Vision statement for Equality and Diversity
Tasneef Training Center.is committed to promoting equality, diversity, and inclusion, eliminating discrimination to all job applicants, staff, clients, learners, and members of the community served by us. Our aim is that everyone will be treated fairly, openly, honestly, with dignity and to respect and value differences irrespective of and regardless of:
I. Sex (including marital status, gender, pregnancy, maternity, and paternity)
II. Race or racial group (including color, nationality and ethnic or national origins)
III. Religion or belief.
IV. Age.
V. Caring responsibility
VI. Disability
General Statement of Policy
We believe that our policy and practice are a means of maximizing the effective use of human resources in our and the employee's/candidate's best interests.
All members of staff employed by us and all applicants for employment or learners for training will be given equal opportunity irrespective of their sex, religion/belief, race, age, or marital status in all aspects of employment and training e.g., in their access to posts and in the terms of benefits on which employment is normally available in this organization. We are committed not only to the letter of the law, but also to the promotion of equality of opportunity in all fields. The operation of recruitment, training and promotion policies to all individuals will be based on job requirements, and the individuals’ ability and fitness for work/training. Staff employed by this organization and learners in training shall be made aware of the provisions of this policy. This may be done, for example, by means of advertisements, job descriptions, application forms, posters, training courses and handbooks for appropriate managerial and supervisory staff. All key personnel involved in management, selection and dealing with the public shall be given training and guidance in law and organizational policy, their own personal liability under the law and the nature of discrimination.
Definition of Discrimination & Legislation
In this policy 'discrimination' means discrimination where a person is treated less favorably on grounds of disability, sex or marital status Nominated Person Management Representative shall be responsible for monitoring the effectiveness of the equality and diversity policy with overall responsibility for its implementation and supervision remaining with the HOD`s.
All aspects of personnel policies and procedures shall be kept under review to ensure that they do not operate against equal opportunities and analysis made of the sex, race, religion/beliefs, or marital status of employees in relation to their employment with this organization. Where any employees/applicants/learners are not being offered equal opportunities, the circumstances will be investigated by management to see if there are any policies or criteria which exclude or discourage employees and, if so, whether these policies and criteria are justifiable. Appropriate action will be taken, where necessary, to redress the effects of any policy or criteria which may be found to have unjustifiably limited the provision of equal opportunities.
Our commitment
To create an environment in which individual differences and the contributions of all our staff and learners
are recognized and valued.
Every employee/associate and learner are entitled to a working environment that promotes dignity and
respect for all. No form of intimidation, bullying or harassment will be tolerated.
Training, development, and progression opportunities are available to all.
Equality in the workplace is good management practice and makes sound business sense.
We will undertake planned reviews of all our employment practices and procedures to ensure fairness. Breaches of our equality policy will be regarded as misconduct and could lead to disciplinary proceedings.
This policy is fully supported and agreed by senior management, employees, Awarding organizations.
The policy will be reviewed regularly against evaluations, feedback, and changes to legislation.
To raise awareness of policies and procedures to ensure that our services are accessible for a diverse
range of clients and learners
to promote the principles of equality and diversity with clients and learners/partners/subcontractors and
recruitment agencies.
We have found that by putting equality and diversity policies into action we have the benefit not only of
compliance with the law, but also enjoy several other advantages including Making full use of the talents of all members of the workforce and our candidates. This helps to
ensure the best return on what is often a costly investment in recruitment and training.
An improvement in motivation and performance which, in turn, can reduce turnover levels.
A broadening of the "talent base" which develops people's abilities faster and further and opens
the potential for new and flexible approaches.
Better two-way communications.
An improvement in the external view of the organization, so that talented people outside will want to
join it and more candidates will be attracted to it.
The implementation of equality and diversity policies stimulates a healthy and more productive
atmosphere and creates a better quality of working life.
Recruitment and Promotion
Applicants for posts/training shall be given as much clear and accurate information about opportunities
through advertisements, open days, inductions, job descriptions and interviews to enable them to
assess their own suitability for the opportunity they are applying for. Information about opportunities shall
also be placed and prominently displayed where it may reach individuals from all groups.
Recruitment literature shall not imply that there is a preference for one group of applicants.
Advertisements and recruitment drives shall be aimed at as wide a group of suitably qualified and experienced
people as possible.
All applicants shall be informed that we encourage equality and diversity. Such information could be conveyed
in advertisements, job descriptions or application forms.
All personnel specifications for posts shall include only requirements that are necessary and justifiable for
the effective performance of the job, as requirements that are convenient rather than necessary may be
discriminatory.
All interviews shall be thorough, conducted on an objective basis and shall deal only with the applicant's suitability
for the job and ability to fulfil the job requirements. Where it is necessary to assess whether personal
circumstances will affect performance of the job, this should be discussed objectively without detailed
questions based on assumptions about marital status, children, and domestic obligation. Information
necessary for personnel records can be collected after a job offer has been made.
All staff shall be encouraged to discuss their career prospects and their continued training needs and
aspirations with their manager.
Vacancies shall be given as wide an internal circulation as possible to staff who are likely to possess
appropriate qualifications or have relevant experience.
We will not discriminate based on sex, marital status, age, religion, or disability in the allocation of duties
or shifts between staff employed in any grade or grades with comparable job descriptions, except where night
work restrictions apply, in which case exemptions may be considered.
Where appropriate and/or necessary, we with endeavor to provide appropriate specific needs of employees,
clients and learners which arise from their ethnic or cultural background, gender responsibilities as careers,
disability, religion or belief or sexual orientation
Staff training / development
It is our Policy that we will not discriminate in the provision of training and development courses. Appropriate training should be provided to enable staff to perform their jobs effectively. Such training will make provisions where necessary for individuals returning to work following a break for domestic reasons. Age limits for entry to training schemes should not be unnecessarily restrictive to exclude certain groups.
Clients and Learners
Tasneef Training Center is an Equal Opportunities Employer and Training Provider. Our clients and learners
are entitled to equal treatment irrespective of gender, race, disability and civil partnership, religion, or belief
and age, considering the diversity of the community that we serve. We feel it is our responsibility to ensure that our clients promote equality and diversity codes of practice to our learners within their organization.
We will promote awareness and are able to offer help and awareness on request. Tasneef Training Center.is committed to meeting the diverse needs of clients and learners. We will take steps
to identify the needs of clients and learners in our community and develop policies and procedures setting
out how we will meet clients and learners’ needs and for entering the services we provide are accessible to all.
We will take account, in particular, the needs of clients and learners with a disability and clients and learners
who are unable to communicate effectively in English. We will consider whether groups are
predominant within our client base and devise appropriate policies to meet their needs.
Pre-conceptions
In the application of this policy, it is essential that managers guard against discrimination of the basis of
assumptions that individuals because of their sex, race, disability, religion, or marital status possess
characteristics which would make them unsuitable for employment or receiving training.
Any restrictions which are applied by management, and which affect certain groups of staff/trainers/trainees
more than others, may effectively result in indirect discrimination, and should be reviewed to determine
whether they are necessary rather than convenient and removed if this is not so.
Community Partnerships
Tasneef Training Center will seek to develop community partnerships within the areas that we serve, through
Working within the community we aim to ensure that we reach as wide an audience as possible.
Disciplinary Procedure
Any member of staff or associate who does not abide by this policy will be subject to TTC disciplinary
procedure. Tasneef Training Center willfully investigate any reported incidents of discrimination by clients with
whom we work, including learners and employers.
Grievances and Victimization
Care will be taken to deal effectively with any complaints of discrimination and sexual harassment
which should be perused by application and fully investigated.
Monitoring and Reviews
Management Representative will be nominated as the person responsible for monitoring the effectiveness
of the equal opportunity policy with overall responsibility for its implementation.
Tasneef Training Center will actively monitor equality and diversity data of our learners to ensure that we are recruiting to meet the diversity of our community and that achievement opportunity to equal to all.
Tasneef Training Center. will review the operation of this policy regularly. We will take remedial action if we
discover non-compliance under this policy or barriers to equality and diversity.
This document sets out our policy. It must be strictly adhered to unless there are legal limitations on
employment to posts). Disciplinary procedure may be used in the case of a breach of our Policy.
Revision History
|
Issue - Rev. |
Rev. summary |
Date. |
|
01 - 00 |
Procedure issue |
07/2/2013 |
|
01 - 01 |
Incorporate local authority requirements
as per ISO17020:2012 |
22-02-2014 |
|
01 - 02 |
New Management change |
01/05/2017 |
|
01 - 03 |
New Management change |
01/04/2018 |
|
01 - 04 |
Requirement of ISO 17024:2012, Relevant EIAC requirements,
Adding objectivity in 4.1 |
20/07/2019 |
|
01 - 05 |
ISO 45001 replace OHSAS 18001 |
20/12/2020 |
|
02 - 06 |
Change Company Name and
scope of services |
10/04/2023 |
1 Purpose
The purpose of this procedure is to describe the handling of
complaint and appeal, validating the complaint and appeal received from the
client and from other parties.
To monitor customers’ perceptions of the degree to which their
needs and expectations have been fulfilled and describing the methods for
obtaining, monitoring, and reviewing this information.
2 Scope.
This procedure covers all complaint and appeal received at
Organization by any means, like written, verbal, e–mail etc. It also includes
adverse findings during audits.
3 Responsibility
3.1 Management Representative / Head of
Training /Tutors/Training coordinator/ Sales & Marketing
The Management Representative is responsible for receiving the complaints and appeals from the
clients / other parties. in consultation with the Tutors/ Training coordinator
They are responsible for handling, validating and analysis of the complaint and
appeal to the satisfaction of the clients /other parties. (As practicable, applicable,
and necessary)
3.2 Head of Training /Tutors /Training coordinator/Sales are
responsible for closing of complaint and appeal to the satisfaction of
client / other parties (as practicable, applicable, and necessary)
3.3 Management Representative / Head of Training /Tutors/Training
coordinator/ Sales & Marketing are responsible for handling and
analyzing the complaint and appeal by back–up records.
4.0 Marketing /Sales Manager is responsible for conducting
customer surveys on regular basis and
responsible for receiving the complaints and appeals from the
clients / other parties and collecting & analyzing the customer
satisfaction feedback survey.
4 Description of activity
4.1 Objectivity and Impartiality while handling the complaints.
Management Representative / Head of Training /Tutors/Training
coordinator/ Sales & Marketing or anybody involved in complaint handling
shall not be involved in execution of the job-related complaint – if anyone is
involved, he /she shall be excluded from the complaint handling process to ensure
objectivity and impartiality while handling the complaint.
4.2 Receipt and validate complaints and appeals.
Complaint and appeal received from client / other parties by any
means or by any one is first recorded in the Complaint and appeal register.
After that a complaint and appeal report is prepared with the details of:
• Complaint and appeal sr. No.,
• Mode of receipt,
• Received by,
• Name of client / other parties,
• Description of complaint and appeal,
• Reference of inspection services against, which complaint and
appeal is raised along with the reference of inspection date, Client / other
parties’ complaint and appeal report are issued for analyzing the root cause.
Management Representative / Head of Training validates the complaint after checking
necessary back–up records or personal interview of the Tutors /Staff (who were
involved in the job).
4.3 Classification of the client feedback and complaint and appeal
Client complaints and appeals
and client feedback are classified according to their cause. The purpose is to
allow for better tracking of trends and evaluating improvements in specific
domains. Possible causes are:
• Suspected results
• Late result reporting
• Problems with communication and
response
• Complaint and appeal regarding
business practices, publicity, etc.
• Problems with services provided.
• Others (to be specified)
4.4 Handling of Client Complaint and appeal
Management
Representative / Head of Training /Tutors/Training coordinator/ Sales &
Marketing and the
function responsible for the complaint and appeal, decide how to respond to the
client and, when applicable, what needs to be done to correct the problem for
the client (re–examination, hold a meeting, etc.). The client is informed of
this decision.
Management Representative / Head of Training review every client complaint and appeal; root cause is analyzed,
and corrective action is taken.
4.5 Analysis of Complaint and appeal
Management Representative / Head of Training the complaint and appeal for:
• Delay in execution of Training or
examination or submission of reports / certificate/ application.
• Training /examination not carried
out as per the scheme/ outline/contract as applicable,
• Training /examination is not carried
out in time,
• Wrong manner conducts during
examination,
• Errors in examination /Assessment
reports/certificates
• Coordinator / Examiner / trainer
problems (Related to Communication – Response- Attitude.)
• Complaint and appeal regarding
business practices, publicity, etc.
• Problems with Training services provided.
• Suspected results
• Late result reporting
• Any other problem identified by
the client / other parties.
Client / other parties’ complaint and appeal is analyzed for the
root cause. After identification of root cause the necessary actions are taken
to resolve the complaint and appeal.
Client / other parties are replied accordingly. Also, necessary
actions are taken at the client / other parties’ end, if required, to resolve
the complaint and appeal. Considering seriousness of complaint and appeal, Management
Representative / Head of Training or their nominee may visit the client /other
parties, wherever required. Based on his feedback the complaint and appeal are
closed by MR / Head of Training.
4.6 Closing of complaint and appeal.
Depending on the nature of the non–conformity, the Management
Representative / Head of Training / Sales & Marketing may follow up
with requests for corrective and preventive actions. When the investigation of
client complaint and appeal determines that remote operation or other external
organizations contributed to the complaint and appeal, the Management
Representative / Head of Training or his delegate contacts these
organizations and provides them with all relevant information.
Every client complaint and appeal are recorded. The records are
maintained by the Management Representative / Head of Training. When there are
copies of written communication, reports and other documents related to a complaint
and appeal, these records are organized into a file and are identified with the
complaint and appeal number and having records of the corresponding corrective
or preventive actions. The records of investigations that concern product
quality or other test characteristics are maintained by the Management
representative. Based on analysis of Client / Other Parties complaint and
appeal, necessary actions are taken, and client is replied for closing the complaint
and appeal. Management Representative identifies need for taking corrective and
preventive action to prevent such complaint and appeal in future
and accordingly concerned person is informed.
All the complaint and appeal received by Organization will be
closed within 7 working days after
receipt of the complaint and appeal. the Management Representative
/ Head of Training is authorized for closing of complaint and appeal.
4.7 Client Feedback
Client feedback is taken At least once in a Year. All
instances of client feedback, both positive and
negative, are reviewed by the Management Representative / Head of
Training. A complaint and
appeal is investigated to determine the cause, determine
corrective actions, and identify any preventive measures that may be required.
Un–satisfactory feedback is also considered as a complaint and is analyzed as
per the above procedure.
Management Representative monitors effectiveness of corrective and
preventive action by reviewing results for suitable time on a case–to–case
basis.
If any major changes in any of the relevant documents are
necessary by way of corrective and preventive action or complaint and appeal,
then this is done as per procedure for document control and records are
maintained.
4.8 Examinations Appeal Administration
In the event of an applicant, certified person, or any interested
party, wishing to contest any decision of TTC, he shall, within 14 days after
having been officially informed of such a decision, give notice in writing to TTC
of his desire to appeal against the decision. The receipt of the appeal is
acknowledged by the head of training and the applicant is informed of the
progress made and the outcome. TTC is responsible for all decisions at all the
appeals handling process.
Tracking and recording appeals, including actions undertaken to
resolve them ensuring that any appropriate correction and corrective action are
taken and done by The Management representative.
On receipt of such an appeal, the MR shall advise the GM of the
details of the appeal received. The GM will proceed in meeting. The appeals
panel will confirm the area of technical expertise. related to the nature of
the appellant’s activities under certification.
The appellant will have the right to object to the inclusion of
any person in the appeals group. All members chosen to form the appeals group
shall not have been previously involved in the decision appealed against TTC also.
ensures that the persons engaged in the appeals handling process
are different from those who carried out the examinations and the certification
decisions.
The meeting of the appeal group shall be held within 15 days of
the receipt of notification form. The appellant will be provided with at least
7 clear days of written notice of the time and place of the appeals group
meeting. Prior to the meeting of the appeals panel the existing decision of TTC
is to remain in force.
At the appeals group meeting both the appellant and the
appropriate representative from TTC shall be entitled to be heard in confidence
and the majority decision of the appeals group shall be final. While taking
decision the results of previous similar appeals are considered. The chief
examiner shall ensure that the appellant is advised in writing of the decision
of the appeals group within 7 days of the decision. The MR shall record details
of the appeal in the register of appeals and implement the decision of the
appeals group as required. On conclusion of the appeal, the head of training
will also review the grounds of appeal and evaluate if any possible improvements
to TTC control system are required.
The chief examiner shall ensure that the submission, investigation,
and decision on appeals shall not result in any discriminatory actions against
the appellant that any appropriate correction and corrective action is taken. TTC
shall give formal notice to the appellant at the end of the appeals handling
process.
4.9 Certified Person Complaint Administration
Any complaint received by TTC in writing, via email or telephone
in respect of its functions as a certification body or person certified, shall
be fully reviewed by the MR, and shall be recorded in the complaint register
with its nature if the complaint relates to the certified person or interested party.
MR must ensure that the effectiveness of the certified person
system is checked by examiners, who are not previously involved with the
certified person.
The letter in question is sent to the certified person within 14
days of receiving of complaint and recorded in the complaint register.
If the complaint is against an officer of TTC including MR then it
will be investigated by GM.
The complaint shall be closed within 45 days of the receiving date
of the complaint.
Verify the promptness and effectiveness of the actions taken in
respect of the complaint received to ensure its prompt disposal.
Ensure that the complainant is advised of the result of the
investigation within six weeks of the
receipt of the complaint.
All complaints, after redressed & disposal, shall be closed
through a closing note/closing call by the
Management representative (where applicable), certification will
be restored as quickly as possible.
Ensures that any appropriate correction and corrective action are taken,
and suitable preventive action is taken to avoid recurrence of such cases.
Ensure that the effectiveness of the measures adopted is covered
during the management review meeting.
The entire process to be followed meets the requirement of
confidentiality as it relates to the
complaint and to the subject of the complaint. The complaints are
recorded in the complaint register.
4.10 Documentation
The documentation of complaint and appeals includes:
•
The complaint/appeal (with dates and original information)
•
The answer of TTC
• A complete description of the
handling of the appeal/complaint including all persons involved.
•
Nature of complaints and appeals.
•
Action taken and their resulting effects.
Any appeals/complaints as well as any allegations and their
investigation are documented:
•
In the file of the complaint or company filing the appeal.
•
In case of complaints; in the general complaints file.
•
In the file of other concerned parties – if relevant.
•
In the file of parties that must informed of the case (e.g.,
relevant authorities)
Appeals and Complaints should be addressed to:
• info@tasneeftraining.ae
• info@tasneefai.ae
4.11 Formats / Exhibits
• Request or Order review / Order
details & Inspector’s Distribution
• Customer Satisfaction Survey
• Examination/ Assessment record
• Training Certificate
• Costumer's Inquiry Form
• Customer Complaint & Appeals
Report/form.
• Customer Complaint & appeals
Register.
• Quotation
• Invoice
5 References
• Local Order 52: 1990 Article 5.12
• Local order Law 2:2012
• ISO/IEC 17020:2012 Clauses 7.5
& 7.6
The Knowledge and Human Development Authority (KHDA) is an educational quality assurance and regulatory authority responsible for the oversight and improvement of education in Dubai, United Arab Emirates. It was established in 2006 as part of the government's efforts to enhance the quality of education in the Emirate of Dubai.
