Normal Complaint

Complaints and / or exam appeals are acknowledged when raised; issues are to be discussed within three business days. The target resolution date will be communicated to the student within seven business days. Our staff will take appropriate actions accordingly.

If the issue cannot be solved, it will be escalated to the Management Committee.

New complaint is recorded in a compliant log if the issue needed to be resolved more than three days. Complaint log is reviewed monthly to ensure issues can be solved in a timely manner.

Complaint related to CEF Courses

Our company (GLEC) has proper internal procedures for course participants to file their complaints related to CEF courses.

These procedures are as follows:

1. Complete the complaint form at https://docs.google.com/forms/d/e/1FAIpQLScuFMOGFQQaTfz0PBze37O6-WZ1DYwY4kGIvynQ8QWcps534Q/viewform
2. GLEC will acknowledge receipt of a grievance/complaint within 3 working days.
3. GLEC will investigate the grievance/complaint within 7 working days.
4. GLEC will respond to the person who voices the grievance/complaint within 10 working days in the form of a phone call or writing, according to complainant’s choice of reply. Follow-up actions to be taken by GLEC will be communicated, if appropriate.

CEF Courses related complaints should be filed in writing to the dedicated email account (info@greatlearning.edu.hk). An initial acknowledgement from our company to the complainant will be made within 3 working days.