1. Introduction

At International Prosafety Academy, we are committed to providing a positive, fair, and transparent learning environment for all our students. We recognize that despite our best efforts, concerns may occasionally arise regarding our services, facilities, or assessment decisions. This Learner Complaints & Appeals Policy is designed to ensure that any issues raised by our learners are handled promptly, impartially, and constructively. We encourage students to voice their concerns without fear of discrimination, as we believe feedback is essential for our continuous improvement.

2. Scope of This Policy

This policy applies to all current and recent learners of our academy and covers two main areas:

  • Complaints – Dissatisfaction with training quality, facilities, administrative services, trainer conduct, or academy policies.
  • Appeals – Formal challenges against academic or assessment decisions, including examination results, grading, or certification eligibility.

For routine academic queries like class schedules or fee receipts, students are requested to contact the front desk or course coordinator directly for immediate resolution.

3. Core Principles

We handle all complaints and appeals based on the following principles:

  • Impartiality – Every case is reviewed objectively without any bias.
  • Confidentiality – All personal information and case details are kept strictly private.
  • No Victimization – Learners who raise genuine concerns will not face any retaliation.
  • Timeliness – All matters are resolved within defined and reasonable timeframes.

4. Learner Complaints Procedure

We have established a simple three-stage process to ensure every concern is addressed at the appropriate level.

Stage 1 – Informal Resolution
Students are encouraged to first discuss their concern with the concerned faculty member, their Course Coordinator, or the front desk officer. Most minor issues are resolved within three working days at this stage.

Stage 2 – Formal Written Complaint
If the issue remains unresolved, the student must submit a formal written complaint via email or in person at the academy reception. The complaint must include:

  • Student’s full name and course details
  • Clear description of the issue
  • Supporting evidence (if any)
  • The resolution being sought

Upon submission, the Quality Assurance Department will acknowledge receipt within two working days and provide a final written response within ten working days.

Stage 3 – Escalation to Management
If the student is still not satisfied, they may escalate the matter to the Academy Director within seven working days of receiving the Stage 2 decision. The Director will conduct a final review and provide a binding decision within fifteen working days, which is considered the final internal resolution.

5. Learner Appeals Procedure

If a student believes that their examination result or assessment outcome is incorrect or unfair, they have the right to appeal.

Valid Grounds for Appeal:

  • Marking calculation errors
  • Genuine medical or personal emergencies that affected performance (supported by valid documentation)
  • Evidence suggesting unfair assessment due to bias

Appeals based solely on dissatisfaction with the difficulty of the exam will not be entertained.

Appeal Process:

  • Submit a formal Appeal Request Form to the QA Department within fourteen calendar days from the date the result is published.
  • Include detailed grounds for the appeal, all supporting documents, and a non-refundable appeal processing fee (if applicable).
  • An independent reviewer (not involved in the original assessment) will examine the case.
  • A written outcome will be provided within fifteen working days.

Possible Outcomes:

  • Uphold the original result
  • Revise the grade
  • Overturn the decision
  • Offer a reassessment opportunity under fair conditions

6. External Review

If a student remains unsatisfied after exhausting all internal procedures, they may approach relevant external regulatory bodies, such as:

  • Awarding bodies (e.g., NEBOSH, IOSH) for certification-related disputes
  • Local consumer dispute redressal forums as per Indian law

However, International Prosafety Academy must be given a fair chance to resolve the issue internally before any external authority is approached.

7. Confidentiality and Record Keeping

All complaint and appeal records are securely maintained in our database for a minimum of three years for audit purposes. Access to these records is strictly restricted to authorized personnel only. Student records are not shared with third parties without explicit consent, except where required by law.

8. Policy Review

This policy is reviewed annually to ensure it remains aligned with industry best practices and statutory regulations. Any amendments will be promptly updated on our website.

9. Contact Information

Academy Name: International Prosafety Academy
Address: Sector 10, Vikas Nagar, Lucknow, Uttar Pradesh, India – 226022
Email: info@prosafetyacademy.com
Phone: +91-9795976707
Office Hours: Mon-Sat, 9:00 AM – 6:00 PM