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