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Complaints and Appeals

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Quiz 1. What is a complaint? A. an expression of dissatisfaction. B. a request for a review of a decision. C. a requirement that action is taken. – PowerPoint PPT presentation

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Title: Complaints and Appeals


1
Complaints and Appeals
  • Quiz

2
1. What is a complaint?
  • A. an expression of dissatisfaction.
  • B. a request for a review of a decision.
  • C. a requirement that action is taken.
  • D. an opportunity to moan.
  • E. a request for a donation.

3
2. What is an appeal?
  • A. an expression of dissatisfaction.
  • B. a request for a review of a decision.
  • C. a requirement that action is taken.
  • D. an opportunity to moan.
  • E. a request for a donation.

4
3. What is the deadline for submission of appeals
complaints?
  • 10 days after the incident
  • 15 days after the incident
  • 20 days after the incident
  • 25 days after the incident
  • 30 days after the incident

5
4. What can Centres Appeal against?
  • The outcomes in a QR or EV report.
  • The outcome of an investigation of suspected
    malpractice.
  • The application of a sanction.
  • All of the above.
  • None of these they are complaints.

6
5. When must OCNYHR uphold an Appeal?
  • A. Now and again, to keep people on their toes.
  • B. When the evidence shows the procedure that led
    to the decision was not followed properly.
  • C. When OCNYHR disagrees with the decision.
  • D. When the Centre that is appealing does a lot
    of business with OCNYHR.
  • E. Never, OCNYHR should stick to decisions.

7
6. What if a Centre does not report an Appeal to
OCNYHR?
  • A. Learners will be unhappy.
  • B. The Centre is non-compliant and may have its
    Risk Banding raised.
  • C. The Centre must be reported to Ofqual.
  • D. OCNYHR can not consider the Appeal.
  • E. OCNYHR will never find out about it.

8
7. What if learners complain to OCNYHR about
their Centre?
  • A. OCNYHR can not consider their complaint.
  • B. OCNYHR should refer them to the Centre
    complaints procedure before considering their
    complaint.
  • C. OCNYHR should refer the matter to Ofqual.
  • D. OCNYHR should investigate at once.
  • E. OCNYHR should tell them off.

9
8. Can OCNYHR deal with a complaint from a Centre
Head informally?
  1. No
  2. Yes, if the Head agrees with this approach.
  3. Yes, but only if the complaint doesnt involve a
    breach of the Ofqual Conditions.
  4. Yes, but only if its a minor issue.
  5. Yes, as frequently as possible.

10
9. What if a Centre does not report a Complaint
to OCNYHR?
  • A. Learners will be unhappy.
  • B. The Centre is non-compliant and may have its
    Risk Banding raised.
  • C. The Centre must be reported to Ofqual.
  • D. OCNYHR can not consider the Complaint.
  • E. OCNYHR will never find out about it.

11
10. Which is a complaint?
  • A. A Centre disagrees with its Risk Band.
  • B. A Learner did not receive her certificate and
    wants something done about it.
  • C. A Learner disagrees with the Access to HE
    grade he has been awarded.
  • D. A Centre refuses to attend standardisation.
  • E. All of the above.
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