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The Enquiries and Appeals Policy

The Enquiries and Appeals Policy

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
20 Jan, 2020

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