QA&S was established to make your experience in UNILAG fit for the purpose of your career, aspirations and expectation as a university student and later graduates. So let us know when your experience with any unit in the University falls short of the expected standard.

• In most cases, your dealings with university staff members and units should be routine and cause you no difficulties or inconveniences. However, mistakes and delays can occur or you may feel unhappy with how you have been dealt with.
• We want you to be provided with quality standard of services, so if you go to any unit or office where you are dissatisfied about the standard of service, actions or lack of actions by any service provider, you have the right to complain about poor service. We have a formal complaint procedure that you should follow.

Anyone who is aggrieved or feels dissatisfied with service received.

• Anyone who is unhappy with the treatment received is entitled to make a complaint, have it considered and receive a response. Whatever the nature of your dealings with any university staff or unit, the sooner you complain, the sooner they can do something about it.
• Whether your complaint concerns are unreasonable delay, a mistake you feel could have been avoided, or how you have been dealt with, all university members of staff and Units are keen to learn from errors and put things right as quickly as possible.

Our complaints procedure is easy. We suggest you follow the four stages outlined below:

• The first stage: Lay your complaint with the Service provider where you were aggrieved. Be sure to take the name of the service provider. Some complaints can be sorted out immediately, but if this is not possible, your complaint will be acknowledged.
• The second stage: If you are still dissatisfied, request to see the Head of the Unit and ask for a time frame within which your complaint will be handled.
• The third stage: If your complaint has not been remedied within the time frame as stipulated in the charter or by the service provider, you may wish to take your complaint further to be looked into at a higher level. If so, please ask to see the Quality Assurance and SERVICOM Officer in the Unit and make the same requests as you did to the Head of the Unit. This is best done formally by completing a complaint form (where applicable) or through a formal letter.

• Make a Telephone call: When you call, please ask to speak to the DESK OFFICER of SERVICOM or Quality Assurance
• Sending a mail: This mail should have the words COMPLAINT as the subject of your email and also be written at the top of your letter. The email or the letter must contain the following information:
• Your full name
• Name of the University Unit at which you were aggrieved
• Name of Service Window (department) where the fault occurred
• Name of the Service Provider at fault
• Your contact telephone number and e-mail Address
• A summary of what you think has gone wrong and what you think should be done to put it right.

Please note that the Quality Assurance and SERVICOM office is not a service window, it primarily facilitates grievance redress at the appropriate service windows, in this regard, and complaints are processed as follows:

• The complaint is acknowledged and then forwarded to the appropriate Quality and Assurance and SERVICOM Officer of the Service Window.
• The Quality Assurance and SERVICOM officer is expected to respond to the complaint within 10 working days.
• The Quality Assurance SERVICOM officer is expected to report the progress of the resolution of the complaint within 15 working days.

. The fourth stage: When the previous stages refuse to yield a positive outcome, or when you feel the information is confidential and you want a personal touch to your complaints or grievance you may visit our office and request to see the Deputy Director or the Director directly. They are there because of you and they will oblige you.

Most people don’t like to complain, but we want to make it as easy as possible for you to get things right.

• We will deal with you in a friendly and professional manner.
• Your complaint will be treated seriously and confidentially.
• You will be listened to carefully.
• The position you are in will be handled with understanding and empathy.
• You will not be discriminated against for any reason.
• The University Unit will learn from the experience.

You can help us to provide a good service in a number of ways:

• When you are asked for any information that is needed to deal with your affairs, please provide that information on time.
• Always give the correct and complete information.
• Keep accurate records of your service failures and experiences.
• If a mistake is made, complain as soon as possible so that things can be put right. The sooner you complain, the sooner something can be done about it.
• It would help if you can say what you think has gone wrong and what you think should be done to put it right.
• All your suggestions and comments about our services are welcome, so we can move forward and improve.
• Send Complaints to main campus Desk officers: qaservicom@unilag.edu.ng. Phone No.: 09134800253, 09129994617

(i) Ascertain the substance of the complaint.

(ii) Ensure that the complainant’s concern is addressed.

(iii) Ensure that the complainant receives redress and or apologies where necessary.

(iv) Reflect the outcome of any investigation of service failure in the delivery process in order to improve the quality of service.

(v) Protect complainant rights and ensure accountability.

(vi) Ensure that innocent staff members are not dissuaded in the faithful discharge of their responsibilities as a result of false complaints.