CUSTOMER CHARTER AND SERVICE STANDARDS

This document aims to improve access to our services and promote quality. The document explains the standards of service to expect and how to contact the relevant member of staff.

Our Commitment

We aim to deliver the best possible service to all our customers. This involves running a continuous, demanding programme of improvements to provide you with a timely, reliable and robust service, a clean welcoming and motivating learning environment with up-to date information technology by helpful and courteous members of staff.

As an organisation:

• We will be friendly, approachable and professional.
• We will respond quickly and efficiently to requests for services via phone, email, fax or in person usually within two working days.
• We will answer telephone calls immediately, if we are unable to take your call, we would ask you to leave a voice message and we will get back to you at our first opportunity.
• We will provide information about services via email or post depending on the availability of resources.
• We will provide written responses within 10 working days. We will let you know if we are unable to meet this deadline in good time inform you of the timescale involved.
• We will aim to send you a full response within 20 working days. For requests under the Data Protection Act, we will send a full response within 40 days.
• We would try to correct things to the best of our capabilities when they have gone wrong, work on complaints and suggestions. You can lodge a complaint or write a suggestion at any time via our website, email , delivery in personand post.
• We will consult you regularly and take account of your comments.
• We will promote equality and fair treatment.
• We will aim to offer you value for money.
• We continuously im to improve our services for customers.

We have listened to the views of our customers to develop the principles by which our services are provided. We have also tried to learn from other organisations that have a reputation for providing good service - we want your association with us to be a good experience.

We are accessible

Our working hours are from 9.30am to 6pm, Monday to Friday.

We are knowledgeable and authoritative

We will always make sure that our members of staff are well informed, reliable and confident, and that the information they provide you is up-to-date.

We are fair and inclusive

We will always try to treat everyone fairly and consistently. We recognise that we have a wide range of customers with different needs, and aim to ensure all out clients receive the same high level of service.

We are polite, sensitive and respectful

We want to fully understand your needs. Our staff will act in a polite and professional manner and respect your rights. In return we expect our staff to be treated properly. We will not tolerate verbal or physical abuse against them.

Making complaints or recommendations

Our staff are dedicated to providing a professional service and getting things right first time. Despite our best endeavours, we recognise that things may not always meet your expectations. We want to know what you think. If you are unhappy, we want to understand why so we can put it right. We also want to know when we have done a good job so that we can continue to do so. All feedback is reviewed regularly so that we can learn from what you are telling us and improve our service.

Our standards

Answering telephone calls

We will answer 90% of calls within 1min during normal working hours.

For You to Know

Equal Opportunities, Equality and Diversity

V P Tech is fully committed to the principles and practices of Equal Opportunities. We believe that widening participation and Lifelong Learning are an integral part of our purpose and therefore, strive to create an environment in which all forms of prejudice and discrimination are challenged.
Staff and Learners are supported to achieve their maximum potential, irrespective of gender, race, ethnicity, religion, culture, age, social class, disability, sexual orientation, or diversity.
Ours is a secular institution devoted to embracing diversity and tolerance. All faiths are treated equally in accordance with our Policy on Equal Opportunities and Code of Conduct. Our resources are dedicated to learning and therefore we do not provide any specific facilities related to one religious activity.
Copies of eCademy Equal Opportunity are available from our administrative staff.

Your feedback-Complaint/Suggestion/Request

We strive for improvement in our delivery and would like to receive feedback from you. A standard complaints procedure is used to ensure that we investigate all complaints/suggestions fully and fairly. There is a regular evaluation of learning sessions. If you have a complaint, suggestion or concern you should complete the online form on our website. For security reasons, this can only be done after logging in using your provided ID. Alternatively, please drop a hard copy in the complaint and suggestion box.

We try to resolve complaints immediately. Where this is not possible, we will acknowledge your complaint in writing (post or e-mail) or phone you to confirm that we have understood your concerns correctly. We will acknowledge your complaint within five working days, whilst informing you of the staff member dealing with your case. Furthermore, we would carry out required action and provide you a written response, where possible, and send a written reply to you within twenty- one working days. If the matter is delayed, we will provide a reason for the delay and a timescale of when a full reply will be sent.

If you are still dissatisfied with the reply, please inform us in writing and your concerns will be dealt with at a senior level, where appropriate.

Code of Conduct

eCademy is committed to providing an environment where individuals can learn safely and securely. All learners, staff and visitors are required to abide by this Code of Conduct - a full copy of the house policy can be collected from the administration department.

The policy lays out that individuals have a duty to and be responsible for:

• Showing respect for others and upholding the Equal Opportunity Policy
• Being polite and behave in a manner which will not offend others.
• Conforming to eCademy rules and regulations
• Showing respect for property and possessions
• Following health and safety and evacuation procedures
• Observing no smoking policies within the building, except designated areas.
• Upholding eCademy's reputation

Please avoid following

• The consumption of food or drink in any area other than the refectory
• Threatening or abusive behaviour, whether verbal or physical
• Acts of vandalism
• Swearing, spitting and/or use of offensive language
• Use the premises to promote a political or religious cause
• Use of or in possession of alcohol or any illegal substance
• Harassment in any shape or form
• Loud or aggressive behaviour

Study Requirements

All learners should strive to achieve the performance standards for their Assignments and tests. Learners should try and maintain deadlines wherever applicable.

Punctuality

All learners are required to arrive on time for lessons and other scheduled activities. Lateness will not be accepted, other than in exceptional circumstances

• Learners must attend all sessions and required activities according to the schedule
• Poor attendance requirements may result in withdrawal from the course
• Non –attendance for four consecutive weeks will result in your automatic withdrawal from the course
• Absence or sickness should be notified to your Academic Tutor latest after 1/2 hour of start of the session
  

Disciplinary Procedures

Failure to adhere to eCademy’s regulations may result in:

• Notification to parents/guardians for those 17 years and under
• Notification to the sponsoring employer
• Disciplinary action
• Withdrawal from the course
• Withdrawal from examination entry
• Notification to any supporting authority such as LSC, LEA

Our no-refund policy

If you have not attended your lessons consecutively for four weeks, your name will automatically be withdrawn from the course and no refund will be given.

Regulatory Policies

The policies regulate the premises of eCademy to create a safe environment for all:

1. Learners, staff and visitors, to the premises must sign in and out at the reception. Visitors must be accompanied by a member of staff
2. All students, staff and visitors are required to abide by the eCademy’s Code of Conduct
3. Whilst on premises learner time should be devoted to the purposes of learning and activities which promote learning
4. All incidents, however minor, that occur on the premises should be reported immediately to a member of staff
5. Use of mobile phones in the training rooms is prohibited
6. The College cannot accept liability for loss or damage to personal clothing or property, which occurs on premises or during any organized activity
7. Equipment and facilities should be treated with care and respect and left clean and in good order. Learners will be liable for any damage for which they are responsible
8. All staff and learners must comply with our Security and Health & Safety Policies
9. Students must notify eCademy if they change address and employed students sponsored by their employer must notify any change of employer
10. Learners must report any absences to their named Tutor latest after half an hour of start of the class
11. eCademy reserves the right to terminate a learner’s enrolment if attendance falls below 80% or they do not attend for a period of 4 weeks or more without good reason
12. Learners will be informed of the dates of assessments/examinations and are responsible for their own entry and identification of any clashes
13. Telephone calls for learners will only be accepted in an emergency.
14. Learners are required to act with due regard for the safety and welfare of themselves and others
15. eCademy reserves the right to discontinue courses, postpone/cancel sessions at any time as a result of low take up
16. Learners are required to abide by the eCademy’s rules and regulations, code of conduct, policies and practices at all times
17. It is the learner’s and staff responsibility to look after their work and ensure it is stored safely

Health and Safety

eCademy complies with the Health & Safety at Work Act 1974 and it is the duty of each individual to comply. Health and Safety procedures will feature strongly throughout your course. We make no apology for this, as safety is one area that we cannot allow you to learn by experience!
At no stage should you be asked to operate a machine or piece of equipment or use potentially hazardous chemicals and other substances without risk assessment and adequate training.

First Aid & Accidents

We have a qualified and experienced team of first-aiders; - their details are available at reception. A list of first aiders is kept at reception. Please ask the administrative officer or the reception in cases of minor injuries which require basic first aid items from the first aid kit such as a plaster, please ask the Admin Officer or at reception for assistance.

Assessment Policy

The Assessment Procedure at eCademy has been designed to uphold the high standards of V P Tech and Investments. The assessment procedure is a four-stage process that initiates from registration through to and beyond the assessment of the final assignment.

Stage 1 - Candidate Registration & Briefing

Stage 2 - Initial Assessment Procedure

Stage 3 - Feedback Procedure for Units/Assignments

Stage 4 - Standardisation Procedure for Units/Assignments

Appeals Process for Unit/Assignment Assessment

Candidate Registration

Candidates will be required to complete the registration form to enrol on any course offered. The details of this form will be explained during the registration session

It will be the responsibility of the Qualifications and Curriculum Authority (QCA) to ensure that the relevant details are sent to City and Guilds for processing.

Initial Assessment Procedure

It is the duty of the Assessor(s) to complete an Initial Assessment Form for each candidate and it is the duty of candidate to support such an assessment and allow the staff at V P Tech and Investment to formulate a personal action plan relating to the individual requirements of each candidate.

The Initial Assessment will be undertaken in accordance with our equal opportunities policy, which maintains that:

‘Candidates for employment or our training courses must be assessed solely on their qualifications, relevant knowledge, experience, personal qualities and ability. Identical standard should be assessed on the basis of the same job related criteria, regardless of colour, race, marital status, religion, gender or domestic responsibilities.’

Course Assessment and Feedback

Each course will be taught in close conjunction with the syllabus guide (whilst incorporating needs relating to Key and Core Skills development). This will be achieved by implementing courses, which develop both core material and Key Skills through individual and group activities.

Throughout the entire learning process, a feedback procedure for candidates will be in place to maintain/improve the quality of teaching. Feedback forms will be provided at the end of each unit as well as at the end of the mock and final assignment. This will be in place alongside a more open feedback system, which will allow any problems the candidate may have with any aspect of the course or assessment to be addressed at any time, thus ensuring optimum course delivery by the trainers / assessors. A Feedback form is provided at the end of the Assessment Procedure Guide, more copies of which are available on request.

Standardisation Procedure

To maintain our quality assurance policy, we will adopt an assessment standardisation process whereby all work handed in by candidates will be marked by a minimum of two assessors. This system will highlight any variances in the approach assessors take to marking pieces of work. In such a circumstance the reason behind these differentials will be investigated and rectified.

Appeals Process

An appeals procedure is in place, to enable candidates to challenge the outcomes of their assessment if they consider that their assessment has not been properly carried out.

The first point of contact for a candidate wishing to appeal is the Centre Coordinator. An appeal must be made within 20 days of the candidate being notified of the assessment decision. This contact can either be made through correspondence in the first instance, or in person. An appeals form is provided at the end of the Assessment Procedure Guide, more copies of which are available on request. It is the aim of V P Tech Investment Ltd that a decision relating to the appeal will be issued to the candidate within ten working days of the appeal being launched.