Appeals & Grievance Procedure

Fair and transparent process for learners to appeal assessment or disciplinary decisions, and to lodge grievances about programme delivery or administration.

KASI EDUKASI (Pty) Ltd — Appeals & Grievance Procedure

Version: 1.0 | Effective: 1 June 2026

1. Purpose

This procedure provides a fair, transparent, and timely process for learners to:

  • Appeal assessment decisions (Competent/Not Yet Competent judgments)
  • Appeal disciplinary decisions
  • Lodge grievances about programme delivery, learner support, or administrative matters

2. Assessment Appeals

Grounds for Appeal: You may appeal if the assessment was not conducted in accordance with the Assessment Policy or QCTO specifications; the assessor failed to consider submitted evidence; there was bias or procedural irregularity; or marking criteria were not applied correctly.

Note: Disagreement with a competent assessor’s professional judgment alone is not sufficient grounds for appeal.

Appeal Process:

  1. Step 1 — Informal: Discuss with your Facilitator within 3 working days of result notification
  2. Step 2 — Formal: Submit written appeal to info@edukasi.tech within 10 working days, stating grounds and evidence
  3. Step 3 — KASI Review: Independent assessor/moderator reviews within 20 working days
  4. Step 4 — SETA Escalation: If still unsatisfied, escalate to Services SETA (SSETA)

3. Disciplinary Appeals

  • Submit written appeal to info@edukasi.tech within 5 working days of the decision
  • State clearly the grounds for appeal and attach supporting evidence
  • Heard by a senior KASI staff member not involved in the original decision
  • Decision communicated within 10 working days
  • The appeal decision is final at KASI level

4. Grievance Procedure

  1. Informal: Raise with your Facilitator or Programme Coordinator verbally or via email
  2. Formal: If unresolved within 5 working days, submit to info@edukasi.tech in writing
  3. Response: Acknowledgement within 2 working days; resolution within 15 working days
  4. Escalation: Unresolved grievances may be escalated to the Services SETA or relevant statutory body

5. Key Contacts

MatterContact
Assessment appealsinfo@edukasi.tech
Disciplinary appealsinfo@edukasi.tech
Grievancesinfo@edukasi.tech
General enquiriesinfo@edukasi.tech
Services SETA (SSETA)(011) 276 9600 | www.sseta.co.za
SAQA(012) 431 5000 | www.saqa.org.za
Information Regulator (POPIA)inforeg@justice.gov.za

6. Anti-Victimisation

KASI guarantees that no learner will be penalised for making a good-faith appeal or grievance. Any such victimisation is itself serious misconduct.

7. Record Keeping

All appeals and grievances are logged and retained for a minimum of 5 years for SETA audit purposes.

Policy owner: KASI Programme Directorate | Review cycle: Annual | Next review: June 2027

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