Complaints and Appeals Policy

Customer Complaints

The customer may file a complaint against ISCT workforce development for reasons such as misalignment in learners' expectations and outcomes, and communications with ISCT staff. Such complaints must be submitted in writing to the ISCT Workforce Development team via email at isct@ISCTglobal.org, phone via +1 (604) 874-4366, or letter at the following address: ISCT Workforce Development Team, Suite 325 - 744 West Hastings Street, Vancouver, BC, Canada, V6C 1A5. All complaints received orally or in writing will be investigated for an initial response of 7 business days. If a complaint is communicated orally, the complainant should be encouraged to submit a documented complaint, or the individual speaking to the complainant should document the complaint. Personnel handling complaints will investigate as per the ISCT Workforce Development Program Complaint, Appeal and CAPA process. Upon its resolution, the individual(s) assigned to handling the complaint will document and communicate the actions taken to the complainant within the bounds of confidentiality. The resolution of complaints will be evaluated during Internal Audits and management review.

The customer may file an appeal for any decisions made by the Institute of Training and Development. An appeal must be filed by the customer within 30 days after the decision was made by the Institute of Training and Development. Appeal must be submitted in writing to the ISCT Workforce Development team via email at isct@ISCTglobal.org, phone via +1 (604) 874-4366, or letter at the following address: ISCT Workforce Development Team, Suite 325 - 744 West Hastings Street, Vancouver, BC, Canada, V6C 1A5. The Workforce Development team has 30 days following the receipt of the appeal to investigate and a total of 60 days following the receipt of the appeal to provide a final resolution to the customer. The appeal is immediately raised to the Associate Director, Workforce Development and Training for review. An ad-hoc meeting is set up amongst the ISCT management team involving the Associate Director, Workforce Development and Training, Senior Director, Global Operations, and team leads/managers from other ISCT departments as needed to review the appeal and identify possible resolutions. A recommendation for resolution for the appeal is prepared and presented to the customer within 60 days of receipt of the appeal. Appeal is deemed invalid if the customer filed the appeal after 30 days of the following the receipt of the initial decision made by the Institute of Training and Development.

Policies for Appeals

Learners who disagree with the outcome of an assessment, examination, assignment, or certification decision have the right to appeal the result. Appeals must be based on concerns regarding the assessment process, scoring, administration, or potential procedural errors and not solely on dissatisfaction with the outcome.

The following policies apply to all assessment result appeals:

1. Eligibility to Appeal A learner may submit an appeal if they believe an assessment result was affected by an administrative error, scoring error, technical issue, breach of examination procedures, or other circumstances that may have impacted the fairness of the assessment.
2. Appeal Submission Appeals must be submitted in writing within 30 days of receiving the assessment result and must include a clear description of the grounds for appeal and any supporting evidence.
3. Impartial Review Appeals will be reviewed by personnel who were not directly involved in the original assessment decision whenever possible. Any actual or perceived conflicts of interest must be disclosed and managed appropriately.
4. Confidentiality All information related to the appeal will be treated as confidential and shared only with individuals involved in the review and resolution process.
5. Review Process The appeal review may include verification of scoring, review of assessment records, evaluation of examination procedures, and consultation with subject matter experts or assessors as appropriate.
6. Decision and Communication The learner will be informed in writing of the outcome of the appeal, including the rationale for the decision and any actions taken. The decision resulting from the appeal review shall be final.
7. Continuous Improvement Appeal outcomes will be documented and reviewed during internal audits and management reviews to identify opportunities for improvement in assessment and examination processes.

The customer may file a complaint against ISCT workforce development for reasons such as misalignment in learners' expectations and outcomes, and communications with ISCT staff. Such appeals must be submitted in writing to the ISCT Workforce Development team via email at isct@ISCTglobal.org, phone via +1 (604) 874-4366, or letter at the following address: ISCT Workforce Development Team, Suite 325 - 744 West Hastings Street, Vancouver, BC, Canada, V6C 1A5