Customer Charter

1.         Overview

AFA provides training programmes that cover the first aid training needs of individuals and groups in both work and leisure environments.  AFA aims to deliver training of the highest standard and provide Health and Safety Executive First Aid at Work courses, qualifications from both the Qualification and Credits Framework (QCF) and the Scottish Credit and Qualifications framework (SCQF) as well as bespoke courses using ITC certification.

This charter makes explicit:

•           Our service commitment to all of our customers.

•           Our level of expectation of the service level required from React First staff and contractors.

•           The basis on which customers can provide feedback.

2.         Information immediately available upon telephone or e-mail enquiry

AFA has a friendly, approachable, knowledgeable and efficient approach and will take the time needed to fully understand your requirements. The following information will be immediately available upon enquiry.

a)     All fee structures, costs and resources associated with any qualification

b)     The nearest AFA first aid course available for you to join as an individual

c)      The assessment methods used for each qualification

d)     Qualification training course outline and purpose

e)     Qualification specification, resources & materials required

f)       Administration procedures

g)     Verification documentation and evidence of assessment decisions affecting learner’s results

h)     The policies and procedures of AFA

i)       Health & safety guidelines used by trainers on courses

j)       Customer complaints procedure

k)     Assessment and other appeals procedure

3.         Customer Service Statements
3.1        We will aim to:

a)     Respond to all telephone enquiries during our Office hours (Tuesday to Thursday, 10 am – 4pm).

b)     Respond to all recorded telephone messages within 2 working days.

c)      Respond to all verbal, email, fax, website enquiries within 5 working days.

d)     Process candidate information and forward to ITC as soon as is reasonably practicable (within 5 working days)

e)     Forward the relevant certificates to candidates within 5 working days of receipt from ITC provided all invoices are paid in full.

f)       Acknowledge receipt of any appeal within 2 working days.

g)     Investigate appeals in line with our published policy.

h)     Acknowledge receipt of any complaint within 2 working days.

i)       Investigate all complaints in line with our published policy.

j)       Review this policy annually and respond to customer feedback.

Recognising that undue delay in replying to correspondence is frustrating:

•           All incoming correspondence are date stamped upon arrival in the AFA Office.

•           All telephone calls are date logged in a telephone message book.


If Customer Service Statement time deadlines are not achieved, this will be recorded and each incident investigated by AFA Director and any recommendations noted.  At the annual performance assessment new Service Statements will result from the previous year’s recommendations.


4.        Summary details of AFA complaints and appeals procedures

4.1       If you wish to make a complaint or appeal the initial best step is to contact our Office directly and ask to speak to the AFA Director who will be able to deal informally with any issues.

4.2       If you wish to make a formal complaint the first step is to ask for, or download AFA Complaints Policy and then make a formal complaint in writing posted to the AFA Office address.

4.3       Contact details:

Applied First Aid
Wild Rose Cottage
Church Walk
CB25 9EX

Breaches may also be raised with the Awarding Organisation, ITC First Aid, by contacting their office either via email, telephone or in writing.

Data Protection Policy

1.         Overview

1.1       The goal of the data protection policy is to depict the legal data protection aspects in one summarising document. It can also be used as the basis for statutory data protection inspections, e.g. by the customer within the scope of commissioned processing. This is not only to ensure compliance with the European General Data Protection Regulation (GDPR) but also to provide proof of compliance.

1.2       The General Data Protection Regulation (GDPR) is a regulation, which requires any business that processes data belonging to UK & EU citizens to protect it and not misuse it.  As a responsible business,APPLIED FIRST AID aims to robustly implement the requirements of the GDPR.  Part of meeting the obligation of meeting the obligations of GDPR is the production and implementation of this policy.

1.3       Applied First Aidis committed to the rules of data protection and abiding by eight data protection principles.  These are the principles that must be satisfied when obtaining, handling, processing, moving and the storage of personal data.

1.4       As an APPLIED FIRST AID approved training centre,APPLIED FIRST AID must collect and process information as required by ITC First awarding body and its regulators. APPLIED FIRST AID is therefore considered the Data Processor and its course candidates and employees the Data Subjects.

2.            The 8 Data Protection Principles

a)    Data must be obtained and processed fairly and lawfully.

b)    Data must be obtained for a specified and lawful purpose.

c)    Data must be adequate, relevant and not excessive for its collection purpose.

d)    Data must be accurate and kept up to date.

e)    Data must not be kept for longer than is necessary for its purpose.

f)     Data must be processed in accordance with the Data Subject’s rights.

g)    Data must be kept safe from unauthorised access, accidental loss or destruction.

h)    Data must not be transferred to a country outside the European Economic Area.


3.         Data Subjects Rights

3.1       Under the GDPR individuals have rights associated with their data, described below:

a)    The right to be informed

b)    The right of access

c)    The right to rectification

d)    The right to erasure

e)    The right to restrict processing

f)     The right to data portability

g)    The right to object

h)    Rights in relation to automated decision making and profiling

3.2       Children’s Personal Data

For the benefit of this policy a child is classed as a young person under the age of 16.  Children must have parental (or an individual in loco-parentis) consent for ITC First to collect and process their data.  ITC will maintain evidence of consent using our learner registration process.


4.         Data Collection

4.1       APPLIED FIRST AID acts on behalf of ITC First, by gathering and submitting learner data securely via the ITC website and/or registered post. APPLIED FIRST AID have a legally binding Centre Agreement, which confirms that APPLIED FIRST AID publishes and implement a Data Protection Policy (this document).

4.2       APPLIED FIRST AID collects data as part of the booking and registration process required for qualification delivery. APPLIED FIRST AID collects and retains data as part of its APPLIED FIRST AID administrative tasks.

4.3       When individuals provide their data to APPLIED FIRST AID, the data is submitted to ITC First and is used to:

a)    Attribute qualification credit to learners

b)    Produce commemorative certificates

c)    Produce CPD certificates

d)    Receive information pertinent to qualifications

e)    Enable ITC to contact you at your request (depending on when your data is provided and in which specific context or interaction with ITC First)

f)     Monitor ITC First qualifications to ensure equality and inclusivity

4.4       Learners data will only be used for the legitimate purposes described above.  Any changes to the ways in which learner data is used will be communicated to those individuals affected.

4.5       APPLIED FIRST AID collects data in order to communicate with learners details of future courses

5.         Data Storage

APPLIED FIRST AID will ensure that:

a)    Data is held securely such as password protected computer, locked cabinets/drawers, encrypted, computers have appropriate virus/data protection software appropriate to the business.

b)    Course registrations (which includes, name, address, contact details, ethnicity, signature) are removed from sight and access of other course candidates immediately after completion.

c)    Data is not disclosed or shared verbally or in writing to any unauthorised party.

d)    APPLIED FIRST AID will download course candidate data to their part of the ITC website and promptly submit all documentation to ITC First.  Data submitted will only be viewable via individual unique User log on and password of APPLIED FIRST AID and ITC First.

e)    APPLIED FIRST AID will not share their log on and passwords with any unauthorised individuals or companies.

6.         Data Retention

a)    APPLIED FIRST AID will retain any data in accordance with ITC retention periods, currently 5 years.

b)    APPLIED FIRST AID will review its necessity to retain data once it has been submitted and accepted by ITC First.

7.         Data Destruction

a)    APPLIED FIRST AID will ensure it destroys data in a confidential manner i.e. shredding of paper documents, deletion/psuedonymisation of digital records from computer systems.

b)    APPLIED FIRST AID will ensure it does not retain data longer than is required for the purpose of the qualification.

8.         Subject Access

8.1       Any party who has provided personal data APPLIED FIRST AID, has the right to request what information is stored and its content.

8.2       Access request may be made in writing by letter or email to the APPLIED FIRST AID Director who will discuss the request with the data subject.

8.3       Data will be provided in accordance with the subject’s Rights of Access under the GDPR.

9.         Breaches of Data Protection

a)    Breaches or suspected breaches should be reported to[Centre Director  who will make the necessary investigations and provide a response to the informant within 3 weeks of receipt.

b)    Breaches may also be raised with ITC First by contacting their office either via email, telephone or in writing.