Serco Business IFTC/LOP/06/04/01

Transcription

1 Serc Management System: UK & Eurpe Lcal Operating Prcedure Dcument Title: Cmplaint & Assessment Appeal Prcedure Business Unit: Resilience & Training/IFTC Dcument details Dcument Reference IFTC/LOP/06/04/01 Versin 8 Issue Date: February 2018 Review Date: February 2019 Dcument Authr: Dcument Owner: Applicability: Summary: IFTC custmers The purpse f this dcument is t identify the cmplaints and assessment appeal prcedure. DOCUMENT CONTROL Versin histry Versin Date Reasn fr release/versin update Issued by 5 January 2016 Paragraph included n page 4, Falck Safety Services t include: Delegates are advised f cmplaints prcedure during Learning Outcmes presentatin 6 February 2016 Paragraph added at 5.1 Prcess t clarify hw delegates are made aware f the cmplaints prcedure 7 March 2017 Reviewed with n changes required 8 February 2018 Reviewed and amendments t jb titles made thrughut the dcument IFTC/LOP/06/04/01/Page 1 f 7/Issue 8/February 2018

2 Dcument apprval Jb Rle Name Date apprved Quality (Assurance) Manager August 2013 Quality (Assurance) Manager March 2014 Quality (Assurance) Manager Jan 2015 Quality (Assurance) Manager March 2015 Quality (Assurance) Manager January 2016 Quality (Assurance) Manager February 2016 Quality (Assurance) Manager March 2017 Quality (Assurance) Manager February 2018 IFTC/LOP/06/04/01/Page 2 f 7/Issue 8/February 2018

3 CONTENTS Dcument details... 1 DOCUMENT CONTROL... 1 CONTENTS INTRODUCTION OBJECTIVE RESPONSIBILITIES DEFINITIONS PROCEDURE Prcess Infrmatin & Training Additinal Sub Sectin Title(s) RECORDS REFERENCES MEASURES APPENDICES... 7 IFTC/LOP/06/04/01/Page 3 f 7/Issue 8/February 2018

4 1 INTRODUCTION This prcedure identifies the cmplaints and assessment appeal prcedure t be fllwed by anyne wishing t cmplain abut r appeal against IFTC. 2 OBJECTIVE The bjective f this prcedure is t ensure that there is a clear, transparent and cnsistent prcedure in place t allw persns t raise a cmplaint r assessment appeal. 3 RESPONSIBILITIES This prcedure applies t all IFTC staff. 4 DEFINITIONS Cmplaint a statement that smething is unsatisfactry r unacceptable. Appeal make a serius, urgent r heartfelt request fr a decisin t be changed. 5 PROCEDURE 5.1 Prcess Cmplaints Prcedure This prcedure is in place t deal with cmplaints against IFTC. NOTE delegates wishing t appeal against an assessment utcme shuld refer t the Assessment Appeals Prcedure belw. Delegates are made aware f Serc Cmplaints Prcedure during the curse intrductin presentatin particularly in the fllwing areas: Pwerpint Presentatin Intrductin Lessn Plan IFTC Website IFTC are cmmitted t prviding a high quality f service and in rder t ensure cntinuatin f ur standards wuld encurage persns t submit a cmplaint shuld they be unhappy with any aspect f ur service. All cmplaints will be taken seriusly. All cmplaints shuld be submitted using the Cmplaints Frm which can either be cllected frm the General Office in Technlgy Huse, dwnladed frm Training Cmplaints/Assessment Appeal r telephne and ask fr the relevant infrmatin t be psted/ ed. Any cmplaint received at Internatinal Fire Training Centre (IFTC) will be brught t the attentin f the Assurance Manager wh will lg the cmplaint nt the Nn Cnfrmance and Cmplaints register. An initial assessment f the cmplaint will then be undertaken t ascertain the nature f the cmplaint and the ptential risk t the business in terms f reputatinal and financial damage. A member f the Senir Management Team will be invlved in this initial assessment. IFTC/LOP/06/04/01/Page 4 f 7/Issue 8/February 2018

5 A Manager will be assigned t investigate the cmplaint and the frmat the investigatin will fllw will be agreed between this Manager and a member f the Senir Management Team. Where the nature f the cmplaint is deemed t be f a mre serius nature then the Capability Directr, Fire may will be ntified and kept infrmed. The Manager investigating the cmplaint will:- Respnd in writing t the cmplainant acknwledging their cmplaint within three (3) wrking days f receipt. This letter will:- indicate wh will be dealing with the cmplaint cnfirm the frmat t be used t investigate the cmpliant (i.e. internal investigatin and slutin letter t cmplainant r meeting with cmplainant, internal investigatin and slutin letter t cmplainant, etc.,) give clear timescales. Investigate the cmplaint fully (ensuring all dcumentatin is cllated and kept fr file). Advise Senir Management Team f details f cmplaint investigatin and agree upn slutin. Respnd t cmplainant within Fifteen (15) wrking days f receipt f the cmplaint detailing intended slutin and stating deadline t appeal by shuld they be unhappy with the utcme. Cllate and dcument investigatin and any crrespndence and hand t Assurance Manager fr filing. Ensure any necessary actins required fllwing the cmplaint are taken. If cmplainant is satisfied with the reslutin f their cmplaint n further actin is required. If cmplainant is nt satisfied with the reslutin f their cmplaint and wishes t appeal against the utcme then they shuld write t the Business Operatins Manager stating their reasns/cncerns. This will then be subject t further review by Senir Management r passed t an independent persn t undertake a further investigatin. At all stages the cmplainant will be kept infrmed as t what is happening with their cmplaint r appeal. If fr whatever reasn it is nt pssible t deal with the cmplaint/appeal within the published timescale then the cmplainant will be infrmed f this and a reasn given. Assessment Appeals Prcedure This prcedure is in place t deal with appeals against grades awarded by IFTC fr any examinatin/assessment. NOTE delegates wishing t make a mre general cmplaint shuld refer t the Cmplaints Prcedure abve. IFTC are cmmitted t ensuring that all examinatins/assessments are graded using a fair and cnsistent apprach. If fr any reasn yu feel that a grade awarded is unjust please submit an Assessment Appeal. All Assessment Appeals will be taken seriusly. A delegate wishing t make an Assessment Appeal may d s verbally prir t leaving the centre by ntifying their Nminated Tutr r n departure must d s in writing within 14 (furteen) days f the final day f their curse. In either case an Assessment Appeals Frm shuld be cmpleted which can either be cllected frm the General Office in Technlgy Huse, dwnladed frm Training Cmplaints/Assessment Appeal r telephne and ask fr the relevant infrmatin t be psted/ ed. Any Assessment Appeal submitted shuld be brught t the attentin f the Assurance Manager wh will lg the Assessment Appeal nt the Nn Cnfrmance and Cmplaints register. An initial assessment f the appeal will then be undertaken. The Directr f Training will be invlved in this initial assessment. IFTC/LOP/06/04/01/Page 5 f 7/Issue 8/February 2018

6 A Manager will be assigned t investigate the Assessment Appeal and the frmat the investigatin will fllw will be agreed between this Manager and the Directr f Training. The Manager investigating the Assessment Appeal will:- Respnd in writing t the appellant acknwledging their appeal within three (3) wrking days f receipt f the initial appeal. This letter will:- indicate wh will be dealing with the Assessment Appeal cnfirm the frmat t be used t investigate the Appeal (i.e. internal investigatin and slutin letter t appellant r meeting with appellant, internal investigatin and slutin letter t appellant, etc.,) give clear timescales. Investigate the Assessment Appeal fully (ensuring all dcumentatin is cllated and kept fr file). Frm 190 Assessment Appeal Lg will als be cmpleted. Advise Directr f Training f details f Assessment Appeal investigatin and agree upn slutin. Respnd t appellant within Fifteen (15) wrking days f receipt f the Assessment Appeal detailing intended slutin and stating deadline t appeal by shuld they be unhappy with the utcme. Cllate and dcument investigatin and any crrespndence and hand t Systems Administratr fr filing. Ensure any necessary actins required fllwing the Assessment Appeal are taken. If appellant is satisfied with the reslutin f their Assessment Appeal n further actin is required. If appellant is nt satisfied with the reslutin f their Assessment Appeal and wishes t appeal against the utcme then they shuld write t the Business Operatins Manager stating their reasns/cncerns. This will then be subject t further review by Senir Management r passed t an independent persn t undertake a further investigatin. At all stages the appellant will be kept infrmed as t what is happening with their Assessment Appeal. If fr whatever reasn it is nt pssible t deal with the appeal within the published timescale then the appellant will be infrmed f this and a reasn given. Falck Safety Services (FSS) In the event f a cmplaint r an assessment appeal which invlves a FSS Delegate this will be investigated in line with FSS s Candidate Remval and Appeal Prcedure reference 3-UKA-PR- 018 / Cmplaints Prcedure reference 3-UKA-PR-015 Upn receipt f an Assessment Appeal frm a FSS Delegate IFTC will ntify the Assistant Centre Manager FSS Ltd Havertn Hill and fllw up with an Infrmatin & Training N/A 5.3 Additinal Sub Sectin Title(s) All cmmunicatin with external cmmunicatin agencies must be via the Serc Cmmunicatin Team and must fllw the standard Serc prcess. PLEASE NOTE:- All Health Safety & Envirnment related cmplaints/appeals must be recrded n the Assure database in full. IFTC/LOP/06/04/01/Page 6 f 7/Issue 8/February 2018

7 6 RECORDS 002 Cmplaints Frm 003 Assessment Appeals Frm Frm 190 Assessment Appeal Lg 7 REFERENCES Falck Safety Services Cmplaints Prcedure 3-UKA-PR-015 Falck Safety Services Candidate Remval and Appeal Prcedure 3-UKA-PR MEASURES This prcedure will be reviewed annually and verificatin f cmpliance will be thrugh internal checks f assciated recrds. 9 APPENDICES N/A IFTC/LOP/06/04/01/Page 7 f 7/Issue 8/February 2018