IT Tutor PRO – Complaints Policy
- Purpose
The Complaints Policy of IT Tutor PRO establishes a formal procedure for addressing and resolving complaints. The aim is to ensure that all complaints are managed fairly, consistently, and with the goal of achieving a satisfactory resolution for the complainant.
- Scope
This policy applies to all learners, staff, and stakeholders associated with IT Tutor PRO. It covers any issues or concerns related to the services, programs, or conduct at IT Tutor PRO.
- Definition of a Complaint
A complaint is defined as an expression of dissatisfaction by a learner, staff member, or stakeholder regarding the quality of services, educational programs, facilities, or any other aspect of IT Tutor PRO’s operations.
- Complaints Procedure
The following steps outline the process for lodging and resolving a complaint:
4.1 Informal Resolution
– Before initiating a formal complaint, individuals are encouraged to address their concerns directly with the person or department involved. Many issues can be resolved quickly and informally through direct communication.
– If the complaint cannot be resolved informally, the individual may proceed with a formal complaint.
4.2 Formal Complaint Submission
– A formal complaint must be submitted in writing within 30 days of the incident or issue occurring.
– The complaint should include:
– The complainant’s name and contact details.
– A detailed description of the issue or incident.
– Any relevant evidence or documentation.
– The desired outcome or resolution sought.
– Formal complaints should be submitted to [email/contact details of the Complaints Officer].
4.3 Acknowledgment and Investigation
– Upon receiving a formal complaint, IT Tutor PRO will acknowledge receipt within 5 working days.
– The complaint will be reviewed by an independent Complaints Officer or a designated team member not involved in the issue.
– An investigation will be conducted, considering all relevant information, including interviews with the complainant and any other involved parties.
4.4 Resolution and Response
– IT Tutor PRO will aim to resolve the complaint within 21 days of receiving it.
– The complainant will be informed in writing of the outcome, including any actions taken or proposed.
– Possible outcomes include:
– The complaint is upheld, and corrective actions are implemented.
– The complaint is not upheld, with reasons provided.
– Further investigation or follow-up is necessary.
4.5 Appeal
– If the complainant is not satisfied with the outcome, they may appeal the decision within 14 days of receiving the response.
– The appeal will be reviewed by the Managing Director or an equivalent senior figure, whose decision will be final.
- Confidentiality and Impartiality
All complaints will be handled with confidentiality and impartiality. The details of the complaint and the identities of those involved will only be disclosed to individuals directly involved in the resolution process.
- Record Keeping
Records of all complaints and their outcomes will be maintained for a minimum of five years. These records will be securely stored and may be reviewed for quality assurance and continuous improvement purposes.
- Communication of Policy
This policy will be made available to all learners, staff, and stakeholders and will be included in the IT Tutor PRO Handbook. Regular training will be provided to ensure all staff are familiar with the complaints process.
- Review of Policy
This Complaints Policy will be reviewed annually to ensure its effectiveness and compliance with relevant regulations and standards. Any updates or changes will be communicated to all stakeholders.
This policy ensures that IT Tutor PRO addresses and resolves complaints in a manner that is fair, transparent, and aimed at achieving the best possible outcome for all parties involved.