Complaints and Feedback Procedure

1. Purpose

This procedure sets out how learners, employers, credential candidates, and other stakeholders can raise concerns about the training, competency demonstration, administration, or staff of American Professional School (APS). It ensures concerns are handled fairly, promptly, and constructively so that issues are resolved and learning from them contributes to continuous improvement of our competency-based education (CBE) programs and professional credential pathways.

2. Scope

This procedure applies to all APS programs, including the Certified Professional, Master, and Executive Leader pathways, and to all stages of the learner journey (enrollment, learning activities, competency demonstration, credentialing, and post-credential support).

It covers concerns relating to:

  • Quality, accuracy, or relevance of learning content or materials
  • Delivery, facilitation, or instructional support
  • Competency demonstration processes, feedback, or outcomes
  • Administrative processes (enrollment, communications, technical access, invoicing)
  • Conduct or professionalism of APS staff or contractors
  • Accessibility or reasonable adjustment arrangements

It does not replace the separate Competency Demonstration Appeals process for formal challenges to demonstration decisions, nor does it cover matters that fall under applicable law (which may be referred to the appropriate external authority).

3. Principles

APS handles all complaints and feedback according to the following principles:

  • Fairness and impartiality
  • Confidentiality (subject to any legal or safeguarding obligations)
  • No retaliation or disadvantage to anyone who raises a concern in good faith
  • Timely acknowledgement and resolution
  • Transparency about process and outcomes (while protecting personal data)
  • Use of findings to improve programs, processes, and learner experience

4. Informal Resolution

Wherever possible, concerns should first be raised informally with the relevant person or team (for example, the program facilitator, competency demonstration coordinator, or learner support contact). Many issues can be resolved quickly at this stage through clarification, correction, or practical adjustment.

If the matter is resolved informally, a brief note of the issue and outcome may be recorded for quality purposes. If the concern is not resolved to the satisfaction of the person raising it, or if the person prefers to proceed formally from the outset, the formal process below applies.

5. Formal Complaint Process

5.1 How to submit a formal complaint
Formal complaints must be submitted in writing (email preferred) to the designated complaints contact. The submission should include:

  • Name and contact details of the person raising the complaint
  • Clear description of the concern, including relevant dates, program or activity, and individuals involved (if known)
  • Any supporting information or evidence
  • Desired outcome or resolution (if known)

5.2 Acknowledgement
APS will acknowledge receipt of a formal complaint in writing within 5 business days. The acknowledgement will confirm the complaint reference number, the person responsible for handling it, and the expected timeline.

5.3 Investigation
An impartial investigation will be conducted. This may include review of relevant records, communications with involved parties, and gathering of additional information. The person raising the complaint will be kept reasonably informed of progress.

5.4 Resolution and response
APS aims to provide a written outcome within 20 business days of acknowledgement. If a longer period is required (for example, due to complexity or the need to gather further information), the complainant will be informed of the revised timeline and the reason for the extension.

The written response will:

  • Summarize the findings
  • State the decision and any actions or remedies
  • Explain any right of escalation or further review

6. Escalation

If the complainant is not satisfied with the outcome of the formal process, they may request a review by a senior member of staff (normally the Operations Manager or a designated independent reviewer) who was not involved in the original investigation. The request for review must be made in writing within 10 business days of receiving the formal outcome and must state the grounds for seeking review.

The review will be completed and a final written decision issued within 15 business days of the request, unless an extension is justified and communicated.

7. Outcomes and Remedies

Possible outcomes include (but are not limited to):

  • Explanation or clarification provided
  • Correction of an error or administrative issue
  • Adjustment to competency demonstration arrangements or feedback
  • Process or content improvement
  • Apology where appropriate
  • No further action if the complaint is not upheld