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If you have a concern or complaint that you believe needs to be resolved pleases follow the process outlined below. Student should first try to resolve any problems with IEE by first discussing it with those involved. Dealing with concerns in a direct and honest manner should be the first step in resolving the problem. However, if an issue cannot be resolved students should use the formal online complaint process.
- Discussion and advice
- Formal process
If you are contemplating making a complaint relating to the Institute’s educational or support services, you may wish to contact the IEE Appeals and Complaints Procedures Director. Please note that communication with the advisor may be shared within IEE to enable your complaint to be handled more effectively.
STAGE 1: Discussion and advice
It is very important to voice concerns or to register the nature of a complaint as soon as possible, and to seek informal resolution and conciliation if possible, as this facilitates early resolution. Raising an issue can often resolve a problem quickly and informally; a complaint (which may, for instance, be founded on a misunderstanding or disagreement) can sometimes simply require a calm, balanced and non-prejudicial discussion between parties, without the need for any further action.
At the earliest stages, a complaint may be resolved quickly and efficiently by simple consultation or discussion with the right person, such as those listed below:
- Tutor
- Course Director
Where possible you should raise your concern with the person to whom the complaint refers.
The person you contact might be able to solve the problem directly, to intervene, or at least offer suitable advice about how to proceed or where to go for assistance or advice. They may be able to advise about what would constitute an appropriate remedy, and opportunity to consider whether there is indeed a complaint to be addressed. You will then be in a position to decide whether to proceed further, and how.
If, however, you feel that a complaint has not been dealt with satisfactorily at the initial, local level or if the problem is of a more serious nature, then you should follow the formal procedures set out below.
STAGE 2: Formal process
To submit a formal complaint, you should contact the Course Director (or delegate) by filling in the Complaint Form, explaining the nature of, and grounds for, the complaint. The Course Director (or delegate) will acknowledge the complaint when received. A complaint should normally be made within three months of the occurrence of the matter complained about. If there is a delay, should explain the reason must be explained.
If the Course Director (or delegate), on inquiry, judges that the complaint appears to be unjustified, misconceived or vexatious, the Course Director (or delegate) may write to you to invite withdrawal of the complaint. The complaint will proceed only if it is responded, in writing, within 10 working days and request the complaint to proceed.
In the event the complaint has not been resolved by informal discussion or does not appear capable of informal resolution, the Course Director (or delegate) will proceed to consider the complaint formally in consultation with those concerned in the provision of the service. You will be informed at this stage that formal procedures have been initiated.
Where a complaint puts in issue a matter of academic freedom and/or the professional judgement and/or reputation of the person about whom you are complaining s/he will have a right to put their case to the Course Director (or delegate).
The Course Director (or delegate) will provide you with a provisional response in writing as soon as reasonably practicable, and normally within 20 working days of the initiation of the formal procedure. You will be invited to comment on the provisional response in writing within 15 working days or longer, where appropriate. The Course Director (or delegate) will review the provisional response in light of any observations made by you, and then provide you with a final written response normally within 15 working days after the date by which you were invited to comment on the provisional response.
If the Course Director (or delegate) upholds the complaint, s/he will procure so far as possible such remedy as they consider fair and equitable in all the circumstances, which may include:
- A full explanation;
- An apology (which is not an admission of liability);
- The matter put right if possible;
- If appropriate, some kind of financial recompense (for example if you have paid for something which you did not receive);
- If appropriate, disciplinary action may be taken.
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1. OBJECTIVE
The purpose of this policy is to have in place clear arrangements for giving special consideration to candidates taking qualifications offered by the Institute for Environmental-Economics (IEE) who suffer temporary illness, injury or indisposition, or adverse circumstances at or near the time of the assessment or moderation.
2. SCOPE
This policy applies to candidates taking IEE hosted qualifications and her registered exam qualifications and exams.
2.1 Definition of ‘Special Consideration’
Special consideration is any consideration given by IEE to a candidate who has temporarily experienced the following at or near to the time of assessment:
- a temporary illness or injury which was unknown at the time of entering the exam or assessment;
- or, an event outside of the candidate’s control, which has had, or is reasonable like have had, a material effect on that candidates’ ability to take an assessment or demonstrate his or her level of attainment in an assessment.
In practice, the result of a request for special consideration will almost always be an offer to re-sit the exam at a reduced cost.
3. DISABLED LEARNERS
Different arrangements are in place for dealing with requests from candidates with disabilities or special education needs. Please, refer to IEE disabled Learners Policy.
3.1 Criteria for Special Consideration
A candidate may be eligible for special consideration if: performance in an assessment was affected by circumstances beyond the control of the candidate.
The following are examples which might be eligible for special consideration:
- serious domestic crises;
- recent bereavement of a family member;
- incapacitating illness (not normally coughs and colds);
- severe car accident; flare-up of severe congenital conditions such as epilepsy, diabetes, asthmatic attack; recent physical injury;
- the exam is not completed to circumstances beyond the candidate’s control e.g. illness part way through the exam, disruption to the exam by external factors such as fire alarm or power failure;
- or, for portfolio assessments, loss of work was due to circumstances beyond the candidates control.
3.2 Decision to award Special Consideration
IEE’s decision to award special consideration will be based on various factors, and will be taken on a case-by-case basis. Factors may include the severity of the circumstances, the date of the assessment and the nature of the assessment.
3.3 Special Consideration
There are no circumstances whereby any IEE hosting center may apply its own special consideration.
3.4 Making Applications for Special Consideration
Candidates wishing to apply for special consideration should do so by writing to: team@ieeglobal.net. Separate applications must be made for each candidate. The only exception to this is where a group of candidates have been affected by a similar circumstance during an assessment/moderation.
- The list of candidates affected must always be attached to the application.
- Applications must be supported by appropriate evidence which in the case of illness must include a doctor’s certificate.
- Centres must additionally submit evidence to support the application such as a statement from a member of the center staff, a statement from the invigilator (if relevant) or any other relevant information.
- Applications must be submitted to IEE within seven days of the assessment having taken place. Special consideration will not be considered once a certificate has been issued.
4. LOST OR DAMAGED WORK
When a candidate’s work has been lost or damaged, IEE may consider an application for special consideration. In all cases, the center must be able to verify that the work was done and that it was monitored/assessed while it was in progress.
5. REVIEW
This policy is subject to the review of IEE Executive and/or as required by changes to legislation.
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1. GENERAL
The ‘Institute for Environmental-Economics’, hereinafter referred to as ‘the institute’, is registered by the Chamber of Commerce in Antwerp Belgium no. 34256194.The institute is a provider of professional studies in environmental-economics, hereinafter referred to as ‘the courses’, to students over 18 years old. By enrolling for a regular course, students agree to be legally bound by these present ‘terms and conditions’, and as modified from time to time.2. PRIVACY
The institute does not collect individual user details, unless a user voluntarily submits such information.
The course provider does not share that information with outside sources, and is committed to keeping such information confidential.3. ADMISSION & COURSES
It is the student’s responsibility to register with the relevant professional body, where applicable, or enter for any examinations held externally unless otherwise stated; fees for courses quoted are for tuition only. Other fees are not included, i.e. examinations fees, books, manuals and so on. If the application form is signed on behalf of the student by his/her sponsor/guardian/representative, these conditions will still apply. All declarations made on admission are accepted in good faith. Any false declaration about qualification or age, or any failure to produce documentary evidence of entry qualifications, may result in the expulsion of the student from the course to which he/she has been admitted. In such cases, the student will not be entitled to any refund.
The course provider reserves the right to cancel courses, amalgamate classes, change programmes at short notice, should the need arise due to lack of demand.4. FEES POLICY
All paid tuition & examination fees are valid for a maximum of two academic study years only.
Source of funds course fees are paid from the following sources:- An employer or other recognised sponsor;
- Student or his/her family.
- Students who are unable to produce acceptable evidence of support from their sponsor will be liable for the payment of their fees.
4.1 Deposited Fees
A non-refundable deposited fee must accompany an application for admission. This fee is not refundable under any circumstances unless the application has not been accepted or if the course in which a student has enrolled will not be run. A deposit for all regular the course provider courses is EUR 300.00, which is a part payment. A receipt of deposit payment is regarded as an acceptance of the terms & conditions of the course provider.
4.2 Payment of Fees
All students must enrol at the start of their course, and each subsequent year. At that time they must either provide an acceptable written guarantee from an official sponsor accepting responsibility for all fees due or make full payment of their fees and any registration fees for the academic year concerned or elect to pay by instalments.
The institute will only accept student enrolment upon receipt of the relevant payments or sponsor authorisation.4.3 Sponsored Students
The institute reserves the right to accept the sponsor’s guarantee. In case where the guarantee is not acceptable, it is the student’s responsibility to pay his/her fees at or before enrolment.
4.4 Payment by Students
Students who are financing themselves may pay their tuition fees in a single payment at the time of enrolment or by instalments.
4.5 Single Payment>
This should be paid four weeks before the start date by bank transfer or cash. If the whole fees are not paid after 30 days of start date or other notified date, the student would incur a supplementary charge of EUR 75.00.
4.7 Late Payments
A penalty charge of EUR 25.00 will be applied in all instances where payment has not been received by the course provider by the required date and each time a reminder letter is sent.
The course provider does not accept any reason for delay in payment. Any transaction rejected by the bank will be classified as late payment and charges applied accordingly.4.8 Additional Fees
In case that the course provider has to make additional costs to collect the fees from the student, the additional costs will be added to the outstanding fees of the student.
4.9 Refunds
No refund will be made if:
- They have attended any part of the courses and thereafter withdraw from the courses.
- In order to claim a refund of tuition fees the student or sponsor must meet the following conditions:
- Advise the registrar in writing of withdrawal from the course;
- 3 month prior to course commencement: up to 90% of the fee paid will be refunded;
- 2 month prior to course commencement: up to 50% of the fee paid will be refunded;
- Under two month of the course commencement date or after the course has commenced, there will normally be no refund of fees.
- Any fees refunded in such a situation are at the sole discretion of the course provider, whose discretion will be final.
- Refunds will be made to the person or organisation that initially made the payment on receipt of all original documents.
4.10 Full refund
Full refund of tuition fees will be made if the course provider is unable to offer advertised course due to insufficient student enrolment or any other reason.
4.11 Course Deferment
If a student wishes to defer to the next term there will be a EUR 100.00 deferment charge added to the tuition fees.
4.12 Non-refundable
Deposited fees and deferment charges are non-refundable deposited tuition and examination fees for one academic year programme has an extended existence of an extra academic year as a maximum of which students are expected to conclude their study. Any further extension will incur new tuition and examination fees.
5. ATTENDANCE
Students are expected to attend classes regularly.
The institute reserve the right to terminate a student’s course of study if attendance is insufficient.
The institute reserve the right to forfeit the tuition fees of students, if they are late, absent or leave before the end of their period of study for any other reason.6. INDEMNITY
Each party will indemnify the other in respect of any costs, claims, demands, losses or liabilities (including reasonable legal fees) incurred by the indemnified party as a result of or arising in any way from a claim by a third party which results from any breach of the provisions contained in these terms and conditions.
7. DISCLAIMER
The course provider shall not be liable to any student for any indirect or consequential loss, including loss of data, profit or business however caused.
The institute aggregate liability to any student, caused by breach of contract, negligence or otherwise (except in relation to death or personal serious injury), shall not in any event exceed either EUR 1,000.00 or the amount that has been paid by the student, whichever is the lower. Neither party shall be liable to the other for any failure or delay in the performance of its obligations under these terms and conditions caused by circumstances beyond that party’s reasonable control.8. SEVERANCE
If any provision of these terms and conditions is held by a court of competent jurisdiction to be invalid or unenforceable, then such provision shall be enforced to the maximum extent permissible so as to affect the intent of these terms and conditions, and the remainder of the terms and conditions shall continue in full force and effect.
9. LAW & JURISDICTION
These terms and conditions shall be governed by the laws of Belgium and the student agrees to abide to the jurisdiction of the Belgium Courts.
The terms and conditions are reviewed by the course provider from time to time. There is no guarantee that the conditions for payment or refund of fees will remain the same from year to year.
All students must comply with the current terms and conditions.
The course provider reserves the right to change or amend.
Institute for Environmental-Economics, Oct-2023
