The Cultural Exchange Project’s TEFL Plus Certification Course General Policies

Customer Service, Customer Complaints, Student Appeals, Privacy, Special Needs, Equal Opportunities

 

Customer Service Policy
  • We always strive to supply the customer with the highest standard of service possible.
  • Our commitment is always listening to the client’s requests and points of view, echoing what we have understood before supplying a service or answer.
  • If consultation is needed to satisfy a client’s request or query, every effort will be made to do so as swiftly as possible.
  • We will always act with maximum transparency, making known the reasons and motives for any decisions or policies brought into question.
  • If we are deemed to have fallen short of expectations at any point, we will appraise the situation and take it upon ourselves to make any appropriate adjustments to procedure, policy or content in the service that we believe will remedy the situation.
Customer Complaints Policy
  • TEFL Plus and The Cultural Exchange Project endorse the right of students to appeal against a grade or an overall course result. We will always seek to deal with appeals quickly and fairly.
  • Every effort will be made to accommodate clients’ differing needs within the constraints of our installations and abilities.
  • Should we be unable to satisfactorily resolve a client’s complaint, we will consult with an objective third party and consider their input and advice in making a final response to our customer.

Student Appeals Policy
  • All students have the right of appeal against a grade for an assignment or an overall course result.
  • All appeals will be acknowledged in writing as soon as they are received.
  • A student’s initial appeal should be made to TEFL Plus at The Cultural Exchange Project using this email address: teflplus@culturalexchangeproject.org.
  • If necessary, the External Moderator (ACCREDITAT at www.accreditat.com ) may also be approached, attaching all correspondence.
    • An improvement in the student's mark for the assignment or the overall course will be given.In the event of a student appealing against a grade, there are three possible outcomes:
    • A reduction in the student's mark for the assignment or the overall course grade will be given.

    • No change in the student's mark for the assignment or the overall course grade will be made.

The student will be promptly informed of the result.

  • No appeal will go unanswered in less than 2 days. If the appeal needs the External Moderator's (Accreditat) intervention, no appeal will go unanswered in less than 5 days.
  • All appeals will be duly documented in their initial, investigatory and resolutory stages. In addition to emails and physical documents, TEFL Plus will use its database to record all transactions and verbal communications with clients. We also have a policy of keeping email records for at least two years.

 

Privacy Policy
  • Confidentiality of Customer Information Policy: The Cultural Exchange Project intends to use personal data collected from customers exclusively to administer the procedures necessary for the successful completion of the courses offered. In no event will any data be intentionally divulged to third parties, with the exception of the accrediting body for the course: ACCREDITAT.
  • If data were proposed to be used for any purpose other than that described in point 1 above, the customer would be asked for express written and signed permission.
  • We will comply with any request from customers for any information referring to themselves to be deleted or amended.
  • We act in compliance with the legal requirements for adequately protecting customer data stored in digital form on our database.
Special Needs Policy
If a course applicant has any particular need that needs attention in order to attend the course, we will make every effort to comply with the request and offer the applicant our solutions.

Equal Opportunities Policy
  • Our equal opportunity policy expresses our commitment to promoting equality and conducting business according to the principles of social justice, respect and freedom of expression when dealing with diversity in the workplace.
  • Scope: This equal opportunities policy applies to all individuals, as well as contractors, and customers who are vulnerable to discriminatory treatment due to certain individual characteristics.
  • Policy elements: Discrimination in the workplace is any direct or indirect adverse action or attitude towards an individual based on one or more characteristics of said individual that is subject to protection by law and that might create an intimidating, threatening or uncomfortable environment.
  • Discrimination can refer to different forms of diversity, including but not limited to:
    • gender
    • sexual orientation
    • ethnicity or nationality
    • religion or beliefs
    • age
    • disability
    • medical history
    • marital status
  • Areas where we will engage in preventive as well as affirmative action to ensure equal opportunity include hiring, training, performance evaluation, promotions, compensation, benefits and termination. The list is not exhaustive; any other process or function will also be subject to dictations by law and the TEFL Plus policy.
  • We will strictly refrain from demonstrating bias or prejudice toward individual differences, which will be valued and protected. People will be given the chance to work in a discrimination-free environment, which will help everyone feel that their worth and rights are respected.
  • Actions aiming towards equal opportunity include the following:
    • Use of sensitive language in all official documents, signs etc.
    • Modification of structures and facilities to accommodate people with disabilities.
    • Hiring, training and evaluating processes that do not focus on characteristics irrelevant to employment, job specifications, qualifications, productivity etc.
    • Inclusion of religious or national holidays of all people that are part of the workforce in The Cultural Exchange Project's official schedule and arranging their leaves upon request.
    • Open door practices to make the reporting of unlawful discriminatory conduct easier.
    • Active encouragement of employees to propose improvements.
    • Explicit prohibition of discrimination and clearly defined consequences.
Grievance Procedures

All supervisors and managers are responsible for ensuring that equal opportunity policies are applied at all times and that all procedures and practices are free of discrimination. All staff are obliged to follow legal guidelines and equal opportunity principles.

When these rules are violated, individuals can address the offender directly. If the issue is not resolved, they can report to The Cultural Exchange Project's management team or their immediate supervisor. The report will be investigated as soon as possible, and all parties will be listened to. The individual who suffered the offence will be protected against harassment and victimization.

Disciplinary Consequences: The party which is guilty of any kind of discriminatory behaviour will be subject to disciplinary repercussions that vary in regards to the severity of the violation. Possible consequences will include reprimand, detraction of benefits for a definite or indefinite time, demotion, suspension or termination for more serious offences. Involuntary or indirect discrimination will be resolved through training, counselling and modification of procedures to ensure fair treatment.