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POLICIES

© 2018 by SCOPE and Sylviane G. James

POLICIES

TRANSCRIPTS and CERTIFICATES POLICY

SCOPE provides the official record of a student’s study. This policy sets out the ways in which they may be used in order to ensure that the information provided by SCOPE about individual students is appropriate and consistent
SCOPE may issue the following official documents pertaining to a student’s academic record

1.Certificate of Completion
2.Certificate of Attendance


Certificate of Completion
The Certificate of Completion is an official SCOPE record that may be provided to students for the following reasons:
A Certificate of Completion states that the student is entitled to be awarded a specified qualification. It is issued by SCOPE Administration Office and signed by an authorizing person.

Certificate of Attendance
Certificate of Attendance is a certificate stating that the student has attended a non credit bearing course offered by SCOPE such as an introductory workshop or a professional development course.
Certificates of Attendance are to be issued by SCOPE, with the approval of the Administration Office.
Certificates of Attendance issued by the Administration Office are normally prepared and signed by the relevant Programme Director.
.
All certification awarded is at the discretion of SCOPE , information about completion of requirements for any other modules of the course

 

 

 

ONLINE ENROLMENT PROCEDURE


ACTION BY PROSPECTIVE STUDENTS
1.Step 1:Complete and submit the Application Form. Follow the simple steps on the Online Application and attach relevant documentation.
OR
Download the Application Form and complete the details. Then scan and email the Application Form with the relevant documentation to claire@scopemethod.com
RELEVANT DOCUMENTATION required:
Massage Therapist: minimum requirement is DIPLOMA level
Yoga teachers: Level 2 and/or Minimum requirement is certification of completion of anatomy and physiology course
All other professions: Minimum requirement is certification of completion of anatomy and physiology course
Step 2:Your application is assessed.We will contact you if there is additional documentation required or  to send you confirmation of enrolment  to the course.
Step 3: To Ensure enrolment Make your first payment online or call SCOPE for any other forms of payment.
Payment plan consisting of either a  2 or a 4 instalments plan with no interest will be available. The payments will be set up with direct debit prior to the course. Payment by instalments will have to be made in full 1 month prior to the course starting. If the full payment is not made by then, for any reasons (ie bank cannot authorise direct debit) It will be considered as a cancellation and will follow the rules of cancellation found in SCOPE cancellation Policy
step4: Confirmation
A receipt of payment will be automatically sent when the applicant makes his payment ONLINE
for any other forms of payment, a receipt will be issued when full payment has been recorded    
Step 5 :Confirmation of Enrolment issued (COE) will be issued after full payment has been received


 

COMPLAINTS POLICY AND PROCEDURES

 

Complaints Policy of SCOPE

SCOPE views complaints as an opportunity to learn and improve for the
future, as well as a chance to put things right for the person [or organisation]
that has made the complaint.
Our policy is:
•To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
•To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint
•To make sure everyone at SCOPE knows what to do if a complaint is received
•To make sure all complaints are investigated fairly and in a timely way
•To make sure that complaints are, wherever possible, resolved and that relationships are repaired
•To gather information which helps us to improve what we do
Definition of a Complaint
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of SCOPE
Where Complaints Come From
Complaints may come from any person or organisation who has a legitimate
interest in SCOPE
A complaint can be received verbally, by phone, by email or in writing.This policy does not cover complaints from staff.
Confidentiality
All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
Responsibility
Overall responsibility for this policy and its implementation lies with
the founder and director of SCOPE
Review
This policy is reviewed regularly and updated as required.
Adopted on:
20/12017
Last reviewed:
20/1/2017
Code of Good Governance for Smaller Organisations: Useful Resources

Complaints Procedure of SCOPE
Publicised Contact Details for Complaints:
Written complaints may be sent to SCOPE at bonjour@scopemethod.com
Verbal complaints may be made by phone to 1300
or in person during SCOPE introduction workshops or immersion courses
Receiving Complaints
Complaints may arrive through channels publicised for that purpose or through any other contact details or opportunities the complainant may have.
Complaints received by telephone or in person need to be recorded.
The person who receives a phone or in person complaint should:
Write down the facts of the complaint
Take the complainant's name, address and telephone number
Note down the relationship of the complainant to SCOPE
•Tell the complainant that we have a complaints procedure
•Tell the complainant what will happen next and how long it will take
•Where appropriate, ask the complainant to send a written account by post or by email so that the complaint is recorded in the complainant’s own words.
Stage One
In many cases, a complaint is best resolved by the person responsible for the issue being complained about.  If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate.
Whether or not the complaint has been resolved, the complaint information should be passed to Sylviane James, Alice Priddis or Claire Lane within one week
On receiving the complaint, One of these above mentioned persons may
 records it in the complaints log.  If it has not already been resolved, they delegate an appropriate person to investigate it and to take appropriate action.  
If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond.
Complaints should be acknowledged by the person handling the complaint within a week
.  The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply.  A copy of this complaints procedure should be attached.
Ideally complainants should receive a definitive reply within four weeks
.  If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.
Whether the complaint is justified or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.
Stage Two
If the complainant feels that the problem has not been satisfactorily resolved at Stage one, they can request that the complaint is reviewed at Board level.  At this stage, the complaint will be passed to the Chair
The request for Board level review should be acknowledged within a week of receiving it.  The acknowledgement should say who will deal with the case and when the complainant can expect a reply.
The person who receives Stage Two complaints may investigate the facts of the case themselves or delegate a suitably senior person to do so.  This may involve reviewing the paperwork of the case and speaking with the person who dealt with the complaint at Stage One.
If the complaint relates to a specific person, they should be informed and given a further opportunity to respond.
The person who dealt with the original complaint at Stage One should be kept
informed of what is happening.
Ideally complainants should receive a definitive reply within four weeks
.  If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.
Whether the complaint is upheld or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint. The decision taken at this stage is final, unless the Board decides it is appropriate to seek external assistance with resolution.  
Variation of the Complaints Procedure
The Board may vary the procedure for good reason.  This may be necessary to avoid a conflict of interest, for example, a complaint about the Chair should not also have the Chair as the person leading a Stage Two review.
Monitoring and Learning from Complaints
Complaints are reviewed annually to identify any trends which may indicate a need to take further action.
Appendix 1 - Practical Guidance for Handling Verbal Complaints
•Remain calm and respectful throughout the conversation
•Listen - allow the person to talk about the complaint in their own words.  
Sometimes a person just wants to "let off steam"
•Don't debate the facts in the first instance, especially if the person is angry
•Show an interest in what is being said
•Obtain details about the complaint before any personal details
•Ask for clarification wherever necessary
•Show that you have understood the complaint by reflecting back what you have noted down
•Acknowledge the person's feelings (even if you feel that they are being
unreasonable) - you can do this without making a comment on the complaint
itself or making any admission of fault on behalf of the organisation
e.g "I understand that this situation is frustrating for you"
•If you feel that an apology is deserved for something that was the responsibility
of your organisation, then apologise
•Ask the person what they would like done to resolve the issue
•Be clear about what you can do, how long it will take and what it will involve.
•Don’t promise things you can’t deliver
•Give clear and valid reasons why requests cannot be met
•Make sure that the person understands what they have been told
•Wherever appropriate, inform the person about the available avenues of review
or appeal

DISCLAIMER - CANCELLATION - REFUND POLICIES

Disclaimer (Please read the following carefully)
Please note that by clicking on the registration form button, you will be forwarded to a registration form that is to be completed by all participants. All information provided by participants is subject to our Privacy Policy that ensures that your personal information is protected. Information collected from participants will only be used and/or disclosed for the purpose of scheduling, processing, administration and/or management of the event.

Please note that photography, audio and video recording may occur during this event. All photography, audio and video recording may be used by SCOPE and the distinguished speakers at this event for educational, marketing, promotional and/or publication purposes. If you do not wish to have your image recorded or published, for compelling and legitimate grounds, please inform our staff at the venue.

Please also note that private audio or video recording of the proceedings by participants are not allowed. A link to the recording of attended programmes will be made available to all registered delegates after the Conference.

Cancellation Policy
Notification Received     Terms
3 months or more prior    Full refund less an administration charge of 10% of fee
2 to 1 month prior     75% of fee paid will be refunded + 10% admin
1 month prior        50% of fee paid will be refunded + 10 % admin
2 weeks and after     No refund

Accommodation charges: For some events we will provide options for in-house accommodation. In the case of retreats for instance. Cancellation policies will apply as follow:
Notification Received     Terms
3 months prior         Full refund less an administration charge of 10% of              accommodation charges paid
1 month prior         50% of charges paid will be refunded
2 weeks prior         No refund
Where a participant nominated by an organisation/institution cannot attend the event, an alternative delegate name may be provided in writing and the booking will be amended accordingly.

Applications for refunds must be made in writing to SCOPE and refunds will be based on the cancellation policy. Please email us at bonjour@scopemethod.com or contact us