Complaints Procedure
Effective date: {{DD Month YYYY}}
We are committed to handling concerns fairly and promptly. This Procedure sets out how learners, applicants, partners and the public may raise complaints with Executive Academia (TEAcademia) — a brand powered by EducareerMY Sdn Bhd (Company No. 1364246-D).
What this covers?
Service issues (admissions, guidance, communication)
Marketing/content concerns (accuracy of information)
Teaching/support provided by us or our delivery partners
Data protection/privacy concerns (see Privacy Policy for rights)
Academic decisions and progression outcomes made by universities or awarding organisations are governed by their own regulations. We can help you contact them, but cannot overturn their decisions.
Our principles:
Accessible and free of charge
Respectful and without retaliation
Timely: clear SLAs for acknowledgement and resolution
Evidence‑based, with reasons provided
How to complain ?
Email support@teacademia.com or use our website contact form. Include your full name, contact details, programme (if any), a concise description, dates, and any evidence (emails, screenshots). For privacy complaints, write to support@teacademia.com.
Process & timelines:
Acknowledgement: within 2 business days
Investigation & response: within 10 business days (complex matters may take longer; we’ll update you)
Outcome: written response with reasons and any remedies
Escalation:
If you are dissatisfied with the outcome, reply to request escalation within 10 business days. Your case will be reviewed by the Head of Admissions/Operations. Final internal appeal is to the Managing Director
External routes:
Where a complaint concerns a regulated qualification (e.g., from a UK awarding organisation), you may also submit a complaint to the awarding organisation after our internal process concludes. We can provide the appropriate contact details on request.
Records & confidentiality:
We keep a secure record of complaints and outcomes for quality assurance and regulatory purposes. Information is handled per our Privacy Policy.
International Transfers:
We may store/process data in Malaysia, Singapore, or other countries where our providers operate. Where personal data is transferred across borders, we implement appropriate safeguards (e.g., contractual clauses).
Contact:
General complaints: support@teacademia.com
Privacy/DPO: support@teacademia.com
Address: EMPORIUM, NO.S22, 2nd Floor, Unit 22, EMPORIUM, 9, Jalan Tun Jugah, 93350 Kuching, Sarawak, Malaysia