The following procedures must be in place:
a) The learner may lodge a complaint or appeal about the disputed assessment results directly to the provider, using the correct form and supplying all necessary information.
b) The provider will attempt to resolve the issues to the satisfaction of all parties concerned.
c) If the matter is not resolved, the provider management must refer the matter to the Manager ETDQA.
d) The learner or other plaintive must be informed that the ETDQA will institute further investigation into the matter, and will take appropriate action.
e) The learner or other plaintive must be informed that, should they not be satisfied with the decision taken by the ETDQA, they have the right to refer the matter to SAQA (see SAQA, 2001: Criteria & guidelines for the Assessment of NQF Registered Unit Standards and Qualifications).
