Complaints Procedure

The company has a documented process of receiving, assessing, evaluating and

makes decisions on complaints
The complaint handling process is available even absence of request
The company ensures that complaints are handled constructively, objectively,
fair and in a timely manner
The complaints processing includes the following elements:
1. Upon receipt of the complaint the management identifies the nature of the
complaint on what specific aspects of service provided it arises
2. The management will acknowledge the receipt of the complaint and shall
respond to it accordingly
3. The one handling the complaint will gather and document necessary
information to validate the complaint
4. The complainants will be notified as soon as the complaint handling process is
complete
5. The process will be treated with utmost respect and confidentiality in as far as
the complainant and the subject of the complaint is concern
6. After a deliberate, careful evaluation of the complaint an objective, fair and
just decision will be disposed of with the end view of achieving a productive
outcome

Appeals Procedure

The company has a documented process of receiving, evaluating and making

decisions on appeals presented
Appeals on decisions are publicly available absence of request
The company ensures that appeals are handled constructively, objectively, fair
and in a timely manner
The appeals processing includes the following elements:
1. Upon receipt of the appeal filed the management will validate the appeal and
proper investigation will ensue
2. A comprehensive data gathering and documentation relative to the appealed
decision is exhaustive for the management to respond to it appropriately and
accordingly
3. The submission, investigation and decision will not result to any discriminatory
against the appellant
4. Appellant will be notified the completion of the appeals investigation process
of the company
5. Decisions on the appealed submitted will be ensured to be fair, just and time
appropriate

Examination Results & Certificates

The company will inform and communicate to the examinees the results of the
examination at the soonest ( 2days maximum)
The company will issue the certificates directly to the candidates after all needed
training requirements and formalities are complied with

Centre Records

The company will kept and maintained records of results of examination as

appropriate on proper database
The records are properly identified, manage and disposed of in such a way to
ensure the integrity of the process and confidentiality of the information held

How does your Centre order and process examination documentation?

The company observes and implement a procedure to ensure a consistent

examination administration
The company or the centre is responsible for ordering and processing of
examination material
Orders are placed by the company on appropriate routes that are applicable and
recommended
The centre will communicate directly for any concerns that will arise with regard
to the examination process

Where a written examination is provided, please advise how your Centre maintains the security of the
assessment material?

The company or centre have a documented policies and procedure to ensure the
security of examination materials
1. Examination materials are securely segregated in a locked office cabinet and
must be treated with utmost confidentiality
2. Access to such are highly limited and restricted
3. Examination will be open on an appropriate time to maintain the integrity of
the examination to be conducted as recommended only a few minutes prior to
the conduct of the examination
4. The centre will prevent fraudulent examination practices

Policy on Equality and Diversity

Multicare Safety and Industrial Inspections is committed to providing services
which embrace diversity and that promote equality of opportunity. As an
employer and training provider, Multicare Safety and Industrial Inspections is
committed to equality and valuing diversity within its workforce. Our goal is to
ensure that these commitments, reinforced by our values, are embedded in our
day-to-day working practices with all our customers and learners.
We will provide equality of opportunity and will not tolerate discrimination on
grounds of age, disability, gender reassignment, marriage and civil partnership,
pregnancy or maternity, race, religion or belief, gender or sexual orientation
Every person working for Multicare Safety and Industrial Inspections has a
personal responsibility for implementing and promoting these principles in their
day-to-day dealings with everyone including members of the public, other staff
and employers. Inappropriate behaviour is not acceptable.
We think it is important that all our people can contribute to the achievement of
the company objectives. Courses will be accessible to all learners and any
learner who wishes to discuss any requirements that they may need to have in
place are encouraged to notify our team prior to the course taking place so that
arrangements can be made.
Please feel free to contact our Admin Office
Tel: +9714 2520507
E-mail: info@multicareinspections.com

How does your Centre provide for people with a disability?

All training sites are made sure that access for people with disability being considered and
they are provided with assistance, presence of appropriate ramps and lifts
Registration forms for the training are provided with a column for the candidate to indicate
any special request in the conduct of the training
The company or training centre management assumes the responsibility to ensure any
necessary measures in place to accommodate those with any physical handicapped in time
prior to the start of the course

7.5.3.e How does your Centre ensure that all systems are applicable to all sites and individuals used for
the delivery of HABC qualifications?

The company or centre will observe and practice at all times the systems and standards
stipulated in compliance with the qualifications required.
The health and safety policy and the equal opportunities policy will be made visible within
company premises or bulletin boards as appropriate
Regular monthly meetings with the centre manager and site trainer to ensure proper
feedback system and responding to any needs promptly and resolves problems accordingly
The company or centre manager will ensure that all venues for the training of various HABC
qualifications are in line with the standard required for each qualifications and venues are
visited regularly to ensure consistency in the implementation in as far training venue
standard is concern

7.5.4.a To comply with this criterion please provide details of how your Centre intends to keep HABC
informed of any such changes

The company or centre shall maintain an open communication and or dialogue with HABC
Prior approval must be sought by the centre from HABC if it is deem appropriate and
necessary
Agreement confirmation between HABC and the centre can be executed through email,
telephone and or letter communication with both party disposes of in good faith at all times
and is binding between them
Records of all communication will be documented and maintained

7.5.5.a Please provide details of how your Centre will monitor effective communication between training
and administration staff

The company or centre will be the main point of contact between the trainer provider or
invigilator and the administration staff

Prior arrangements and preparations for the training will be jointly prepared by training
provider/invigilator with the administration staff of the centre and must be executed will full
coordination and collaboration alongside with regular and constant feedback to centre
manager
The centre will keep records of all the communications and monitor accordingly to anticipate
communication difficulties and provides resolution and or preventive and corrective
measures when miscommunication issues arises
All communications with regard to training sessions and examination can be confirmed by
email and will also be completely recorded and documented

7.5.6.a Please provide details of your Centre's staff development activities

The company or the centre will make it as a priority to regularly implement staff
development, makes it a point to encourage such development both personally and
professionally
As a training company more so that it is of prime importance the continued development of
the staff.
Training will be implemented when a training need is identified by either the individual or the
company with considerations that resources and conditions can warrant or permit or allows
the conduct of such training
The company or centre will have in its system the holding of regular assessment to ensure
and implement further staff development

7.5.8.a Please provide details of how you will ensure that venues are appropriate and fit to deliver
qualifications, and that each facility will allow access for all students.7.6.1.a Register candidates' details
and achievements

See attached (sample registration form)

Ensure that candidates' results are up to date and stored securely

The company observes the following in ensuring records safety

1. Maintain in a manner that ensures retrievability
2. Stored in a manner wherein damage and deterioration are prevented
3. Uniquely identified
4. Data are stored in the company secure server and password protected
5. Paper records are stored in a locked filling cabinets
6. Access to such files are restricted and is monitored

Ensure that registration and certification information is accurate and correct

The company or centre conducts the following to ensure that registration and certificate
information are correct
1. The trainee is requested to fill-up the registration form personally
2. In case the event an administrative staff will fill-up the registration form as per client
request or as necessary he/she must validate the information taken from the
trainee and have the trainee review the information and ask for signature
3. As per certificate issuance to ensure the correctness and accuracy of information likewise
you will ask the trainee to personally write the name he/she would like to be reflected on
his/her certificate and have it signed by the trainee afterwards
4. A final check and review of the information will be done in the presence as much as
possible

Verify the identity of all candidates undertaking examinations

The centre bears the responsibility of the ascertaining that one who will take the examination
are true takers of the exam
It will performed through:
1. Individualize checking of the identities of the examination prior to the start of the
examination
2. Compare it with centres record of the photographic identities they provided upon
registration
3. The above steps must be done before they can sit on the examination room
4. Only valid IDs as prescribed will be accepted
5. In the event that a candidate is unable to produce any of the forms of identification an
invigilator may accept another form of identity containing a signature, for example a
credit card. The invigilator must, however, be satisfied that the signature on the
identity matches the candidates own signature
6. In the event that a candidate is unable to produce any forms of identification a
reliable third party may verify the candidates identity by way of a signed declaration
7. All instances where a candidate fails to produce photographic ID will be reported to
HABC
8. Centres can allow candidates to sit examinations without ID although a certificate will
only be issued when ID is produced to HABC at a later date.
9. It is imperative that the Nominated Tutor/Invigilator/Assessor is satisfied with the
Candidates identity before allowed to take the exam

Administer these arrangements

The centre will administer these arrangements through

1. Records review of the trainees training history which are recorded in the company data
and actual files
2. Evaluate the completion status of each of the qualification a trainee has completed with
the centre
3. Create a personal file for each of the trainee with his/her complete training history
4. Each trainee files will be made secured yet retrievable

Learner Arrangements
7.6.5.a Provide appropriate evidence of these arrangements in place and that you will provide
appropriate evidence of their implementation to HABC as and when required through our various quality
assurance and learner registration arrangements.

The centre can support and perform these arrangements through

1. We will be assigning each learner or trainee an individual trainee number upon filling up
the registration form such number will be the permanent number of the learner, it will his/her
identification number with the centre
2. All his files and records, including receipts and succeeding transactions or training
application will only utilize one identification number
3. As per data system by just typing his/her number on the search box all his files will shown
and can be retrieved
4. In this manner the progress of each learner or trainee can be closely and correctly
monitored and would be of great reference to track further qualifications that the trainee can
be achieved

Describe how you will provide such access and support

The company or centre will provide access and support through:

1. Provide HABC a relative access to visit as necessary centre premises and provide
constructive observations
2. HABC can interact with the centre personnel in formal interviews and casual
conversations if deem appropriate
3. Relatively permits HABC access to records and documentation which are necessary for
future improvements and in the continued maintenance of a strong partnership
4. The centre will endeavour to fully cooperate with HABC monitoring activities as it deem
necessary for future improvements and with the end view of strengthening the partnership

Please give details of your Centre's systems for reviewing and improving programmes, for example the
use of evaluation forms

The centre will be fully proactive in improvement initiatives by way of:

1. Conducting regular quarterly meeting to assess, evaluate and review the system that is in
place
2. The centre administrative body, trainers and staff will fully respond to the needed
improvements are per feedback from performance evaluation form
3. Necessary changes must be welcome always as an opportunity to improved
4. The centre will be committed to conduct internal audits to ascertain reviews and
improvements of the internal system

Please give details of your systems in place to confirm that actions identified by HABC and Regulatory
Monitors will be communicated to staff and corrective measures taken

The company or centre will be fully responsive to HABC regulation and monitoring activities
1. All information in terms of regulations and monitoring will be completely communicated
and disseminated to all necessary parties involve particularly the staff and the trainers
2. Such information will formally communicated through general information meeting with
corresponding copies of such information given to every staff and trainers
3. The centre may ask all stakeholders to sign to indicate understanding and be compliant to
the monitoring and regulation expected by partner
4. Action Plan will be instituted to fully implement, monitor and evaluate such needed
improvement
5. Evaluation results and feedback will be kept for future reference