Common use of Feedback and Complaints Clause in Contracts

Feedback and Complaints. 35.1 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 Programme, to improve the experiences 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. 35.2 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 feedback and 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. 35.3 The Contractor shall be responsible for resolving complaints in accordance with its own procedures and any guidance issued by the Department. 35.4 All Higher Education Institutions are “Qualifying Institutions” under Part 2 of the Higher Education Act 2004 and therefore a member of the independent complaints Scheme run by the OIA, HEIs should follow the OIA Rules and Guidance for all registered student complaints. 35.5 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. 35.1 36.1 The Contractor shall have a policy and process in place, which is acceptable to the Department, 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 ProgrammeApprenticeship, to improve the experiences experience of Apprentices in general while they are on the Contractor’s '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. 35.2 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, Department to act upon feedback and 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. 35.3 36.3 The Contractor shall be responsible for resolving complaints in accordance with its own procedures and any guidance issued by the Department. 35.4 All Higher Education Institutions are “Qualifying Institutions” under Part 2 36.4 Where a complaint has not been resolved to the satisfaction of the Higher Education Act 2004 complainant the Contractor must advise the complainant of their right to complain to the Department and therefore a member of the independent complaints Scheme run co-operate with any investigation carried out by the OIA, HEIs should follow Department and act on any recommendations made by the OIA Rules and Guidance for all registered student complaintsDepartment following the investigation. 35.5 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 '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. 35.1 The primary responsibility for gathering and acting upon Apprentice feedback in respect of the Services shall rest with the Contractor. The Contractor shall have a policy and process in place, which is acceptable to the DepartmentESFA, and available to the Department ESFA on request, to gather and act upon Apprentice feedback, including feedback from Apprentices who did not complete their Apprenticeship Programme, to improve the experiences of Apprentices in general while they are on the Contractor’s their 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. 35.2 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 DepartmentESFA, to act upon feedback and 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. 35.3 The Contractor shall be responsible for resolving complaints in accordance with its own procedures and any guidance issued by the DepartmentESFA. 35.4 All Higher Education Institutions are “Qualifying Institutions” under Part 2 Where a complaint has not been resolved to the satisfaction of the Higher Education Act 2004 complainant the Contractor must advise the complainant of his or her right to complain to the ESFA and therefore a member of the independent complaints Scheme run co-operate with any investigation carried out by the OIA, HEIs should follow ESFA and act on any recommendations made by the OIA Rules and Guidance for all registered student complaintsESFA following the investigation. 35.5 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. 35.1 36.1 The Contractor shall have a policy and process in place, which is acceptable to the Department, 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 ProgrammeApprenticeship, to improve the experiences 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. 35.2 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, Department to act upon feedback and 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. 35.3 36.3 The Contractor shall be responsible for resolving complaints in accordance with its own procedures and any guidance issued by the Department. 35.4 All Higher Education Institutions are “Qualifying Institutions” under Part 2 36.4 Where a complaint has not been resolved to the satisfaction of the Higher Education Act 2004 complainant the Contractor must advise the complainant of their right to complain to the Department and therefore a member of the independent complaints Scheme run co-operate with any investigation carried out by the OIA, HEIs should follow Department and act on any recommendations made by the OIA Rules and Guidance for all registered student complaintsDepartment following the investigation. 35.5 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. 35.1 36.1 The Contractor shall have a policy and process in place, which is acceptable to the Department, 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 ProgrammeApprenticeship, to improve the experiences experience of Apprentices in general while they are on the Contractor’s '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.more 35.2 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, Department to act upon feedback and 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. 35.3 36.3 The Contractor shall be responsible for resolving complaints in accordance with its own procedures and any guidance issued by the Department. 35.4 All Higher Education Institutions are “Qualifying Institutions” under Part 2 36.4 Where a complaint has not been resolved to the satisfaction of the Higher Education Act 2004 complainant the Contractor must advise the complainant of their right to complain to the Department and therefore a member of the independent complaints Scheme run co-operate with any investigation carried out by the OIA, HEIs should follow Department and act on any recommendations made by the OIA Rules and Guidance for all registered student complaintsDepartment following the investigation. 35.5 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 '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.