Feedback and Complaints. 4.1 The primary responsibility for receiving feedback and investigating complaints promptly and thoroughly in respect of the Activities shall rest with THE NMSS. THE NMSS shall have procedures in place, which are acceptable to THE EFA, to gather and act upon feedback and complaints from pupil and students and/or their representatives and employers and the wider community.
4.2 THE EFA may issue guidance for THE NMSS on dealing with feedback and handling complaints, and will set out the minimum standards expected.
4.3 THE NMSS shall be responsible for resolving complaints in accordance with its own procedures and any guidance issued by THE EFA.
4.4 Where a complaint has not been resolved to the satisfaction of the complainant THE NMSS will advise the complainant of his or her right to complain to THE EFA and co-operate with any investigation carried out by THE EFA.
Feedback and Complaints. 36.1 The Contractor shall have a policy and process in place, which is acceptable to the Department and available to the Department on request, to gather and act upon Apprentice feedback, including feedback from Apprentices who did not complete their Apprenticeship, to improve the experience of Apprentices in general while they are on the Contractor's programmes, and to support more general improvements. The Contractor must ensure that Apprentices are aware of the process and the Contractor shall use Apprentice feedback to ensure training programmes meet Apprentices' needs. The Contractor must arrange for and operate a plan to deliver continuous improvement in relation to the training and should include aggregated Apprentice feedback to inform that plan.
36.2 The primary responsibility for investigating complaints promptly and thoroughly in respect of the Services shall rest with the Contractor. The Contractor shall have procedures in place, which are acceptable to the Department to act upon complaints from Apprentices and/or their representatives and employers and the wider community. The Contractor must ensure that Apprentices are made aware of its procedure for dealing with complaints and that the procedure is clear and accessible to Apprentices who wish to complain.
36.3 The Contractor shall be responsible for resolving complaints in accordance with its own procedures and any guidance issued by the Department.
36.4 Where a complaint has not been resolved to the satisfaction of the complainant the Contractor must advise the complainant of their right to complain to the Department and co-operate with any investigation carried out by the Department and act on any recommendations made by the Department following the investigation.
36.5 The Contractor will ensure that it has in place and complies with an effective whistleblowing procedure, approved by the body responsible for the management of the Contractor, whereby staff may raise in confidence concerns about possible malpractice without fear of victimisation, subsequent discrimination or disadvantage. The procedure must be published on the Contractor's public-facing website. The Contractor will regularly review the procedure, including securing approval from the body responsible for the management of the Contractor of any amended procedure.
Feedback and Complaints. 33.1. The primary responsibility for receiving feedback and investigating complaints promptly and thoroughly in respect of the Services shall rest with the Contractor. The Contractor shall have procedures in place, which are acceptable to the ESFA, to gather and act upon feedback and complaints from Learners and/or their representatives and employers and the wider community.
33.2. The Contractor 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.
33.3. The Contractor shall be responsible for resolving complaints in accordance with its own procedures and any guidance issued by the ESFA.
33.4. Where a complaint has not been resolved to the satisfaction of the complainant the Contractor must advise the complainant of his or her right to complain to the ESFA and co-operate with any investigation carried out by the ESFA and act on any recommendations made by the ESFA following the investigation.
Feedback and Complaints. 34.1 The primary responsibility for receiving feedback and investigating complaints promptly and thoroughly in respect of the Services shall rest with the Contractor. The Contractor shall have procedures in place, which are acceptable to the ESFA, to gather and act upon feedback and complaints from Apprentices and/or their representatives and employers and the wider community.
34.2 The Contractor must ensure that Apprentices are made aware of its procedure for dealing with complaints and that the procedure is clear and accessible to Apprentices who wish to complain.
34.3 The Contractor shall be responsible for resolving complaints in accordance with its own procedures and any guidance issued by the ESFA.
34.4 Where a complaint has not been resolved to the satisfaction of the complainant the Contractor must advise the complainant of his or her right to complain to the ESFA and co-operate with any investigation carried out by the ESFA and act on any recommendations made by the ESFA following the investigation.
Feedback and Complaints. 9.1 THE COLLEGE shall have primary responsibility for receiving feedback in respect of the Services and shall investigate any complaint in respect of the Services promptly and thoroughly. THE COLLEGE shall have procedures in place, which are acceptable to THE EFA, to gather and act upon feedback and complaints from Students and/or their representatives the wider community and, where relevant, employers.
9.2 The Department may issue guidance to THE COLLEGE on dealing with feedback and handling complaints, and will set out the minimum standards expected of THE COLLEGE. Failure to comply with such guidance shall be deemed to be a Minor Breach.
9.3 THE COLLEGE shall be responsible for resolving complaints in accordance with its own procedures and any guidance issued by the Department pursuant to part two clause 9.2.
Feedback and Complaints. 34.1. The primary responsibility for receiving feedback and investigating complaints promptly and thoroughly in respect of the Services shall rest with the Contractor. The Contractor shall have procedures in place, which are acceptable to the ESFA, to gather and act upon feedback and complaints from Learners and/or their representatives and employers and the wider community.
34.2. The Contractor 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.
34.3. The Contractor shall be responsible for resolving complaints in accordance with its own procedures and any guidance issued by the ESFA.
34.4. Where a complaint has not been resolved to the satisfaction of the complainant the Contractor must advise the complainant of his or her right to complain to the ESFA and co-operate with any investigation carried out by the ESFA and act on any recommendations made by the ESFA following the investigation.
34.5. The Contractor will ensure that it has in place and complies with an effective whistleblowing procedure, approved by the body responsible for the management of the Contractor, whereby staff may raise in confidence concerns about possible malpractice without fear of victimisation, subsequent discrimination or disadvantage. The procedure must be published on the Contractor’s public-facing website. The Contractor will regularly review the procedure, including securing approval from the body responsible for the management of the Contractor of any amended procedure.
Feedback and Complaints. 20.1 The primary responsibility for receiving feedback and investigating complaints promptly and thoroughly in respect of the Provision shall rest with the College. The College shall have procedures in place, which are acceptable to the ESFA, to gather and act upon feedback and complaints from Learners and/or their representatives and employers and the wider community.
20.2 The College 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.
20.3 The College shall be responsible for resolving complaints in accordance with its own procedures and any guidance issued by the ESFA.
20.4 Where a complaint has not been resolved to the satisfaction of the complainant the College will advise the complainant of his or her right to complain to the ESFA and co-operate with any investigation carried out by the ESFA and act on any recommendations made by the ESFA following the investigation.
Feedback and Complaints. 34.1 The primary responsibility for receiving feedback and investigating complaints promptly and thoroughly in respect of the Services shall rest with THE CONTRACTOR. THE CONTRACTOR shall have procedures in place, which are acceptable to THE CHIEF EXECUTIVE, to gather and act upon feedback and complaints from Learners and/or their representatives and employers and the wider community.
34.2 THE CONTRACTOR 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.
34.3 THE CONTRACTOR shall be responsible for resolving complaints in accordance with its own procedures and any guidance issued by THE CHIEF EXECUTIVE.
34.4 Where a complaint has not been resolved to the satisfaction of the complainant THE CONTRACTOR will advise the complainant of his or her right to complain to THE CHIEF EXECUTIVE and co-operate with any investigation carried out by THE CHIEF EXECUTIVE and act on any recommendations made by THE CHIEF EXECUTIVE following the investigation.
Feedback and Complaints. 12.1. The primary responsibility for receiving feedback and investigating complaints promptly and thoroughly in respect of the Apprenticeship Programmes shall rest with the College. The College shall have procedures in place to gather and act upon feedback and complaints from Apprentices and/or their representatives and employers and the wider community.
12.2. The College shall ensure that Apprentices are made aware of its procedure for dealing with complaints and that the procedure is clear and accessible to Apprentices who wish to complain.
12.3. The College shall be responsible for resolving complaints in accordance with its procedures and any guidance issued by the Agency, including in respect of complaints received by the College which are referred to the Employer where they relate to areas of Apprenticeship Programmes within the control of the Employer.
12.4. Complaints shall initially be raised with the College’s Representative whose details are contained in Schedule 3. Neither the operation of the College’s complaints procedure nor the Dispute Resolution provisions set out at clause 34 of this Agreement shall preclude an Employer or an Apprentice from contacting the Agency’s apprenticeship helpline for advice and support: xxxxxxxxxxxxxxxx@xxxxxxxxxxxxxxx.xxx.xx: Tel 0000 000 0000.
Feedback and Complaints. 34.1 The primary responsibility for receiving feedback and investigating complaints promptly and thoroughly in respect of the Services shall rest with THE CONTRACTOR. THE CONTRACTOR shall have procedures in place, which are acceptable to THE SFA, to gather and act upon feedback and complaints from Learners and/or their representatives and employers and the wider community.
34.2 THE CONTRACTOR 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.
34.3 THE CONTRACTOR shall be responsible for resolving complaints in accordance with its own procedures and any guidance issued by THE SFA.
34.4 Where a complaint has not been resolved to the satisfaction of the complainant THE CONTRACTOR will advise the complainant of his or her right to complain to THE SFA and co-operate with any investigation carried out by THE SFA and act on any recommendations made by THE SFA following the investigation.
