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Complaints Management Policy

SCOPE

This document sets out Mecer Inter-Ed’s complaints management procedure and is there for the benefit of our valued students, learners, clients, exam takers, candidates and all interested parties who receive a direct service from Mecer Inter-Ed. This policy addresses all complaints which these interested and affected parties may wish to make in relation to a user encounter which has been experienced at Mecer Inter-Ed.

REVIEW ARRANGEMENTS

This policy and associated procedures will be reviewed twice annually as part of our mission to constantly improve our client experience. Procedures and actions will be revised where necessary in response to your feedback, changes in legislation and regulatory authorities and any trends that may emerge about the subject matter of complaints received.

HOW SHOULD I COMPLAIN?

Candidates may submit a complaint directly to Mecer Inter-Ed under any circumstances where they feel there that they experienced a level of service which was of a lesser grade than their expectation or than what they have received from Mecer Inter-Ed in prior engagements. As first port of call, a complaint should be sent in writing to the email address of the Account Manager they dealt with. As good practice, kindly copy [email protected] to ensure that a Line Manager or Executive is also made aware of the issue.

If there was a significant breach of security, integrity, confidentiality or if the client have reasons to believe or suspect that malpractice and/or maladministration may have occurred, the concern must be sent to [email protected] and we will proceed in accordance with our Whistleblowing Policy, under the Mustek Group banner.

When you contact us, please give us your full name, contact details along with:

  • A full description of your complaint (including the subject matter and dates and times if known).
  • Details of the training course (course name, trainer’s name, training venue address, duration, etc).
  • Details of the exam involved (type of exam, exam venue address, invigilator’s name, etc).
  • Copies of any evidence relating to the complaint (correspondence with Mecer Inter-Ed, screenshots, etc).

    • WHAT PROCESS IS FOLLOWED?

  • If you are not happy with the resolution provided by your Account Manager, you can escalate your complaint in writing to the Executive: Operations. The complaining party/individual mustsubmit evidence of previous communication with the AM, including the proposed solution by the AM.
  • Mecer Inter-Ed’s Operations team will acknowledge receipt of your complaint within 72 hours, assigning your reference number and announcing a responsible individual to resolve the dispute.
  • Mecer Inter-Ed undertakes to best endeavour to resolve the dispute within 2 business days. At all times, we will ensure that the Mecer Inter-Ed personnel assigned have the appropriate level of training and competence and they have had no previous involvement or personal interest in the matter. We aim to investigate the complaint and report the outcomes and decisions regarding the complaint in writing within 10 business days.
  • If your complaint is more complex or involves external advice or people who are not available at the time, or an escalation to the relevant Vendor or Technology Partner (Huawei, Microsoft, CompTIA, PeopleCert, etc) we may extend this to 15 business days. We may contact you within this period to seek further information or clarification (in some instances, we may recommend a call or a meeting).
  • Complainant may always escalate further to Regulatory Authorities if they believe that they have been treated unfairly throughout the process, no feedback has been provided or if they disagree with the final decision.

    • In situations where a complaint has been successful, or where an investigation indicates a failure in our processes, we will give due consideration to the outcome and will take appropriate actions which may include:

  • Identifying any other trainees / learners affected by that failure.
  • Correcting, or mitigating as far as possible the effect of the failure.
  • Reviewing and amending our arrangements, where appropriate, to reduce the likelihood that the failure will reoccur in the future.
  • Working with the relevant Technology Partner to improve courseware, content, exercises, software access
  • Starting disciplinary procedures against individuals or organisations whose behaviour was not appropriate in accordance with our procedures and requirements.