Complaint Officer

Grievance Redressal Cell (GRS) to ensure transparency, security and a safe learning environment on campus

Office and service opening hours

Office and Service Opening Hours

Direct service is active.

Weekly working daysSunday to Thursday

Scheduled period10:00 AM – 3:30 PM

Regular services and complaint hearings are held at scheduled times, except on public holidays.

Complaint filing and resolution process

The Grievance Redressal System (GRS) framework is a sequential process of investigation and resolution.

Step 1: Submission of complaint

Submit a written application online via email, the designated complaint box (ground floor of the campus), or directly to the office of the Complaints Officer.

Step 2: Verification & Investigation

Within 24 hours of receiving the complaint, the complainant is acknowledged and a 3-member investigation committee reviews the matter.

Step 3: Remedy and Decision Making (Resolution)

Based on the investigation report, necessary disciplinary or corrective measures are taken with the consent of the principal and the board of directors.

Step 4: Feedback to the complainant

A copy of the final decision is communicated to the complainant in writing or via email and recorded in the institutional register.

Officer in charge

Official desk

Professor Dr. Nasreen Akhtar

Complaint Officer (GRS)

Emergency mobile/hotline

grievance@zenova.edu.bd

Rooms and offices

Room No. 205, Administrative Building (2nd Floor)

Institutional Commitment and Grievance Redressal Policy

Zenova School's commitment to ensuring a fair learning environment, institutional discipline, and student safety

Grievance Redressal System (GRS) and Legal Commitment

Fair Education Environment, Institutional Discipline and Students Physical & Mental Security are maintained with utmost dedication at Zenova International School. An effective Grievance Redress System (GRS) is active across the campus. Students, Guardians, Teachers, or any stakeholder may submit legitimate grievances or issues. Every submission is handled with highest privacy, neutrality, and expedited resolution. Complainant identity is strictly confidential, and an instant zero-tolerance policy applies against bullying, harassment, and misconduct. Standard grievances are reviewed within 7 working days, and emergency issues within 3 working days.

Confidentiality and impartial investigation

Complainant and student identity are preserved with highest caution. Each submitted grievance is examined by a 3-member neutral discipline committee maintaining thorough professionalism and objective inquiry.

Zero tolerance for bullying and harassment

Strict zero tolerance is enforced against physical, verbal, mental, or online bullying. Swift and decisive corrective measures are taken to guarantee student safety and institutional peace.