Tivoli Training Centre Complaints Policy
1. Introduction Tivoli Training Centre is committed to providing high-quality education and training/support services to our learners and participants.
We value feedback, whatever the nature, and are dedicated to continuous improvement. This complaints policy outlines the process for raising concerns and complaints regarding any aspect of our service. A full version of the complaints policy is available here.
2. Scope of the Policy This policy applies to all students, staff, participants and stakeholders of Tivoli Training Centre. Complaints can be related to but are not limited to the following areas:
- Teaching quality
- Course content
- Assessment procedures
- Facilities and resources
- Administrative services
- the nature or type of work
- Staff conduct
3. Informal Resolution Before initiating a formal complaint, we encourage individuals to seek an informal resolution by discussing their concerns directly with the relevant staff member or department. Many issues can be resolved quickly through open communication.
4. Formal Complaint Procedure If the issue is not resolved informally, a formal complaint can be initiated by following these steps:
Step 1: Submission of Complaint Complaints must be submitted in writing using the Tivoli Training Centre Complaint Form, which is available on our website or from the administrative office. The complaint should include the following details:
- Full name and contact information of the complainant
- A clear description of the complaint
- Any relevant supporting documents
- The desired outcome or resolution
Step 2: Acknowledgment Upon receipt of the complaint, Tivoli Training Centre will acknowledge it in writing within five working days. This acknowledgment will include the name of the person handling the complaint and an expected timeline for resolution.
Step 3: Investigation The complaint will be investigated thoroughly and impartially. This may involve interviews with relevant parties, reviewing documents, and gathering additional information as needed.
Step 4: Resolution After the investigation, a written response will be provided to the complainant, detailing the findings and any actions to be taken. This response will typically be issued within 20 working days of acknowledging the complaint. If more time is required, the complainant will be informed of the delay and the reasons for it.
5. Appeal Process If the complainant is dissatisfied with the resolution, they may appeal the decision. Appeals must be submitted in writing within ten working days of receiving the resolution. The appeal will be reviewed by a senior staff member not involved in the initial investigation. A final decision will be communicated in writing within 15 working days.
6. Confidentiality All complaints will be handled confidentially, with information shared only on a need-to-know basis to facilitate the investigation and resolution process.
7. Monitoring and Review Tivoli Training Centre will monitor and review complaints regularly to identify trends and areas for improvement. Spurious or vexatious claims will not be entertained and may result in appropriate actions, including dismissal of the complaint. This policy will be reviewed annually to ensure its effectiveness and relevance.
8. Contact Information For further information or to submit a complaint, please write to or contact:
|The Complaints Manager, Tivoli Training Centre, 24 Tivoli Terrace South Dun Laoghaire, Co. Dublin A96K522 | 01-2841028 |info@tivolitrainingcentre.ie or chairperson@tivolitrainingcentre.ie | |Website: www.tivolitrainingcentre.ie