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Cortex Training & Development Brunei

Feedback, Complaints & Appeals

Every Feedback Counts

Help Us Grow

At Cortex Training & Development, we realise that despite our best efforts, we may not be able to meet all of our customer’s expectations and needs. Here you can find information on how to give us your feedback, raise a complaint, or appeal a decision we have made in connection to a training product or service that we have provided to you.

We aim to provide a high standard and quality of service to our customers. Whatever your experience with us, we want to hear from you. Your feedback will help us to identify what is working well and what requires improvement. To send us your feedback, please email us with the subject ‘Feedback’. We will pass on your comments to the relevant team as required.

A complaint is when someone tells us that they are dissatisfied with our training programmes, services or practices.

How to Complain?

CortexTD views any complaint as a very serious matter. Hence, a complaint against CortexTD must be made in writing. Verbal statements will not be considered complaints unless they are subsequently received in writing. Please submit your complaint to us by completing our Complaints Form.

Please make sure to download the form and save it before you complete it. Once you are ready to submit the form, please attach it to an email with the subject “Complaint” and send it to us.

What Happens Next?

We aim to acknowledge receipt of complaints in writing within five (5) working days, and you may expect to be provided with a full response within fourteen (14) working days from receiving this response.

An appeal is when someone receives a notification of results from our team following an assessment to a training programme, and feels that the result is erroneous and would like to request a review.

When we receive an appeal from you about your results, our main objective is to assist you to reach a clear understanding as to why your results are so. Any applicable Terms and Conditions and relevant policies will be explained to you as well.

Please note that appeals against results published by external organisations or awarding bodies are subject to acceptance and published Terms and Conditions. You will be informed of these during your attendance to the training as applicable.

Who Can Appeal?

You should only appeal if you have attended one of our courses, sat for an assessment with us and/or have received a notification of results from us.

When to Submit An Appeal?

Ideally, appeals should be submitted as soon as possible after you have received a notification of results from us that you are not happy with. Otherwise, you should do so no later than five (5) days after receiving a notification of results from us.

How to Submit An Appeal?

If you wish to submit an appeal, please complete our Appeals Form.

Please make sure to download the form and save it before you complete it. Once you are ready to submit the form, please attach it to an email with the subject “Appeal” and send it to us.

What Happens Next?

We aim to acknowledge receipt of appeals in writing within three (3) working days. You may expect a full response on the decision made towards your appeal within fourteen (14) working days from the day of receiving an acknowledgement from us.

Depending on the nature of the appeal, we will provide an estimate of the timeframe required for us to process it. Appeals that are more complex, or involves external organisations or awarding bodies may take longer to process. We aim to keep you updated on the progress of your appeal as it happens.

Disclaimer:

The Feedback, Complaints and Appeals Policy and Procedure set out on this webpage are subject to revisions and changes, and may be affected by those prescribed by external organisations or awarding bodies. While we aim to keep this information updated and relevant, it is important that you seek to reach out to your trainer directly for any clarification before making an official inquiry.

If you are unsure about any of the information presented on this webpage, please reach out to us here.