COMPLAINTS HANDLING POLICY

01. Scope and Purpose

QA seeks to maintain its reputation as a firm delivering high quality services. QA is also committed to maintaining its responsiveness to the needs and concerns of our clients.

The Policy is designed to provide guidance on the way QA receives and handles complaints made against QA, its sub-contractors, its tutors and its employees. The objective of the Policy is to assist QA and employees in resolving complaints in an efficient, effective and professional manner.

02. Definitions

  • QA - Quality Academy
  • CRB - Course Registration Body
  • Customer - QA's Learner or Organisation
  • Sub-Contractor - An Individual or an Organization not permanently employed or owned by QA, delivering QA’s services on behalf of QA under a Contractual Agreement.
  • Employee - QA’s Administration Employees
  • Tutors - Lead and/or Support Tutors unless specifically defines
  • CQI and IRCA - Chartered Quality Institute & International Registered of Certificated Auditors

03. Introduction

3.01 Background

In preparing this Policy, QA has endeavored to align our procedures with the relevant legal requirements and current best practice. This Policy is designed to satisfy the requirements of all CRBs related to all our courses.

3.02 What is a complaint?

A complaint is an expression of “customers” dissatisfaction regarding a QA’s decision or service. Dissatisfaction may arise from the service provided by QA.

A complaint is when you tell us you are not happy about the service we provide. It can be about anything and could include:

  1. When we don’t deliver a service on time;
  2. When we give you wrong information;
  3. When you receive a poor-quality service
  4. When you have a problem with a member of staff and/or Sub-contractor;

Any person or organization (the complainant) who is dissatisfied with a service provided by QA, for any reason, may contact QA to complain. A complaint may be oral or written. At times, complaints can be by way of negative feedback, which may not require a resolution or formal follow-up.

04. Guiding Principles of Effective Complaints Handling

Subcontractors and employees should consider the following guiding principles of effective complaints handling:

Principle QA Response
Visibility Our Complaints Handling Policy is available on the QA Website, Training Materials and Internally.
Accessibility Our Complaints Handling Policy is readily accessible to all sub-contractors, employees & clients. The Policy is easy to understand and includes details on making and resolving complaints.
Responsiveness Receipt of each complaint is acknowledged to the complainant immediately. Complaints will be handled in an efficient and effective manner. Complainants will be treated courteously and kept informed of the progress of their complaint throughout the complaint-handling process.
Objectivity Each complaint is addressed in an equitable, objective and unbiased manner through the complaints-handling process.
Confidentiality Personally identifiable information concerning the complainant, is actively protected from disclosure unless the complainant expressly consents to its disclosure.
Customer Focused approach All sub-contractors and employees of QA are committed to efficient and fair resolution of complaints. We are committed to efficient and fair resolution of complaints. We actively solicit feedback from our clients on a regular basis and acknowledge a client’s right to complain.
Accountability

All sub-contractors and employees accept responsibility for effective complaints handling.

Our Customer Service Department will ensure that, where appropriate, issues raised in the complaints handling process are reflected in sub-contractor and employee performance evaluation.
Continual Improvement Our complaints handling process will be reviewed periodically, and at least annually, to aim to enhance its efficient delivery of effective outcomes.

05. Handling a Complaint

5.1 How a complaint may be made?. Where a complaint is about a service or employee, and you are familiar with the engagement team working on your matter, you may wish to address your complaint to an appropriate member of that engagement team by email or fax.

If you are not sure to whom to refer your complaint, please fill in the "File a Complaint Form" attached to this policy, or write to: info@qualityacademy.org.

5.2 What information is required when making a complaint?

When making a complaint, please provide the following information:

  1. Your Name, Position and contact details;
  2. Your contact person within QA or Sub-Contractor;
  3. The nature of the complaint (including when the conduct giving rise to the complaint occurred).

Please note that in case you choose to report a complaint anonymously; we will not be able to respond to you.

5.3 Assistance with making a complaint

If you need assistance in formulating or lodging a complaint, please contact a member of QA’s Customer Support Division.

5.4 Acknowledgement of complaints

We are committed to acknowledging all complaints immediately upon receipt. Once a complaint has been received, we will undertake an initial review of the complaint.

We will endeavor to resolve complaints within 10 working days of receipt. Where our review exceeds 10 days, we will contact you to inform you of the reasons for the delay, and indicate to you when we expect to be able to complete our review of the complaint.

5.4 Your rights during the complaint process

You have the right to enquire as to the status of your complaint by contacting employee who has been identified to you as handling your complaint or by email to info@qualityacademy.org .

5.5 Response to a complaint

Once we have reviewed your complaint, we will provide you with the response. If you are dissatisfied with QA’s response, you have the right to ask for reconsideration of the response by the Customer Service Department.

5.6 Further action

If you are dissatisfied with the way your complaint has been handled, you have a right to refer the matter to our top-management department:

5.7 Contacting CRBs Directly

If you are dissatisfied with the way your complaint has been handled by our top management, you have a right to refer the matter to related CRB for your delivered services (Training, Examinations and/or Certifications); as following contact details;

CRB Email Phone
CQI & IRCA complaints@quality.org +44 (0)207 245 6866
IASSC support@iassc.org +1 (602) 734 0561
     

06. Our Quality Control

Complaints will be analyzed by the Customer Service Department on either annually or for operational reasons, for the identification of systemic or recurring problems. If such problems are identified, QA will consider what actions it may need to take to address these problems.

The complaints handling process will be reviewed periodically, and at least annually, to aim to enhance its delivery of efficient and effective outcomes. This review will be performed by the Customer Service Department or an appropriate appointee. QA will consider what actions it may need to take to address any deficiencies identified in the review.

Where appropriate, issues that arise as a result of the complaints handling process may be incorporated in the process for monitoring and evaluating sub-contractor and employee performance.

Please contact the Customer Service Department if you have any comments or suggestions in respect of the contents of this Policy.

07. Privacy Notice

The information you supply via your compliant will be used for the purpose of responding to your feedback, or to resolve your concern or request. Your personal details will not be disclosed to any other person or agency external to QA without your consent unless required or authorized by law.

 

LAST REVIEWED ON 26 AUGUST 2023