Complaints & Appeals Policy

Introduction

This Policy and Procedure sets out I-On Academy’s’ approach to handling and considering appeals.

The Policy applies to appeals relating to qualifications assessed by I-On Academy (Highfield Qualifications).

Scope

This policy covers appeals from:

  • a Learner in relation to an assessment decision made by the Centre where procedures have not been applied consistently or that procedures were not followed properly and fairly, and, as a result, the Learnerdisagrees with the decision made by the Centre and wishes to challenge the outcome.
  • a Centre where evidence suggests I-On Academy did not apply procedures consistently or that procedureswere not followed properly and fairly in relation to the results of assessments.
  • a Learner/Apprentice, provider or employer in relation to an assessment decision (including EPA decisions) made by I-On Academy where procedures have not been applied consistently or that procedures were not followed properly and fairly, and, as a result, the Learner/Apprentice, provider or employer disagrees with the decision made by I-On Academy and wishes to challenge the
  • a Centre, employer, provider, Learner/Apprentice regarding decisions relating to I-On Academys’ decision to decline a request to make reasonable adjustments or give special considerations.
  • a Centre, Learner/Apprentice, provider or employer regarding decisions relating to I-On Academys not applying reasonable adjustments or special considerations as confirmed.
  • a Centre, Learner/Apprentice, provider or employer regarding decisions relating to any action to be taken against a Learner/Apprentice or a Centre following the outcome of an investigation into malpractice or maladministration.

a Centre in relation to an application of a I-On Academys sanction

I-On Academys’ Responsibility

I-On Academy will operate in accordance with this Policy.

I-On Academys will ensure that appeal decisions are taken by individuals who have no personal interest in thedecision being appealed and have the appropriate competence to make decisions on such matters.

Decisions on appeals will be provided within the timescales specified below.

Should I-On Academy find any failure in its assessment process, steps will be taken to:

  • identify any Learner/Apprentice(s) who have been affected by the failure
  • correct or, where it cannot be corrected, mitigate as far as possible the effect of any failure; and ensurethat the failure does not recur in the
Appeal process

Where a Learner has been assessed by a I-On Academys Centre, they must first appeal to the Centre using the Centre appeals policy. Only once that process is complete may they appeal to I-On Academys. Learners mustprovide I-On Academys with evidence that they have first appealed to their Centre.

An appeal must be made within 20 working days of the date of the publication of the decision which is being appealed; this includes the publication of assessment results.

As a Centre, if the appeal is being made on behalf of Learners, written permission must be obtained from the Learner(s) concerned, as grades/results can go down as well as up (where applicable) as a result of an investigation.

The I-On Academy appeals form must be used to submit an appeal. Relevant reports, documentation and supporting evidence must be provided

EPA Appeals

When an Apprentice has been assessed by I-On Academy, the Apprentice, provider, or employer must make theappeal. If submitted on behalf of the Apprentice, the provider or employer is required to have the Apprentice’s consent.

Timescales
Course Appeals stages

*I-On Academy will not accept an appeal outside of this timeframe.

** Whilst I-On Academy will aim to complete the review within 20 working days, there may be circumstances where this may take longer, in which case the appellant will be notified.

Situations brought to our attention by the regulators

Where a regulator or others notify us of failures that have been discovered in the assessment process of anotherawarding organisation(s), we will review whether or not a similar failure could affect our own assessment processes and arrangements, consider whether any remedial action is necessary in relation to assessments that have been undertaken, and consider appropriate amendments to those processes for the future.

I-On Academy will undertake an initial review of the appeal submission to ensure that there are reasonable grounds and sufficient supporting information for the basis of the appeal within the scope of this Policy.

Where this is not the case, I-On Academy may request further information, notify that there are no grounds forappeal or notify the appellant of alternative courses of action.