COMPLAINT PROCEDURE

Complaints must be submitted through the Student Complaint System or sent directly to the official email of the Integrity Division at bahagianIntegritiOfficial@unimas.my. Complainants must use their official organisational or staff email address when submitting a complaint. Complaints submitted using personal, unofficial or unauthorised email addresses will not be entertained or processed. Complainants are encouraged to provide complete, accurate and clear information regarding the matter being reported, including relevant details and supporting documents where applicable. This will assist the Integrity Division in understanding the complaint, conducting the necessary assessment and determining the appropriate action in accordance with the established procedures and requirements.

Complainants are required to complete the complaint form physically at the Integrity Division Office, Level 3, Chancellery Building. The form must be completed accurately, truthfully and in full to ensure that the complaint can be properly assessed and processed. Failure to complete and submit the physical complaint form may result in the complaint being considered incomplete, invalid or not suitable for further action. The physical form is required as part of the established complaint procedure and verification process. Nevertheless, all information provided by the complainant, including the complainant’s identity, will be treated as confidential and protected throughout the complaint-handling process.

The complaint-handling process will commence once the complainant has completed and submitted the required physical complaint form at the Integrity Division Office. Upon receiving the completed form, the Integrity Division will conduct an initial review of the information and supporting documents provided to determine the appropriate course of action. The complaint will then be handled in accordance with the applicable procedures, requirements and relevant regulations. Complainants may be contacted if additional information, clarification or supporting documents are required during the process. Every complaint will be handled appropriately, fairly and confidentially, while ensuring that the identity and information of the complainant remain protected throughout the process.