Service concerns
It is the aim of OCVC to provide a professional and high quality service at all times in its dealings with all customers. Should any concerns exist at the point of delivery of the training, in the initial instance these should be raised with the Tutor or Programme Manager.
If your service concern cannot be resolved to your full satisfaction at this time, or if an issue arises outside of the delivery of the training, the follow procedure should be followed:
- Make contact with the Employer Services Hot Line either by phone or email.
- During this first contact, details of the precise nature of your concern will be recorded. If this cannot be resolved during this first contact, details of your case will be forwarded to a named senior manager (the “Case Manager”) within the appropriate area to which the complaint refers. This person will make further contact with you within 48 hours.
- The Case Manager will handle your complaint quickly and efficiently, managing the process through until a satisfactory conclusion is reached. At the very least, further contact will be made by the Case Manager within 10 working days.
- In the unlikely event that you are not satisfied with the proposed solution offered, details of the case will be forwarded to the College’s Executive Management Team for final arbitration. In this instance a final response will be provided within 10 working days.
- The Employer Services team will continue to monitor the progress of all cases to ensure they are being handled in an efficient manner.