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Knowmooraa is committed to upholding the highest standards of academic integrity, professional conduct, and student support. If you have any complaint or grievance relating to our courses, faculty, services, payments, study materials, technical delivery, or any other aspect of our operations, please follow the process below. We treat every complaint seriously and will act impartially and promptly.
All complaints must be submitted in writing via the official Complaint Form available on the website or by email to our designated support address. The complaint must include:
Complainant’s full name and contact details,
Nature of the complaint (clearly stated),
Relevant dates and locations,
Copies of supporting documents or screenshots (if any).
Anonymous complaints will be considered at the discretion of the administration, provided sufficient detail is available.
Upon receipt, Knowmooraa will acknowledge the complaint within 48 working hours and provide a unique reference number for follow-up.
The complaint will be forwarded to the relevant department for an initial assessment. Within 5 working days of acknowledgement, the assigned officer will perform a preliminary review and advise on whether further investigation is required.
Where investigation is warranted, Knowmooraa will:
Appoint an impartial investigator or committee;
Collect evidence and statements from involved parties;
Maintain confidentiality of all proceedings to the extent possible.
A substantive response, including findings and any corrective action proposed, will be communicated to the complainant within 15 working days from the date of acknowledgement. If additional time is required, the complainant will be informed of the delay and the expected resolution date.
If the complaint is upheld, Knowmooraa will take appropriate remedial action which may include review of course material, staff counselling, refund (only where policy permits), schedule adjustments, or other corrective measures. All remedial actions will be documented and shared with the complainant.
If the complainant is dissatisfied with the outcome, they may submit a written appeal to the Head of Operations within 10 working days of receiving the resolution. The appeal will be reviewed by a senior panel whose decision will be final and communicated within 10 working days of appeal receipt.
Knowmooraa ensures confidentiality for complainants and will not tolerate any form of retaliation against individuals raising genuine concerns. Any retaliation will be treated as a separate violation and addressed accordingly.
All complaints, investigations, and resolutions will be recorded and retained in accordance with our data retention policy. Aggregated insights from complaints will be reviewed periodically to improve processes, course delivery, and student services.
To submit a complaint or for assistance with the process, please use the Complaint Form on the website or contact: