Complaints Policy

The Institute is committed to handling every complaint fairly, confidentially and within a reasonable time, as part of its quality-management system.

How to complain

• Through the website contact form, selecting the "Complaint" category.
• Or by reaching the quality coordinator through the website contact form.
• A complaint should ideally include: your name and contact details, the registration number or course name, a description of the issue, and the outcome you are seeking.

Timeframes

• Acknowledgement: within two business days.
• Documented response: within 10 business days of receipt. If a complex case needs longer, we tell you and give an expected date.

How it is handled

The complaint is reviewed by a member of staff who was not involved in the matter. They gather information from the parties and records, then issue a reasoned decision setting out what has been decided and any corrective actions.

If you are not satisfied

If you are not satisfied with the response, you may submit an appeal within the period set out in the Appeals Policy, for review by a more senior party not involved in the first decision.

External bodies

Making a complaint to the Institute does not prevent you from approaching the competent authorities, including the Ministry of Commerce for consumer-protection matters, the TVTC, or the competent authority in relation to personal data.

No detriment and records

Raising a complaint in good faith has no adverse effect on the learner. Complaint records are kept confidentially for the statutory period and used to improve the service.