Complaints policy
Date:
November 18, 2024
Purpose:
This policy ensures all complaints regarding the Food Handler training suite are addressed promptly, fairly, and transparently to maintain the quality and integrity of our program.
Scope:
This policy applies to all stakeholders, including students, instructors, and clients.
Policy Statement:
We are committed to providing a high-quality training experience. Complaints will be handled professionally, impartially, and in a timely manner.
Procedure:
1. Submission of Complaints:
• Complaints must be submitted in writing via email to [designated email].
• The complaint should include:
• The complainant’s name and contact information.
• A description of the issue, including relevant details (e.g., dates, individuals involved).
• Any supporting documentation, if applicable.
2. Acknowledgment:
• Acknowledgment of receipt will be sent within 2 business days.
3. Investigation:
• The complaint will be reviewed by the Program Manager.
• An investigation will be conducted, which may include interviews, document reviews, or other relevant actions.
4. Resolution:
• A formal response will be provided within 14 business days of receiving the complaint.
• If additional time is required, the complainant will be notified of the delay and the expected resolution timeline.
5. Record Keeping:
• All complaints, investigations, and resolutions will be documented and retained for a minimum of three years.
6. Escalation:
• If the complainant is not satisfied with the resolution, they may escalate the matter by submitting a written request to the Appeals Committee.