Appeals Procedure - Norseal Academy
April 2024
This policy is provided for Norseal Academy customers, including learners and staff members who are using or delivering the courses and qualifications that Norseal Academy offer.
This policy is available for all staff members, third parties and learners to access upon request from the Norseal Academy SharePoint network.
It is important that staff involved in the management, delivery, assessment, and quality assurance of TQUK qualifications and learners undertaking these qualifications, are fully aware of the contents of the policy.
Norseal Academy 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 TQUK 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. It will be reviewed at the end of April annually.
Challenge an Assessment Decision
All learners have the right to challenge the outcomes of their assessment decisions, if they consider the assessment has not been carried out properly. Learners may appeal on a variety of issues.
These issues may include the following: -
- Conduct of the assessment
- Adequacy of the range, nature and comprehensiveness of the evidence when set against the national standards and evidence requirements
- The opportunities offered in order to demonstrate competence of attainment
- Access to assessment
- Process of assessment
- Access to Internal Verification
- The handling of an appeal
- Administrative issues e.g. failure to register/apply for certification
This policy is in place to enable Norseal Academy learners to enquire, question or appeal against an assessment decision. Norseal Academy will aim to reach an agreement with a learner at the earliest opportunity, regarding any appeals that are made.
Norseal Academy will ensure that:
- Internal assessments are conducted by members of Norseal Academy staff who have appropriate knowledge, understanding and skills in this area.
- Assessment evidence provided by learners is produced and authenticated according to the requirements of TQUK for the subject concerned.
- The consistency of internal assessment will be maintained by internal verification and standardisation.
If a learner wishes to appeal, the appeal must be lodged in writing with the relevant Norseal Academy staff member within 7 working days of the learner being notified of the assessment decision. The relevant centre staff member will then attempt to find a solution with the learner, assessor/tutor and internal verifier.
Any Norseal Academy staff member undertaking an appeal investigation must be independent from any assessment decisions made as part of a learner’s qualification.
The relevant Norseal Academy staff member will acknowledge the appeal within 2 working days of receiving it. A Norseal Academy staff member will investigate the appeal. Investigations may include undertaking interviews with any relevant parties.
The learner will be informed of the investigation outcome and decision within 10 days of the appeal being lodged (this may be extended, depending on the nature of the appeal). If the staff member feels the appeal is to be upheld, the learner will be notified of this in writing, within 2 working days of completion of the investigation.
The relevant procedures will be followed to ensure the learner’s assessment decision is changed to show the correct mark and/or decision.
If an appeal from a learner is upheld by the centre staff member, any lessons learned from the investigation will be reviewed by Norseal Academy. Any staff member involved in the appeal will be offered suitable training, if appropriate. The outcome and action plan from the appeal will be dealt with on an individual basis.
If an appeal is not upheld, the learner making the appeal will be given a written explanation detailing the reasons for the appeal not to be upheld.
If the learner is not satisfied with the appeal decision made at centre level, the learner can instruct the centre to contact TQUK in order to escalate the appeal. TQUK will investigate any appeals made in line with TQUK’s Appeals Policy.
All documents relating to an appeal must be saved and stored securely in the centre. TQUK must be given access to any information or documents regarding any appeals, when requested.
Complaints Procedure - Norseal Academy
April 2024
Scope of the policy
This policy is provided for Norseal Academy customers, including learners and staff members who are using or delivering the courses or qualifications Norseal Academy offer. members who are using or delivering the courses or qualifications Norseal Academy offer.
Location of the policy
This policy is available for all staff members and learners to access.
Communication of the policy
It is important that staff involved in the management, delivery, assessment and quality assurance of TQUK qualifications and learners undertaking these qualifications, are fully aware of the contents of the policy.
Review of the policy
Norseal Academy will review the policy annually and revise it as and when required in response to customer feedback, changes in practices, actions required by TQUK 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.
Policy Statement
Norseal Academy 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
Norseal Academy 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 defined as 'any expression of dissatisfaction that relates to Norseal Academy 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.
Norseal Academy’s responsibilities are to:
- acknowledge the formal complaint in writing
- 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 Norseal Academy 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.
Complaints Procedure:
Stage 1
If a complaint is unable to be resolved informally, the complainant should write/email their complaint to a relevant Norseal Academy member, so that they have a chance to put things right. In the letter/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 Norseal Academy within 2 working days of receipt of a complaint. Complaints will be investigated by relevant Norseal Academy staff members. As part of the investigation regarding a complaint, a Norseal Academy 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).
Stage 2
If a complainant is not satisfied with the initial response to a complaint, they can write to Norseal Academy Centre Manager/Chief Exec. and ask for their complaint and the response from Norseal Academy to be reviewed. Norseal Academy 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.
Norseal Academy 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.
Final Stage
If a complainant is not satisfied with the subsequent reply from Norseal Academy Centre Manager/Chief Executive then they have the option to contact TQUK with regards to their complaint. TQUK will undertake an investigation into any complaints received, in line with TQUK’s Complaints Policy.
All documents relating to a complaint must be saved and stored securely in the centre. TQUK must be given access to any information or documents regarding any complaints when requested.
Equality & Diversity Policy - Norseal Academy
Scope of the policy
This policy is provided for Norseal Academy customers, including learners and staff members who are using or delivering the qualifications Norseal Academy offer.
Location of the policy
This policy is available for all staff members, third parties and learners to access.
Communication of the policy
It is important that staff involved in the management, delivery, assessment and quality assurance of TQUK qualifications and learners undertaking these qualifications, are fully aware of the contents of the policy.
Review of the policy
Norseal Academy 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 TQUK 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.
Statement of Principles
Norseal Academy is committed to the principles of Equal and Diversity. Equality of access and opportunity for all are core values of our organisation and we are committed to raising the profile of Equality and Diversity and to being proactive in ensuring fairness to all. The Equality Act 2010 underpins our policies.
All learners and staff are required to follow and honour the principles of Norseal Academy 's Equality and Diversity Policy. We encourage everyone to play a part in promoting our policy in the course of their learning or work. There are no circumstances under which Norseal Academy will tolerate discrimination, harassment, bullying or victimisation from or towards any staff member or learners. This also includes cyber-harassment or cyber-bullying. Any issues must be reported to the Centre Manager.
Discrimination
Discrimination is when people are treated less favourably than others because of a protected characteristic they have or are thought to have. This includes discrimination on the grounds of their gender, race, ethnic origin, religious beliefs, age, marital status, stage of development, ability or disability, sexual orientation, gender reassignment, wealth or background.
There are four types of discrimination; Direct discrimination, Discrimination by association, Perception discrimination and Indirect discrimination.
Racial Harassment
Racial harassment is any action of a racist nature that results in people feeling threatened or compromised. It can include:
- racial name calling
- derogatory remarks
- racist graffiti or jokes
- display or circulation of racially offensive material
- physical threats, insulting behaviour or gestures
- open hostility
- exclusion from normal conversation or social events.
Sexual harassment
Sexual harassment is unwanted conduct of a sexual nature that affects the dignity of women and men at work, including physical, verbal or nonverbal conduct. It can be in the form of:
- insensitive jokes or pranks
- lewd comments about appearance
- unnecessary bodily contact
- displays of explicit materials
- gestures and leering
- speculation about a person’s private or personal life
Bullying
Bullying is a form of harassment, whether by staff or other learners. Bullying is verbal, nonverbal or physical conduct that causes individuals to feel threatened, isolated or humiliated – and may include members of a group other than those being directly targeted. Bullying can take many forms and can be quite difficult to detect by those not directly involved; all learners and staff are asked to report bullying at the earliest stages, so that it can be stopped, your confidentiality will always be respected.
The law recognises bullying as a serious issue and the protection from Equality Act 2010 makes it a criminal and civil offence to cause harassment, alarm or distress to a person.
Victimisation
Victimisation is when a person is treated less favourably in the same circumstances because that person has, in good faith, made a complaint or raised a grievance under the Equality Act, or because they are suspected of doing so.
Vulnerable Adults
A vulnerable adult is a person aged 18 years or over who may be unable to take care of themselves or protect themselves from harm or from being exploited. Abuse can take a number of forms and cause victims to suffer pain, fear and distress. Adults may be too afraid or embarrassed to raise any complaints. They may be reluctant to discuss their concerns with other people or unsure who to trust with their worries. Sometimes people can be unaware they are being abused.
Norseal Academy staff have a responsibility to follow this policy and report any suspicions that may arise.
Protection of Children Policy - Norseal Academy
The policy of safeguarding a child is to protect any person under the age of 18 years and those whom are considered vulnerable. The Children Act 1989 provides the legal framework for the protection of children and young people in the UK. Norseal Academy is committed to the safeguarding of children and our staff have a responsibility to follow this policy and report any suspicions that may arise. Both the safeguarding policies above also include the protection of our staff from unfounded allegations of abuse.
Exam Invigilation Policy - Norseal Academy
This policy must be must be adhered to at all times.
1. One invigilator is allowed to invigilate a maximum of 20 learners.
2. An invigilator must be able to summon help without disturbing learners taking an exam.
3. Learners should be seated with a distinct distance from one another of 1.25 meters.
4. Learners may only take pens into the examination room. Any pencil cases must be transparent. Mobile telephones and other electronic equipment are not permitted.
5. When preparing an examination room, invigilators should consider an area for learners to store their personal belongings. Bags and other belongings should be out of reach of learners and access to them must be monitored by the invigilator.
6. Ideally learners should be seated and ready to take the exam 5 minutes before the start of the exam.
7. A clock must be visible to learners at all times throughout the exam.
8. The start and finish times of an exam must be clearly visible for all learner to view in the exam room.
9. The guidance to learners relating to the exam must be read out by the invigilator prior to the commencement of the exam.
10. Once the exam has started learners may not ask questions about the exam. In exceptional circumstances they may seek the attention of the invigilator, for example if they need to use the toilet.
11. Invigilators must not talk to or distract learners during the exam.
12. Invigilators must be able to observe all learners at all times during an exam.
13. If a learner wishes to leave the room for any reason and intends to return to continue their exam, they must be accompanied. The invigilator must remain with them at all times. The learners remaining in the exam room must continue to be invigilated.
14. Learners arriving late for an exam (by less than 15 minutes) must be seated near to the door and the disturbance to other learners kept to a minimum.
15. Learners who are more than 15 minutes late will not be able to enter the exam room or undertake the exam. In such cases, a FAIL will be recorded
