Feedback Registration Policy and Procedures
goal
The purpose of this policy is to articulate the system of record for managing feedback, including
complaints from participants, their representatives and other external stakeholders.
Shares:
• promote a culture of service that encourages open and honest communication.
• inform participants of the standard of service they can expect.
• protect people's privacy and confidentiality and accept and act anonymously.
• protect people's privacy and confidentiality and accept and act anonymously
• protect people's privacy and confidentiality and accept and act anonymously
guidelines
In accordance with our vision, purpose and values, WORLDUCATION welcomes feedback
(general comments, praise, criticism, concerns and complaints) from participants and/or their
representatives and external stakeholders as a valuable mechanism for reflecting on the quality
and performance of our services. and support functions.
procedures
The following procedure describes how WORLDUCATION manages feedback. This procedure
describes the following information:
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Promote Feedback
Start and collect feedback
Documentation for Feedback
Processing and recording of feedbacks
reports
Follow-up and monitoring of actions .
Feedback from participants is used as part of the WORLDUCATION Quality Management System
and gives our organization the opportunity to:
• understand the needs and expectations of participants and stakeholders and the communities
in which we work
identify improvements in what we do and how we do it (decisions, processes, systems, trends,
actions, behaviors, attitudes).
record, respond to and resolve identified issues and share them to improve practices and
explore
Structure
The structure of the BCS feedback system is based on five levels of feedback information:
Level 1: Praise or Positive Feedback. The comments are positive about the service and/or
employee and aim to reinforce the continuity of good service.
Level 2: General comment about the service, or requests for information or clarification. The
comments can be positive or negative or they can be suggestions for improvement.
Level 3: Criticism or dissatisfaction with the service received, especially when there is a
discrepancy between the participant's expressed need and the service provided.
Level 4: Serious concern or objection about service delivery, where there is a high level of
dissatisfaction or a specific complaint.
Level 5: Complaint about serious violations of the service contract, or of the service's legislative
rights, policy or responsibilities (e.g. anti- discrimination legislation, etc.)
Analyze
This policy will be revised within three years of the CEO endorsement date.
Conformity
Failure to comply with this policy may result in disciplinary action, including termination.