Appeals and Complaints A1
- Submitted by: rachelnd
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- Category: English
- Date Submitted: 01/23/2011 12:32 PM
- Pages: 3
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Appeals & Complaints
Each organisation should have its own Appeals & Complaints procedure and both the candidate and the assessor should be aware of this.
In addition awarding bodies also have their own Appeals & Complaints procedure. These should be used if the complaint cannot be resolved locally.
In the first instance and as a general rule;
The Appeals & Complaints procedure should be made available to candidates on request.
The candidate should be advised of the Appeals & Complaints procedure at the initial interview/professional discussion.
Appeals & Complaints should be put in writing at the first opportunity and should also be catalogued.
A record should be made of the exact outcome at every stage in this process.
The assessor must notify the Internal Verifier of the company they are working for when an appeal or complaint is received.
Appeals & Complaints wherever possible should be resolved locally
A professional discussion should be held with the client when the appeal or complaint is received. At this discussion the assessor should listen to what the exact issue is. It may be a misunderstanding that can be resolved there and then on either side. It may be a good idea to have the candidate’s manager present at this stage.
If the candidate is still dis-satisfied with the outcome the Internal Verifier will then be asked to step in. They will interview the client on what they have done and will also interview the assessor to clarify why and how the decision was reached. Everyone should then get together to resolve at this stage. In the instance of a complaint the eabove process will be carried out, it may be a conflict of interest and the best solution is to change the assessor.
In addition awarding bodies also have their own Appeals & Complaints procedure. These should be used if the complaint cannot be resolved locally.
If the candidate is dissatisfied with the outcome they can then appeal to the awarding body. An...
Each organisation should have its own Appeals & Complaints procedure and both the candidate and the assessor should be aware of this.
In addition awarding bodies also have their own Appeals & Complaints procedure. These should be used if the complaint cannot be resolved locally.
In the first instance and as a general rule;
The Appeals & Complaints procedure should be made available to candidates on request.
The candidate should be advised of the Appeals & Complaints procedure at the initial interview/professional discussion.
Appeals & Complaints should be put in writing at the first opportunity and should also be catalogued.
A record should be made of the exact outcome at every stage in this process.
The assessor must notify the Internal Verifier of the company they are working for when an appeal or complaint is received.
Appeals & Complaints wherever possible should be resolved locally
A professional discussion should be held with the client when the appeal or complaint is received. At this discussion the assessor should listen to what the exact issue is. It may be a misunderstanding that can be resolved there and then on either side. It may be a good idea to have the candidate’s manager present at this stage.
If the candidate is still dis-satisfied with the outcome the Internal Verifier will then be asked to step in. They will interview the client on what they have done and will also interview the assessor to clarify why and how the decision was reached. Everyone should then get together to resolve at this stage. In the instance of a complaint the eabove process will be carried out, it may be a conflict of interest and the best solution is to change the assessor.
In addition awarding bodies also have their own Appeals & Complaints procedure. These should be used if the complaint cannot be resolved locally.
If the candidate is dissatisfied with the outcome they can then appeal to the awarding body. An...