Customer Service Commitment
Agored Cymru aims to offer a service for its centres which is responsive, effective and efficient. It is committed to continuously reviewing and improving the quality of its service in order to provide the best possible experience for centres, and ensure all centres are treated equally and fairly.
To deliver exceptional service to you, we are committed to meeting the below service standards:
Agored Cymru service standards |
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| Centre Agreements - issue a Centre Agreement within 5 working days of receipt of centre approval fees and quality assurance approval |
| Charges - notify centres by end of April of its charging structure for the forthcoming academic year |
| Centre Annual Review - carry out Centre Annual review on an annual basis |
| Registrations - registrations processed within 10 working days of receipt of correctly submitted learner registration |
| Claim Approval: Awaiting QA Approval - take action to either approve, defer or reject a claim within 10 working days |
| Claim Approval: Deferred - take action to either approve, return or reject a claim within 60 working days |
| Results - issue any results within 10 working days of approval of a claim |
| Publishing of EQA Reports - publish EQA reports on the centre secure area of the website within 20 working days of the EQA report being submitted |
| Special Considerations - on receipt of a correctly submitted Special Considerations application, confirm receipt of the application within 5 working days and communicate a decision within 10 working days of receipt |
| Reasonable Adjustments - on receipt of a correctly submitted Reasonable Adjustments application, confirm receipt of the application within 5 working days and communicate a decision within 10 working days of receipt |
| Appeals – acknowledge the appeal within 5 working days of receipt and produce a written report with the outcome of the enquiry into the appeal within 30 working days of receiving the enquiry. |
| Complaints - acknowledge the complaint within 5 working days of receipt and communicate the outcome of the complaint within 30 working days of the date of receiving the complaint. |
For centre requirements and responsibilities, please click here.
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