Student complaint

Recognized TCP centers are required to provide a high quality service in accordance with the Recognition Conditions provided for by U.P.K.L.
Each center will publish a learner complaints procedure, which addresses the fair and thoughtful handling of issues upon receipt of the center's services. Therefore, it is necessary to submit all complaints directly to the approved center in accordance with the complaints procedure. If you are unsatisfied with the results, you are authorized to report the details of your complaint to us.

Student complaint details
We are committed to providing high quality service to all interested parties and are confident in delivering exceptional service. However, if an individual believes that they have found a level of service that is below our expectations in line with published standards, strategy, policy or process, a to customer service complaint may can be reported. In completing the report, it is important to provide:
• full description of the complaint, including subject, dates, times and any reference numbers, if known
• names of all persons involved in the matter
• the names of the people you have dealt with
• copies of any documents or letters related to the complaint.
Evidence supporting the complaint to facilitate an effective assessment of the situation should be forwarded via email to This email address is being protected from spambots. You need JavaScript enabled to view it..
We will acknowledge receipt of a complaint within five business days and aim to investigate the complaint in accordance with the U.P.K.L. standard within 20 working days. Where the complaint is more complex, we will extend this time period and provide an update or result within or every 20 business days.
The investigations are conducted rigorously and objectively by an independent External Audit Officer of appropriate competence who has no personal interest in the result. This is to prevent conflicts and to maintain objectivity in investigative activities. In situations where a complaint has been upheld or where an investigation following notification by a regulator indicates a failure in our processes, we pay due attention to the outcome and, where appropriate, take appropriate action. If you are unsatisfied with our response to your complaint, you can request a procedural appeal.