Purpose
The purpose of this policy and procedure is to ensure that all complaints and appeals are dealt with in a timely, fair and professional manner.
Scope
This policy applies to all customers who wish to make a complaint or lodge an appeal.
Policy
Vnohow is committed to providing the best possible services and responding to customers’ comments, opinions, and needs in a timely manner. It is important to us that you let us know when you are not satisfied with the service you have received then we would have an opportunity to address your issue before it’s too late.
In the event that you are dissatisfied with our services that might be relevant to staff members, enrolment process, training delivery, or any other activities associated with the delivery of our services, we encourage you to contact us with your concern or cause for dissatisfaction first. It would be helpful if you could make a complaint right away to the people involved, as they may be able to put things right immediately. It is often that an issue can be resolved right over the phone on the day that the incident occurred.
In the event that you disagree with a decision made, including, but not limited to assessment results, refused refund, refused requests for an extension etc., we encourage you to initially contact us as we aim to assist in, and encourage, the resolution of issues at the lowest possible level and as quickly as we can or since the very first time you contact us.
You can be assured that all complaints and appeals will be taken seriously and investigated fully and thoroughly in an honest and ethical manner. We will ensure that your complaints and appeals are handled fairly and efficiently and the outcomes are just and fair.
Procedure
In order to ensure that all complaints and appeals are dealt with in a timely manner, all complaints and appeals must be made within thirty (30) calendar days of the incident occurring or of the original decision being made and the following steps must be followed.
Step 1 – Resolve the issue at the lowest possible level
In the event that you are not satisfied with any aspect of the services provided by us, including staff members, enrolment process, training delivery, or any other activities associated with the delivery of our services or you are unhappy with a decision made by us, including, but not limited to assessment results, refused refund, refused requests for an extension etc., we recommend that you initiate at the lowest level by raising your issue to the person that you are dealing e.g. Sales Representative, Sales Coordinator, Training Administrator etc. If you are not comfortable addressing the issue with them, you are encouraged to contact their manager or supervisor directly.
Step 2 – Raise the issue to the Head of Operations
If the issue still persists after completing STEP 1, we recommend that you make a complaint or appeal to the Head of Operations in writing via email vnohow@vnohow.com or write to us through our website. The Head of Operations is the key person who oversees daily activities across functions and all departments, including Sales and Marketing, Finance and Administration, IT and regulatory compliance and is the one who makes sure the company operations flow smoothly.
Step 3 – Forward the issue to the third party
In many cases, complaints or appeals can be related to the third parties, including our business partners, training vendors, testing organizations, customers or prospects etc., and the third parties must be involved when finding a solution or making a decision as it is relevant to their Intellectual property (IP). In this case, your complaint or appeal will be forwarded to the relevant third parties for assistance, advice or decision.
Step 4 – Escalation to the CEO
If you remain dissatisfied after having gone through STEP 1 to STEP 3, your complaint or appeal will be escalated to the Chief Executive Officer (CEO) for a final decision.
Timeframes for resolution
Complaints and appeals will be finalized as soon as possible. It should not take longer than sixty (60) calendar days. If there is an important reason where additional time is required, you will be notified in writing of the reasons and how long it should take. All complaints and appeals will also be recorded.
