1. Complaints and Appeals Policy

1.1 Purpose

Alshimaa Language and Exam Centre is committed to providing high-quality educational and examination services. This policy ensures that complaints and appeals are handled fairly, transparently, and promptly, while safeguarding the rights of learners, staff, and stakeholders.

1.2 Scope

This policy applies to:

• Learners and examination candidates
• Parents or guardians (where applicable)
• Staff, trainers, invigilators, and assessors
• Any stakeholder engaging with the Centre’s services

1.3 Definition

• Complaint: An expression of dissatisfaction about services, facilities, staff conduct, or administrative processes.
• Appeal: A formal request for review of an assessment, examination result, or decision made by the Centre.

1.4 Complaints Procedure

1. Complaints should first be raised informally with the relevant staff member where possible.
2. If unresolved, complaints must be submitted in writing to the Centre Manager.
3. The complaint will be acknowledged within a reasonable timeframe.
4. An impartial investigation will be conducted, and relevant evidence reviewed.
5. A written response outlining findings and actions will be provided.

1.5 Appeals Procedure

• Appeals must be submitted in writing within the stated timeframe after results or decisions are released.
• Appeals will be reviewed by a panel not involved in the original decision.
• All evidence and procedures will be reviewed objectively.
• The outcome of the appeal will be communicated in writing.

1.6 Confidentiality

All complaints and appeals will be handled confidentially and without fear of discrimination or retaliation.

2. Conflict of Interest Policy

2.1 Purpose

The purpose of this policy is to ensure that all decisions and actions at Alshimaa Language and Exam Centre are made impartially and free from personal, financial, or professional conflicts of interest.

2.2 Definition

A conflict of interest occurs when an individual’s personal, professional, or financial interests could compromise their objectivity or decision-making responsibilities.

2.3 Scope

This policy applies to all:

• Management
• Teachers, trainers, and assessors
• Invigilators and administrative staff

2.4 Responsibilities

• Staff must declare any actual or potential conflicts of interest.
• Management will assess declared conflicts and take appropriate action.

2.5 Managing Conflicts

Actions may include:

• Removing the individual from decision-making processes
• Reassigning duties
• Monitoring the situation to ensure fairness

Failure to disclose a conflict of interest may result in disciplinary action.

Malpractice Policy

Alshimaa Language and Exam Centre

1. Purpose of the Policy

Alshimaa Language and Exam Centre is committed to maintaining the highest standards of integrity, fairness, and transparency in teaching, assessment, and examination practices. This Malpractice Policy outlines the procedures for preventing, identifying, reporting, investigating, and managing all forms of malpractice to protect the credibility of our courses, assessments, and examination services.

2. Scope

This policy applies to:

• Learners / candidates
• Teachers and trainers
• Invigilators and examiners
• Assessors and moderators
• Administrative and support staff
• Any third party involved in assessment or examination processes

The policy covers all internal assessments, mock exams, official examinations, training programs, and related academic activities conducted by the Centre.

3. Definition of Malpractice

Malpractice is any act, intentional or unintentional, that compromises the integrity, validity, or reliability of assessments or examinations. This includes actions that provide unfair advantage to a candidate or undermine the assessment process.

4. Examples of Learner / Candidate Malpractice

Learner malpractice may include, but is not limited to:

• Copying from another candidate or allowing work to be copied
• Possession or use of unauthorized materials (notes, mobile phones, smart devices)
• Communicating with others during an examination
• Impersonation or arranging for another person to take an exam
• Submitting work that is not the learner’s own (plagiarism)
• Collusion between candidates
• Attempting to influence invigilators, assessors, or staff
• Disruptive behavior during assessments or exams

5. Examples of Staff Malpractice

Staff malpractice may include, but is not limited to:

• Assisting candidates unfairly during exams or assessments
• Tampering with assessment materials, exam papers, or results
• Breaching confidentiality of exam content or candidate information
• Failing to follow approved assessment or invigilation procedures
• Fabricating assessment evidence or records
• Allowing or ignoring malpractice

6. Preventive Measures

Alshimaa Language and Exam Centre will take the following measures to prevent malpractice:

• Clear communication of examination and assessment rules to all candidates
• Training and briefing of staff and invigilators on policies and procedures
• Secure handling and storage of exam materials
• Identity verification of candidates before examinations
• Appropriate seating arrangements and supervision during exams
• Use of plagiarism detection tools where applicable

7. Reporting Suspected Malpractice

• Any suspected malpractice must be reported immediately to the Centre Manager or Academic Coordinator.
• Reports may be made verbally or in writing and must include clear details and evidence where possible.
• All reports will be treated confidentially and handled professionally.

8. Investigation Procedure

• All allegations of malpractice will be investigated fairly, promptly, and objectively.
• The Centre may collect statements, review evidence, and interview relevant parties.
• Candidates or staff accused of malpractice will be given an opportunity to respond to the allegation.
• Investigations will be documented and records securely maintained.

9. Outcomes and Sanctions

Depending on the severity of the malpractice, possible actions may include:

For Learners:

• Warning or written caution
• Disqualification from the assessment or exam
• Cancellation of results
• Temporary or permanent exclusion from the Centre
• Reporting to the relevant awarding or examining body

For Staff:

• Formal warning or disciplinary action
• Suspension or termination of employment
• Reporting to awarding bodies or regulatory authorities

10. Appeals

• Learners or staff have the right to appeal decisions related to malpractice.
• Appeals must be submitted in writing within a specified timeframe (usually 5–10 working days).
• Appeals will be reviewed by a senior management panel not involved in the original decision.

11. Record Keeping

• All malpractice cases, investigations, and outcomes will be recorded and securely stored.
• Records will be retained in line with data protection and confidentiality requirements.

12. Review of Policy

This Malpractice Policy will be reviewed annually or when required by changes in regulations, awarding body requirements, or Centre practices.

13. Policy Approval

This policy is approved by the management of Alshimaa Language and Exam Centre and is effective from the date of publication.

Approved by: Centre Management
Centre Name: Alshimaa Language and Exam Centre
Review Date: Annually