Grievance and Complaints Policy
Purpose
The purpose of the Grievance or Complaints Policy is to provide all individuals associated with Spark Edutech the chance to raise a grievance or complaint, ensuring they receive fair treatment and their concerns are diligently taken care off.
Feedback provided which may include complaints lead to enhancing services for the benefit of learners. The Grievance and Complaints Policy has been established to ensure a consistent approach to address grievances or complaints related to training, guaranteeing fair and equitable resolution of all issues.
Grievances or complaints covered by this policy may concern personnel and can be raised by employers, learners, as well as partner organizations involved in the training and assessment.
Adherence to this policy is mandatory for all employees whether permanent, fixed term or temporary, reviewers, any third-party representatives or sub-contractors. agency workers, volunteers, interns and agents engaged with the organisation.
Timeline
The timeline for addressing complaints or grievances will be specified in the Grievance and Complaints Procedure. Complaints should be lodged within 10 working days of the incident or event prompting the complaint, valid reason for a delay should be submitted with supporting evidence in case of delay.
To submit a Grievance, you should contact the organization in writing by filling the Grievance form where you have to explain the nature of, and grounds for, the complaint. The duly filled & signed the complaint forms should include the below:
- Briefly describe the details of the complaint completing all sections of this form.
- Materials and documentation used to support a Complainant‘s allegations should be limited to and directly related to the reported case.
- The evidence should state relevant facts and document and support the allegation.
- The statement should include a description of the events or circumstances upon which the complaint is based and all supporting documentation for your complaint must be attached.
- Specify any pertinent dates, staff you dealt with, money owed, balances due, etc,
- This complaint will not be processed unless all the boxes are checked and you have signed and dated the complaint.
If the complaint obtained is biased, nonfactual we may write to you to invite withdrawal of the complaint. The complaint will proceed only if you respond, in writing, within 10 working days and request the complaint to proceed.
Additional timelines are provided within the procedure.
Documentation
Records will maintained for:
1. Reports on grievances and complaints received, along with the subsequent actions taken and their outcomes.
2. Detailed documentation of the grievance and/or complaint, including an overview of the incident, any witnesses or evidence, actions already taken, and the complainant’s preferred resolution.
3. Explanation of why the issue remains unresolved and what additional steps must take to address the complaint, including any further evidence supporting the complaint.
4. Tracking the progress of the complaint, including any decisions made, outcomes achieved, and relevant dates.
5. Confirmation of compliance with and agreement to the Grievance and Complaints Policy by learners (outlined in document such as an agreement or contract).
Each learner will be provided with the Grievance and Complaints Policy during their induction at the start of their training program. They will be required to sign a declaration confirming their understanding and agreement with the policy.
| Informal Discussion | Counsellor/ Trainer Customer |
| Stage One | Customer Support Manager |
| Stage Two | Executive Director |
| Stage Three | NEBOSH / IOSH Board |
| Informal Discussion | Counsellor/ Trainer Customer |
| Stage One | Customer Support Manager |
| Stage Two | Executive Director |
| Stage Three | NEBOSH / IOSH Board |
Procedure
Informal Discussion
The individual having the complaint may opt for an initial conversation regarding the matter to determine whether they intend to pursue it further. The recipient of the complaint, who can be their respective trainer or counsellor, will assure the complainant that the compliant is addressed; they may provide explanations about how or why a situation unfolded. At this stage, they will identify the desired outcome being sought by the complainant.
If the trainer / counsellor are unable to address the issue, a formal grievance or complaint will proceed refer the matter to the appropriate individual in accordance with the guidelines outlined in this policy.
If a satisfactory resolution is reached at this point, no further action is necessary. However, if no satisfactory solution is achieved, the complaint can progress to the next stage.
Stage One
Notification of a Grievance or Complaint
The complainant should complete and submit a Grievance and Complaint Form to the relevant individual. They can reach out to email education@sparkglobaledutech.com to obtain the designated contact details for a Stage One complaint.
Response:
Once the form is received, the Customer Support Manager will acknowledge it within 5 working days, provide a copy of this policy, and log the complaint. The assigned person will inform the complainant of the target date for responding after enquiry.
The complainant can meet our Customer Support Manager in-person / virtually to provide additional information beyond what was previously submitted.
Outcome:
After completing investigations, the designated person will update the Grievance and Complaint Log accordingly. Records, including meeting minutes, telephone conversations, and other relevant documentation, within a file will be maintained
Action:
If a satisfactory resolution is achieved, no further action will be necessary. The appointed person will inform the Director that a complaint was filed, outline the actions taken, and identify any necessary improvements to prevent future dissatisfaction.
If dissatisfied, the complainant is directed to stage two and provided with information about the designated person responsible for handling stage two grievances.
Stage Two
Notification of a Grievance or Complaint
The complainant should complete and submit a Grievance and Complaint Form to the relevant individual. They can reach out to the email hr@sparkglobaledutech.com to obtain the designated contact details for a Stage Two complaint.
Response:
Upon receipt of the Grievance and Complaint Continuation Form, the recipient – the Executive Director, will provide a response within 5-7 working days and document the details in the Grievance and Complaint Log. If a response within this timeframe is unattainable or if additional investigations or evidence are needed, the second-stage appointed person will notify the complainant of the schedule of dates and the reasons for any delays.
The complainant can meet the Executive Director in-person / virtually to provide additional information beyond what was previously submitted. The time / mode of meeting will be confirmed to the complainant.
Outcome:
After completing investigations, the designated person will update the Grievance and Complaint Log accordingly. They will maintain written records, including meeting minutes, telephone conversations, and other relevant documentation.
Action:
If a satisfactory outcome is achieved, no further action will be necessary. However, the second-stage appointed person will inform the Director that a complaint was lodged, detailing the actions taken and any necessary improvements to prevent further dissatisfaction.
If dissatisfied, the complainant is referred to stage three where he / she can contact the respective Boards (NEBOSH / IOSH)
Stage Three
At this stage, the complainant will directly contact the Support Team of the respective Boards (NEBOSH / IOSH) via mail.
The response timeline from the Boards is entirely at their discretion.
The boards will enable to resolve the complaint and foster reconciliation between the complainant and the organization.
For further details at this stage, kindly refer to Grievance policy of
NEBOSH: https://www.nebosh.org.uk/policies-and-procedures/complaints-procedure/
IOSH: https://iosh.com/contact/complaints
Disciplinary Proceedings
Disciplinary proceedings may be brought against a learner / stakeholder who is suspected of having acted or behaved in a manner which unreasonably interferes with the functioning or activities of the company. The candidates grievance procedure shall be ceased if he/she uses an unethical mode to approach or to register a grievance on the company by means of the misconduct below. Severe action shall be escalated on such behavior.
- Requesting unethical favour from the institution in any manner.
- Attendance lesser than 80% will not be considered for exam registration
- Incomplete assessment / activities
- The use of plagiarized material or any unfair means in work submitted for assessment or in examinations.
- The disruption of the teaching or administration of the company’s work or harassing behavior, either physical or verbal, towards any student or person, such as a tutor, acting on behalf of Institute.
- The abuse of alcohol or drugs on any premises where the courses are held.
- The defacing of company’s property or any property
If it is suspected that student has committed a disciplinary offence, the company director shall, at their discretion, decide whether disciplinary proceedings should be established against the student.
The organization conducts an annual review of this policy and its associated documentation. Any updates and communications regarding these reviews will be shared with relevant employers. Additionally, any specific outcomes resulting from the reviews will be communicated to the relevant parties, as appropriate. This ensures that the policy remains current and aligned with the organization’s objectives and any regulatory requirements
Note: The organization retains the authority to assign different staff members to handle complaints in cases where potential conflicts exist or when it is considered more suitable to address the nature of the complaint.
Governing law
This Grievance and Complaints Policy shall be governed by and construed in accordance with the laws of India. All grievances, complaints, and disputes arising out of or in relation to this Policy, including the redressal mechanism provided herein, shall be subject to the exclusive jurisdiction of the competent courts at Kollam, Kerala.
Effective Date: 10/01/2026 Next Review Date: 05/01/2027 Version: 1.0
Approved By: Senior Management, Spark Edutech