ECAQA’s process for Appeals and Complaints

COMPLAINS PROCEDURE

In order to implement the Procedure, the Commission on addressing complaints from accredited educational organizations has been established

Complaints Procedure Commission on Complaints (hereinafter – Commission) Non-for-profit «Eurasian Centre for Accreditation and Quality Assurance in Higher Education and Health care» (hereinafter – ECAQA) was established to consider complaints from both education institutions and individuals.

The Commission operates as a collegiate body of ECAQA in accordance with the Regulation.

The object of the complaint can be any decisions, actions and omissions of ECAQA staff and external experts, if such decisions and actions violated the rights and obligations of the applicant.

A complaint is made in any form in compliance with ethical standards and signed by the first head or deputy of the education and / or research institution.

The Commission considers complaints from the applicant only in written form addressed to the ECAQA General Director at: Almaty city, 050012, Maulenov str.92, 3rd floor, №12 room or a scan copy sent to the This email address is being protected from spambots. You need JavaScript enabled to view it..

Permanent Commission members (chairman, deputy and secretary) are formed on the basis of suggestions from employer associations, education institutions and approved by order of the ECAQA Director General.

The term of office of the Commission’s permanent members is three years.

Non-permanent members of the Commission, including students, are formed by suggestions of the Chair of the Commission and formalized by the order of ECAQA General Director.

Within 30 calendar days after receiving the complaint, the Commission makes a decision on the complaint with recommendations for the ECAQA Director General.

Consideration of a complaint is not a basis for repeated procedures.

COMPLAINTS PROCEDURE

COMPOSITION OF COMMISSION ON COMPLAINTS: PERMANENT MEMBERS (order №68/1 dated 30.12.2019)

• Chair: Prof. Balmukhanova Aigul Vladimirovna, DMSc, Corresponding member of the National Academy of Sciences of the Republic of Kazakhstan, Deputy Director of the Atchabarov Research Institute of Fundamental and Applied Sciences at Asfendiyarov Kazakh National Medical University
• Vice Chair: Sakhova Guldan Kydyraliyevna, Deputy Director for Continuing Professional Development and Advanced Training at the Republican Higher Nursing College, Chair of the educational and methodological association for Continuing Professional Development of healthcare professionals with post-secondary education of the Republic of Kazakhstan
• Secretary: Umarova Makpal Adilbekovna, Chair of Department for Accreditation and Monitoring at ECAQA

APPEAL PROCEDURE

The Appeals Commission was established to ensure protection of interests, guarantees, and enforcement of the rights of education organizations, as well as consideration of appeals by the accredited education organizations.

Appeals Commission (hereinafter – Commission) non-for-profit «Eurasian Centre for Accreditation and Quality Assurance in Higher Education and Health care» (hereinafter – ECAQA) was established to ensure the protection of interests, guarantees and maintenance of the rights of education and/or research institutions (hereinafter - education institution).

The Commission operates as a collegiate body of ECAQA.

The Commission consists of 5 (five) members, including 4 (four) permanent members (chair, deputy from foreign experts, secretary, lawyer) and 2 (two) non-permanent, including one student’s representative.

The term of office of the Commission’s permanent members is three years.

The term of office of the Commission’s non-permanent members is equal to the period for appeal consideration.

Before considering an appeal, all the Commission members sign Expert’s Code of Ethics and Declaration of conflicts of interest and confidentiality which must be strictly observed when considering and making decision on an appeal.

The appeal is submitted in the form of a written statement addressed to the ECAQA Director General on the official letterhead of the organisation and signed by the head, indicating the results of the accreditation, which are disputed and their justification; documentary evidence supporting the essence of the appeal is attached to the letter.

The Commission considers appeals received only in writing and addressed to the ECAQA Director General at 92 Maulenov st., 3rd floor, №12 room 050029 or a scanned version at This email address is being protected from spambots. You need JavaScript enabled to view it..

If the education institution does not agree with the decision of the Accreditation Council on institutional or specialized (program) accreditation, it has the right to apply to the Commission within 7 (seven) working days from the moment of the written notification about the decision of the Accreditation Council.

The decision of the Commission in writing signed by the ECAQA Director General is sent to the Applicant after 30 (thirty) days from the application of appeal.

The decision of the Commission is final, drawn up in writing and reflected in the minutes, then forwarded to the ECAQA Director General for review. Repeated appeal is not carried out. Claims on the results of the appeal are not considered.

The decision of the Commission serves as the basis for making amendments the ECAQA Register of accredited education institutions and/or educational programmes and Centre for Bologna Process and Academic Mobility of the Ministry of Education and Sciences of the Republic of Kazakhstan.

COMPOSITION OF PERMANENT COMMISSION MEMBERS ON APPEALS (order №68/1 dated 30.12.2019)

• Chair: Yesenkulova Saule Askerovna, DMSc, Professor of the Department for Oncology at Asfendiyarov Kazakh National Medical University [Download]
• Vice chair: Ryzhkin Sergey Aleksandrovich, DMSc, Assistant professor, Head of the Department for Radiotherapy and Radiology at Pavlov Russian Medical Academy for Continuing Professional Development of the Ministry of Healthcare of the Russian Federation [Download]
• Secretary: Umarova Makpal Adilbekovna, Chair of Department for Accreditation and Monitoring at ECAQA [Download]
• Lawyer: Tolybayev Askar Beisembeyevich