ITEC Malpractice and Maladministration Policy

Introduction

This policy is aimed at all current registered approved ITEC tutors and students who are involved in teaching, or studying ITEC approved qualifications either now or in the future through Gateway Workshops Ltd.

The policy covers those who are:

• Involved in
• Suspected of
• Actually involved in malpractice/maladministration

Because this policy applies to all of the above, all malpractice/maladministration matters are dealt with in a consistent manner.

This document sets out the steps we follow when we receive notification, or a report of malpractice/maladministration and our responsibilities in dealing with such cases; it also sets out the steps we follow when reviewing these cases.

Our responsibilities as a Company

It is important that we make our tutors aware of the management, assessment and quality assurance of the qualifications we offer and that our learners are also fully aware of the policy. In an attempt to minimise the risk of instances of malpractice/maladministration and actual instances of such, details of this policy are made available to all learners, via our Student’s Charter and on our company website, under the heading of Policies and Procedures. Tutors are also issued with a copy of this document.
We understand that as a Company involved in the delivery of ITEC approved course, that sanctions may be placed on us by ITEC as an awarding body, if the outcome of any investigation identifies consistent malpractice/maladministration, or where we have failed to take steps to ensure that any previous incidents and recommendations have not been complied with. Our compliance with this policy and how we take reasonable steps to avoid or investigate instances and reports of maladministration/malpractice will be reviewed on an annual basis.

Definition of malpractice

Malpractice is essentially an activity or practice, which deliberately contravenes regulations and compromises the integrity of either internal or external assessment process and/or the validity of certificates. It covers any deliberate actions, neglect, default or other practice that compromises, or could compromise:

• The assessment process
• The integrity of a regulated qualification
• The validity of a result or a certificate
• The reputation and credibility of both Gateway Workshops Ltd and ITEC as an awarding body
• The qualification or the wider qualifications community.

Examples of the above could include:

• Deliberate falsification of records in order to claim certificates
• Failure to maintain appropriate record systems
• Discrimination or bias towards certain groups of students
• Misconduct of tutors towards students

Malpractice can occur at:

• Company level
• Tutor level
• Student (Learner) level.

NB: This is not an exhaustive list.

Definition of Maladministration

This is defined as any activity or practice which results in:

• Non-compliance with administrative regulations
• Poor administration e.g. poor student records
• Repeated mistakes

NB: This is not an exhaustive list.

Examples of Malpractice and Maladministration may include:

• Failure to carry out internal assessment, modification or verification in accordance with ITEC requirements
• Allowing students to use inappropriate materials or equipment during an examination process, such as use of mobile phones, textbooks, etc.
• Collusion or allowing collusion to take place between tutors and students, or between students
• Plagiarism or allowing plagiarism to take place between staff and students, or between students
• Fraudulent claims for certificates
• A breach of confidentiality between tutors and students
• Persistent maladministration
• Intentionally withholding information from ITEC which is critical in maintaining the rigour of quality assurance and standards of qualification
• Loss, theft or breach of confidentiality of assessment materials.
• Misuse of logos and trademarks or misrepresentation of relationship between Gateway Workshops Ltd and ITEC.
• Inappropriate assistance to students, such as helping them to pass a unit or   qualification
• Unauthorised circulation of exam assessment papers or procedures, other than those which appear on the ITEC website for learners to access, e.g. assessment criteria.

Company responsibilities

• Notify ITEC immediately if the Company, its Tutors or its Learner(s) identify alleged or actual maladministration or malpractice.
• Inform a Tutor or candidate if they are suspected of malpractice that a fact finding exercise and/or investigation will be launched and that they have a right to reply and appeal against any sanction imposed on them.
• Comply with any ITEC requests for information in relation to the fact finding exercise within timescales agreed by ITEC and Gateway Workshops Ltd, to enable us to carry out and complete the fact find or investigation.
• Co-operate with ITEC during the investigation.
• Carry out a fact finding exercise or investigation using people who are independent of those involved in the maladministration or suspected or actual malpractice.
• Provide ITEC with a report of any fact finding or relevant part of the investigation
• Inform tutors and candidates affected of the implications of the actions and
sanctions
• Take appropriate action to prevent the incident of maladministration or suspected or actual malpractice recurring.
• Respect the confidentiality of the information revealed during any investigative exercise.
• Retain records and documentation relating to the fact find or investigation for a period of time.

Who can identify an incident that may be a case of alleged or actual maladministration or malpractice?

Anyone can come across an issue that they think could constitute alleged or actual maladministration or malpractice. This can include but is not restricted to:

• ITEC staff who identify it through our own working relationship with a venue
• Venue staff and tutors
• Candidates
• External agencies, e.g. Skills Funding Agency, OFSTED, qualifications regulator (Ofqual)
• Whistleblowers (e.g. a person who works at a venue who wishes to disclose malpractice in the venue)
• Anonymous informants

In cases where we a third party reports an alleged or actual maladministration or
malpractice, the Company will establish whether or not they agree to us using their name. As part of our fact find or investigation, if they do not wish us to reveal their identity, e.g. a whistle-blower, we will respect this.
We will only disclose their name if we are legally required to do so. Nevertheless, we will still carry out the investigation; however, we will make the person who informed us aware that the extent of our investigation may be limited.

Process for making an allegation of malpractice or maladministration

Anybody who identifies or is made aware of any instances of malpractice /maladministration may do so by email, or in writing, promptly to:
Sue Bailey – Company Director
The best form of contact will be by email:
sue@gatewayworkshops.co.uk
An alternative form of contact may be made in writing, to the company address, which will be provided on initial contact by email. In doing so, all reports and notification should include supporting material or evidence, in order to assist with the investigative process. All allegations must include the following where appropriate, possible and relevant:

• Student/ITEC candidate number
• Staff/tutor name
• Details of the course/qualification affected, or nature of the service affected.
• Nature of suspected case, including dates(s)
• Details of any preliminary investigative process, including mitigating circumstances if relevant and conclusions drawn initially.
• A statement of facts and circumstances
• Written statements from all or any other staff concerned.
• Written statements from any students concerned
• Extenuating circumstances, such as medical reports
• Copies of registers
• Copies of schemes of work or lesson plans.
• Details or copies of any unauthorised learning materials during assessment /examination processes.
• Mode of discovery
• Students work if relevant

Recommendations for action/resolution.

In an initial investigation by the company, prior to notifying ITEC, we will ensure that:

• Staff investigating the nature of the allegation are competent to undertake the process
• Have no personal interest in the outcome of the investigation.

We notify ITEC (operations manager)of details of

• The initial investigative process, or
• The stage we are currently at, or
• The final outcome of the investigation, or
• Any recommendations made to ensure that such instances do not recur, or where steps have been taken to minimise risk.

Investigation, timelines and summary processes

• Gateway Workshops Ltd Director, who will investigate the process will endeavour to:
• Acknowledge receipt of any notification of maladministration or malpractice, within 2 working days of receipt, whether it is received by post or by email.
• Review the report and carry out the fact finding/investigative processes within 10 working days of receipt of the notification.
• It should be noted that in some cases the investigation may take longer; for example, if a visit is required by ITEC for example. In such instances, we’ll advise all parties concerned of the likely revised timescale.
• Notify the complainant of the outcome of our fact find within 2 working days of making our conclusions and any steps taken to ensure the incident does not recur, if and where appropriate and relevant
• Notify ITEC (operations manager) of the outcome of the whole investigation and steps taken to ensure future compliance with nay policies/procedures and steps taken to minimise risk to prevent future recurrences of the relevant matter.
• Where reports of malpractice or maladministration are reported to the company and are relevant to the actions of the Director, or their administration team, details and ALL relevant paperwork and documentation will be forwarded on to the operations manager at ITEC for external investigation.

Principles of investigation into malpractice/maladministration

The company recognises that the principal of all investigations is to ensure that:

• All investigations should be conducted in a reasonable, fair and legal manner
• All evidence should be considered if relevant and without bias.
• All facts should be established to determine any irregularities and build a picture of what has occurred.
• The scale of the irregularities is established.
• Any whistle blowers and anyone who notifies the company of any relevant information has the right to privacy and anonymity in accordance with relevant legislation.
• Any identification of inadequate systems, patterns or trends leading up to the identified incident are reviewed and any remedial action or change in systems required is implemented as soon as is reasonably possible.
• Any changes to systems or processes should seek to ensure that future recurrence of identified
• malpractice/maladministration is minimised or eradicated, where reasonable steps can be taken.
• Risk to students, or the integrity of the qualification is paramount to all investigative processes and associated actions taken to effect change.

All paperwork, relevant to all or any cases of malpractice/maladministration will be kept for a minimum period of 5 years in accordance with legal requirements.

For any queries about the contents of this policy, please contact Sue Bailey: sue@gatewayworkshops.co.uk

ITEC Complaints Policy and Procedure

Introduction

This document sets out the Gateway Workshops Ltd complaints policy and procedure and is aimed primarily at our students, although it may also be relevant to other interested parties who receive direct or indirect services from us.

The primary aim of Gateway is to provide high quality and high integrity training in vocational qualifications, related to the massage, beauty and holistic therapies training industry and we value the opportunity to teach all students of Gateway to the highest standards.
If anything fell below the the level of teaching expected by our learners, we would be extremely disappointed and further, if expectations fell short owing to any degree of complaint, we feel it is important to investigate this quickly, appropriately and thoroughly, so that we may learn lessons and make relevant changes necessary to maintain the reputation and service level of the company and uphold the credibility of the relevant awarding body.

Scope

This policy encompasses complaints that students, members of the public, or external agencies, e.g. Skills Funding Agency, OFSTED, qualifications regulator (Ofqual) as well as ITEC as an awarding body may wish to make, in relation to the services offered by Gateway Workshops Ltd.
If the complaint relates to the way in which an examination, assessment or records are kept, then the investigation may be conducted under our malpractice and maladministration policy, which is published on the Gateway website along with this policy/procedure, under the heading of Policies and Procedures

Gateway’s Responsibilities

All tutor’s and administration staff will be made aware of this policy and procedure and the appeals process in place to deal with complaints in relation to the services of the company.

Review process

There will be an annual review of this policy by Gateway, from the date of publication of this document below, to take account of any complaints processes established by the regulators and any trends that may emerge in relation to the subject matter of the complaints received.

How should I complain?

All complaints should ultimately be made directly to Gateway Workshops either by phone call, email, or in writing to:
Sue Bailey – Director/Founder Gateway Workshops
The best form of contact will be by email: sue@gatewayworkshops.co.uk
Alternative forms of contact may be made in writing, to the company address, which will be provided on initial contact by email.
We recognise however, that minor complaints or issues may be made at the time by students, perhaps during or after classes, directly to the tutor.
In such circumstances, tutors will make a note of the nature of the complaint and will make the office aware of the complaint at the first reasonable opportunity, if he/she is unable to deal with it at the time, or where it is more appropriate in their judgment to pass this complaint on to the Director to deal with, or where class/teaching time does not permit. If the complainer is unhappy with the response at the time of complaining, e.g. in class, or would prefer to make a complaint directly to the administration office, or where the tutor deems the matter more appropriate for the administration office to deal with, they will pass on the relevant contact details.
If students or other external agencies wish to complain directly to the company, all complaints should be made using the aforementioned contact details, between the hours of 09.30am until 5.30pm, Monday to Fridays.

What details will I need to give?

We would require the following information:

• If relevant, copies of correspondence between the student or external agency and the  tutor
• A statement of circumstances surrounding the complaint
• Written statements from any other students concerned
• Any learning materials/ correspondence relevant to the complaint/investigation
• Any other supporting documents deemed appropriate and relevant

Confidentiality and whistleblowing

Occasionally, a complainant may wish to remain anonymous - this may be because they have concerns about possible adverse consequences. However, it is always preferable to disclose your identity and contact details to us where possible. For reassurance, we can confirm that the regulators do not oblige us to reveal the identity of a complainant and any request for us not to reveal a student’s identity to a tutor for example, will be respected and upheld fully by the Director.

If a complainant against the Company Director wishes to remain anonymous, or in instances where it is felt that a complaint has not been dealt with satisfactorily by the Director in the first instance, or the issue has not been fully resolved, complaints may be made directly to ITEC in exceptional circumstances. The contact details
for complaints to ITEC under these circumstances are:

The Operations Manager
ITEC
2nd floor, Chiswick Gate
598-608 Chiswick High Road
London W4 5RT

It should be reiterated that any attempt to resolve a written complaint should be dealt with in the first instance by the Company Director.
Where all attempts to resolve the complaint using the company’s process have been exhausted, complaints to ITEC are the next stage in the process and only under these exceptional circumstances should this course of action be taken.
Details of ITEC’s own complaints procedure should be downloaded and read from the following link first, before submitting a complaint directly to them:-
http://www.itecworld.co.uk/students/appealsandcomplaints.htm

Investigation and summary processes

• We will acknowledge receipt of your complaint in writing, or by email within 48 hours - if a complaint is received over a weekend or bank-holiday period, the complaint will be acknowledged on the next working day.
• We aim to investigate the complaint and resolve it within 10 working days
• If the complaint is deemed ‘complex’ in nature, or where relevant individuals are unavailable, we may have to extend this period –in such instances we will inform you of the likely time-scale for this.
• If deemed appropriate, we may also recommend a meeting, in order to seek clarification, or more information.
• When we have investigated the complaint, we will write to you, or email you, advising you of our decision.

What happens if my complaint is upheld?

A number of things could happen as a result of our investigation, to ensure that such circumstances do not re-occur; this could include:-

• Reviewing our procedures
• Arranging further tutor training
• In extreme circumstances, for example where tutor conduct is deemed inappropriate, we may discipline the tutor concerned.
NB:
This is not an exhaustive list of possible actions.

What happens if I am not happy with the outcome of my complaint?

If you disagree with the outcome or decision made by the Company Director, you should contact the Operations Manager at ITEC, on the address details supplied above, who will contact Gateway to take the matter further.
If you are still unhappy with the decision or outcome taken by ITEC, then you can take the matter through the Appeal arrangements, outlined in the ITEC Appeals Policy on their website:-
http://www.itecworld.co.uk/students/appealsandcomplaints.htm
For any queries about the contents of this policy, please contact Sue Bailey:sue@gatewayworkshops.co.uk

Hi Everyone

We are delighted to announce we have won the best training school for the second year running which is wonderful, thank you to all the students who voted for us it really does mean so much.

We are blessed to have such a great team of tutors and their passion, dedication and skill is truly inspirational. We pride ourselves on offering a great range of courses and to be recognised with an excellence award is really lovely and we will continue to enjoy meeting all the students who are due to train with us this year and also the years ahead.

Thank you again for all of the votes and to the Guild.

Sue Bailey

Director - Gateway Workshops LTD