Intec Customer Charter

Our relationship with employers and learners is critical in the delivery of successful training programmes. The basis for a successful programme set out in our customer charter below:

Our Commitment to the Learner

Intec provides a confidential and impartial information and advice service, covering the learning opportunities, skills and qualifications offered and needed for employment or career progression.
Intec assessors will be available to learners throughout their working day including shift patterns if required to provide assessment services.
Intec assessors will make themselves available to learners at monthly intervals to carry out a variety of assessments and discuss their progress.
Intec assessors will observe professional standards at all times including Health & Safety, Safeguarding and Equal Opportunity obligations. Intec is committed to the aim of offering equality of opportunity to all.
Intec assessors will respond to any learner enquiries within 24 hours.
Learning programme records can only be accessed by authorised staff who need to see this information.
Intec values suggestions, comments, compliments or complaints and commit to all complaints being addressed in the strictest confidence and within 24 hours.

The Learners Commitment to the Programme

The learner will commit to the S/NVQ or Apprenticeship programme, which could take anything from 6-24 months to complete. The time taken to complete the S/NVQ or Apprenticeship programme is primarily driven by the learners.
The learner will be expected to make provision to complete some of the Apprenticeship and/or the S/NVQ away from the workplace.
Learners unable to attend a pre-arranged assessment visit must notify their assessor by phone or email the day prior to the visit.
Learners will agree to be prepared for all assessment visits as agreed at the previous meeting with their Assessor.

Intec/Employer Accountabilities

Intec will provide Information and Advice regarding Government funding for learning programmes and eligibility criteria where appropriate.
Intec will be responsible for completion of all the documents associated with the Government funding requirements for the Apprenticeship and/or S/NVQ programmes.
Intec will inform the employer when the proposed learner visits will take place.
Intec will inform the employer when a candidate has successfully completed their programme and arrange for certificates to be delivered for distribution.
Employer Line Managers will support learners taking S/NVQ or Apprenticeship qualifications towards successful achievement.
Employer Line Managers will make themselves available on a quarterly basis to discuss and review the S/NVQ or Apprenticeship programmes and learners progress at their relevant site.
Employer Line Managers will inform Intec if a learner is not available in advance of the site visit eg, when a learner is off sick.
Intec values suggestions, comments, compliments or complaints and commit to all complaints being addressed in the strictest confidence and within 24 hours.

Download a PDF of the Intec Customer Charter here