The Open College Student Charter
1. Overall Commitment to Quality
We promise to give accurate details of our services, who the services are for, and how we commit to quality and good practice for those services. The level and detail of the information we provide will be sufficient so that learners can clearly match their needs against the service that we offer. Information will be clearly stated, readily understood and easily accessible. We promise to maintain customer satisfaction by:
- Having feedback mechanisms that elicit the views of our learners.
- Having a formal customer complaints procedure.
- Regularly reviewing the effectiveness of our services and implementing improvements based on this review.
2. Pre-enrolment practices
At all times information given to potential students, either written or orally, will be truthful and accurate. The content of the prospectus will provide where appropriate:
- The course name
- The course content (syllabus)
- The course level
- The length of the course
- The course objectives
- The studyload required by the student - i.e. the study time (e.g. weeks or months)
- Qualifications that can be obtained
- Internal and external examinations prepared for
- The target group the course is aimed at
- The starting level required (i.e. what, if any previous qualifications are needed)
- Information as to whether the course material supplied is all-inclusive or if additional materials have to be purchased
3. Tutor Standards
- Regular monitoring will be made of tutors' work, and of guidance and marking standards.
- Tutor comments will be forwarded to students following all assignments. Tutors will demonstrate a real conscientious desire to help students.
- Responses to assignments will be sent to Students within 5 working days of receipt of assignments.
- All assignments will be appropriate to the subject matter and be of real assistance in helping students achieve their objectives.
- Students may make contact with Tutors by post or email
4. Code of Standards
- We adhere to best practice Code of Standards for distance learning.
5. Administration Practices
- Within normal office hours, someone will be available in the College to handle email or phone enquiries. If someone if not available, students will be called back within 1 working day.
- Communications about administrative and tutorial matters will be answered within 5 working days of receipt.
- Letters where a longer time-scale is required for a complete answer will be acknowledged, the delay explained, and an indication given of when a full answer can be expected.
6. Enrolment and contract practices
- Students will be enrolled quickly and efficiently and sent study material quickly. Study material will be despatched within 5 working days of receipt of an enrolment or delivered at the commencement of studies.
- All information given by students is confidential to the institution, it's employees and tutors.
- Accurate records of students enrolled, for which course and when, will be kept.
- Wrong or damaged study material will be replaced immediately.
- All refunds due will be paid within 28 days.
7. Learner Protection
- We provide a 10 day money back offer to all students. See Terms and Conditions for further information.
- As a course provider our policy on the protection for learners is subject to Section 43 of the Qualifications Act. This means that if, for whatever reason, we cease to provide the programme or course that is over 3 months in duration you enrolled for, we have specific and legally binding arrangements in place, with two other independent course providers who have both separately and independently formally agreed to finish out or complete your course/programme for you at no extra cost.
For programmes/courses under 3 months duration Proctection for Learners is not required under Section 43 of the Qualifications Act. All our Programmes clearly state the timeframe they are to be completed by and all have ample time provided.
- Complaints will be dealt with within 5 working days. Where a longer time is required to investigate and deal with a complaint, acknowledgement will be given within 5 working days and the delay explained, together with an indication of when the complaint can be expected to be resolved.
- We will take a sympathetic and reasonable attitude to complaints and make every effort to see that fairness is accorded to all parties.
- Programmes are designed to appeal to target groups who are normally unable to access further education, due to geographic constraints, time constraints, people who are housebound, deaf or physically restricted individuals.
- Tutor support is available either by email or post.
- The Open College will provide reasonable accommodation to meet the needs of a learner who has a disability. In the context of assessment, reasonable accommodation is the term for the adaptation of assessment as necessary to cater for the needs of learners whose personal situation means that the assessment would otherwise be unfair e.g. learners with a disability, and/or other learners covered by equality legislation. Send us your Query: »Click here for Enquiry Form
- Complaints regarding any aspect of inequality should be made in writing to the Student Services Director.
10. Recognition of Prior Learning
- As some students already have degrees, diplomas or certificates in areas related to courses, it is possible to apply for exemption from modules of certain courses whose content has already been covered by existing qualifications. It is not possible to obtain exemptions on the basis of work experience only. Click here to download a RPL Form.
11. The Environment
- We have a strong commitment to the environment and continue to increase our responsibility in this area including the following: - 100% of all in-house printing is done on re-cycled or FSC certified paper.
- 100% or our recyclable waste is recycled - including paper, cardboard, plastics and electronic equipment.
12. Assessment and Appeals
- Assessments must be made by students within specified deadlines. Failure to do so, may result in the award not being awarded to the student.
- Extensions may be allowed depending on the time elapsed, and will be considered on an individual basis. Applications should be made on this form.
- Students are allowed resubmit assignments within the course timeframe.
- All students' work must be their own original work. The college has a strict policy in relation to plagiarism of submitted work, and if it is established, the penalties may include resubmission of work (where the maximum grade awarded is a pass) or exclusion from the programme. Please read your student guide for detailed information on this and how to avoid plagiarism.
- All student work for FETAC programmes will be marked by an Internal Assessor, then checked by an Internal Verifier and an External Authenticator. An appeals process is in place in relation to passing of: (1) tutor marked assignments, (2) final grades awarded, and (3) programmes. All Appeals must be submitted within 14 days of receipt of the result. Information on appeals may be found at www.theopencollege.com/theopencollege-fetac-appeals.html. An Open College appeals form may be requested by contacting the college.
The Open College
Tel: 01 206 1828 or 01 2070597
Fax: 01 206 1750 Email: firstname.lastname@example.org