CQI Customer Service Charter
Our service charter sets out our commitment and the standards of service we aim
to provide and what you can do if you are not satisfied.
Our service charter applies to everyone who has contact with the CQI including:Members, auditors, practitioners and consultants



Education centres and training providersStudents, training course delegates, other customers and enquirers.

The CQI behaves at all times in accordance with its values of quality and care.

1.

What can you expect from us?
Clear communication
We commit to assigning you a single contact person who takes ownership ofyour enquiry or membership until it is resolved.
We commit to providing clear requirements for membership and certificationand clear descriptions of our processes and fees.
We commit to providing you with clear explanations regarding your options interms of CQI membership or registration and providing recommendations.
We commit to assisting to identify your specific learning needs andsuggesting a training or education solution which is right for you.
We commit to resolving any mistakes fairly, openly and honestly.
Timely communication
We commit to defined response periods for dealing with your application
and/or training booking.
We commit to responding to your questions and queries within two working
days of receipt. If we cannot resolve your query within two working days, wewill respond to you within an agreed time frame.
We commit to interacting with you on financial matters in a straightforward,
correct and timely manner.

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Page 1 of 3Independency and impartiality
We commit to administering all aspects of our membership, certification andexamination activities impartially, objectively and confidentially.
Quality of product and service
We commit to using appropriately-trained and competent personnel in thedesign, development and delivery of our products and services.
A courteous, professional and friendly manner
We commit to being professional, friendly and courteous in our dealings withyou by: treating you with dignity and respect; behaving with honesty andintegrity; identifying ourselves when we talk to you; having trained andprofessional staff who uphold this service charter.
Respect for your rights
We commit to holding information about you in accordance with legal
requirements and protecting your personal information by not disclosing it toanyone else without your consent or unless we are required to do so by law.

2.

How can you complain if something goes wrong?
Complaints and appeals
We commit to dealing with your complaint fairly and independently according
to our defined processes and procedures.
Suggestions
We value your suggestions for improving the quality and care of our service
and you may do this by contacting us directly or through our periodic
customer surveys.

3.

How can you help us?
You can help us provide you with the best service by:a. Quoting your unique CQI or IRCA certification number (if applicable) when
you contact us.

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b. Notifying us of any changes to contact details including your email
address, postal address and telephone number.
c. Providing us with all the necessary information to support your application
for certification or any complaint/appeal you wish to make.

4.

How do we know if we have met our commitments to you?
We conduct periodic customer surveys to measure general and specificaspects of our service.
We review suggestions and complaints.
We review our service-based key performance indicators on a monthly basis
We maintain service level agreements with our internal and external suppliers
to ensure that they contribute effectively to your ongoing satisfaction.
We periodically review our measures to ensure they are relevant and reflect
our commitment to identify and implement improvements to our service.
We actively encourage our staff to consider their interactions with you andsuggest more professional ways to improve our service to you.

5.

How to contact us
Our website contains all contact details.

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