All of our Client should be completely satisfied with the service they receive from DHBTC, and we strive to fully uphold our duties under the Learning Agreement. However, we would want your feedback if you believe we have not upheld our end of the Learning Agreement or you are unhappy with any other aspect of the service you have gotten from DHBTC. We will investigate your complaint thoroughly and treat the situation seriously. DHBTC is committed to handling all formal complaint(s) fairly, quickly, and with the intention of using them as a springboard for development.
5.1 –Raising your informal complaint(s) with your DHBTC (First Round):
It is recognised that some concern(s) are raised informally, and these can and should be dealt with immediately. An informal complaint should be raised directly with the relevant Tutor, quailty manager, or any DHBTC team member.
Any such concern(s) should then be raised promptly and directly with the individual against whom there is a concern where relevant. We aim to resolve informal concern(s) quickly and effectively. The DHBTC member you contact might be able to handle and solve the concern(s) directly, to intervene, or at least intorduce a suitable advice(s) about how to proceed or where to go for assistance or advice. They may be able to advise about what would constitute an appropriate remedy, and chance to consider whether there is indeed a complaint(s) to be addressed. You will then be in a position to decide whether to proceed further, and how.
If concern(s) are not satisfactorily resolved in this way complainants should follow DHBTC’s formal Complaint(s) process as outlined below.
5.2- Raising your formal complaint(s) with your DHBTC (Second Round):
If you are dissatisfied with the level of service provided, the quality level of facilities or learning resources or learning enviorment, treatment by, or attitude of, a employee(s) and administrative processes, DHBTC’s policies or procedures, we do ask that you first exhaust DHBTC complaints procedure to allow us a chance to make things right.
You must submit your complaint(s) to us in verbral or writing manner either in Arabic or English Languages, if you want us to look into your concern(s). Any supporting material(s) that you may have should be included.
If a complaint(s) is made verbally, it should be directed to a member of the DHBTC staff directly. Alternatively, it can be sent via text message or Whatsapp message to the DHBTC contact number at +249120006760. PLease note that the office working hours are from 9:00 to 6:00 p.M. Saturday- Thursday, any complaint(s) made after office working hours or on non-working days are considered received in the following business day.
Your postal complaint should be addressed to:
Office#22, 2nd floor,
Sudan shipping line tower,
ziuber pasha, Khartoum,
Sudan
Or send it by email to info@dhb-sudan.com
Or using the Contact section on the website www.dhb-sudan.com
5.3 DHBTC's response:
We will reply to your message within five (5) working days of receiving it. Your complaint(s) will be entered into our system, and we will let you know who will be handling it.
5.4 DHBTC investigation:
Within 20 working days of receiving your complaint(s), we will fully investigate it and respond in writing, by which time we hope the issue has been rectified. If it takes us longer than 20 working days to fully investigate the issue, we will let you know why and provide you a deadline by which we will provide a thorough response. This won't take place for more than 30 working days after we get your initial complaint. Without prejudice, complaints from both clients and potential clients are processed in the same way and with the same response time.
5.5 Escalating your complaint (Thrid a Round):
If the Client or potential Client will not be happy with the answer they have the right for a review (appeal) and the review will as well as the first investigation will be confidential treated.
Please write to us again and let us know why you were unsatisfied with the response you received if you didn't like it. You are kindly requested to fill the DHBTC learner complaints procedure stage two review form QMS- Form 07 Issue 01 form. Your complaint(s) will be forwarded to a senior management team member, who will review it and get back to you within 20 working days from receiving.
5.6 Raising your complaint(s) with NEBOSH (Fourth Round):
If the client remains unsatisfied with the DHBTC frist, second and thrid rounds resolutions, the client can write to NEBOSH directly. All complaint(s) received by accreditation bodies NEBOSH, IOSH, or other accreditation bodies are expected to be dealt with in accordance with their procedure as published on their websites.
For NEBOSH:
Every complaint that NEBOSH receives is handled in accordance with our procedure:
https://www.nebosh.org.uk/policies-and-procedures/complaints-procedure/
For IOSH:
please contact IOSH by contact us button in IOSH website and following link:
https://iosh.com/media/9122/iosh-customer-complaints-business-rule.pdf
5.7 Record of Complaint:
The Complaint(s) received by DHBTC from clients and potential clients as well as their resolution(s) are documented, recorded and displayed in the DHBTC complaints register kept at the corporate office of DHBTC. All information is contained in the computerized complaints register, so that the data can be used for analysis. By recording and using complaints information in this way, the causes of complaints can be identified, addressed and, where appropriate, training opportunities can be identified and improvements introduced.
5.8 In response to the complaints, the DHBTC representative of the quality manager will:
assesses them in light of the potential effects on compliance risk;
reports to the DHBTC Management Board at least once every year.
5.9 Confidentiality
DHBTC will keep you informed of progress with your complaint and how we are handling the information provided under this Complaints Procedure. Where an investigation is required, your information may be shared with other DHBTC staff members or external third parties. Before sharing your information, we would inform you of this, unless there were exceptional circumstances, for example, where doing so could pose a risk of harm to you or others. In the case of young people under the age of 18 raising a complaint, depending on the nature of the complaint, we may be obliged to inform their parent/guardian.
5.10 Unacceptable Complainant Behaviour, Malicious, Vexatious, Frivolous Complaints:
DHBTC is aware of how upsetting it might be for learners to file a complaint. While we expect staff to provide high-quality service and handle complaints fairly and impartially, we do not expect them to put up with behavior that we deem to be undesirable. For instance, this covers any message that is:
• abusive, offensive, defamatory or distressing;
• aggressive, threatening, coercive or intimidating;
• unreasonably persistent or demanding.
To safeguard the staff from such behavior, we will take measures. In certain cases, this can include using the DHBCT Learner Disciplinary Procedure.
When we believe a complainant's behavior to be objectionable, we will explain why we believe it to be wrong and ask them to change. We might take action to limit their communication in relation to the complaint if the improper behavior persists. This might comprise:
requesting the complainant to enter into a contract regarding their behavior;
requiring contact to be made in a specific way (for instance, only in writing);
necessitating communication with a certain person;
limiting phone calls to certain days and hours;
requesting that the complainant designate a representative to communicate with us;.
if the complaint is particularly vicious or vexatious, as described below.
In a letter, we will explain to the complainant why we think their actions are wrong, what we are going to do about it, and how long it will last.
We reserve the right to stop communicating with a complainant if they continue to act in a manner we deem undesirable. This can imply that we won't handle their issue any further.
We will weigh alternative options, such as disciplinary action under the DHBTC Student Disciplinary Procedure (including suspension from DHBTC), reporting the incident to the police, or taking other legal action, where the behavior is deemed to threaten the immediate safety and welfare of DHBTC staff and or students. In such circumstances, we might not notify the complainant in advance of the action.
5.10.1-Vexatious Complaints:
A complaint may be deemed to be vexatious when it may or may not be the latest in a series of requests and it:
• It is obvious that it serves no function or is worth anything.
•is intended to offend or cause disruption
•having the potential to harass DHBTC or any staff members working with DHBTC
•otherwise be seen to be clearly unreasonable or obsessive
•The determination of whether a complaint is vexatious must always be made in writing, along with the justification for the determination. Vexatious complaints won't be taken further.
5.10.2-Frivolous Complaints
A complaint could be considered frivolous if
It is obvious from the content, attitude, or behavior that it is neither serious or sensible.
• although not to the level that it can be deemed vexatious or malevolent, it is reasonable to believe that there was no purpose for the complaint to be taken seriously or sensibly or that redress was sought.
• A complaint won't be labeled frivolous just because the recipient finds it inconvenient.
• A determination that a complaint is frivolous must always be made in writing and include the supporting evidence. The resolution of spurious complaints will not proceed.
5.10.3-Malicious Complaints
A complaint may be considered to be malicious where:
• there is evidence of intention to do harm or mischief
• it is reasonable to assume that the complainant intended to do harm or mischief
• malice may be implied where e.g. it is clear that no redress is sought.
5.10.4-Unsubstantiated Complaints
A complaint may be considered to be unsubstantiated where:
• after investigation of the complaint where during the course of which the complainant was given full opportunity to provide evidence in support of the complaint, no prima facie evidence has been provided to DHBTC.
To learn more about DHBTC's complaint procedures:
+249120006760
5.11 Modifications to the Complaints Handling Policy
Any future modifications to this Policy will be announced on our website and, as necessary, notified by email.
5.12 Review
This policy and complaint procedure shall be effective from: 31th Dec 2022 and to be reviewed annually.