Kopanyo Investments t/a Adam Kok Institute

Appeals Policy

Document Name
Appeals Policy
Document Number
AKIPOL-AP-303
Approved Date
01 April 2025
Next Revision Date
01 April 2028

1. Purpose

This Appeals Policy sets out the principles and procedures by which learners, candidates and other stakeholders may appeal decisions relating to assessments, certification, accreditation and related outcomes delivered by the Institute, in accordance with the Quality Council for Trades and Occupations (QCTO) requirements.

It supports fairness, transparency and consistency in our assessment and certification practices and ensures that appeals are dealt with in a timely and impartial manner.

2. Scope

This policy applies to all learners, candidates and, where relevant, other stakeholders enrolled with the Institute for occupational qualifications, part-qualifications or skills programmes registered with the QCTO.

It covers appeals against decisions relating to:

  • Assessment results, including internal assessments, practical/workplace assessments and external integrated summative assessments (EISA).
  • Certification decisions or recommendations.
  • Accreditation outcomes affecting learners.
  • Any procedural decision by the Institute that may adversely affect a learner's rights under the QCTO framework.

3. Definitions

Appeal:
A formal request by a learner or stakeholder for review of a decision made by the Institute (or its appointed assessment partner) believed to be unfair, incorrect, or procedurally flawed.
Learner / Candidate:
A person registered with the Institute for a particular programme.
Assessment Quality Partner (AQP):
The body appointed by the QCTO for a specific occupational qualification.
External Integrated Summative Assessment (EISA):
The final external assessment component as defined in the QCTO Assessment Policy.
Appeals Committee:
The internal panel appointed by the Institute to adjudicate appeals at the Institute level.

4. Principles

  1. All learners will have the right to appeal decisions that affect them.
  2. Appeals will be managed impartially, without prejudice, and free of charge (unless otherwise indicated).
  3. The Institute will ensure that appeals processes do not disadvantage learners; any adverse decision will be clearly communicated with reasons.
  4. Where a decision involves the QCTO or an AQP, the Institute will guide the appellant through escalation to the appropriate body.
  5. The Institute will maintain records of all appeals, outcomes and actions taken.

5. Grounds for Appeal

A learner may appeal where they believe that:

  • The assessment was not conducted in accordance with QCTO or Institute criteria.
  • Marking, or grading was inconsistent or unfair.
  • Procedural irregularities occurred that affected performance.
  • Certification or recommendation decisions were unjust.
  • The Institute failed to apply its own or QCTO's policies correctly.

6. Lodging an Appeal

  1. A learner must submit a formal appeal within 10 working days of the decision being communicated.
  2. The appeal must include:
    • Learner's name, registration number and contact details.
    • Programme and qualification details.
    • Date and nature of the decision being appealed.
    • Supporting evidence (if available).
  3. Appeals must be submitted to the Quality Assurance Officer, who will acknowledge receipt within 5 working days.

7. Internal Review Process

  1. The Appeals Committee will review the appeal and all relevant evidence.
  2. The Committee will:
    • Examine assessment and documentation.
    • Provide the learner an opportunity to respond in writing or in person.
    • Ensure adherence to QCTO and Institute procedures.
  3. A decision will be made within 15 working days of receipt.
  4. Outcomes may include:
    • Upholding the original decision.
    • Amending the decision or mark.
    • Ordering reassessment or re-marking.
    • Referring the case for further investigation.
  5. Learners will be informed in writing within 5 working days of the final decision.

8. External Escalation to AQP / QCTO

  1. If dissatisfied with the internal decision, learners may escalate the appeal to the AQP or QCTO, as per the QCTO Appeals Policy.
  2. Appeals must be lodged within 20 working days of the Institute's final decision.
  3. The Institute will assist the learner in preparing documentation required by the AQP or QCTO.
  4. The decision of the AQP or QCTO Appeals Committee will be final and binding.

9. Fees

The Institute will not charge a fee for internal appeals. Should the QCTO or AQP require a fee for external appeal, learners will be informed before submission.

10. Confidentiality and Record Keeping

  1. All appeal information will remain confidential and accessible only to those directly involved.
  2. Records will include the appeal submission, deliberations, decisions, and any corrective actions.
  3. All records will be retained according to the Institute's record management policy and legislative requirements.

11. Continuous Improvement

The Institute will review trends in appeals to identify systemic issues and improve internal assessment and practices. Findings from appeals will inform quality assurance reviews and staff development.

12. Roles and Responsibilities

Role Responsibility
Learner / Candidate Submits appeal and supporting evidence.
Quality Assurance Officer Receives, logs, and tracks appeals; communicates with learners.
Appeals Committee Reviews appeal, makes decision, and records outcome.
Management Ensures implementation of policy, allocates resources, monitors compliance.

13. Communication of Policy

This policy will be available to all learners, assessors, moderators, and stakeholders through the Institute's website, learner handbook and induction materials.

14. Policy Review

This policy will be reviewed every two years or sooner if changes in QCTO or legislative requirements occur.

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