Definition

“The enquiry procedure allows centres to check on assessment decisions relating to centre recognition, and learners’ results.
 
The appeals procedure focuses on whether the awarding organisation used    procedures that were consistent with the regulatory arrangements for QCF and applied the procedures properly and fairly. It includes provision to keep appellants informed, avoids deterring appellants on financial grounds and explains how unresolved appeals can be put to independent review.”  (Agored Cymru)

Audience

The intended audience for this document is:

  • Organisations applying for Partnership statu
  • Recognised partnership centre
  • earners
  • Centralia staff
  • Centralia appointed External Verifiers

 

The policy and procedure will apply to:

  • QCF approved qualifications
  • QALL provision within CQFW
  • Centralia approved units
 
Centralia and Partnership Centres welcome complaints about any of its activities.
 
Centralia and Partnership Centres view complaints positively and believes that they provide the opportunity to put things right.  We will deal with enquiries/complaints in a fair, courteous and timely manner.  Every enquiry/complaint will be taken seriously and investigated to the appropriate level.  The complainant will be kept informed of the process and offered clarification and explanation as necessary, as will the person being complained about where relevant.
 
The procedure will be thorough, accountable and mindful of confidentiality and used to advise future practice.
 
The enquiry/complaints procedure is open to anyone who has had contact with Centralia or a Partnership Centre in any capacity.  The policy provides a mechanism for service users, candidates/students and the general public to register their concerns.  For the purposes of registering a grievance, those who wish to raise a concern should in the first instance, speak to their tutor, mentor or Course Director.  Centralia and Partnership Centres expect most appeals from individual learners to be resolved within the Centre. Centralia and Partnership Centres will only consider an individual learner’s appeal after the Centre’s internal appeals procedure has been fully utilised
 
  • Centralia and all Partnership Centres will have a clear and transparent process for making a complaint or offering comments
  • Centralia and Partnership Centres will have information on how to complain available in hard copy within the Centre
  • Suggestions will be responded to and will be passed on to the appropriate divisions.
  • A complainant has the right to register a complaint formally if they wish to do so and the right to withdraw a complaint at any point.

Complaints will be dealt with in a staged process:

1.    Learners Informal Process
 
1.1. This process is internal to each Centre and the complainant will approach a Centre member of staff and
     will be afforded private time to discuss the issue/s.  This meeting will be recorded and endorsed by the 
     complainant and Centre staff and filed in hard copy.  The Centre will provide an outcome in writing within
     10 working days and if acceptable to the complainant will be signed by them and the Centre staff and filed
     in hard copy.  If the matter is not resolved, then the next stage must be followed:
 
2.    Learners Formal Process
 
2.1. Centralia will only consider an individual learner’s complaint after the Approved or Partnership Centre’s 
       internal and informal procedure has been fully utilised.
2.2. Where the outcome of a complaint/enquiry questions the validity of other results at the Approved or 
       Partnership Centre, Centralia will take action to protect the interests of other learners and the integrity of the 
       qualification. This may include a further review of learners’ work.
2.3. The learner must make the Approved or Partnership Centre aware of his/her intention to submit an appeal to 
       Centralia and ask the Partnership Centre for written confirmation that they will release records relating to the 
       enquiry/complaint appeal.
2.4. Centralia will investigate the procedures used by the Partnership Centre to investigate the original 
       enquiry/complaint submitted by the learner.
2.5. Enquiries/complaints should be addressed to the Director of Quality, Standards and Regulation at Centralia 
       and include the reasons for the appeal and correspondence/evidence relating to the outcomes of the 
       Partnership Centre’s processes.  Learners must include their Agored Cymru/Centralia registration number.
2.6. Centralia will provide a response to an enquiry within 5 working days and will appoint a member of staff to 
       lead the appeal process. 
2.7. Centralia will normally report to the learner within 30 working days of receipt of the appeal.
2.8. The process will be conducted fairly and consistently in line with regulatory requirements and Centralia may 
       request further information from the learner, the Partnership Centre, and the external verifier as appropriate. 
       Learners will be kept informed throughout the process.
2.9. If the learner is still not satisfied, an appeal may be made to an External Appeals Panel via Agored Cymru.
 
3.   Partnership Centres / External Verifier Informal Process
 
3.1. The Partnership Centre / External Verifier should contact Centralia and request a meeting.  This meeting will 
       be recorded and endorsed by the Partnership Centre / External Verifier complainant and Centralia staff and 
       filed in hard copy.   Centralia will provide an outcome in writing within 10 working days and if acceptable to 
       the complainant will be signed by them and the Centralia staff member and filed in hard copy.  If the matter 
       is not resolved, then the next stage must be followed:
 
4.  Partnership Centres / External Verifier Formal Process
 
4.1. Centralia will only consider a formal enquiry/complaint after the Partnership Centre / External Verifier has 
       followed the informal procedure fully.
4.2. The Partnership Centre / External Verifier must provide in writing, the nature of their enquiry/complaint
       and Centralia will provide a response within 5 working days and will appoint a member of staff to lead the 
        process. 
4.3. Centralia will normally report to the Partnership Centre / External Verifier within 30 working days of receipt of 
        the enquiry/complaint.
4.4. The process will be conducted fairly and consistently in line with regulatory requirements and Centralia may 
        request further information from the Partnership Centre / External Verifier.  All parties will be kept informed 
        throughout the process.
4.5.  If the Partnership Centre / External Verifier is still not satisfied, an appeal may be made to an External 
        Appeals Panel via Agored Cymru.
 
5.   Centralia Staff Informal Process
 
5.1. The staff member should contact Centralia and request a meeting.  This meeting will be recorded and 
       endorsed by the staff member complainant and Centralia staff and filed in hard copy.   Centralia will provide 
       an outcome in writing within 10 working days and if acceptable to the complainant will be signed by them 
       and the Centralia staff member and filed in hard copy.  If the matter is not resolved, then the next stage 
       must be followed:
 
6.  Centralia Staff Formal Process
 
6.1. Centralia will only consider a formal enquiry/complaint after the staff member has followed the informal  
       procedure fully.
6.2. The staff member must provide in writing, the nature of their enquiry/complaint and Centralia will provide a 
       response within 5 working days and will appoint a member of staff to lead the process. 
6.3. Centralia will normally report to the staff member within 30 working days of receipt of the enquiry/complaint.
4.4. The process will be conducted fairly and consistently in line with regulatory requirements and Centralia may 
       request further information from the staff member.  All parties will be kept informed throughout the process.
4.5. If the staff member is still not satisfied, an appeal may be made to an External Appeals Panel via Agored 
       Cymru.

FAQ's

Can I bridge from one level to another? From Level 3 to Level 5?

Unfortunately the answer is no.   

Levels show you the complexity of a subject and good comparisons are that Level 3 = AS/A levels and Level 5 = Years 1 + 2 of a First Degree and you cannot bridge from A level to Degree because you begin a completely new course and the way you learn and the work you have to produce is different.   The same applies with Level 3 and Level 5 and a learner has to complete all of the level 5 assessments to achieve the qualification.

I want to study reflexology at University, is the level 5 course a University course?

The Level 5 Diploma in Practitioner Reflexology qualification can be taught at University, but it is not a degree course although its complexity and difficulty is equivalent to years 1 + 2 of a First Degree course.   Some Universities offer reflexology training in two ways: 
1) As part of a degree or
2) As a 'stand alone' therapy (in other words you only study the subjects around reflexology training).   

University reflexology courses may have an Awarding Organisation, but if they do then they will only be at Level 3 in which case this is too low a level to be taught as part of a degree.  If there is no Awarding Organisation and it is option 2) then the likliehood is that the training is completely unregulated and not a formal qualification.  However, if reflexology is taught within option 1)  The reflexology is still unregulated, but it does form a part of the overall degree as a qualification.  If a University wanted to offer a regulated Level 5 reflexology qualification, they would have to apply to be a Centralia Centre and have to prove their suitability to deliver at Level 5.   

To the best of our knowledge, there is no organisation that Quality Assures or Standardises the provision of reflexology training in UK universities.

Is Level 5 training better than Level 3?

What level you train at is nothing to do with whether it is 'better' or not!   Levels denote the complexity of achieving the qualification, but not everyone wants to study at a University and not everyone wants to study at level 5.   Level 5 is more difficult, although the subject area - reflexology - is the same.   There are Level Descriptors' on Awarding Organisations websites which will help you decide the level you think you would most enjoy studying at. 

I studied at Level 3 some years ago, should I now do a level 5 qualification?

This is a tricky question and therefore difficult to answer as so much depends on individual circumstances!   

For example:   Gregor and Elaine qualified in 2007 on a Level 3 Diploma.  Gregor started a private practice straight away, seeing a minimum of 6 clients every day for 3 days per week and 1 day per week, he works for a palliative care charity giving a peripatetic reflexology service in a 20 mile radius.  1 day per month has been dedicated to furthering his knowledge in reflexology and he regularly studies new research into all CAM's.   Elaine on the other hand, treats her friends and family on an informal basis and has attended two, one day CPD courses.   One of these Practitioners may really benefit from learning at Level 5, whilst the other may justifiably feel that they have continued their learning, long after qualifying, with little to be gained from studying at Level 5!

What is the difference between a membership organisation and an awarding organisation?

A membership organisation takes the responsibility of providing insurance cover for their members and often at a very reasonable rate.   They keep up to date with what is happening in the world of reflexology and pass that information on to their members.  They usually provide a media platform so that their members can 'socialise' with one another and share information.   They may have departments called training and/or education, but they are nothing to do with the regulation or development of reflexology qualifications.   They may advertise Schools/Colleges/Universities, but they have no role in regulating/quality assuring or standardising anything to do with reflexology qualifications - advertising role only!    Membership organisations often advertise CPD courses (sometimes their own, sometimes external providers).   Sadly CPD provision is still for the greater part, without any regulation or standards. 

Awarding Organisations are responsible for the development, delivery and regulation of all formal qualifications and if you have a Level 3 Diploma you will also have an Awarding Organisation certificate as proof that it is a formal qualification.   


Is my CPD recognised as a qualification?

There is very little CPD that is a regulated, formal qualification.   If you have a CPD certificate from an Awarding Organisation then it is a formal qualification with unit/s and credits.   Anything else is just pot luck and being Accredited or Validated by a membership organisation means nothing other than they have given a thumbs up to the training product and even if a training provider has to initially outline what they are intending to teach, sadly there is no guarantee of content or standard or quality assurance.

LINKS:

Professional Reflexology AGOREDCYMRULOGO