Support
A complaint handled, by name and in writing
A complaint receives a named acknowledgement within two working days and a written, reasoned answer within ten. On any assessment, review by a person is granted as of right, with no justification to give.
The four stages of a complaint
- 01
You write
By email or from your space, in a few lines. No lengthy form, no compulsory reason.
- 02
We acknowledge
Within two working days, with the name of the person taking the file on until it closes.
- 03
Reasoned answer
Within ten working days. An unfavourable answer is written and reasoned too: that is what makes it discussable.
- 04
Human review
On any assessment, review by a person is granted as of right, on a simple written request.
What mediation covers
The route is open for anything concerning your programme and your relationship with the institute. A collective request goes through your representatives, which gives it an answer valid for the whole cohort.
- An assessment you ask to have reviewed
- An adjustment to revise or to put in place
- An admission decision whose reasoning you want to understand
- A question about fees, instalments or a due date
- A relational difficulty met inside a group assignment
The timeframes that bind the institute
- for acknowledgement
- 2 jours ouvrés
- for the reasoned answer
- 10 jours ouvrés
- as of right on any assessment
- 1 réexamen
With the name of the person handling the file.
Written in every case.
With no reason to give, on a simple written request.
What stays reserved to people
The list is short and closed. These acts commit a learner's path or a legal responsibility: a named person takes them, signs them and answers for them. That is what gives mediation its object — there is always someone to address, and someone who must give reasons.
Settling a certifying mark
The marker signs the feedback and the mark. The review, too, is carried out by a person.
Deciding an admission
The decision is written and reasoned, favourable or not. A written reason lets you improve or apply elsewhere.
Issuing an award
An award is a legal act. It is issued by the institute and carries a public verification address.
Questions about mediation
Must a review request be justified?
No. Review by a person is a right open on any assessment, and a right whose exercise requires justification is no longer one. One sentence opens it, and the written answer goes through the mark scheme expectation by expectation.
What if the answer does not satisfy me?
The reasoned answer sets out the reasoning followed, which lets you respond point by point. A further submission on the points left open follows the same timeframes, and your representatives can carry the matter when it concerns several people.
Does mediation also cover fees?
Yes. Questions of due dates, instalments and the period actually attended follow the same route, with the same timeframes. The applicable rules are published on the fees page, before any enrolment.
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