Complaints Procedure
Formal process for academic appeals, service issues, and administrative grievances.
Last reviewed: October 2026 • Effective for all registered learners and institutional partners.
1. Informal Resolution
We encourage learners to raise course concerns directly with their instructor or course coordinator. Most academic questions and scheduling conflicts are resolved informally within 48 hours.
2. Formal Grievance Escalation
If an issue remains unresolved, learners may file a formal grievance via our Enquiry portal or by emailing complaints@afya1digital.com.
The Academic Registrar will acknowledge receipt within 2 business days and provide a comprehensive written finding within 14 business days.
3. Appeals Process
Learners who wish to appeal a grading outcome or disciplinary decision may request review by the Academic Board within 10 days of the finding. The Academic Board’s decision is final.