Further Education and Training Colleges Act, 2006 (Act No. 16 of 2006)Regulations for the Registration of Private Further Education and Training Colleges, 2007Chapter 6 : Responsibility of a Private College24. Complaints |
| 1) | Student complaints and grievances shall be lodged and processed in accordance with the complaint and grievance procedure of the private college as contemplated in regulation 21 (1)(r). |
| 2) | If a student has a complaint against the private college at which he or she is enrolled, the student must lodge the complaint with the management of the private college. |
| 3) | The private college must provide the registrar with the following documents in respect of each complaint:- |
| a) | a copy of the letter of complaint; |
| b) | details of how the complaint was resolved; and |
| c) | details of further actions, if any, by the student or institution if the complaint is not resolved to the satisfaction of either of the two parties. |
| 4) | The documents contemplated in subregulation 3(a), (b) and (c) must be provided in respect of complaints relating to, but not limited to, the following: |
| a) | Quality of teaching and learning; |
| b) | refusal to write examinations; |
| c) | certification; |
| d) | closure of the private college without informing students; |
| e) | unfair business practices; |
| f) | refunds; and |
| g) | fees. |
| 5) | If a private college fails to resolve a complaint lodged by a student, the registrar may, depending on the nature of the complaint and at his or her own discretion, on receipt of such complaint, refer the private college to Umalusi or to the consumer protector for investigation. |
| 6) | If the dispute cannot be resolved through Umalusi or the consumer protector, the student has the right to take the matter to court for adjudication. |
| 7) | Any offence, as contemplated in section 48 of the Act, must be reported at the nearest office of the South African Police Service. |