Customer Service Statement

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This statement is written for the benefit of both students and centres. It outlines the services that Education Centres and Candidates can expect from the Education Department at the CQI. The CQI aims to reach the highest standards possible in awarding professional qualifications in quality.

It will help us to monitor all our enquiries and continually improve our services.

If you wish to comment on this statement or any service offered by the CQI Education Department then please contact the department direct on: e-mail education@thecqi.org, telephone 020 7245 6877 or post Education Department, The CQI, 12 Grosvenor Crescent, London SW1X 7EE.

Education Centres

The CQI Education Department provides:

• a centre handbook complete with CQI information, forms, syllabi, contacts, and performance indicators updated annually.
• ad-hoc centre handbook updates and other relevant information
• admin support at the CQI for enquiries regarding CQI qualifications
• other relevant information on qualifications, syllabi as appropriate.
• an interactive website where information can be accessed.
• a monitoring service on all aspects of course management, design, delivery and examination by visiting centres.
• regular email updates via the CQI e-bulletin sent to all current members.

Students

The CQI Education Department provides:

• the opportunity for students to feedback to the CQI on both the qualifications and centres.
• contact details for the bibliography database.
• access to the CQI reference library (at HQ London).
• a centre where candidates can sit examinations.
• a system where students can sit examinations overseas at an independent centre.

Communication

The CQI headquarters is open from 9am-5pm Monday to Thursday and 9am-4pm on Friday to answer any queries direct (excluding weekends and pubic holidays). An answering service is available and all calls will be picked up the next working day. Phone: 020 7245 6877.

You can also email the CQI direct on education@thecqi.org or fax on 020 7245 6788.

Service Levels

The CQI Education Department undertakes to:

• acknowledge and respond to calls, faxes, emails and Internet enquiries three days of receipt.
• provide feedback to centres on results and reports within twelve weeks of examination being sat.
• provide the list of fees every year. This information is available on www.thecqi.org/education.
• acknowledge applications from centres for approval within three working days.
• respond to centre applications with six weeks of the acknowledgement date.
• visit all centres every three years unless otherwise stated for monitoring/QA purposes.
• dispatch a copy of the monitoring report within three weeks of the visit.
• dispatch all publications orders within five working days.
• send out examination results within twelve weeks of the date of examination.
• acknowledge all complaints/appeals within four working days.