Train for Gains Academy Equal Opportunities and Diversity Policy 

Error! No bookmark name given.We promote a working environment in which diversity is recognised, valued and encouraged. We acknowledge the multi-cultural and diverse nature of the UK workforce and society in general. We are committed to principles of fairness and mutual respect where everyone accepts the concept of individual responsibility. These principles are embedded into Train for Gains Academy selection, recruitment, programme delivery, assessment and quality management/assurance. We recognise that discrimination in the workplace/provision of training in any form is unacceptable and in most cases unlawful. We view any breach seriously. We will investigate and potentially take appropriate action. 

Definitions and Protected Characteristics

Train for gains academy is committed to ensuring equality of opportunity for all who learn and work here. Train for gains academy is an organisation working within a diverse community. We respect and value positively differences in race, colour, ethnicity, gender, marital status, disability, sexual orientation, age, religion, class, economic status and size. Train for gains academy will guard against unwitting or deliberate acts of discrimination that lead to disadvantage.

Train for gains academy believes that equality can only be achieved by putting words into action. We hold our learners in the highest regard and value them, not just as learners and we value the unique contribution each and every learner brings to the College. We are committed to providing high quality training that will enable learners to secure rewarding employment and also to equip them with those skills necessary in interacting successfully with their colleagues in the workplace.

Train for gains academy prides itself on its excellent record of equal opportunities. However, we are not complacent. We believe in identifying gaps in our service and strive to address under- representation and are continuously working towards improvement. By translating our Equal Opportunities Policy into action, it is our aim to be one of the best training organisations in our area and recognised as a centre of choice for learners.

Train for gains academy recognises that learners will look to its staff as models of equal treatment. Therefore, we will ensure that examples of good practice are visible throughout the company.

Train for gains academy is committed to the following principles: 

· ensuring that no student is denied a place on the course without justification;

· the dignity of each individual is respected by his/her peers and staff;

· the concerns and complaints of each individual are dealt with carefully and in such a way as to show that those concerns are valid and important;

· where an individual has a complaint they will be supported in their efforts to seek redress;

· under-represented groups will be actively encouraged to take part in any of our courses and other services that we provide; and

Where possible, appropriate services will be provided to meet the varied needs of our learners

No learner, or anyone our organisation deals with, receives less favourable treatment because of their protected characteristics. The protected characteristics are:-

· Age

· Disability

· Gender Reassignment

· Marriage and Civil Partnership

· Pregnancy and Maternity

· Race (including colour, nationality, ethnic or national origin)

· Religion or Belief

· Sex

· Sexual Orientation

Train for Gains Academy ‘s Stance

In adhering with this stance Train for Gains Academy ensures equality of treatment for all by aiming to:

· Raise awareness of equality and diversity

· Ensure that you are never discriminated against or receive less favourable treatment because of a protective characteristic

· Acknowledge any issues that could be defined as discrimination, victimisation or harassment with an appropriately sensitive and prompt investigation

· Comply with Active IQ in making suitable reasonable adjustments (http://www.activeiq.co.uk/centres/guidance-for-centres) which can apply to all of the listed protected characteristics.

Your Responsibilities

Each and every one of us is a stakeholder in the success of this policy. We expect you to make a positive contribution towards maintaining an environment of equal opportunity throughout the organisation. Please make sure you observe this policy at all times. In particular, you have individual responsibility to adopt the following:

· Do not take unlawful discriminatory actions or decisions contrary to the spirit of this policy

· Do not discriminate against, harass, abuse or intimidate anyone on account of their protected characteristics

· Do not place pressure on any other learners to act in a discriminatory manner

· Resist pressure to discriminate placed on you by others and report such approaches to an appropriate member of staff

· Co-operate when we investigate, including providing evidence of conduct which may amount to discrimination

· Co-operate with any measures introduced to develop or monitor equal opportunity

Discrimination is not just treating one person less favourably than another. It can take place because:-

· someone associates with a person with a protected characteristic;

· someone is believed to possess a protected characteristic (even though they do not);

We expect you to treat, and be treated by, other learners and the people our organisation deals with considerately and with respect.

Where You Encounter Discrimination

·  If you feel subject to discrimination of any kind as identified within this policy, make clear to the individual concerned that you find it unacceptable. Person-to-person discussion at an early stage may be enough to resolve your concern without involving anyone else. Alternatively, seek the help of a trusted colleague (e.g. a fellow learner or a trusted member of staff) and ask them to approach whoever has caused you offence.

·  If discrimination continues, or you consider an instance to be particularly serious, you should consider who to highlight the issue with. For the majority of cases this will likely to be the tutor or assessor. However we appreciate that this staff member may be implicated in your concern and therefore when this happens they should approach the tutor/assessors line manager or the designated internal verifier. 

·  The staff member approached will carry out a suitable documented investigation or where more appropriate will refer the issue to an appropriate individual responsible for this area within the company. There will always be tutors and assessors that are available within the centre as well as the director who is always present.  

·  The result of the investigation into alleged discrimination will be communicated to you with information including the action taken and outcome highlighted if applicable or appropriate. 

·  If you feel dissatisfied about the outcome of the investigation and you want to appeal then you will need to contact the Director (William Kamara) within five working days of receiving the outcome, who will the supervisor (Lloyd Mitchell) to review these concerns.

Thank you for your contribution and commitment to making our policy work.

Train for Gains Academy are committed to all learners receiving an enhancing learning experience where you achieve your goals and aspirations. Therefore, we value your induction process which highlights what you can expect from Train for Gains Academy while you are studying with us.

You can expect Train for Gains Academy to:

Information provided prior to enrolment

You can expect Train for Gains Academy to provide information on:

· All Train for Gains Academy programmes and services.

· Equivalent, exemptions and RPL arrangements that may apply 

· Entry requirements and final qualifications.

· Possible destinations of learners completing Active IQ awards.

· Fees and any other charges associated with your programme.

· The facilities and support available for learners with a disability.

Induction on enrolment/first day of learning

You can expect Train for Gains Academy to:

· Outline the learner and centre’s expectations (code of conduct/learning agreement or service level agreement)

· Provide a copy of and a level of understanding for vital centre policies and procedures such as the appeals, equality and diversity and complaints.

· Confirm the unique identity of learners through the collection of photo identification 

· Provide accurate information about the teaching and learning timetable.

· Assessment arrangements for your entire course

· Provide information on how your achievements and progress are recorded and communicated

· Issuing and introduction to course resources

· Provide information on reasonable adjustments and special considerations in line with Active IQ requirements

· Provide a schedule of assignments for each unit at the beginning of the course

· Provide information on chances to discuss your programme and one to one opportunities.

· Health and safety including all venue arrangements and considerations

· Provide details of how we will mark the assignment/assessment and the type of feedback you will get on it

· Give you information about what is expected for each unit, the marking criteria, and what formal supervision there will be

· Additional fees and when they might apply

· Establishment of learning styles

· Administration and support services

Train for Gains Academy undertakes to provide high-quality academic support and learning resources to learners. However, success in learning depends critically on the efforts made by learners as outlined in the learner contract.

What Train for Gains Academy expect from you at induction:

· Provide correct truthful and honest information to the best of your knowledge

· Participate fully in the process 

· Inform Train for Gains Academy if you change your personal details

Thank you for your contribution and commitment to making our process work.

This document sets out Train for Gains Academy complaints policy and procedure and is aimed at our learners and all interested parties who encounter a direct or indirect servicefrom Train for Gains Academy. Train for Gains Academy values our learners who undertake our course. We aim to provide an excellent service. We will provide exemplary customer service, listen to customer needs and continuously improve the customer experience.

All staff at Train for Gains Academy welcomes feedback so that we can improve. All complaints are dealt with seriously and thoroughly. This procedure enables students, parents/guardians and employers to provide us with feedback. If you are dissatisfied with any aspect of your experience with Train for Gains Academy please talk to a member of our team or managers who will try to resolve the problem as quickly as possible. If you are satisfied with the outcome, we hope there is no need for any further action.

If you remain dissatisfied, having taken this action, you are encouraged to let us know through our complaints procedure.

Therefore, it is important should you feel you have encountered a level of service that is below both yours and our expectations that you raise any concerns you may have with us immediately so that we may address them and learn lessons appropriate to improving service level expectations.

This policy covers complaints that learners and members of the public may wish to make in relation to the qualifications offered by Train for Gains Academy.

It is not to be used to cover enquiries about services offered by Train for Gains Academy or appeals in relation to assessment decisions made by Train for Gains Academy. These areas are covered by our Appeals Policy. Shoulda complaint be submitted which is in fact an appeal we will respond to inform the relevant party that the issue is being considered in accordance with our Appeals Policy.

If you are unhappy about the way an examination or assessment was delivered and conducted and you suspect malpractice and/or maladministration mayhave occurred you should send your concern to us in accordance with the arrangements in our Malpractice & Maladministration Policy. This should occur as soon as possible to protect any associated evidence that may form part of your complaint.

Stage 1

All Train for Gains Academy staff are trained to support our customers are all keen to help, so you should first try to sort out any problem at the earliest opportunity by speaking to the person who dealt with your problem initially.

Stage 2

If they cannot help or you wish to speak to someone else please complete our complaints form and pass it on to William Kamara (Director) who will see to it who will email you a receipt for your complaint within 5 working days and will respond within a solution for your complaint within 20 working days. Where it is not possible to offer a solution within 20 working days you will be notified of the time scaled action plan.

Stage 3

If stage 2 is not possible, or if you are not satisfied with the help provided by this member of staff, please send a written complaint which must be received within 20 working days of exhausting stage 2 of the event you are complaining about, and address it to us using the contact details outlined at the end of policy. 

Sometimes a complainant will wish to remain anonymous. However, it is always preferable to reveal your identity and contact details to us. If you are concerned about possible adverse consequences please inform us that you do not wish for us to divulge your identity. 

If any part of your complaint is upheld we will of course respond to the complainant accordingly and give due consideration to how we can improve our service and arrangements.  For example, by reviewing our procedures to assess the impact on our arrangements and assessment process (if relevant) or arranging for staff training. In extreme circumstances, internal disciplinary procedures may be exercised where the performance or behavior of our staff is deemed inappropriate.

In situations where a complaint has been successful, or where an investigation following notification from Active IQ indicates a failure in ourprocesses, Train for Gains Academy will give due consideration to the outcome andwill, as appropriate, take actions such as:

· Identify any other learner, who has been affected by that failure

· Correct, or where it cannot be corrected, mitigate as far as possible the effect of the failure

· Ensure that the failure does not recur in the future

· Compensate the learner if the centre is found it has compromised its own terms and conditions that form part of the contract between us and the learner in question.

Thank you for your contribution and commitment to making our policy work.

For further information on how to contact us in regards to making a complain contact us on our email address: info@trainforgainsacademy.com or our address Antelope Road, Woolwich Dockyard, London, SE18 5PQ.

Train for Gains Academy Customer Complaints Form

Please read the complaint and appeals policies and procedures before completing this form.

Learners name……………………………………………………….

Contact details: 

Email address………………………………………………………………Telephone no…………………….....................

NOTES: Please include any attached evidence or relevant details using additional sheets if necessary, including names, dates, times places, contributory factors etc and attach copies of any evidence of witness testimonies to support your case.

Signature: …………………………………………… Date: ………………………………………..

Malpractice is essentially any activity or practice which deliberately contravenes regulations and compromises the integrity of the internal or external assessment process and/or the validity of certificates and associated achievement. It covers any deliberate actions, neglect, default or other practice that compromises, or could compromise:

· The assessment process

· The integrity of a regulated qualification

· The validity of a result or certificate

· The reputation and credibility of Train for Gains Academy and Active IQ, or the qualification or the wider qualifications community

Malpractice may include a range of issues from the failure to maintain appropriate records or systems,to the deliberate falsification of records in order to claim certificates.

For the purpose of this policy this term also covers misconduct and forms of unnecessary discrimination or bias towards certain groupsof learners.

The categories listed below are examples of centre and learner malpractice. Please note that these examples are not exhaustive and are only intended as guidance on our definition of malpractice:

· Define malpractice in the context of assessment and certification of all awards on offer at the Centre including short courses.

· Set out the rights and responsibilities, with regard to malpractice, of the learner and Centre staff. 

· In the interest of our learners and staff, we need to respond effectively and openly to all requests for an investigation into an incident or a suspected incident of malpractice. Normally, Centre Manager or their nominees are expected to supervise investigations resulting from allegations of malpractice. Centre Manager or their nominees are required to inform learners and staff suspected of malpractice of their responsibilities and rights.

· Train for Gains Academy reserves the right to report any concerns to the appropriate awarding body.

Train for Gains Academy will take positive steps to prevent or reduce the learner malpractice. These steps may include:

· Using the induction period and the student handbook to inform learners of the centers policy on malpractice and the penalties for attempted and actual incidents of malpractice.

· Providing learners and assessors with the appropriate formats to record evidence

· Regular assessor meetings/training to support assessing work in a way that reduces or identifies malpractice, e.g. plagiarism.

· Using oral questions with learners to ascertain their understanding of the work they have produced.

· Assessors getting to know their learners’ styles and abilities, etc.

· Seeking a range of evidence methods including feedback from candidates employer/supervisor.

· Feedback from IQA to include checks on signatures and use of appropriate assessment methods.

Maladministration is essentially any activity or practice which results in non-compliance with administrative regulations and requirements and includes the application of persistent mistakes or poor administration within Train for Gains Academy (e.g. inappropriate learner records).

The categories listed below are examples ofcentre and learner maladministration. Please note that these examples are not exhaustive and are only intended as guidance on our definition of malpractice:

· Plagiarism by copying and passing off, as the learner’s own, the whole or part(s) of another person’s work, including artwork, images, words, computer generated work (including Internet sources), thoughts, inventions and/or discoveries whether published or not, with or without the originator’s permission and without appropriately acknowledging the source.

· Collusion by working collaboratively with other learners to produce work that is submitted as individual learner work. We should encourage Learners to take part in team work.

· Impersonation by pretending to be someone else in order to produce the work for another.

· Fabrication of results and/or evidence

· Failing to abide by the instructions or advice of an assessor.

· Behaving in such a way as to undermine the integrity of the assessment

· The alteration of any results document, including certificates

· Cheating to gain an unfair advantage. 

Anybody who identifies or is made aware of suspected or actual cases of malpractice or maladministration at any time must immediately notify the appropriate

personnel at Train for Gains Academy and Active IQ. In doing so they should put them in writing/email and enclose appropriate supporting evidence. If the area of malpractice or maladministration involves Train for Gains Academy then the informant may bypass us as a centre and report straight to Active IQ.

All allegations must include (where possible):

· Centre’s name, address and number

· Learner’s name and Active IQ registration number (If known)

· Centre/Active IQ personnel’s details (name, job role) if they are involved inthe case

· Details of the Active IQ course/qualification affected or nature of the service affected

· Nature of the suspected or actual malpractice and associated dates

· Details and outcome of any initial investigation carried out by the centre or anybody else involved in the case, including any mitigating circumstances

If Train for Gains Academy has conducted an initial investigation prior to formally notifying Active IQ, Train for Gains Academy should ensure that staff involved in the initial investigation are competent and have no personal interest in the outcome of the investigation. However, it is important to note that in all instances Train for Gains Academy must immediately notify Active IQ if they suspect malpractice or maladministration has occurred as Active IQ have a responsibility to the regulatory authorities to ensure that all investigations are carried outrigorously and effectively.

In all cases of suspected malpractice and maladministration reported to Active IQ they will protect the identity of the ‘informant’ in accordance with their duty of confidentiality and/or any other legal duty.

Sometimes the ‘informant’ will wish to remain anonymous. However, it is always preferable to reveal your identity and contact details to Train for Gains Academy or Active IQ, and if you are concerned about possible adverse consequences please inform Train for Gains Academy or Active IQ that you do not wish for us to divulge your identity. If it helps to reassure you on this point, Train for Gains Academy or Active IQ can confirm that we are not obliged (as recommended by the regulators) to disclose information if to do so would be a breach of confidentiality and/or any other legal duty.

Whilst Train for Gains Academy or Active IQ are prepared to investigate issues which are reported anonymously Train for Gains Academy or Active IQ shall always try to confirm an allegation by means of a separate investigation before taking up the matter with those that the complaint/allegation relates. At all times we will investigate such complaints from whistleblowers in accordance with relevant whistle blowing legislation.

To eradicate cases of malpractice/maladministration Train for Gains Academy will ensure:

· All staff are aware of policies and procedures and receive appropriate training/briefings on these

· Staff have clear roles and responsibilities

· There is a documented internal quality assurance procedure/methodology that is clearly in place and is subject to regular internal reviews

· There are documented internal standardisation arrangements in place and evidence that these take place at least oncea year 

· Learners are informed of their roles and responsibilities in terms of not doing anything that may be deemed a malpractice and jeopardise their potential achievements

· All assessment and internal verification activities are accurately recorded and carried out in accordance with the Train for Gains Academy internal quality assurance arrangements and in line with the Train for Gains Academy expectations as outlined in its qualification guides etc

· All registration and certification records are subject to appropriate internal review before submission

· All registration, assessment and certification records will be kept in a locked filing cabinet, in a locked cupboard for up to 3 years after the student has completed their course. Only authorised and appropriate members of staff will have access to them

To embed effective arrangements to investigate instances of malpractice/maladministration the following should process will ensue. It is intended that the stages involve generic key activities; however, not all these would be implemented in every case.

Anyone involved in the conduct of an investigation should have a clear brief and understanding of their role.

All investigators must maintain an auditable record of every action during an investigation to demonstrate that they have acted appropriately.

The officer assigning the investigating officer(s) will stipulate and/or provide secure storage arrangements for all material associated with an investigation in case of subsequent legal challenge. There may be occasions when a joint investigation occurs with Active IQ, with the roles of the two teams being clarified by Active IQ. It is Train for Gains Academy responsibility to ensure their investigators are fully aware of the agreed roles and processes to follow during the investigation.

Investigators should review the evidence and associated documentation, including relevant Active IQ guidance on the delivery of the qualifications and related quality assurance arrangements.

Issues to be determined are:

· What occurred (nature of malpractice/substance of the allegations)

· Why the incident occurred

· Who was involved inthe incident

· When it occurred

· Where it occurred – there may be more than one location

· What action, if any, Train for Gains Academy has taken

Stage 3: Interviews 

Interviews should be thoroughly prepared, conducted appropriately and underpinned by clear records of the interviews. For example: 

· Interviews should include prepared questions and responses to questions which should be recorded 

· Interviewers may find it helpful to use the ‘PEACE’ technique: 

o plan and prepare 

o engage and explain 

o account 

o closure 

o evaluation 

Face-to-face interviews should normally be conducted by two people with one person primarily acting as the interviewer and the other as note-taker. 

Those being interviewed should be informed that they may have another individual of their choosing present and that they do not have to answer questions. These arrangements aim to protect the rights of all individuals. Both parties should sign the account as a true record/reflection of what was covered/stated/agreed. 

Stage 4: Other contacts 

In some cases, learners or employers may need to be contacted for facts and information. This may be done via face-to-face interviews, telephone interviews, by post or email. 

Whichever method is used, the investigator will have a set of prepared questions. The responses will be recorded in writing as part of confirmation of the evidence. Investigators should log the number of attempts made to contact an individual. Again accounts should be signed for agreement with written records to be formatted as non-editable PDF. 

Stage 5: Documentary evidence 

Wherever possible documentary evidence should be authenticated by reference to the author; this may include asking learners and others to confirm handwriting, dates and signatures. 

Receipts should be given for any documentation removed from Train for Gains Academy. 

Independent expert opinion may be obtained from subject specialists about a learner’s evidence and/or from a specialist organisation such as a forensic examiner, who may comment on the validity of documents. 

Stage 6: Conclusions 

Once the investigators have gathered and reviewed all relevant evidence, a decision is made on the outcome.

Stage 7: Reporting 

A draft report is prepared and factual accuracy agreement obtained. The final report is submitted to the relevant staff member within Train for Gains Academy for review and sign-off and shared with Active IQ and relevant parties within your organisation. 

Stage 8: Actions 

Any resultant action plan is implemented and monitored appropriately and Active IQ notified. 

If you would like to refer to Active IQ’s policy for Malpractice and Maladministration, please visit www.activeiq.co.uk/centres/guidance-for-centres 

Thank you for your contribution and commitment to making our policy work.

Train for Gains Academy Appeals procedure 

The purpose of an appeals procedure is to ensure that every learner who is not satisfied with the outcome of an assessment decision has the right to appeal against the decision that has been made.

The appeals procedure applies to any learner following completion of an Active IQ qualification at Train for Gains Academy and provides learners with a formal route to appeal against a decision.

Train for Gains Academy learners will be assessed against Active IQ published criteria and by assessors who must hold or be working towards any of the following: 

· Level 3 Award in Understanding the Principles and Practices of Assessment (QCF) or

· Level 3 Award in Assessing Vocationally Related Achievement (QCF) or

· Level 3 Award in Assessing Competence in the Work Environment (QCF) or

· Level 3 Certificate in Assessing Vocational Achievement (QCF), or

· A1 (previously D32, D33) 

In addition Train for Gains Academy will ensure that assessors:

· Possess a discipline specific qualification equivalent to the qualification being taught

· Have relevant industry experience

· Demonstrate active involvement in a process of industry relevant Continued Professional Development during the last two years

All new Train for Gains Academy assessors will be given a clear action plan for achieving the appropriate qualification(s) and should be countersigned by an appropriately qualified individual until the qualification(s) are achieved.

Students have the right to appeal to the Academic Appeals Committee against the following final decisions by Train for Gains Academy charged with making decisions on assessment, progression and awards:

· The conditions imposed and/or the requirement to take reassessments to progress to the next stage of a taught course/phase of study.

· A decision to terminate a student's current programme of study.  This includes students whose programme of study is terminated but who are offered a transfer to another taught course or qualification.

· A classification decision, In addition to appeals against the qualification/s awarded, this also includes appeals against the classification of awards and certificates.

· A decision not to award the qualification for which a student is registered.  This relates to decisions made at the end of a student's taught course; and includes appeals against decisions not to award any qualification or to certificates and NVQ’s §.

Internal verifiers must hold or be working towards any of the following:

· Level 4 Award in Understanding the Internal Quality Assurance of Assessment Processes and Practice (QCF)

· Level 4 Award in the Internal Quality Assurance of Assessment Processes and Practice (QCF) 

· Level 4 Certificate in Leading the Internal Quality Assurance of Assessment Processes and Practice (QCF)

· V1 (previously D34)

· Relevant alternative qualification or senior experience in supervising or managing an internal quality assurance role

The appeal procedure to be followed comprises of these stages.

Throughout the assessment process Train for Gains Academy will comply fully with Active IQ’s policy on reasonable adjustments and special considerations that can be found:

http://www.activeiq.co.uk/centres/guidance-for-centres

Our Level 3 NVQ Diploma in Personal Training requires carrying out assessments that involves live observed assessment done by our assessors.

Investigating appeals is very problematic without the presence of impartial evidence. Therefore appeals in the context of live observed assessments will only be considered when accompanied by a suitable video recording.

As a learner of Train for Gains Academy you will be able to use a video recording as long as it does not adversely affect the assessment process, allows the assessor to carry their role and does not contravene a venue/organisations rules or regulations. The learner must make suitable arrangements to arrange a video operator. 

If a medical issue has the potential to affect your performance then it is your responsibility to inform Train for Gains Academy prior to assessment so that an informed decision can be made terms of an appropriate action plan. 

Fees: Train for Gains Academy will not impose financial penalties that would prevent a learner from making an appeal, however you may decide to charge a nominal fee for handling appeals that progress beyond stage 1 that are NOT upheld. If upheld the fee should be waived

Thank you for your contribution and commitment to making our policy work.

Train for Gains Academy Non-Completion Policy

In the event that a student encounters any unforeseen circumstances that result in a requirement to leave a course prematurely, the following will apply.

Question: Do you wish to return to complete the course you have left?

NO – No further action is necessary; no refunds will be given. 

YES – you have up to 1 year from the original course start date to achieve your chosen qualification, subject to availability and a vacancy on your preferred course.

Question: Is there a vacancy on your preferred course at our venue on a suitable date?

NO – Explore alternative options and dates.

YES – Re-book your chosen course and pay the mandatory #150.00 administration charge.