Complaint Policy

At Path Unbound, we are committed to providing a positive and enriching learning experience for our students. We understand that there may be instances where concerns or complaints arise. We value your feedback and take your concerns seriously. This policy outlines the process for submitting and resolving complaints related to our design programs.

1. Purpose: The purpose of this policy is to establish a fair and transparent process for students to express their concerns or complaints and for the school to address and resolve these issues promptly.

2. Scope: This policy applies to all current students and alumni of Path Unbound’s learning programs.

3. Types of Complaints: Complaints may include but are not limited to issues related to:

• Quality of Instruction: effectiveness of instructions provided by faculty members, including but not limited to effective explanation of any concepts mentioned in learning contents and grading of student assignments with appropriate feedback
• Curriculum Content: effectiveness of curriculum content in the School’s e-learning platform in teaching industry-standard knowledge
• School Resources: digital resources provided by the school that helps students complete learning content effectively and in a timely manner as specified by the Enrollment Agreement signed by students and school officials, including but not limited to e-learning platform access; video, audio and text learning content availability.
• Administrative Processes: efficiency in handling administrative tasks in relation to student affairs, including but not limited to timely response to emails, inquiries and complaints in 2 or fewer business days
• Conduct of Faculty Members: professional conduct of faculty members, also known as instructors. The standard of professional conduct of faculty members is listed on our Enrollment Agreements.
• Conduct of School Officials: professional conduct of school officials, including that of the co-founders. The standard of professional conduct of school officials is listed on our Enrollment Agreements.

4. Complaint Submission: Students are encouraged to submit their complaints in writing to the designated Complaints Officer at Path Unbound. Complaints can be submitted via email to hello@pathunbound.com or in person at the school’s administrative office.

5. Complaint Resolution Process: Upon receiving a complaint, the Complaints Officer will follow these steps:

a. Acknowledgment: The Complaints Officer will acknowledge receipt of the complaint within five business days.

b. Investigation: An investigation will be conducted to gather relevant information and assess the validity of the complaint.

c. Resolution: Path Unbound will work to resolve the complaint in a fair and timely manner. Depending on the nature of the complaint, this may involve communication with the parties involved, adjustments to instructional practices, or other appropriate measures.

d. Feedback: The student will be provided with feedback on the resolution of the complaint within 15 business days of its submission.

6. Appeal Process: If a student is dissatisfied with the resolution of their complaint, they may submit an appeal within 10 business days of receiving the resolution. The appeal will be reviewed by a designated Appeals Committee comprised of the co-founders, Stella Guan and Sydney Ligouri, and at least one faculty member who is not the subject of the complaint. A final decision will be communicated to the student within 20 business days.

7. Confidentiality: All complaints and related information will be handled with the utmost confidentiality, and only individuals involved in the resolution process will have access to the information.

8. Records: A record of all complaints and their resolutions will be maintained by Path Unbound for a minimum of three years.

9. Review and Updates: This policy will be reviewed periodically to ensure its effectiveness. Any necessary updates will be made to address changing needs and circumstances.

Contact Information: Complaints Officer: Stella Guan Email: hello@pathunbound.com

We appreciate your commitment to the improvement of Path Unbound’s learning programs. Your feedback is essential to our continuous enhancement of the learning experience for all students.