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Everybody who works for CTSafe Center is responsible for getting HSE right. Good HSE performance and the health, safety and security of everyone who works for us are critical to the success of our business.

Our goals are simply stated – no accidents, no harm to people, and no damage to the environment.

We will produce quality products and services that can be used safely by our customers.

We will:

  • consult, listen and respond openly and constructively to our customers, employees, neighbors, regulators and our other stakeholders.
  • work with others – our partners, suppliers, competitors and regulators – to raise the standards of our industry
  • maintain a safe workplace and we plan our work and perform it safely.  We take responsibility for the safety of ourselves, coworkers, and guests.
  • as a minimum, comply with all applicable laws and regulations and any other requirements to which to company subscribes
  • openly report our performance, good and bad
  • recognize those who contribute to improved HSE performance

We are committed to continual improvement of our HSE performance and management system. Our business plans include measurable HSE targets. We are all committed to meeting them.

The Board of Directors

CTSafe is committed to providing a workplace that is safe in every sense and fully productive, so that everyone can carry on their jobs and fulfill their responsibilities in the right manner. That means striving to ensure, among other things, that the workplace is free from the effects of substance abuse.
The following standards of behavior are required of all employees:

  • Employees should be fit and ready to carry out their work duties at all times.
  • Except where authorized for special occasions, alcohol is not permitted during working hours on any offices. Some offices have also been designated alcohol free at all times.
  • The misuse of legal drugs is prohibited, as is the use, possession, sale or distribution of illegal drugs.

We wishe to ensure that all employees recognize the threat posed by substance abuse and aims at minimizing the risks involved.

Employees who believe they have a dependency on drugs or alcohol are encouraged to come forward and seek help and support.  As far as possible, an employee who volunteers a dependency on drugs and alcohol will be treated in the same way as an employee with any other illness.

The Board of Directors

Quality Assurance (QA) is the process of ensuring that training delivery and assessment practice is monitored in order to ensure that they meet our partners. At CTSafe , we operate a quality assurance policy to maintain the consistency and accuracy of assessments and ensure continual development of our working practices, resources, processes and procedures. This supports our aim to encourage and enable knowledge gathering and realize achievement through quality delivery.

We regularly monitor all of our courses. Our General Director frequently reviews all training delivery taking place in the center and Quality Assurance is carried out on an on-going basis to ensure consistent assessment standards are maintained following accrediting organizations and other awarding bodies’ guidelines.

Purpose: To meet the requirements placed on us by;

  • Our accrediting organizations;
  • Other awarding bodies;
  • Our students;
  • Our partners etc.

To support all employees to have excellent working practices via provision of formative training, supervision and observation processes.

To support and develop tutors in their working practices by affording them the opportunity to receive critically supportive comment on the assessment decisions reached on portfolio evidence and training/teaching techniques applied

To ensure provision of secure, hospitable, inspiring and engaging settings for learners.

To provide a continuous check on the consistency and quality of delivery and the consistency, quality and fairness of marking, grading and overall assessment of learner evidence

To ensure that valid, consistent assessment decisions are reached and external requirements are fully met.

To develop and maintain internal and external associations based on quality and integrity.

Scope

All employees, tutors and students; Quality Assurance of any work practices, documents and evidence that impact on the delivery, examination and assessment of qualifications and training supplied by CTSafe.

Roles and Responsibilities

Our General Director is responsible for ensuring that;

  • The quality requirements of our accrediting organizations, other awarding bodies and partners are met in the delivery and assessment of qualifications;
  • Quality Assurance policy and procedures are sufficient, regularly reviewed and known, understood and implemented by all;
  • All employees and tutors involved in the processes of delivery of services are appropriately trained and qualified through provision of rigorous recruitment processes, induction training and continual development;
  • All employees and tutors involved in QA processes are appropriately trained and qualified through provision of rigorous recruitment processes, induction training and continual development.

Employees and tutors involved in induction of students are responsible for ensuring:

  • Checking the identity of the student;
  • All paperwork is fully and accurately completed;
  • Students are inducted into their chosen program in a way that meets their needs.

Tutors are responsible for ensuring that:

  • Candidates/learners are aware of;
    • The different types of evidence that they can collect to prove competence of knowledge and working practices;
    • Their responsibilities in the collection, authentication and presentation of evidence;
  • The candidates/learners are fully supported throughout the term of their qualification. This should include:
    • Assessing the persons learning style and discussing their preferred ways of learning
    • Effective management evidence gathering, assessment and attainment
    • Agreeing and recording assessment and visit plans for each person
    • Completing regular reviews with the person and their employer to review progress and agree new targets
    • Providing the person with prompt, accurate, formative and summative feedback.
    • Demonstration of anti-discriminatory practice and equal opportunities
    • Maintenance of confidentiality and compliance with the data protection.
  • They observe learners’ performance through formative assessment and/or in simulated situations, and/or conduct other forms of assessment in accordance with the qualification and unit standards and the accrediting organizations
    • ensuring validity, authenticity, currency and sufficiency of evidence
    • maintaining appropriate, accurate and verifiable records
    • confirming that learners have demonstrated competence/knowledge and have completed the required documentation
  • As required they make themselves available and organize for their students to be available to the General Director and external Quality Assurers from our accrediting organizations and other awarding bodies.

Quality Assurers: Quality assurers are responsible for:

  • Ensuring that they lead, advise and support the tutors allocated to them through;
  • Ensuring adherence to the principles of assessment and guidance provided by the center;
  • Providing guidance on the interpretation and application of assessment criteria correctly and consistently applied;
  • Observation and supply of formative feedback on working practices;
  • Sampling of assessment activities such as assessment decisions, formative feedback supplied, completion of portfolio documents, student evaluation forms etc
  • Ensuring assessors have opportunities for updating and developing their professional competence;
  • Carrying out a quality audit of the documentation used within and format of the training courses;
  • Supporting, countersigning, dating assessments and quality assuring judgments by assessors and Quality Assurers not holding the appropriate assessor/Quality Assurer qualifications as approved and specified by the Regulatory Authorities.
  • Supporting the Training Center to meet its goals by;
    • Undertaking an active role in raising issues of good practice in assessment;
    • Ensuring that equal opportunities and anti‐discriminatory practices are upheld in the assessment process;
    • Liaising with other QAs and the External Quality Assurer to implement the requirements of the assessment system;
    • Ensuring that all Learners’ achievement records and Center documentation are completed in accordance with requirements;
    • Attending regular QA meetings.

Policy Implementation

  • The QA policy must be applied to every program with work that is internally assessed and which contributes to the final assessment outcome of a student.
  • Tutors and Quality Assurers will be given sufficient time, resources and authority to perform their roles and responsibilities effectively.

Qualifications

  • Only appropriately qualified and experienced tutors must carry out un-supported assessment. All tutors must have significant experience in the sector of the qualification
  • Appropriately qualified staff must carry out all internal quality assurance.

Observations

All tutors will have at least one observation per year by their allocated QA

QA observation should include;

  • Sight of Learning Plan
  • Agreement of objectives for the meeting/visit/session
  • Student performance and stretching
  • Questioning / Assessment / Training / Self-guided learning
  • Formative feedback

The Board of Directors

Introduction

This policy applies to CTSafe Center staff who are suspected of being involved in such cases. It is also for use by our staff to ensure they deal with all malpractice and maladministration investigations in a consistent manner.

It sets out the steps learners or other personnel must follow when reporting suspected or actual cases of malpractice and/or maladministration and our responsibilities in dealing with such cases. It also sets out the procedural steps to be followed when reviewing any cases of malpractice and/or maladministration.

Center’s Responsibility

It is important that all personnel involved in the management, delivery, assessment and quality assurance of CTSafe Center regulated qualifications and learners are fully aware of the contents of the policy of malpractice and/or maladministration.

If a failure to report suspected or actual cases of malpractice and/or maladministration cases is found, it may lead to serious management consequence. If you wish to receive guidance and/or advice from CTSafe Training Center  on how to prevent, investigate, and deal with malpractice and maladministration then please contact us and we will happily provide you with such advice and/or guidance.

Should an investigation be undertaken into the CTSafe Center, the center coordinator must:

  • Ensure the investigation is carried out by competent investigators who have no personal involvement in the incident or interest in the outcomes
  • Ensure the investigation is carried out in an effective, prompt and thorough manner
  • Respond speedily and openly to all requests relating to the allegation and/or investigation
  • Cooperate and ensure their staff cooperate fully with any investigation and/or request for information.

Definition of Malpractice

Malpractice is defined as any deliberate activity, neglect, default or other practice that compromises the integrity of the internal or external assessment process and/or validity of certificates of a qualification awarded by CTSafe Center. It covers the deliberate actions, neglect, default or other practice that compromises, or could compromise the following:

  • The assessment process
  • Integrity of a regulated qualification
  • The validity of a result or certificate
  • The reputation and credibility of CTSafe Center qualifications
  • The qualification of the wider qualification’s community.

Malpractice may include a range of issues from the failure to maintain appropriate records or systems to the deliberate falsification of records in order to claim certificates. For the purpose of this policy this term also covers misconduct and forms of unnecessary discrimination or bias towards certain learners.

Examples of Malpractice

The categories listed below are examples of malpractice. Please note that these examples are not exhaustive and are only intended as guidance on our definition of malpractice:

  • Deliberate misuse of our logo, brand, name and trademarks or misrepresentation
  • Deliberate failure to continually adhere to CTSafe Center recognition and/or qualification approval requirements.
  • Intentional withholding of information from CTSafe Center which is critical to maintaining the rigor of quality assurance and standards of qualifications
  • Deliberate failure to carry out internal assessment, internal moderation or internal quality assurance monitoring in accordance with our requirements
  • The unauthorized use of inappropriate materials/equipment in assessment settings
  • A loss, theft of, or a breach of confidentiality in, any assessment materials
  • Insecure storage of assessment materials
  • Inappropriate circulation/distribution of assessment materials
  • Unauthorized amendment, copying or distributing of assessment papers/materials
  • Plagiarism by learners or center personnel
  • Cheating by learners or center personnel
  • Personation, assuming the identity of another learner or having someone assume their identity during an assessment
  • Collusion or permitting collusion in assessments
  • Deliberate contravention by learners of the assessment arrangements we specify for our qualifications
  • Fraudulent claim for certificates and/or deliberate submission of false information to gain a qualification or unit
  • False records
  • Deliberate failure to adhere to our learner registration and certification procedures
  • Deliberate failure to maintain appropriate auditable records, e.g. certification claims and/or forgery of evidence
  • Learners still working towards qualification after certification claims have been made
  • Selling certificates for cash
  • Selling papers/assessment details
  • Extortion and Fraud
  • Threatening or abusive behavior that threatens the safety of center personnel and/or staff and/or is intended to put undue influence on the outcomes of an assessment/award.

Definition of Maladministration

Maladministration is defined as any activity, neglect, default or other practice that results in tutor, assessor, learner or quality assurer not complying with CTSafe Center requirements, the General Conditions of Recognition, or regulatory principles.

Maladministration is in effect any activity or practices which results to non-compliance with administrative requirements and regulations. This includes the application of persistent mistakes or poor administration within the center including inappropriate learner records.

Examples of Maladministration

The categories listed below are examples of center and learner maladministration. Please note that these examples are not exhaustive and are only intended as guidance on our definition of maladministration:

  • Persistent failure to adhere to learner registration and certification procedures
  • Persistent failure to adhere to center approval criteria and/or qualification requirements
  • Late learner registrations (both frequent and persistent)
  • Unreasonable delays in responding to requests and/or communications from CTSafe Center
  • Inaccurate claim for certificates
  • Late learner certification requests, e.g. beyond the certification end date for the qualification
  • Failure to maintain appropriate auditable records, e.g. certification claims and/or forgery of evidence
  • Withholding or the delaying of information, by deliberate act or omission
  • Misuse of our logo and trademarks or misrepresentation of CTSafe Center and/or its recognition and approval status with CTSafe Center
  • Poor administration arrangements and/or records
  • Persistent mistakes in relation to our delivery arrangements

Process for Making an Allegation of Malpractice or Maladministration

Anybody who identifies or is made aware of suspected or actual cases of malpractice or maladministration at any time must immediately notify CTSafe Center. In doing so, they should put this in writing/email and enclose appropriate supporting evidence.

All allegations must include (where possible):

  • Learner’s name and reference number
  • CTSafe Center personnel’s details (name, job role) if they are involved in the case
  • Details of the course/qualification affected, or nature of the service affected
  • Nature of the suspected or actual malpractice or maladministration and associated dates
  • Details and outcome of any initial investigation carried out by in-charge person and anybody else involved in the case, including any mitigating circumstances.

Confidentiality

Sometimes, a person making an allegation of malpractice or maladministration may wish to remain anonymous, although it is always preferable to reveal your identity and provide us with contact details. However, if you are concerned about possible adverse consequences that may occur should your identity be revealed to another party then please inform us that you do not wish for us to divulge your identity and we will work to ensure your details are not disclosed. We will always aim to keep a whistleblower’s identify confidential where asked to do so

The investigator(s) assigned to review the allegation will not reveal the whistleblower’s identity unless the whistleblower agrees or it is absolutely necessary for the purposes of the investigation (as noted above). The investigator(s) will advise the whistleblower if it becomes necessary to reveal their identity against their wishes. A whistleblower should also recognize that he or she may be identifiable by others due to the nature or circumstances of the disclosure (e.g. the party which the allegation is made against may manage to identify possible sources of disclosure without such details being disclosed to them).

Responsibility for the Investigation

All suspected cases of malpractice and maladministration will be passed to our General Director of CTSafe Center and we will acknowledge receipt, as appropriate, to external parties within 48 hours.

Our General Director will be responsible for ensuring the investigation is carried out in a prompt and effective manner and in accordance with the procedures in this policy and will allocate a relevant member of staff to lead the investigation and establish whether or not the malpractice or maladministration has occurred. At all times we will ensure that CTSafe Center personnel assigned to the investigation have the appropriate level of training and competence and they have had no previous involvement or personal interest in the matter.

Notifying Relevant Parties

In all cases, we will tell the person who made the allegation who will be handling the matter, how they can contact them, what further assistance we may need from them and agree a timetable for feedback. In cases of suspected or actual malpractice and/or maladministration, we will notify the center coordinator involved in the allegation that we will be investigating the matter.

Where applicable, General Director of CTSafe Center will inform the appropriate regulatory authorities if we believe there has been an incident of malpractice or maladministration.

Investigation Timelines and Summary Process

Once CTSafe Center has received an allegation of malpractice or maladministration you will be sent an acknowledgement of receipt within 7 working days. The allegation will be reviewed in line with our policies and procedures and an investigation will be conducted where necessary. To ensure a fair and thorough process is followed the duration of the investigation will depend on the nature and severity of the allegation we receive at this stage, or the complexity of the response required.

We do aim to provide this as soon as the outcome is available or within a maximum of 28 days. Please note that in some cases the investigation may take longer. In such instances, we will advise all parties concerned of the likely revised timescale.

The fundamental principle of all investigations is to conduct them in a fair, reasonable and legal manner, ensuring that all relevant evidence is considered without bias. In doing so investigations will be underpinned by terms of reference and based around the following broad objectives:

  • To establish the facts relating to allegations/complaints in order to determine whether any irregularities have occurred
  • To identify the cause of the irregularities and those involved
  • To establish the scale of the irregularities and whether other qualifications may be affected
  • To determine whether remedial action is required to reduce the risk to current registered learners and to preserve the integrity of the qualification
  • To ascertain whether any action is required in respect of certificates already issued
  • To identify any adverse patterns or trends.

The investigation may involve a request for further information from relevant parties and/or interviews with center personnel involved in the investigation. In any interviews carried out with the person(s) accused of malpractice or maladministration they can choose to be accompanied by a representative, this could be a colleague, trade union representative, or other third party.

Investigation Report

If we believe there is sufficient evidence to implicate an individual in malpractice and/or maladministration we will:

  • Inform them (preferably in writing) of the allegation
  • Inform them of the evidence we found to support our judgment
  • Inform them that information in relation to the allegation and investigation may be, or has been, shared with the regulators and other relevant bodies (e.g. police)
  • Provided them with an opportunity to consider and respond to the allegation and our findings
  • Inform them of the appeals policy should they wish to appeal against the decisions.

After an investigation, we will produce a draft report for the parties concerned to check the factual accuracy. Any subsequent amendments will be agreed between the parties concerned and ourselves. The report will cover the following areas:

  • Identify where the breach, if any, occurred
  • Confirm the facts of the case (and any mitigating factors if relevant)
  • Identify who is responsible for the breach (if any)
  • Contain supporting evidence where appropriate (e.g. written statements)
  • Confirm an appropriate level of remedial action to be applied.

We will make the final report available to the regulatory authorities and other external agencies as required. If it was an independent/third party that notified us of the suspected or actual case of malpractice and/or maladministration we may also inform them of the outcome, normally within 7 working days of making our decision. In doing so we may withhold some details if to disclose such information would breach a duty of confidentiality or any other legal duty.

Investigation Outcomes

If the investigation confirms that malpractice or maladministration has taken place, we will consider what action to take to:

  • Minimize the risk to the integrity of certification now and in the future
  • Maintain public confidence in the delivery and awarding of qualifications
  • Discourage others from carrying out similar instances of malpractice or maladministration
  • Ensure there has been no gain from compromising our standards.

Monitoring and Review

We will review this policy annually as part of our quality assurance requirements and revise it as and when necessary in response to learner feedback, changes in our practices, actions from the regulatory authorities or external agencies, changes in legislation, or trends identified from previous allegations.

The Board of Directors 

The purpose

CTSafe is committed to providing an efficient and high standard of service to our clients and learners. We continue working to achieve this high level of service by maintaining quality assurance standards which are compliant with regulatory requirements. It is our aim to ensure that all assessment outcomes are fair, consistent, and reliable based on the valid judgments of the assessor using the assessment strategy for the qualification in question. However, occasions may arise where the training provider or learner may wish to question a decision.

The Policy

CTSafe will ensure that:

  • Assessments are carried out by assessors who have the appropriate qualifications, knowledge, understanding, and skills, and the assessments are valid for the subject or qualification in question
  • Assessment evidence is authentic, solely being produced by the learner in question
  • The consistency of assessments decisions covering all assessors over time
  • Appeals are heard by individuals that have the appropriate competence to make decisions in each individual case and have had no prior involvement or a personal interest in the case.

Everyone has the right to appeal if they believe that their assessment decision or a decision following a malpractice or maladministration investigation is incorrect. This policy will define the stages and procedures you would need to follow, guidance is as follows:

  • The process you need to follow to submit an enquiry or appeal
  • The timescales for an enquiry or appeal
  • How and when you will be notified of the outcome.

CTSafe will accept an appeal in relation to the following:

  • Appeals against results of assessment or quality assurance
  • Appeals against a decision made relating to a reasonable adjustment or special considerations application
  • Appeals against decisions relating to any action taken against a learner or center following an investigation into malpractice or maladministration
  • Appeals against center or qualification approval decisions.

CTSafe has this Enquiries and Appeals Policy available on our website so all clients, learners and partners can access this information or can request a copy by contacting us. We are committed to providing an equal opportunity for all, where possible to communicate with us. Therefore, if a learner, client or partner wishes to enquire or appeal against an assessment decision they have clear guidance on how to proceed.

Firstly, we advise all learners to discuss any concerns or enquiries relating to the result of the assessment with the assessor to resolve the issue. If you are not satisfied with the outcome then please contact us for further advice and guidance or refer to the guide within this policy.

Stage 1: Enquiries Regarding Assessment Decisions

If a learner wishes to question an assessment result, they should initially discuss their concerns with the approved tutor/assessor. If the learner is not satisfied with the outcome, learners should contact us for further action.

CTSafe will appoint the relevant manager to act as an adjudicator who has not had any involvement with the case. The adjudicator will consider the written submission from the course tutor/assessor and learner and will review the procedures. The adjudicator may instruct that a further re-mark or re-assessment should take place if they consider that the assessment procedures were not adequately followed.

Stage 2: Appeal

In a stage 2, the appeal must be submitted within 14 days of the stage 1 enquiry decision being received and accompanied. CTSafe will acknowledge receipt of this appeal and the appellant will be contacted within 7 working days. The appeals committee consists of senior managers or other individuals deemed to be appropriately competent, who have no personal interest in the decision being appealed and an independent person who is not an employee and assessor.

The appeals committee is unable to re-mark or re-assess work but may instruct that a further re-mark or re-assessment should take place if they consider that the procedures were not adequately followed. The appeals committee will make the final decision and notify the appellant of the outcome by letter as soon as it is available, within a maximum of 28 days. If the appeal is upheld the appeal administration fees will be reimbursed to the learner.

If the outcome of an appeal at any stage leads to CTSafe discovering a failure in the assessment process, an investigation shall be conducted to determine if there are any other learners affected, and if there are any adverse effects arising from the failure. If this is the case, CTSafe shall promptly implement the adverse effects procedure and take decisive action to correct the failure, or if this is not possible to reduce the impact of the failure on any learners.

Monitoring and Review

This policy will be reviewed annually as part of our quality assurance requirements to ensure it is fit for purpose, reflects the type of appeals that we may receive and ensure the process is managed in accordance with regulatory requirements.

The Board of Directors

CTSafe recognizes that equality of opportunity and valuing diversity are essentially important.

This policy covers equality and diversity in relation to: gender, race, ethnic origin, disability, age, nationality, national origin, sexuality, religion or belief, marital status, trade union or political party membership, social class, pregnancy and maternity.

  • Our equality policy applies to CTSafe staff, our customer service and the delivery of our operations; following relevant equality and discrimination laws.
  • All employees and candidates who take part-time, full-time and temporary will be treated fairly and equally.
  • Selection for employment, promotion, training or any other benefit will be on the basis of aptitude and ability.
  • All employees will be assisted and encouraged to develop their full potential and the talents and resources of the workforce will be fully utilized to maximize the efficiency of the organization.

 Our Commitment

  • Every employee and client is entitled to a working environment which promotes dignity and respect to all. No form of intimidation, bullying or harassment will be tolerated.
  • The commitment to diversity and equality in the workplace is good management practice and makes sound business sense.
  • Breaches of our diversity and equality policy will be regarded as misconduct and as such may lead to disciplinary proceedings.
  • This policy is fully endorsed and actively promoted by the Company Directors; including an annual review, and monitoring where relevant.
  • All staff are committed to upholding our equality and diversity policy. Training and support is given to staff to interpret legislation and expectations in the workplace.

What we will do:

  • The organization recognizes and is committed to meeting its duties under equality legislation.
  • We are committed to improving equality practice throughout the company.
  • We will ensure that all employees, clients and customers are treated fairly and consistently, without discrimination.

We will take action to combat discrimination in all areas of employment and our operations on the grounds of age, gender, disability, family or marital status, race, nationality, national or ethnic origin, sexual orientation, religious or other beliefs, responsibility for dependents, social class, income, trades union or political membership or activity, or any other grounds that cannot be shown to be justified.

We will do this via:

  • Ensuring that all employees are aware of the policy and receive training
  • Ensuring that all contractors and organizations providing services on our behalf have equality policies covering employment and service delivery or adopt our own policy.

Responsibilities

  • The Company Directors have ultimate responsibility for the Equality and Diversity Policy.
  • All staff are committed to supporting and delivering the policy in the organization, and in our operations.

The Board of Directors

Introduction

CTSafe Center is committed to providing an efficient and high standard of service to our clients and/or learners.
We continue working to achieve this high level of service by implementing a quality assurance policy and take every care to ensure we are delivering a high standard of service but are aware that there may be occasions that we do not meet both yours and our expectations. If so, please raise your concerns with us immediately so we can address them, respond positively and rectify any mistakes made.

The Policy
We are committed to promoting fairness and equality of treatment to all. We are willing to take positive or negative feedback from any individual that has been directly affected by our services. We strive to think that our clients and/or learners have confidence that we will listen to their views and act upon them accordingly. All written correspondence will be acknowledged by us within 7 working days, any dissatisfaction received will be treated as a complaint.

Our aim is to provide our clients and/or learners with a clear, precise process to follow when they feel the need to make a complaint and communicate effectively the process CTSafe will follow to resolve the complaint.

We aim to ensure:

  • The complaints procedure is an easy process to follow and is prompt and efficient
  • All complaints are treated as a dissatisfaction with our level of service
  • The resolution is to the complainant’s satisfaction (explanation, apology, action taken) and our staff when dealing with the complaint are courteous, consultative, and responsive
  • Complaints and feedback received is reviewed in line with our quality assurance standards to help improve our products and services.

Everyone has the right to raise a complaint, so this policy will define the stages and procedures you would need to follow, guidance is as follows:

  • The process you need to follow to raise a complaint
  • The appropriate person who this should be directed to
  • The timescales for the complaint to be investigated
  • How and when you will be notified of the outcome.

We will refer a complaint not under this policy in relation to the following:

  • If the complaint relates to any assessment decision or course results, please refer to our Enquiries and Appeals Policy
  • Any form of malpractice or maladministration, this will be dealt with under our Malpractice and Maladministration Policy.

Raising Concerns and Making Complaints

All individuals can access the information about our complaint’s policy through our website or can request a copy by contacting us at contact@ctsafecenter.com. We are committed to providing an equal opportunity for all, where possible to communicate with us.

Tutors and assessors may raise a complaint directly to CTSafe by following this policy as well.

If you have attended a course and are dissatisfied with the service or are seeking a refund of your course fee you must firstly try to resolve this matter with our coordinator and learners must have known this complaints policy before raising a complaint with us. If you are not satisfied with your complaints, please contact CTSafe General Director further advice.

A complaint can be raised by an individual, a group or a third party who is acting on behalf of someone else. If a third party is submitting a complaint on behalf of someone else, they will need written permission from the complainant along with the written complaint attached, this should then be presented to CTSafe for acceptance.

Once CTSafe has received a complaint, an acknowledgement will be sent within 7 working days. The complaint will be reviewed in line with our policies and procedures and an investigation will be conducted where necessary.
To ensure a fair and thorough process is followed the duration of the investigation will depend on the nature and severity of the complaint we receive at this stage, or the complexity of the response required. We do aim to provide this as soon as the outcome is available or within a maximum of 28 days.

How to Make a Complaint

Informal Process

We understand that most individuals who are not satisfied with a service would like it addressed and dealt with as soon as possible, therefore an informal process would be far more appropriate.

An informal process will be more efficient resolving complaints quickly by mediating between who is responsible for the dissatisfaction and the complainant. The complaint may be resolved immediately following this process, so we encourage our clients and/or learners to contact us directly at 0768.494949 for an informal discussion if they have a complaint that needs to be resolved to achieve the desirable outcome.

If a complaint cannot be resolved informally then the formal complaints procedure should be followed. We may require further information from the complainant to ensure that we fully understand what the complaint is about. We will investigate accordingly to achieve the best outcome.

Formal Process

Stage 1

If the complainant is not satisfied with the outcome from the informal process, the dissatisfaction should be submitted in writing to CTSafe. Once we have received this information, we will send acknowledgement of receipt to the complainant within 7 working days and an investigation to resolve the dissatisfaction will commence.

CTSafe will identify an appropriate manager to review the complaint for further investigation and the complainant will be notified of the individual responsible for this. The member of management will conduct a further investigation in to the complaint, upon completion of the investigation they will communicate and notify the complainant and provide them with an explanation or resolution.

To ensure a fair and thorough process is followed the duration of the investigation will depend on the nature and severity of the complaint we receive at this stage, or the complexity of the response required. We do aim to provide this as soon as the outcome is available or within a maximum of 28 days of receiving the stage 1 complaint. In some cases, this may take longer to conclude the complaint with an outcome, in these instances the complainant will be notified of revised timescales.

If the complainant remains dissatisfied with the outcome from the manager’s investigation the next steps to pursue are stage 2 of the complaint’s procedure.

Stage 2

If the complainant is not satisfied with the outcome from the stage 1 complaints process, they are able to request a review of the complaint by a senior manager. This must take place within 14 days of the outcome of the original complaint and must be submitted in writing. The senior manager will determine if appropriate procedures were followed and the complaint was answered fully, if there is new evidence submitted in support of the complaint this will also be reviewed. Following review, we shall aim to notify the complainant in writing as soon as possible of the outcome, within a maximum of 28 days.

If the client or learner is not satisfied with the final response, they may then refer the complaint to the appropriate regulatory authority.

Monitoring and Review

CTSafe is committed to continual improvement. All complaints received by CTSafe are reviewed to prevent re-occurrence to improve the suitability and effectiveness of our policies and procedures and to contribute to the development of qualifications that are fit for purpose and meet individual needs.

The Board of Directors

Introduction

This policy is to build on the effective Internal Verification system operated at CTSafe and to establish further consistency and standardization in the practice of internal verification. This policy embraces our commitment to policies and practices based on the principles of fairness, openness and transparency for its learners, customers and employees. The policy will continue to ensure that feedback received from awarding organizations about the quality of our provision is positive and will continue to ensure that assessment decisions made at the CTSafe are accurate and consistent.

Verification Aim

The aim of this policy is to implement a transparent, fair and consistent Internal Verification system based on best practice of Awarding organizations thereby ensuring that assessment and internal verification decisions made at the CTSafe are accurate and consistent and meet the national standards.

Verification Principles

The Internal Verification must ensure the accuracy and consistency of assessment decisions between assessors operating at the CTSafe and that assessors must be consistent in their interpretation. This Internal Verification will ensure that these principles are upheld by ensuring that all learners, assessors and internal verifiers know and understand their rights, responsibilities and accountabilities with regards to the process of internal verification at the CTSafe .

An effective Internal Verification system, established via consistent implementation of this policy and associated procedures, has the following benefits:

  • The CTSafe continues to develop the reputation and practice that attracts a diversity of learners who want to study in the organization and the employees from all backgrounds;
  • Enhanced levels of public confidence in the standard of learners progressing from the CTSafe with courses;
  • Consistently high levels of recruitment, retention and achievement of learners;
  • High levels of learner and staff satisfaction in learning and working practices;

Learners Entitlements:

Effective implementation of this policy will help to ensure that all learners studying program at the CTSafe are entitled to:

  • a comprehensive induction program, outlining the information, support and guidance available to them, the approaches to teaching, learning and assessment that will be employed, and the expectations of the program;
  • an individual learning plan and/or assessment plan based upon the outcomes of initial assessment, progress on the qualification and/or expertise/experience in the areas of study which identifies specific and challenging targets agreed with their assessor;
  • continuous guidance and support from assessors addressing progress in learning and achievement and lack of progress due to any difficulties being experienced;
  • have their work assessed and internally verified in terms of its validity, authenticity,

Learners Responsibilities:

Successful assessment and internal verification is a two-way process which also places responsibilities on the learners. Learner entitlements are most likely to be met fully when all learners:

  • Meet their responsibilities, as outlined in the CTSafe rules and regulations.
  • Meet targets established with their assessor in their learning / assessment plan.
  • Submit work for assessment in accordance with their learning / assessment plan.
  • Present evidence for assessment and internal verification when requested.

Teaching Staff Responsibilities

Teaching staff involved in delivering, assessing and internally verifying these qualifications are termed, Assessors, Internal Verifiers and Internal Verifier Coordinators. An overview of the role and responsibilities of these key staff are outlined below.

Assessors:

In addition to being occupationally competent, qualified and having relevant occupational expertise are responsible for:

  • Managing the assessment system from learner induction (including registration of learners), to assessment planning, feedback, assessment decisions, review, record keeping as required by the awarding body.
  • Assessing evidence of learner competence as appropriate.
  • Ensuring the learners’ evidence is valid, authentic, sufficient and current.
  • Maintaining accurate and verifiable records of learner assessment decisions and achievement, as required by the awarding organization.

  Internal Verifiers:

In addition to being occupationally competent, qualified and having relevant occupational expertise are responsible for:

  • Managing the internal verification system, from induction, to assessment planning, feedback, assessment decisions, review, record keeping, certification as required by the awarding organization.
  • Establishing procedures to ensure that all assessors interpret standards in the same way.
  • Regularly sampling evidence of assessment activities made by all assessors, across all aspects of assessment including direct observation of assessment practice.
  • Monitoring and supporting the work of assessors, including the facilitation of appropriate staff development and training for assessors.
  • Maintaining up to date records and sampling activity and ensuring that these are available for external verification.

Internal Verifier Coordinators:

In addition to being occupationally competent, qualified and having relevant occupational are responsible for:

  • Providing feedback to the external verifier on the effectiveness of assessment.
  • Ensuring that any corrective action required by the awarding body is carried out within agreed timescales.

Note: In teams where the role of internal verifier and internal verifier coordinator are being performed by the same person, the responsibilities and accountabilities of the internal verifier coordinator are in addition to those of the role of the internal verifier.

Management Responsibilities

The CTSafe Management should ensure that:

  • All teaching staff (i.e. assessors, internal verifiers and internal verifier coordinators) are fully conversant with this policy and the demands it places on them;
  • All teaching staff actively promote the principles of equality and diversity and health and safety in their teaching, assessment and internal verification;
  • All teaching staff receive appropriate training and development to enable them to meet their responsibilities and gain a common understanding of relevant standards and associated requirements;
  • All newly appointed teaching staff have induction training in the delivery, assessment and internal verification as required to enable them to meet their responsibilities.

 The success of the Policy Evaluation

  • Positive internal verification reports confirming that there is accuracy and consistency of assessment decisions between assessors and that assessors are consistent in their interpretation;
  • Positive external verifier reports confirming that standards are being consistently maintained, internal verification practice meets the awarding organization guidance/regulations and are being upheld and that the CTSafe continues to meet their requirements;
  • Positive audit reports confirm that the Internal Verification Policy is being consistently applied.

Responsibilities for Policy Implementation:

Responsibility resides at all levels across the CTSafe :

  • The General Director has overall responsibility for the implementation of this policy;
  • The General Director and his/her Assistant are responsible for overseeing the implementation;
  • Assistant for General Director and Courses Managers are responsible for ensuring that course teams (i.e. assessors, internal verifiers and internal verifier coordinators) collaboratively address the requirements of this policy;
  • The teaching staff is responsible for meeting Learners’ Entitlements stated above.

Verification Review

The effectiveness of this policy will be monitored annually and reviewed every two years in light of experience and best practice. In considering the effectiveness of this policy consultation will be undertaken with staff and managers to assist in the review process.

The Board of Directors

Call/Zalo: 0966.449.449

board@ctsafecenter.com

© Since 2010 CTSafe Center