3.1. Receiving Complaints

3.1.1 Complaints should be submitted on info@crminstitute.org

3.1.2 Upon receiving a complaint, the customer service team acknowledges it within a maximum of 2 business days. The acknowledgment includes information on the complaint handling process.

3.2. Complaints from Feedback Forms

3.2.1. A documented process is in place to ensure that feedback from learners is systematically collected and used to improve or confirm the delivery of our courses and services as per our Guidelines on the Quality Assurance Process.

3.2.2. Feedback forms are provided to all learners upon the completion of a course, allowing them to rate their experience and provide comments.

3.2.3. All feedback forms are reviewed by the QA committee , who will analyze scores and comments to identify areas for improvement, complaints or confirm the effectiveness of course delivery.

3.2.4. Based on the feedback, the committee may propose amendments to the content or delivery of a specific course, or recommend changes across all courses, to ensure continuous improvement and alignment with learner expectations.

3.3.5 The feedback process is documented and reviewed periodically to ensure that it remains effective and relevant to our quality improvement goals.

3.3. Assessment and Investigation

3.3.1. A designated officer is responsible for managing complaints and raising it to the right party. First, complaints are assessed for their validity and seriousness.

3.3.2. The designated officer investigates the complaint, gathering relevant information.

3.3.3. If further investigation is needed and we are unable to respond within 2 business days, we will provide a deadline by which a detailed reply or resolution can be expected.

3.4. Escalation and Final Decision

3.4.1. The designated officer makes a decision based on the investigation considering all evidence and relevant policies.

3.4.2. The decision is validated by CRMI manager before being communicated to the complainant.

3.4.3. The complainant receives a written response within 15 days of the complaint submission including the decision and any action taken.

3.4.4. If a complaint cannot be resolved satisfactorily by the designated officer, the complaint will be escalated as outlined below:

– The complaint will be reviewed by a more senior team member.
– Upon escalation, send an acknowledgement to the complainant.
– Respond fully to the escalated complaint within 15 business days.
– If a full response is not possible within 15 business days, provide an update on the current progress and an expected resolution date.

3.4. Further Appeal

3.4.1. If the complainant is not satisfied with the final decision, they have the right to appeal. The appeal must be submitted in writing within 10 business days of receiving the final decision. The appeal will be reviewed by an independent review panel.

3.4.2. The independent review panel, consisting of members from the Quality Assurance Committee, not involved in the initial complaint handling, will reassess the complaint, the investigation process, and the final decision. They will make a final determination within 15 business days.

3.4.3. For CII related courses: If all stages of the center's complaints policy have been exhausted without resolution, the complainant, if they wish, may escalate the complaint to the Chartered Insurance Institute (CII). The CII will only review the complaint after confirming that all stages of the center's complaint process have been completed. If any stages have not been completed, the CII will refer the complainant back to the center’s complaint handling process for further resolution.

3.4.4. Regardless of the outcome, all complaints and resolutions are documented and reviewed periodically to identify trends and areas for improvement in our services and complaint handling processes. This ensures a commitment to ongoing enhancement and accountability.