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Complaints and Appeals Quiz. 2 1. What is a complaint? A. an expression of dissatisfaction. B. a request for a review of a decision. C. a requirement.

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Presentation on theme: "Complaints and Appeals Quiz. 2 1. What is a complaint? A. an expression of dissatisfaction. B. a request for a review of a decision. C. a requirement."— Presentation transcript:

1 Complaints and Appeals Quiz

2 2 1. What is a complaint? A. an expression of dissatisfaction. B. a request for a review of a decision. C. a requirement that action is taken. D. an opportunity to moan. E. a request for a donation.

3 3 2. What is an appeal? A. an expression of dissatisfaction. B. a request for a review of a decision. C. a requirement that action is taken. D. an opportunity to moan. E. a request for a donation.

4 4 3. What is the deadline for submission of appeals & complaints? A.10 days after the incident B.15 days after the incident C.20 days after the incident D.25 days after the incident E.30 days after the incident

5 5 4. What can Centres Appeal against? A.The outcomes in a QR or EV report. B.The outcome of an investigation of suspected malpractice. C.The application of a sanction. D.All of the above. E.None of these – they are complaints.

6 6 5. When must OCNYHR uphold an Appeal? A. Now and again, to keep people on their toes. B. When the evidence shows the procedure that led to the decision was not followed properly. C. When OCNYHR disagrees with the decision. D. When the Centre that is appealing does a lot of business with OCNYHR. E. Never, OCNYHR should stick to decisions.

7 7 6. What if a Centre does not report an Appeal to OCNYHR? A. Learners will be unhappy. B. The Centre is non-compliant and may have its Risk Banding raised. C. The Centre must be reported to Ofqual. D. OCNYHR can not consider the Appeal. E. OCNYHR will never find out about it.

8 8 7. What if learners complain to OCNYHR about their Centre? A. OCNYHR can not consider their complaint. B. OCNYHR should refer them to the Centre complaints procedure before considering their complaint. C. OCNYHR should refer the matter to Ofqual. D. OCNYHR should investigate at once. E. OCNYHR should tell them off.

9 9 8. Can OCNYHR deal with a complaint from a Centre Head informally? A.No B.Yes, if the Head agrees with this approach. C.Yes, but only if the complaint doesn’t involve a breach of the Ofqual Conditions. D.Yes, but only if it’s a minor issue. E.Yes, as frequently as possible.

10 10 9. What if a Centre does not report a Complaint to OCNYHR? A. Learners will be unhappy. B. The Centre is non-compliant and may have its Risk Banding raised. C. The Centre must be reported to Ofqual. D. OCNYHR can not consider the Complaint. E. OCNYHR will never find out about it.

11 Which is a complaint? A. A Centre disagrees with its Risk Band. B. A Learner did not receive her certificate and wants something done about it. C. A Learner disagrees with the Access to HE grade he has been awarded. D. A Centre refuses to attend standardisation. E. All of the above.


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