Purpose of the Policy
The TRENDS Training Institute is committed to delivering a training experience that exceeds expectations. We recognize that questions, concerns, or disagreements may occasionally arise. Accordingly, this policy has been established to ensure that all complaints and appeals relating to assessment outcomes or the quality of our services are handled fairly, promptly, transparently, and consistently.
Difference Between a Complaint and an Appeal
- Complaint A complaint relates to dissatisfaction with the quality of services provided, facilities, administrative processes, or the conduct of staff or trainers.
- Appeal An appeal relates to an objection against an assessment result or a specific academic or training decision made by the Institute concerning a trainee’s performance.
Complaint and Appeal Process
- Stage One – Informal Resolution
Trainees are encouraged to discuss the matter initially with the responsible trainer or relevant staff member in an attempt to resolve the issue informally.
- Stage Two – Formal Submission
If the matter cannot be resolved informally, the trainee may submit a formal written complaint or appeal via the Institute’s official email address within five (5) working days from the date of the incident or decision.
Investigation Procedure
All complaints and appeals shall be reviewed by the Institute’s management in accordance with its approved internal procedures.
The Institute is committed to providing the trainee with a written decision and the proposed resolution within a period not exceeding seven (7) working days from the date the formal complaint or appeal is received.
Confidentiality and Impartiality
The TRENDS Training Institute treats all complaints and appeals with the strictest confidentiality and ensures that every case is considered fairly, objectively, and without bias.
Submitting a complaint or appeal shall not adversely affect the trainee’s future relationship with the Institute or influence the trainee’s assessment, evaluation, or final results.
