The Procedure for Reviewing Complaints is Implemented According to the Following Schemes:

1. Advisors–Curators → Institute → Vice-Rector for Academic Affairs

→ Chairman of the Board – Rector

Advisors-curators forward students’ complaints and suggestions to the Deputy Director of the Institute, the Director of the Institute, and the Vice-Rector for Academic Affairs.

Complaints reported orally or in writing by an advisor-curator to the Deputy Director of the Institute are usually resolved by the latter within a relatively short period of time. However, if resolving the complaint is beyond the Deputy Director of the Institute’s authority, it is also reported, orally or in writing, to the Director of the Institute.

In most cases, all conflicts are resolved at the level of the Deputy Director of the Institute or the Director of the Institute.

2. Students → Department for Educational and Social Work

In this case, written applications from students and faculty members are registered in the Department for Educational and Social Work and reviewed at the level of the Vice-Rector for Educational and Social Development (KiSR).

In cases where students apply for social support, the application is considered at a meeting of the Social Council.

3. Students → Chairman of the Board – Rector

This scheme is implemented through the Rector’s direct mail, Rector’s blog, or personal reception.

Certain types of complaints, such as appeals regarding ongoing assessment, rating control, and interim certification, are regulated by the Department of Academic Policy and Quality of ALT University.

A student’s complaint to the university administration can also be submitted through the Student Government.
Student leaders are elected at each institute. The functional responsibilities of the University’s Student Government include receiving and reviewing student appeals, taking measures including submitting recommendations and appeals to restore violated student rights and freedoms, resolving conflicts, and monitoring the observance of students’ social rights and interests.

4. The Public → Chairman of the Board – Rector

This scheme is implemented through the Public Reception Office, which accepts complaints and resolves issues within its competence, thereby streamlining and simplifying the process of submitting appeals.

Reception is conducted without prior appointment, both online and offline. During a personal appointment, the citizen must present an identity document. Citizens are received in order of arrival.
If, during the reception, it becomes clear that the issue raised is beyond the University’s competence, the citizen is informed where and in what manner they should apply.

Applications can be submitted via the following link: https://alt.edu.kz/obshhestvennaya-priemnaya/