Common use of Complaints and Feedback Clause in Contracts

Complaints and Feedback. The primary responsibility for receiving feedback and investigating complaints promptly and thoroughly in respect of the Services will rest with the Provider. The Provider will have procedures in place including but not limited to a complaints framework, which are acceptable to the Department, to gather and act upon feedback and complaints from Learners and/or their representatives and employers and the wider community. The Provider must also keep a log of the complaints received which will be accessible to the Department upon request. The Provider must ensure that Learners are made aware of its procedure for dealing with complaints and that the procedure is clear and accessible to Learners who wish to complain. The complaints procedure must be published on the Provider’s website and be provided to the relevant parties as part of the Provider’s onboarding process. The Provider will be responsible for resolving complaints in accordance with its own procedures and any guidance issued by the Department. Once the Provider has concluded its investigations, including any appeal, it must inform the complainant in writing of the outcome. Where a complaint has not been resolved to the satisfaction of the complainant the Provider will advise the complainant of his or her right to complain to the Department (xxxxx://xxx.xxx.xx/government/organisations/education-and-skills- funding-agency/about/complaints-procedure) and co-operate with any investigation carried out by the Department and act on any recommendations made by the Department following the investigation.

Complaints and Feedback. The primary responsibility for receiving feedback and investigating complaints promptly and thoroughly in respect of the Services will rest with the Provider. The Provider will have procedures in place including but not limited to a complaints framework, which are acceptable to the Department, to gather and act upon feedback and complaints from Learners and/or their representatives and employers and the wider community. The Provider must also keep a log of the complaints received which will be accessible to the Department upon request. The Provider must ensure that Learners are made aware of its procedure for dealing with complaints and that the procedure is clear and accessible to Learners who wish to complain. The complaints procedure must be published on the Provider’s website and be provided to the relevant parties as part of the Provider’s onboarding process. The Provider will be responsible for resolving complaints in accordance with its own procedures and any guidance issued by the Department. Once the Provider has concluded its investigations, including any appeal, it must inform the complainant in writing of the outcome. Where a complaint has not been resolved to the satisfaction of the complainant the Provider will advise the complainant of his or her right to complain to the Department (xxxxx://xxx.xxx.xx/government/organisations/education-and-skills- funding-agency/about/complaints-procedureComplaints procedure - Education and Skills Funding Agency - XXX.XX (xxx.xxx.xx)) and co-operate with any investigation carried out by the Department and act on any recommendations made by the Department following the investigation.

Complaints and Feedback. 15.3.1 The primary responsibility for receiving feedback and investigating complaints promptly and thoroughly in respect of the Services will rest with the Provider. The Provider will have procedures in place including but not limited to a complaints framework, which are acceptable to the Department, to gather and act upon feedback and complaints from Learners Pupils and/or their representatives and employers and the wider community. The Provider must also keep a log of the complaints received which will be accessible to the Department upon request. . 15.3.2 The Provider must ensure that Learners Pupils are made aware of its procedure for dealing with complaints and that the procedure is clear and accessible to Learners Pupils who wish to complain. The complaints procedure must be published on the Provider’s website and be provided to the relevant parties as part of the Provider’s onboarding process. . 15.3.3 The Provider will be responsible for resolving complaints in accordance with its own procedures and any guidance issued by the Department. Once the Provider has concluded its investigations, including any appeal, it must inform the complainant in writing of the outcome. . 15.3.4 Where a complaint has not been resolved to the satisfaction of the complainant the Provider will advise the complainant of his or her right to complain to the Department (xxxxx://xxx.xxx.xx/government/organisations/education-and-skills- funding-agency/about/complaints-procedure) and co-operate with any investigation carried out by the Department and act on any recommendations made by the Department following the investigation.