Complaints and Appeals Policy

Customer Complaints

Customer may file a complaint against ISCT workforce development for reasons such as: misalignment in learners expectations and outcome and communications with ISCT staff. Such complaints must be submitted in writing to 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 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 conduct an investigation as per 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.

Customer Appeals

It is the responsibility of the customer to notify ISCT Workforce Development team that they are dissatisfied with the outcome of their complaint investigation. Appeal must be filed by customer within 30 days following the initial investigation resolution by email, phone or letter. Workforce Development team has 30 days following the receipt of the appeal to investigate and a total of 90 days following the receipt of the appeal to provide a final resolution to the customer. The appeal is immediate 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 department as needed to review the appeal and identify possible resolutions. Recommendation of resolution for the appeal is prepared and present to the customer within 90 days of receipt of appeal. Appeal is deemed invalid if the customer filed the appeal after 30 days of the issuance of the complaint resolution or the customer has previously accepted the complaint resolution.