Document No. OTGA06 (2026)

OceanTeacher Global Academy
Complaint Policy

Overview:
This policy outlines a structured process for handling formal complaints regarding our training activities, from submission through resolution and subsequent follow-up. The aim is to promote continuous improvement, address systemic issues, and enhance the overall learning environment through thoughtful analysis and action.

Scope:
The policy applies to all individuals and institutions involved in OTGA’s training activities.

Definitions:
• Complaint: A formal expression of dissatisfaction related to training conditions, conduct, delivery, decisions, or institutional practices.
• Complainant: The individual or institution submitting a complaint.
• Respondent: The individual(s) or unit against whom a complaint is made.
• Complaint Resolution Officer (CRO): The designated individual responsible for managing, assessing, and coordinating the resolution of complaints in an impartial manner, assigned by OTGA Secretariat or related.

Procedures:

  1. Submit a complaint
    • Complaints must be submitted in writing to OTGA Secretariat, or addressed to the Regional or Specialized Training Centre or affiliated partner responsible, and or to the Course Coordinator. The person of contact is not automatically the CRO.
    • Complaints should include a description of the issue, relevant dates, parties involved, prior steps taken, and the desired outcome.
  2. Logging, registration and assignment
    • All complaints are securely logged upon receipt.
    • Each complaint is assigned to a CRO with no conflict of interest.
    • Written acknowledgement is sent within two working days, outlining process steps, timelines, confidentiality safeguards, and contact details.
  3. Assessment and triage
    The CRO conducts an initial assessment to i) Confirm scope ii) Assess urgency and identify health or safety risks, and iii) Determine whether interim protective measures are required.
  4. Review and resolution
    Within 5 working days of receiving a complaint, all data to the incident is gathered and checked. Outcomes and decisions are documented clearly and communicated to the relevant stakeholders. Internal communication is kept private.
  5. Appeals
    Appeals may be submitted within four weeks following the decision. Appeals are reviewed by OTGA Secretariat or designated authority. The appeal decision is final.

Follow-up:
Complaint data is reviewed once a year, using the worksheet gathering all the information, to identify trends, equity concerns or emerging risks. A Systemic Improvement Plan (SIP) is developed where required, outlining actions, responsibilities, and timelines.

Monitoring, evaluation, and communication:
Implementation of the SIP is monitored and evaluated where required. Significant changes are communicated to all stakeholders without breaching confidentiality, emphasizing institutional learning.

Training and policy review:
The policy is reviewed periodically to ensure continued alignment with OTGA guidelines, legal requirements, and organizational learning. This policy is shared during orientation and through regular staff training.