If any participant has a grievance regarding the administration or instruction of a course, appeals regarding examination results, or complaints about any other aspect of the Company’s operations, the participant should promptly inform the Operations Manager in writing using the ACQ-QF-18 form.

If the participant is dissatisfied with the outcome, they may notify the Operations Manager in writing, who will investigate the matter further. Any complaint or appeal can be submitted via the Customer Complaint Report (ACQ-QF-18), through notification notes on www.acq.ae, or by email to acq@acq.com. All complaints will be included as input in management reviews.

If the participant remains dissatisfied, they will be informed that the issue may be referred to the Secretariat of Exemplar Global for auditing courses through normal channels. The complainant or appellant also has the right to appeal the result directly to Exemplar Global.

ACQ will notify each complainant or appellant in writing about the result of their complaint or appeal and inform them of their right to appeal the result to Exemplar Global.

The Company’s Non-Conformance Reporting and Corrective Action procedures will be used to facilitate the investigation process.

Records of all complaints and appeals will be retained in the relevant course file.

ACQ will maintain records of all complaints and appeals, as well as their resolutions.

ACQ will conduct a satisfaction survey for participants upon completion of a training course, and the results will be recorded on the Course Evaluation Form (ACQ-QF-10).