1. Overview

1.1 APPLIED FIRST AID First Aid Ltd provides first aid training including first aid training needs for those who work in specialist environments. APPLIED FIRST AID uses the assessment criteria as determined by ITC and aims to provide a quality accreditation programme for educational establishments, training providers and learners.

1.2 This charter makes explicit
a) Our service commitment to all of our customers.
b) Our level of expectation of the service level required from APPLIED FIRST AID staff.
c) The basis on which customers can provide feedback.
2. Information immediately available upon telephone or e-mail enquiry

APPLIED FIRST AID have a friendly, approachable, knowledgeable and efficient approach and will take the time needed to fully understand your requirements and should be able to supply you with the following information immediately upon enquiry.

a) All fee structures, costs and resources associated with the qualification.
b) The ITC complaint assessment methods used for their qualifications.
c) Qualification training course outline and purpose.
d) Administration procedures.
e) Verification documentation and evidence of assessment decisions affecting learner’s results.
f) Qualification specification, resources & materials required.
g) The policies and procedures of APPLIED FIRST AID.
h) Health & safety guidelines.
i) Customer complaints procedure.
j) Assessment and other appeals procedure.
3. Customer Service Statements

APPLIED FIRST AID will aim to:
a) Respond to all telephone enquiries during our Office hours (Monday – Friday, 9am – 5pm).
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 (aim is 48 hours) after course completion. Trainers sometime are on the road and travel to more than one consecutive training venue which unavoidably delays processing. These multiple sequences of course will all be processes within 48 hours of completion of last course in the sequence.
e) Issue the relevant certificates to candidates within 48hrs of receipt from ITC provided all invoices are paid in full.
f) Support APPLIED FIRST AID trainers delivering APPLIED FIRST AID training events.
g) Acknowledge receipt of any appeal within 2 working days.
h) Investigate appeal and provide a reply within 15 working days (3 weeks).
i) Acknowledge receipt of any complaint within 2 working days.
j) Investigate all complaints and provide a reply within 15 working days (3 weeks).
k) Maintain and regularly update the ITC website which should be the first port of call for all routine administration and initial information for all courses and course candidates.
l) Provide feedback to any interested or concerned parties.
m) Review this policy annually


4. Quality of Service Indicators

4.1 APPLIED FIRST AID are committed to providing customers with a quality service that is:
a) Consultative and responsive
b) Open and informative
c) Prompt and efficient
d) Streamlined and manageable
e) Cost-effective
4.2 APPLIED FIRST AID will complete an Annual Assessment of Awarding Body Form (F2), allowing them to communicate with ITC any issues regarding the level of service received.
5. Summary details of APPLIED FIRST AID complaints and appeals procedures

5.1 If you wish to make a complaint or appeal the initial best step is to contact the APPLIED FIRST AID Office directly and ask to speak to the APPLIED FIRST AID who may be able to deal informally with any issues.

5.2 If you wish to make a formal complaint the first step is to ask for, or download APPLIED FIRST AID Complaints Policy and then make a formal complaint in writing posted to the APPLIED FIRST AID Office.

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