POLICY AND PROCEDURE FOR COMPLAINTS HANDLING

The guidelines provide resolution and treatment of complaint lodged during the course.

All complaints will be treated confidentially. If the complaint is regarding a technical issue, please read the FAQ on Technical matters first. The FAQ section is located in stesglobal.com/faq with possible solutions to common issues. For course content-related matters, you may utilise the Ask-the-Tutor feature under the Discussion tool on your course site. If the solution to your issue is not available on the FAQ section, kindly proceed to lodge a complaint.

We highly encourage you to address any issues to the Sunway TES Digital Content and Innovation team via stes.dci@sunway.edu.my. Please allow the procedure for at least one working day for a response.

Should you still be unsatisfied or had not received a response after three working days, you can file a formal complaint to the Sunway TES eLearning Administrator, Ms Noorul Izza Mohamad Isa via izzam@sunway.edu.my.

If any issues remain unresolved after seven working days, you can escalate your issue to ACCA via
https://www.accaglobal.com/gb/en/footertoolbar/contact-us/connect/unhappy.html.
Please note that the response from ACCA may take up to ten working days.

Should you exhaust the Sunway TES complaints process and ACCA’s, you can escalate to the appropriate regulator.

• Your full name
• ACCA ID
• Email address
• Contact No
• ACCA course
• Describe the nature of your issues (attaching any supporting evidence where available like screenshot)

Students have the right to appeal the outcome of their complaints. They will be required to provide additional information or evidence.