ATTICS International Enquiries and Appeals Policy for Learners

These policies are developed exclusively for ATTICS International. Any copying, sharing, or reuse without written consent is not permitted.

Purpose

ATTICS International is committed to providing learners with a fair, transparent, and supportive educational and certification experience
The purpose of this policy is to establish a clear and accessible process for handling learner enquiries and appeals relating to training, assessment, examination, certification, or related learner services, ensuring impartial review and timely resolution.

Scope

This policy applies to:

It covers enquiries and appeals concerning:

Definitions

Enquiry:

A request for information, clarification, or explanation regarding any aspect of ATTICS International learning, assessment, or certification services.

Appeal:

A formal request by a learner to review or reconsider an assessment, examination, or certification decision believed to be incorrect or unfair.

Distinction Between Enquiries and Formal Appeals

Enquiries are distinguished from formal appeals by their informal nature and focus on information clarification, while appeals represent formal challenges to decisions with potential outcome modification, with clear guidance provided to learners on appropriate channel selection based on their concern type.

Policy Statement

ATTICS International shall:

Learner Enquiries

Submission

Learners may submit enquiries through:

Response Time

ATTICS International shall respond to learner enquiries within five (5) business days.

Learner Appeals

Grounds for Appeal

Learners may appeal where they believe:

Non-Appealable Matters

Certain matters are not subject to appeal, including academic judgment where proper procedures were followed, published assessment criteria applied correctly, and decisions based  on objective evidence without procedural error, with these exclusions clearly communicated during learner orientation.

Submission Requirements

Appeals must be submitted in writing within fourteen (14) calendar days of receiving results or certification decisions and include:

Appeal Handling Process

Independent Appeal Panel Composition

Appeal panels consist of at least three members including one subject matter expert not involved in the original decision, one quality assurance representative, and one external member where significant consequences are involved, with panel appointments documented to demonstrate independence and expertise.

Appeal Outcomes

Timeframe for Resolution

Expedited Appeal Process

Expedited appeals are available for time-sensitive matters affecting certification deadlines or professional registration, with resolution within 15 business days, available upon written justification of urgency and approval by the Head of Quality Assurance.

Confidentiality and Data Protection

All enquiries and appeals:

Further Complaints

If a learner remains dissatisfied after the appeal outcome, a formal complaint may be submitted under the ATTICS International Complaints Procedure Policy.

Quality Assurance and Improvement

Enquiry and appeal trends are reviewed as part of ATTICS International’s Internal Quality Assurance and Management Review processes to enhance learner services and assessment practices.

Appeal Outcome Analytics

Appeal outcomes are analyzed quarterly by program type, appeal grounds, and demographic factors to identify potential systemic issues, with findings reported to relevant program managers and used to refine assessment design, marking consistency, and communication clarity.

Compliance with International Standards

This policy aligns with:

RelatedDocuments

This policy should be read in conjunction with:

Distribution

This policy is distributed to all employees via the company intranet and is available to stakeholders upon request. All personnel are responsible for reviewing and complying with the latest version available in the document management system.