Customer Service Statement
ProQual aims to deliver the highest standard of customer service at all times which is efficient, effective and responsive. This includes dealing with enquiries over the telephone, in writing via email or letter. We also welcome feedback and are pleased to receive comments and suggestions for improvement to our standards of service.
ProQual and Approved Centres
ProQual and its approved centres work in partnership to jointly promote the development, take-up and use of accredited qualifications.
ProQual will:
➢Respond to all enquiries positively and as quickly as possible.
➢In any matters involving an investigation keep approved centres informed of progress.
➢Provide a forum for debate and discussion on standardisation relating to approved centre and awarding body practices and procedures.
➢Provide up-to-date guidance material and support in handling technical aspects of assessment.
➢Provide full details of annual fees, costs and resources associated with implementation of a qualification (please see the published fees schedule).
➢Welcome customer feedback from approved and potential centres, candidates and other customers. Comments and suggestions should be emailed to enquiries@proqualab.com.
➢Acknowledge the receipt of candidate enquiry within 5 working days and aim to provide a full response within 10 working days but it could be longer depending on the complexity of the enquiry.
➢Provide potential assessment centres with detailed guidance on becoming an assessment centre and support where required.
➢Issue an information pack following an initial enquiry within 5 working days. The pack will include the information regarding the qualifications requested, application form and guidance on completing the application form.
➢Acknowledge an application for centre approval within 5 working days.
➢When all necessary information has been obtained, ask EQA to set up an approval visit.
➢Reach decisions of approval within 15 working days of receipt of the EQA approval visit report. The approved centre will receive a formal letter/email, the Centre Handbook and Centre Agreement within 7 working days following approval. If a centre has not been approved, then the centre will be notified in writing.
➢Share all EQA visit reports with centres within 15 working days from the date of the visit.
➢Once approved, assign EQA to undertake centre verification visit to every centre regardless of the size and the level of centre activity at least once a year to assess continued centre worthiness. These visits will always be undertaken in person at the centre’s main approved site.
➢Schedule continuous external quality assurance visits based on centre-risk assessments to ensure that approved centre’s own internal quality assurance systems are being implemented effectively and consistent interpretation of relevant national standards are being applied.
➢Process candidate registrations electronically using PPS (ProQual Platinum System).
➢Invoice approved centres for candidate registrations or combined candidate registrations and certification.
➢On receipt of a certification request from a centre, invoice the approved centre for candidate units completed within 5 working days.
➢Process certificate claims once certification invoice payment has been received, despatch certificates to approved centres for candidate distribution within 15 working days.
Approved Centres will:
➢Use ProQual promotional materials and the ProQual logo on their own materials in accordance with the ProQual guidelines outlined in this Centre Handbook and the Centre Agreement.
➢Provide unit and qualification standards for candidates.
➢Ensure that materials given to candidates are of a high quality.
➢Not carry out assessment activity until the candidate has been registered formally on the qualification.
➢Maintain complete, up-to-date records/matrix of the qualifications and experience of each member of approved centre staff involved in the
delivery and assessment of ProQual qualifications (this can be in CV format) and advise the EQA and ProQual of any changes.
➢Forward CVs of potential assessors and IQAs to ProQual for approval.
➢Ensure assessors have copies of the latest qualification specifications and supporting paperwork.
➢Attend meetings for approved centres.
➢Uphold the Equality Policy.
➢Assist candidates with special assessment requirements.
➢Assist ProQual with advice, guidance and supply information when asked to do so.
➢Uphold the requirements of the Centre Handbook and the Centre Agreement.
ProQual Appeals and Complaints
ProQual publishes Appeals Policy and Procedure and Complaints Policy and Procedure.
ProQual will:
➢Log all complaints and appeals.
➢For appeals and complaints relating to the services offered by ProQual approved centres ProQual will ascertain whether the complainant has exhausted the approved centre’s complaints and appeals procedure.
➢Where the complainant has not given the centre an opportunity to resolve the complaint/appeal ProQual will refer the complainant to the approved centre (although ProQual reserves the right to investigate serious complaints/appeals).
➢Where the approved centre’s appeals/complaints system has been exhausted ProQual will investigate the appeal/complaint.
➢For all complaints/appeals, ProQual will respond fully, or provide a progress report within the timescales outlined in ProQual policies.