlines how allegations related to students, staff, and stakeholders are managed.

The term “malpractice” includes both malpractice and maladministration.

Definition of Malpractice

Malpractice is defined as:

Any act or omission that compromises the integrity of assessments, qualifications, certification processes, or the reputation of Aviation Training Center or its International Certification Organisations (ICOs).

This includes, but is not limited to:

• Plagiarism and academic misconduct

• Falsification of documents or records

• Impersonation

• Breach of examination regulations

• Failure to maintain appropriate systems or controls

All relevant cases will be reported to the relevant ICO (e.g., CIPS) where required.

Malpractice by Students – Examples

Examples include (non-exhaustive):

• Obtaining assessment materials without authorisation

• Impersonation or allowing impersonation

• Plagiarism or unauthorised collaboration

• Submission of forged or falsified documents

• Disruptive or abusive behaviour

• Breach of examination regulations

• Fraudulent claims for special consideration

Malpractice by Staff & Stakeholders

Examples include:

• Breach of ICO regulations

• Assisting students beyond permitted guidance

• Allowing plagiarism or collusion

• Falsifying documentation or results

• Failure to report suspected malpractice

• Disclosing confidential student information

Sanctions for Malpractice

If malpractice is proven, sanctions may include:

For Students

• Written warnings

• Removal from course

• Notification to employers or regulators

• Reporting to ICOs or authorities

For Staff

• Written warnings

• Restriction of duties

• Enhanced monitoring

• Termination of employment

• Notification to awarding bodies

Sanctions will reflect the severity and impact of the malpractice.

Reporting Malpractice

• All suspected malpractice must be reported to:
  Shakir Kantawala – Co-founder & Managing Partner

• Reports must be submitted within two working days of discovery

• Written reports must include facts, evidence, and actions taken

• Anonymous reports will be investigated where sufficient evidence exists

Investigation & Administration

ATC will:

• Acknowledge reports within 5 working days

• Conduct impartial investigations

• Inform all involved parties of:

  • Investigation scope

  • Timelines

  • Right to respond (within 15 working days)

  • Right to appeal

• Maintain confidentiality throughout the process

Records of malpractice cases are retained for a minimum of five years.

Appeals

Individuals have the right to appeal if they believe procedures were not followed correctly. Appeals must be submitted in writing and will be reviewed independently.

Conclusion

Aviation Training Center is committed to:

• Upholding academic integrity

• Protecting the value of qualifications

• Ensuring fairness, transparency, and accountability

• Continuously improving quality and standards