VTI - Complaint and Compliment Policy
Make a formal complaint about VTI ltd
To make a complaint
- form -see below
- Send your completed complaint form to:
President, VTI ltd Board, VTI, 99 JOHN KENNEDY AVENUE,VACOAS,MAURITIUS
Or complete the online form as per below
If you need more information on the complaints process contact us on 6966051
What happens next?
When a complaint is received the information provided is first verified and confirmed to establish that a complaint actually exists. This might be in the form of a signed complaint form or some type of verifiable independent evidence. We will then contact YOU to explain the nature of the complaint and ask for a response/detail. Throughout the investigation both parties [you and the management]ill be kept fully informed].
Will the provider know that I have made a complaint?
Generally, yes. In order to make a fair decision the vti board writes to the manager to inform it that a formal complaint has been made once the information provided has been verified. The letter includes a summary of the complaint and states who made the complaint. The provider is asked to respond. This helps the VTI board look at the complaint with information from all parties and make a balanced decision.
Occasionally, there are circumstances where a complainant feels there may be repercussions if the provider is given his or her name. If you want your name to be confidential, then you must indicate this in the Formal Complaint Form. Please note that vti ltd board does not investigate anonymous complaints.
What happens if the vti board upholds my complaint?
If vti ’s board investigation shows that the provider’s policies and procedures have not been followed or that they were not applied fairly, you can use the information from the investigation to try to reach a solution with the provider. If that is not possible, you can try other avenues, such as the, MQA ,Ministry of education or other appropriate means
VTI ltd board does not get directly involved in negotiations between you and the provider for issues such as refunds or other forms of compensation.
However, board can require that the provider take certain actions in accordance with the legislation.
Formal Complaint Form
1 Providers details
I would like to make a formal complaint to VTI board about ……………………………………
My relationship to the private training establishment is ………………………….
(eg student, staff member). Please give details of your position and/or any relevant
programmes you are or have been enrolled on (if applicable):
2 Your details
(NB: you must provide this information before board can consider your complaint. If you
wish your name to be confidential, indicate this requirement in Section 6, but still provide
details in this section.)
Name(s) of complainant:
Contact details: (if the complaint is from a group, please provide details for one key contact
3 Type of complaint
Please tick the main type(s) of issue(s) your complaint relates to:
publicity or advertising
Entry and selection
Cost information or
procedures relating to
Student support and
Programme content Programme delivery Programme structure
Other (please give details
4 Complaint details
Write the details of your complaint as clearly as possible below. Try to give specific
examples that support your complaint and provide facts such as dates, times and places. Use
extra pages if necessary.
5 Supporting documents
Please attach any documents that support your complaint and list these below.
You must include a copy of your original complaint to the provider.
Depending on the nature of your complaint you could include copies of the
provider’s response, other correspondence, notes from meetings, publicity material,
invoices etc. Use extra pages if necessary.
You must sign this in order for board to consider your complaint. Please tick the relevant
boxes and sign below.
Yes 1 No 1 I confirm that I have attempted to follow the internal complaints
procedure of the provider and have given it the opportunity to resolve my complaint before
lodging this complaint with board. (This only applies if the complainant is a student.)
Yes 1 No 1 I authorise board to inform the provider of my name(s).
I authorise board to proceed with investigating my complaint.
Please post the completed form and other evidence to:
VTI ltd Board,VTI,VACOAS,MAURITIUS
Making a formal complaint about a provider
Top of Form
Preferred method of contact
Name of Provider
Provider registration number: (if known)
What is your complaint about this provider?