Scope of the policy
This policy is provided for Virtual Internship Partners Ltd customers, including learners and staff members who are using or delivering the courses or qualifications Virtual Internship Partners Ltd offer.
Location of the policy
This policy is available for all staff members, third parties and learners to access digitally and on the Virtual Internship Partners Ltd website.
Communication of the policy
It is important that staff involved in the management, delivery, assessment and quality assurance of accredited qualifications and learners undertaking these qualifications, are fully aware of the contents of the policy.
This policy is communicated to all learners (interns) at induction and referred to throughout the program.
his policy is communicated to all staff as part of their induction into the innovations partnerships programs where this is applied.
Review of the policy
Virtual Internship Partners Ltd will review the policy annually and revise it as and when required in response to customer and stakeholder feedback, changes in practices, actions required by the awarding body or changes in legislation. Our review will ensure that our procedures continue to be consistent with the regulatory criteria and are applied properly and fairly in arriving at judgements
Virtual Internship Partners Ltd is committed to providing a quality service for its learners and staff members, working in an open and accountable way that builds the trust and respect. One of the ways in which we can continue to improve our service is by listening and responding to the views of our staff members, customers and learners, and in particular by responding positively to complaints, and by putting mistakes right.
Statement of Principles
Virtual Internship Partners Ltd aim to ensure that:-
- Making a complaint is as easy as possible
- We treat a complaint as a clear expression of dissatisfaction with our service, which calls for an immediate response
- We deal with it promptly, politely and confidentially
- We respond in the right way – for example, with an explanation or apology
- We learn from complaints, use them to improve our service, and review annually our complaints policy and procedures
We recognise that many concerns will be raised informally, and dealt with quickly. Our aims are to:-
- Resolve informal concerns quickly
- Enable mediation between the complainant and the individual to whom the complaint has been referred
An informal approach to dealing with a complaint may be appropriate; however, if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure must be followed.
Definition: A complaint can be defines as ‘any expression of dissatisfaction that relates to Virtual Internship Partners Ltd and that requires a formal response
Purpose: The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant’s satisfaction.
Virtual Internship Partners Ltd’s responsibilities are to:
- Acknowledge the formal complaint in writin
- Respond within the stated period of time
- Deal reasonably and sensitively with the complaint
- Take action where appropriate
Confidentiality: Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and Virtual Internship Partners Ltd maintain confidentiality. However the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own merit). Should this be the case, the situation will be explained to the complainant.
If a complaint is unable to be resolved informally, the complainant should write/email their complaint to a relevant staff member, so that they have a chance to put things right. In the email, it should set out the details of the complainant’s complaint, the consequences for them as a result, and the remedy they are seeking.
Complaints will be acknowledged by Virtual Internship Partners Ltd. within 2 working days of receipt of a complaint. Complaints will be investigated by relevant staff members. As part of the investigation regarding a complaint, a staff member may undertake interviews with the relevant people involved.
A complainant will be informed of the investigation outcome and decision within 10 days of a complaint being acknowledged (this may be extended, depending on the nature of the complaint).
If a complainant is not satisfied with the initial response to a complaint, they can write to Centre Manager/Chief Exec. and ask for their complaint and the response to be reviewed.
Centre Manager/Chief Executive will acknowledge a complaint within 2 working days of the receipt of a complaint. Responses to complaints will be within 10 workings days of the acknowledgement.
Virtual Internship Partners Ltd. aim is to resolve all matters as quickly as possible. However, some issues will be more complex and therefore may require longer to be fully investigated. If a matter requires more detailed investigation, a complainant will receive an interim response describing what is being done to deal with the matter, and when a full reply can be expected and from whom.
If a complainant is not satisfied with the subsequent reply from Centre Manager/Chief Executive then they have the option to contact the awarding body with regards to their complaint. They will undertake an investigation into any complaints received, in line with their Complaints Policy.
All documents relating to a complaint must be saved and stored securely in the centre. The awarding body must be given access to any information or documents regarding any complaints when requested.