♦ Stage 1:

The learner should first talk to his/her instructor/assessor/tester to try and discuss the problem. The instructor/assessor/tester involved will attempt to resolve the situation by a discussion considering the course of objectives. The outcomes will be recorded, documented and, if resolved, filed for record purposes.

♦ Stage 2:

If unresolved within a reasonable time scale, it shall be passed to the Internal Quality Assurance officer who will attempt to reach a satisfactory solution by discussing the appeal with the Learner. A typical outcome may be that the assessment is carried out again with a different assessor and the Internal Quality Assurance officer/External Quality Assurance officer present. The same criteria will be used in the assessment process as approved by the Awarding Body.

♦ Stage 3:

If the same decision is reached whereby another dispute arises, then the entire matter shall be referred to the Awarding Body for the adjudication, who will make every effort to resolve any appeal quickly and will make at least an initial response within 5 working days. The Awarding Bodies decision is final and shall be binding on all parties. If the appeal is regarding a CPCS assessment and the same decision is reached, you can contact the CPCS EQA for further guidance.

For escalation of appeals and complaints if dissatisfied with the outcome from the Internet Test Centre, please contact the following Awarding Body in writing:

Approval and Compliance Manager
CITB Quality Assurance Team
Sand Martin House
Peterborough
PE2 8TY