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1. Overall Commitment to
Quality
We promise to give accurate details of our services,
who the services are for, and how we commit to quality and
good practice for those services. The level and detail of
the information we provide will be sufficient so that
learners can clearly match their needs against the service
that we offer. Information will be clearly stated, readily
understood and easily accessible. We promise to maintain
customer satisfaction by:
- Having feedback mechanisms that elicit the views of
our learners.
- Having a formal customer complaints procedure.
- Regularly reviewing the effectiveness of our
services and implementing improvements based on this
review.
2. Pre-enrolment
practices
At all times information given to potential students,
either written or orally, will be truthful and accurate.
The content of the prospectus will provide where
appropriate:
- The course name
- The course content (syllabus)
- The course level
- The length of the course
- The course objectives
- The studyload required by the student - i.e. the
study time (e.g. weeks or months)
- Qualifications that can be obtained
- Internal and external examinations prepared for
- The target group the course is aimed at
- The starting level required (i.e. what, if any
previous qualifications are needed)
- Information as to whether the course material
supplied is all-inclusive or if additional materials
have to be purchased
3. Tutor Standards
- Regular monitoring will be made of tutors' work, and
of guidance and marking standards.
- Tutor comments will be forwarded to students
following all assignments. Tutors will demonstrate a
real conscientious desire to help students.
- Responses to assignments will be sent to Students
within 5 working days of receipt of assignments.
- All assignments will be appropriate to the subject
matter and be of real assistance in helping students
achieve their objectives.
- Students may make contact with Tutors by post or
email
4. Code of Standards
- We adhere to best practice Code of Standards for
distance learning.
5. Administration
Practices
- Within normal office hours, someone will be
available in the College to handle email or phone
enquiries. If someone if not available, students will be
called back within 1 working day.
- Communications about administrative and tutorial
matters will be answered within 5 working days of
receipt.
- Letters where a longer time-scale is required for a
complete answer will be acknowledged, the delay
explained, and an indication given of when a full answer
can be expected.
6. Enrolment and
contract practices
- Students will be enrolled quickly and efficiently
and sent study material quickly. Study material will be
despatched within 5 working days of receipt of an
enrolment or delivered at the commencement of studies.
- All information given by students is confidential to
the institution, it's employees and tutors.
- Accurate records of students enrolled, for which
course and when, will be kept.
- Wrong or damaged study material will be replaced
immediately.
- All refunds due will be paid within 28 days.
7. Learner Protection
- We provide a 7 day money back offer to all
students.
8. Complaints
- Complaints will be dealt with within 5 working days.
Where a longer time is required to investigate and deal
with a complaint, acknowledgement will be given within 5
working days and the delay explained, together with an
indication of when the complaint can be expected to be
resolved.
- We will take a sympathetic and reasonable attitude
to complaints and make every effort to see that fairness
is accorded to all parties.
9. Equality
- Programmes are designed to appeal to target groups
who are normally unable to access further education, due
to geographic constraints, time constraints, people who
are housebound, deaf or physically restricted
individuals.
- Tutor support is available either by email or post.
- Electronic files are provided (where possible) to
facilitate computer "screen readers" to support blind
and visually impaired students. Samples will be sent in
advance to ensure compatibility.
- ITEC will provide reasonable accommodation to meet
the needs of a learner who has a disability. In the
context of assessment, reasonable accommodation is the
term for the adaptation of assessment as necessary to
cater for the needs of learners whose personal situation
means that the assessment would otherwise be unfair e.g.
learners with a disability, and/or other learners
covered by equality legislation. Send us your Query:
»Click
here for Enquiry Form
- Complaints regarding any aspect of inequality should
be made in writing to the Student Services Director.
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