A transparent and fair process for students and parents to raise concerns, complaints, and appeals at NES.
Nishat Education System (NES) is committed to maintaining a respectful, safe, and fair environment for all students, parents, and guardians. This Grievance Policy provides a structured, transparent mechanism for raising and resolving concerns or complaints relating to academic matters, institutional conduct, fee disputes, staff behaviour, or any other aspect of the NES experience.
NES believes that every genuine concern deserves a timely and respectful response. We treat all grievances seriously, regardless of who raises them or what they are about.
Any of the following may submit a formal grievance to NES:
Grievances raised by students under 18 must be co-signed or supported by a parent or legal guardian.
Grievances involving allegations against staff will be treated with strict confidentiality and investigated independently by NES management. Such matters will not be handled by the staff member named in the complaint.
NES follows a structured three-stage resolution process. We encourage resolution at the earliest possible stage:
Raise the concern directly with the relevant class teacher, subject teacher, or administration staff member.
⏱ Within 3 working daysIf unresolved, submit a written complaint to the Principal's Office. NES will acknowledge receipt within 2 working days.
⏱ Resolved within 7 working daysIf still unresolved, the complaint is escalated to NES senior management for a final institutional decision.
⏱ Final decision within 14 working daysWorking days refer to Monday through Saturday, excluding public holidays observed by NES. NES office hours are 8:00 AM – 3:00 PM.
All grievances will be handled with appropriate confidentiality. Information about a complaint will only be disclosed to those directly involved in investigating and resolving it. NES will not share the identity of the complainant beyond what is necessary to conduct a fair investigation, unless required by law.
Records of all formal grievances and their outcomes are retained securely by NES for a minimum of two (2) academic years.
NES strictly prohibits any form of retaliation against a student, parent, or guardian who raises a genuine grievance in good faith. Any staff member or student found to have retaliated against a complainant will be subject to immediate disciplinary action.
If you believe you are being retaliated against for raising a grievance, report this immediately to the Principal's Office or contact NES management directly at 0307-7675656.
NES takes cyberbullying and misuse of digital channels extremely seriously. This includes harassment, threats, defamatory content, or sharing of private information relating to students or staff on WhatsApp, social media, or the NES student portal.
Please also refer to our Acceptable Use Policy for detailed rules governing use of NES digital services.
If a grievance remains unresolved after completing all three internal stages, the complainant may seek external redress through:
NES strongly encourages amicable resolution and is committed to engaging genuinely at every stage before matters escalate. Please exhaust all internal stages before seeking external redress.
To raise a formal grievance, contact the NES Administration Office through any of the following channels: