ANIMAL WELFARE (AW.2027)

1. SCOPE

This policy is designed to ensure that Canine Massage Therapy Centre complies with its obligations under relevant legislation, including The Animal Welfare Act 2006, Animal Health and Welfare (Scotland) Act 2006, Welfare of Animal Act (Northern Ireland) 2011 and Republic of Ireland Animal Health and Welfare Act 2013.

We adhere to the Veterinary Act 1966, the Exemptions Order 2015 and the Animal Welfare Act 2006.

As part of National Occupational Standards (NOS) we ensure that we adhere to LANANC61, LANANC62, LANACTB1 & LANACTB2.

2. RESPONSIBILITIES

All Employees, Instructors, Assessors and Associates are responsible for promoting awareness of this policy and for monitoring its effectiveness and to ensure everyone including Learners understand their responsibilities and will familiarise themselves with the Animal Welfare Code of practice.

3. OBJECTIVES

We adopt and support the Five Freedoms, The Five Freedoms outline five aspects of animal welfare under human control.

The five freedoms as currently expressed are:

4. COMMITMENT

Canine Massage Therapy Centre is committed to ensuring that when any training or assessment is taking place, or subsequent or post this activity, the health and welfare of animals has been considered at all times. All animals must be handled humanely and appropriately to suit the requirements of the individual to minimise fear, stress, pain and distress in line with the Animal Welfare Act 2006

Where training and or assessment activity involves, or is likely to foresee that learners will come into contact with live animals or sites where any animals have been or can often be found and where activity may take place, that all precautions have been taken to reduce any negligence that may impact animal welfare or the environment and any time.

Animal training (if applicable) must be based on the principles of positive reinforcement (i.e. reward desired behaviour and ignore unwanted behaviour). Animals must not be physically forced to perform or punished if they do not perform.

All owners/handlers or other person in charge of a dog attending Canine Massage Therapy Centre, and including its environs, must at all times ensure that the dog is kept under proper control.

No dog suffering from any infectious or contagious disease or having been exposed to such disease during the period of 21 days prior to attendance or suffering from any visible condition which adversely affects its health or welfare may attend any Canine Massage Therapy Centre activity.

5. MISCONDUCT

Anyone found contravening policies, procedures and legislation relating to Animal welfare, whether that be in the classroom or during their externship, and taking into account the legislation in their country of domicile, shall be subject to action for misconduct and may be removed from the course.

6. REPORTING

Canine Massage Therapy Centre will review the effectiveness of this policy by ensuing a risk assessment is carried out pre and post any training or assessment activity to ensure learners, staff or associates formally report any instances that may impact animal health and welfare or the environment.

CONFLICT OF INTEREST (COI.2027)

- STATEMENT

Conflicts of interest arise when there is an influence or appear to be influence by personal and professional interests. A conflict of interest occurs when an individual or organisation is involved in multiple interests, one of which could possibly corrupt the motivation for an act in the other.

This policy applies to all Canine Massage Therapy Centre employees, as well as "sub-contractors" acting on behalf of Canine Massage Therapy Centre through a third-party arrangement; this may be for paid or unpaid work. Sub-contractors include external quality assurers, instructors, assessors, internal quality assurers and those involved in training and qualification development.

Canine Massage Therapy Centre employees, as well as a "sub-contractor" acting on behalf of Canine Massage Therapy Centre have an obligation to:

Having a conflict of interest is sometimes unavoidable and persons or companies will not be adversely treated just for having a conflict of interest, unless conduct in dealing with it is corrupt, criminal or otherwise demonstrates lack of integrity.

Action should only be considered where an individual or sub-contractor:

The risks associated with conflicts cannot always be eliminated. Canine Massage Therapy Centre operates a risk register that captures and minimises risks to an acceptable level. The risk register is monitored on a regular basis.

2. PRINCIPLES

3. POLICY

The policy outlines:

Conflicts of interests may arise where an individual's personal or family interests and/or loyalties conflict with those of Canine Massage Therapy Centre. Such conflicts may create problems that can:

Types of conflicts of interest

There are three main types of conflicts of interest: actual, perceived and potential. Each of these presents the same personal and organisational risks and therefore need to be managed appropriately. If you are unsure if a conflict exists, you should discuss the matter with the Canine Massage Therapy Centre Director.

Assessing your situation

Conflicts of interest can arise in a variety of circumstances. In assessing whether you have a conflict of interest there are several factors about your private interests you need to consider. It is impossible to list every potential conflict of interest relating to Canine Massage Therapy Centre activity. Some examples include where an employee or sub-contractor:

Canine Massage Therapy Centre is committed to identifying, managing, recording and, where relevant, disclosing actual, perceived or potential conflicts of interests. The aim of this policy is to protect both the organisation and the individuals involved from any real or perceived or potential impropriety.

4. RESPONSIBILITIES

Managing conflicts of interest is a shared responsibility that requires Canine Massage Therapy Centre to work together with employees and sub-contractors involved with any activity connected with Canine Massage Therapy Centre resources and services, to identify and implement solutions to resolve any conflicts. All employees and sub-contractors who carry out services for Canine Massage Therapy Centre whether paid or unpaid will strive to avoid any conflict of interest. A failure of either party to appropriately contribute to the management of a conflict of interest is a potential misconduct issue that may result in management action, including removal /dismissal from Canine Massage Therapy Centre.

To manage conflicts of interest effectively Canine Massage Therapy Centre will:

Under company law a connected person includes the following:

5. INDIVIDUAL PROCEDURE

IDENTIFY

While it remains the responsibility of the individual to identify conflicts of interest, other circumstances may lead to the identification of a conflict of interest including:

If a conflict of interest is not self-reported by an individual and comes to the attention of Canine Massage Therapy Centre by other means, consideration should be given as to why they did not self-report and whether it is reasonable to expect that they should have.

AVOID

You are required to taking reasonable steps to avoid conflicts of interest where possible, this includes:

REPORT

Where a conflict of interest cannot be avoided you must report the conflict

by raising a disclosure to Canine Massage Therapy Centre

MANAGE

Once you have reported a conflict of interest the risk is shared with Canine Massage Therapy Centre, Canine Massage Therapy Centre will work with you to identify and implement an appropriate solution for dealing with the conflict.

MONITOR

Monitoring the conflict is essential to ensure that any changes are accounted for and dealt with.

Even if you have already reported a conflict of interest and think it has been resolved you might find circumstances where the conflict arises again or affects you in another way. If there are any changes or the

conflict arises again you must report the conflict again to ensure that it is resolved appropriately.

6. MANAGEMENT PROCEDURE

RECORD

Conflict of interest disclosure is raised to Canine Massage Therapy Centre

ASSESS

Canine Massage Therapy Centre undertakes a risk assessment of the disclosure and in doing so, they consider the likelihood and consequence of the:

IDENTIFY

Canine Massage Therapy Centre identifies if the disclosure is cleared with conditions or no conditions.

MANAGE

The disclosure is managed and controlled through Canine Massage Therapy Centre risk register.

Canine Massage Therapy Centre will identify and implement an appropriate management solution for dealing with the conflict by applying either a restrict or

relinquished action.

MONITOR

The disclosure is monitored by Canine Massage Therapy Centre Monitoring the conflict is essential to ensure that any changes are accounted for and dealt with.

7. DECLARATION OF CONFLICTS OF INTEREST

Canine Massage Therapy Centre employees, as well as "sub-contractors" acting on behalf of Canine Massage Therapy Centre through a third-party arrangement have an obligation to declare any conflicts of interests at the earliest opportunity and withdraw from any subsequent discussion or activity. The same applies if you face a conflict for any other reason. You may, however, participate in discussions from which you may indirectly benefit, for example where the benefits are universal to all, or where your benefit is minimal.

Any gifts or hospitality received in connection with Canine Massage Therapy Centre activity must be declared to Canine Massage Therapy Centre.

All Individuals employed or contracted by Canine Massage Therapy Centre must raise a declaration whether it holds a disclosure or nothing to declare.

8. EXAMPLE OF CONFLICTS OF INTEREST ACTIONS

Canine Massage Therapy Centre take all reasonable steps to make sure that no conflicts of interest have an adverse effect and/or that such effects are mitigated as far as possible. When a disclosure is raised Canine Massage Therapy Centre will apply either a restricted or relinquished action.

Restrict action is most appropriately applied when the employee or sub-contractor can be effectively separated from parts of an activity or process including restricting the:

Relinquish action is a very effective management solution that involves the relinquishing of the personal interest(s) that gives rise to the conflict. Depending on the nature of the conflict, this option might involve:

Example of conflicts

Action

Has a position of authority in one organisation that conflicts with his or her interests in another organisation

Restrict action

Carries out work Canine Massage Therapy Centre behalf, but may have personal interests (paid or unpaid) in another business which either uses Canine Massage Therapy Centre products or services, or produces similar

products

Restricted or Relinquish action

Secondary employment which is perceived as a conflict of interest

Restricted or Relinquish action

Makes a media comment that is perceived as a conflict of interest

Relinquish action

Makes a public comment that is perceived as a conflict of interest

Relinquish action

Makes an endorsement that is perceived as a conflict of interest

Relinquish action

Release information to third parties and is perceived as a conflict of interest

Relinquish action

Provides a character reference that results in a conflict of interest

Relinquish action

Influences part of the selection and recruitment process that is perceived as a conflict of interest

Relinquish action

Has a secondary employment commitment

Restrict action

Interests of one job held by an individual contradicts another job held

by that same individual (e.g. a person working for two competing organisations)

Restrict action

Accepts gifts from others to promote their interests within the organisation

Relinquish action

The designers of assessment disclosing confidential information about assessment to unofficial person/s and/or organisations

Restricted action

Assessors/instructor being impartial in the assessment of the learner and no vested interest in the outcome of the assessment

Restricted action

Where an individual has personal interests that conflict with

Canine Massage Therapy Centre training or qualifications

Restricted action

Where an individual is internally marking assessments of a learner

who is a friend or relative

Restricted action

Where an individual solicits the assistance of an instructor or other persons associated with Canine Massage Therapy Centre to provide additional support because of friendship which will put them at an unfair advantage over a peer

Restricted action

This list is not exhaustive but designed to give examples where a conflict of interest may exist.

9. ADVERSE EFFECT

Canine Massage Therapy Centre will take all reasonable steps to prevent any potential adverse effect to any incident that may arise. Where an incident brings the outcome of other results into serious question this would be considered a potential 'adverse effect' as other learners may be affected.

An act, omission, event, incident, or circumstance has an adverse effect if it: -

Canine Massage Therapy Centre will mitigate risks that have the potential to cause an adverse effect to learners. All incidents will be logged and maintained on Canine Massage Therapy Centre risk register to ensure the issue is highlighted managed and mitigated against.

Canine Massage Therapy Centre will inform where appropriate any conflict of interest and adverse effects to the appropriate relevant parties including Gatehouse Awards.

DATA PROTECTION POLICY (DPP.2027)

- SCOPE

This policy describes how personal data is collected, handled, and stored to meet Canine Massage Therapy Centre's data protection standards and to comply with the law.

The UK General Data Protection Regculation (UK) GDPR 2018 and Data Protection Act 2018 applies to every business that collects, stores, and uses personal data relating to customers, staff, or other individuals.

1.1 The policy applies to:

- RESPONSIBILITIES

Canine Massage Therapy Centre needs to gather and use certain information from customers, suppliers, businesses, employers, instructors, and other people the company has a relationship with or may need to contact. Everyone who works for or with Canine Massage Therapy Centre has some responsibility for ensuring data is collected, stored, and handled appropriately.

Under General Data Protection Regulation ((UK) GDPR) and DPA (2018) organisations including Canine Massage Therapy Centre must collect, handle and store personal data. These rules apply regardless of whether data is stored electronically, on paper or on other materials.

"Personal data" is defined in both the Directive and the (UK) GDPR as any information relating to a person who can be identified, directly or indirectly, in particular by reference to an identifier such as a name, an identification number, location data, online identifier or to one or more factors specific to the physical, physiological, genetic, mental, economic, cultural or social identity of that person.

Canine Massage Therapy Centre makes no distinction between personal data about individuals in their private, public or work roles - the person is the person. Online identifiers including IP address, cookies and so forth are also regarded as personal data if they can be (or are capable of being) without undue effort linked back to the data subject.

"Personal Data Breach' is defined in the (UK) GDPR as "a breach of security leading to the accidental or unlawful destruction, loss, alteration, unauthorised disclosure of, or access to, personal data, transmitted, stored or otherwise processed". Data breaches will be reported to ICO Commission within 72hrs

Canine Massage Therapy Centre only collects personal data for specified purposes and does not use it for other 'incompatible' purposes. Example: Individuals details are not used for marketing purposes if originally collected for an entirely different purpose.

Canine Massage Therapy Centre is registered with the Information Commissioner's Office (ICO) to process personal data. As a registered body, we determine the purposes for which, and the manner in which, personal data is to be processed.

The Scottish Information Commissioner and the UK Information Commissioner's Office (ICO) have separate roles and responsibilities. The Scottish Information Commissioner is responsible for the freedom of information compliance of all public authorities in Scotland, while the ICO is responsible for public authorities in England, Wales, and Northern Ireland, and for any agencies operating in both Scotland and another part of the UK. The ICO also covers Data Protection rights (personal information) for the whole of the UK, including Scotland.

The (UK) GDPR provides the following rights for individuals:

Canine Massage Therapy Centre will, through appropriate management, strict applications of controls ensure:

Canine Massage Therapy Centre will ensure:

All documents created by Canine Massage Therapy Centre are checked for accessibility and compatibility prior to public sharing; documents are also inspected for sensitive and personal data within:

Canine Massage Therapy Centre is committed to protecting the privacy and confidentiality of information provided by 'users' who access our website.

In order for 'users' to use some of our online services and to respond to enquiries we need to collect and process various personal data. Users may be asked to complete an online form(s) which request, name, address, e-mail and telephone number. The personal data we collect is used to process your request for our services.

By submitting personal information, individuals consent to Canine Massage Therapy Centre processing personal information in accordance with our data protection policy. All information provided will be treated as confidential and will only be used for the purpose intended. Anyone can contact Canine Massage Therapy Centre to correct or update personal information in our records.

We may use cookies on our website. Users may disable the use of cookies, but this may limit the functionally of the website. The site and our computer systems have security measures in place with the aim of protecting the loss, misuse or alteration of the information 'users' provide to us.

An individual is entitled to be given a description of the data being processed or held about them and to be provided with the information constituting personal data and the source.

Where these criteria have been met we will comply within 20 working days. Where complying with the request would lead to disclosing data about another identifiable person we are not able to comply unless the other individual has consented or it is reasonable to comply without consent.

Where Canine Massage Therapy Centre has previously complied with a request, subsequent or similar requests for data will not be supplied unless a 'reasonable interval' has elapsed. As a non-public body, Canine Massage Therapy Centre is not covered by the Freedom of Information Act.

Canine Massage Therapy Centre has an obligation, in line with the data protection policy, to implement and preserve good archiving procedures and processes. Archival records can be in any format; they can exist electronically or paper versions.

Canine Massage Therapy Centre will provide the Regulators, within a reasonable notice period (usually 7 days), access to premises, people and records as required, and fully co-operate with their monitoring activities, including those requested by Gatehouse Awards or by OFQUAL.

If personal details relating to contacts is held/stored on equipment that does not belong to Canine Massage Therapy Centre (this includes information as basic as a name, phone number or address) it is up to the employee and sub-contractor (Tutors) to ensure that nobody else has access to that

DATA PROTECTION CONTACT

If you require any further information regarding to your personal information that CMTC may hold in relation to your business with the company, please contact

Jenny Oliver

Canine Massage Therapy Centre LTD

2 Chaucer Crescent

Kidderminster

Worcs

DY10 3XF

0789 986 9357

[email protected]

Our Information Commissioners number (ICO) is ZA371015

This policy is reviewed regularly and updated annually or as and when required.

QUALITY, ACCESSIBILITY and DIVERSITY (E&D.2027)

(Candidate Access to the GA level 5 Diploma in Clinical Canine Massage)

1. SCOPE

This policy is designed to ensure that Canine Massage Therapy Centre complies with its obligations under equality legislation (The Equality Act 2017) and demonstrates our commitment to treating people equally and fairly. It is assumed that any changes to legislation during the period of this contract would automatically take its place in accordance with the law at the time.

Furthermore, CMTC has obligations to uphold the requirements of Ofqual in delivering the Gatehouse Awards Level 5 Diploma in Clinical Canine Massage.

In England, Scotland and Wales, the Equality Act 2017 brought together and harmonised equality legislation. Legislation in Northern Ireland is different and is principally from Section 75 of the Northern Ireland Act 1998, Equal Status Act 2000, revised to 2015 (ROI) and all other equivalent/relevant/legislation.

The Northern Ireland Act 1998 places public authorities, including HEIs, under a duty to have due regard to the need to promote equality of opportunity between:

Equality means everyone having the same chances to do what they can. Some people may need extra help to get the same chances.

Diversity recognises that each of us are different and unique, consequently, it makes sense that treating everyone the same is not necessarily going to work. Different people will have aspirations, expectations, opportunities, responsibilities and needs. Therefore, treating people fairly means recognising their differences, respecting them and acting accordingly. In short, diversity is about valuing differences.

We recognise and value people's differences and will assist them to use their talents to reach their full potential.

Canine Massage Therapy Centre is opposed to any form of discrimination on the grounds of age, disability, gender reassignment, marriage or civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation (defined as Protected Characteristics).

2. RESPONSIBILITIES

Natalie Lenton has overall responsibility for promoting awareness of this policy and for monitoring its effectiveness and to ensure individuals and learners.

3. OBJECTIVES

Canine Massage Therapy Centre objectives are:

4. COMMITMENT

Canine Massage Therapy Centre is committed to upholding and promoting equality of opportunity through all aspects of its work and will treat all people with dignity and respect, valuing the diversity of all. It will eliminate all forms of discrimination and will tackle social exclusion, inequality, discrimination and disadvantage.

Canine Massage Therapy Centre understands the diverse nature of individuals by:

Canine Massage Therapy Centre is committed to taking positive steps to ensure that:

Training and Qualifications

5. COMMON AREAS WHERE DISCRIMINATION CAN OCCUR

Everyone has a responsibility to respect the feelings and sensibilities of others and to behave in a way that does not cause offence. Respect for all people is at the heart of our strategy and will take all reasonable steps to avoid discrimination against:

6. REASONABLE ADJUSTMENT and SPECIAL CONSIDERATION

It is the responsibility of Canine Massage Therapy Centre and its instructors/assessors and staff to identify learners who are having difficulty or are likely to have difficulty in undertaking training or assessment activities whilst ensuring that the integrity of its course outcomes and assessments are always maintained and other learners are not disadvantaged in the process. It is important that the learner is open in all discussions to set any reasonable adjustments.

In order that an accurate assessment can be made, it is important that the learner makes the Centre aware of all circumstances which may cause them to be at a disadvantage to their fellow learners at the time they enrol or at the time of their assessment where a substantial change to their circumstances has developed (or within a limited timeframe of that assessment).

A reasonable adjustment is any action that helps to reduce the effect of a disability or difficulty that places a learner at a substantial disadvantage in an assessment situation. Reasonable adjustments are made to an assessment to enable a disabled learner to demonstrate their knowledge, skills and understanding of the level of attainment required by the specification for the course.

A special consideration is a post assessment adjustment which can be applied if there is a reason a learner may have been disadvantaged during an assessment or examination, due to an unforeseen circumstance during or near to the time of that assessment or examination (i.e., unexpected substantial distraction in the classroom)

It may also require additional time to be allocated to be able to complete the learning outcomes due to an unforeseen event or circumstance that the learner has faced since enrolling on the Programme of Learning.

We will endeavour to accommodate the needs of learners on the course and/or their assessment requirement, according to individual circumstances, ensuring such learners are not disadvantaged in relation to other learners and that certificates accurately reflect learner attainment.

We will advise a learner when they enrol on the requirements relating to the submission of written modules (including diagrams) in the first year of study. Where a learner identifies that they will be unable to submit the work in the required format or may need more time to submit their modules we will consider the options based on the individual circumstances of the learner. This may be extending the number of referrals permitted on each module or advising the learner to use a scribe to write their modules or someone to read the module for them, but all work must be the work of the learner. The learner may also want to consider the IT and software at their disposal, and at their own cost, to facilitate completion of the modules.

CMTC may be required to submit evidence to Gatehouse Awards who will make the ultimate decision on whether it is appropriate to give additional time or for an adjustment to be made.

No learner will be able to progress to the second year of study unless an acceptable level of learning can be evidenced in the first year to ensure that competency is met at each point.

In a limited circumstance, it may be considered that this course is not in the best interest of the learner as they will find it difficult to complete the work to a standard commensurate to the integrity of the course vocational outcome. The learner has 14 days from the time they submit their enrolment to withdraw from the course with a refund. After 14 days have elapsed, the learner shall not be eligible for refund where they are unable to meet the agreed submissions.

We will give every consideration to reasonable adjustment or special consideration requests and will consult with the GATEHOUSE AWARDS process for when it is appropriate to refer to the matter to them for decisions on reaching the outcomes needed on an Ofqual regulated qualification.

Should a request be denied, we will work together to try to achieve a satisfactory outcome but recognise, this may not always be possible whilst maintaining the integrity of both the qualification and CMTC who are intensively scrutinised in their role in delivering the GA level 5 Diploma in Clinical Canine Massage.

Learners are reminded that they enrol for the course for the period stipulated in the contract and normally would forfeit their fees if they unable to continue in that timeframe. However, in extenuating circumstances, Special consideration may be applicable.

7. GATEHOUSE AWARDS

Whilst Gatehouse Awards and Canine Massage Therapy Centre are dedicated to offering access to all learners wishing to take a GA regulated qualification, free from discrimination of any kind as detailed in this policy and in accordance with our legal requirements, both are only required by law to do what is 'reasonable" in terms of giving access. What is reasonable will depend on the individual circumstances, cost implications, and the practicality and effectiveness of the adjustment. GA will also consider the need to maintain competence standards as well as comply with health the safety requirements.

All personal data gathered on learners in respect of any Reasonable Adjustments or Special Considerations requested and/or granted will be held in the strictest confidence and only be used for the purposes of ensuring all assessments are carried out in a fair and consistent manner and that all results issued are valid and reliable. All data will be held in accordance with the current data protection legislation including, but not limited to, the Data Protection Act 2018 and the General Data Protection Regulations.

It is important to note that a reasonable adjustment, special consideration or exemption is not used to give a learner an unfair advantage over others or used as a concession to make an assessment easier. They are to be used only in circumstances where a learner facing an unfair disadvantage can access fair treatment in the assessment.

All reasonable adjustments must normally reflect the learner's established and consistent way of working in their usual learning environment. CMTC must be able to show that the arrangement is not being introduced solely for the assessment itself but is part of the learner's regular support strategy, ensuring that arrangements are appropriate, effective, and valid.

Reasonable Adjustments

Where Reasonable Adjustments are made, these must:

Some adjustments can be granted by CMTC whilst others must be referred to Gatehouse Awards

CMTC can consider requests such as the following without referral

However, CMTC must refer to Gatehouse Awards in the following, but not restricted to:

The learning outcomes of some GA qualifications may require learners to demonstrate competence. This may limit access for some learners, and they therefore would not be able to gain the full qualification.

When considering a learner's specific circumstances and which adjustments might be appropriate, the nature and extent of the support given as part of normal teaching practice must be considered. The aim of any proposed adjustment should provide the learner with access to assessment in a way which would reflect their normal way of working.

Other factors to be considered include:

Evidence Requirements and Alternatives to Medical Evidence

Many reasonable adjustments reflect a learner's long-term learning difficulty, disability or health problem. Sufficient evidence typically takes the form of a document, statement or letter from a medical practitioner or external special educational needs assessor.

Learners requesting a reasonable adjustment or an exemption must provide evidence of their disability, medical condition or learning needs, and a copy of this must be provided to GA with the request form, where these forms of evidence are available.

Where it is not possible for the learner to provide evidence from a medical practitioner and/or does not have a statement relating to their learning difficulty, and the potential reasonable adjustment consists of providing extra time for an assessment, permitting additional rest breaks, or the use of a Reader, Scribe or Prompter, GA permits CMTC to supply alternative evidence. This may be particularly relevant where an adult learner does not have formal medical documentation or diagnosis of their needs.

SPECIAL CONSIDERATIONS

Special consideration is given to unforeseen events or circumstances beyond the learner's control, which lead to a learner being unable to complete or attend their assessment or examination.

Special Considerations may include

Gatehouse awards will require evidence to be submitted as above (Reasonable Adjustment).

Provisions which may be considered on provision of evidence supporting the requests to Gatehouse Awards can include

Additional circumstances such as Lost learners work or errors by CMTC will be referred to Gatehouse Awards.

In most cases, exemptions to completing certain elements of the course are unlikely to lead to enable a learner to reach competence to qualify but will be considered on a case-by-case basis.

8. LEGAL RESPONSIBILITY

Discrimination is a key concept of the legislation and direct and indirect discrimination are defined and recognised by the Act. Canine Massage Therapy Centre has a clear duty to ensure that the provisions of relevant legislation and codes of practice are followed. We are committed to ensuring, through policies and procedures the promotion of equality and diversity and the prevention of discrimination. We will fulfil our legal and moral obligations as an employer and a training centre and during our daily activities.

Overseas Applicants (and applicants where English is not their first language)

We are able to accept overseas Learners provided that you are able to communicate in English (any requirements for a translator will be at the applicant's costs) and you must be able to attend the practical sessions in the UK during the second year on the dates which will be supplied to you. Any request for additional help will be considered in accordance with the procedures for reasonable adjustments or special considerations.

Overseas Learners must ensure that they are insured in their domicile when completing their externship. Advice will be given at the appropriate stage of their training.

We regret that we are unable to extend credit (paying by instalment) to our non-UK Learners.

GA Request for a Reasonable Adjustment, Special Consideration or Exemption Form

This form is to be used to make request for a Reasonable Adjustment, Special Consideration or Exemption for a learner in order to provide them with access to assessment as detailed in the GA Candidate Access Policy.

Please keep a copy for your records which must be made available for auditing purposes.

Please submit this form to GA at least 10 days before the assessment or examination (or, where the request is for external assessment materials in Braille, a timescale of 60 days is required).

The head of centre must support an application for it to be accepted.

Centre Details

Centre Name

Centre Number

Contact Name

Position

Centre Address

Telephone No

Email

Details of Learner & Qualification

Qualification Title

Proposed Date of Assessment

DD / MM / YYYY

Learner Name

Definitions:

Reasonable Adjustment - An adjustment made to an assessment for a qualification so as to enable a disabled Learner to demonstrate their knowledge, skills and understanding to the levels of attainment required by the specification for that qualification.

Special Consideration - Consideration to be given to a Learner who has temporarily experienced an illness or injury, or some other event outside of their control, which has, or is reasonably likely to have, materially affected the Learner's ability to -

Exemption - concessions allowing a disabled learner to complete a qualification without taking certain assessments. This is used only as a last resort when no other adjustments can remove the substantial disadvantage a learner faces. Exemptions must not undermine the integrity of the qualification. Where exemptions have been applied, this will be reflected on the certificate, without reference to the specifics of that exemption.

What is being applied for?

Please indicate below what is being applied for on this form:

Reasonable Adjustment ? Special Consideration ? Exemption ?

Details of Reasonable Adjustment or Exemption required and any supporting documentation.

Please detail the Reasonable Adjustment, Special Consideration or Exemption required, including a full rationale of why it is necessary; attaching any supporting documentation (continue on a separate sheet if required).

Supporting documentation attached? Yes o No o

I confirm that I have verified the need for this request and that the supporting documentation is authentic.

Head of Centre Name & Position:

Signed:

Dated:

DD / MM / YYYY

Learner/Parent/Carer Name

Signed:

Dated:

DD / MM / YYYY

HEALTH AND SAFETY (H&S.2027)

1. PURPOSE

Canine Massage Therapy Centre regards health and safety as a priority and its aim is to provide and continually improve upon a safe and healthy environment for all employees, associates Learners and those who work on behalf of Canine Massage Therapy Centre.

- SCOPE

This policy applies to all employees, Instructors. Assessors and all those who work on behalf of Canine Massage Therapy Centre and learners. The health and safety policy aims to promote safe systems of working whilst delivering Canine Massage Therapy Centre business and ensure compliance with all relevant health and safety legislation. To establish and maintain safe practice we carry out periodic health and safety audit checks

Canine Massage Therapy Centre responsibilities:

Our statement of general policy is:

- RESPONSIBILITIES

Everyone who works for or represents Canine Massage Therapy Centre is responsible for health and safety. Natalie Lenton has the ultimate responsibility for health and safety matters relating to company business.

It is expected that, employees, associates, Learners and those who work on behalf of Canine Massage Therapy Centre adhere to the principles within this health and safety policy and encouraging a positive safety culture ensuring that they act safely by adhering to documented policies and procedures.

Canine Massage Therapy Centre provides awareness of health and safety and is responsible for the management of:

During training and assessment, it is expected that Instructors adhere to the principles within this health and safety policy. Instructors are responsible for their own health and safety and for ensuring others are not put at risk by any of their actions.

It is the Instructor responsibility to assess and reasonably foresee any significant risks prior to commencing any training or assessment activities. The Instructor must ensure that a risk assessment is carried out and that everyone is well informed of any significant health and safety risks associated with the delivery of training or assessment. To do this the Instructor must:

- HEALTH AND SAFETY POLICIES

4.1 Accidents and emergencies

Reporting accidents and ill health at work is a legal requirement. All employees, Learners and those who work on behalf of Canine Massage Therapy Centre are responsible for informing Canine Massage Therapy Centre of any accidents and near misses.

In the event of an accident, near miss or work-related illness Canine Massage Therapy Centre will take immediate preventive measures to avoid recurrence.

In the event of an accident/near miss or work-related illness Canine Massage Therapy Centre needs to be informed as reasonably practical in order to commence the accident investigation and assist in effecting remedial action to ensure the enforcing authorities are notified according to the reporting injuries, diseases and dangerous occurrences (RIDDOR) Regulations as appropriate. The appropriate documentation must be completed for all accidents, near miss or work-related illnesses.

4.2 Communicable diseases

Canine Massage Therapy Centre follows all applicable legislation and guidance in relations to communicable diseases. Under the Reporting of Injuries, Diseases and Dangerous Occurrences (RIDDOR) Regulations, Canine Massage Therapy Centre is responsible for notifying the Health and Safety Executive (HSE) of any reportable diseases.

Those suffering from a communicable disease whilst working for or on Canine Massage Therapy Centre training course or qualification must inform Canine Massage Therapy Centre as soon as possible. Those suffering from a communicable disease must follow all control measures given by their general practitioner and must take all necessary precautions to prevent the transmission of the disease or condition.

Anything Covid 19 related will be updated if required as the Course progresses.

4.3 Dealing with contractors

The definition of a contractor is any organisation or business supplying services and support to Canine Massage Therapy Centre. All employees who manage contractors have a responsibility to ensure that the contractor's activities comply with the statutory requirements and Canine Massage Therapy Centre health and safety policies.

All contractors must have adequate insurance to cover any results of injury to a person as a direct result of the contractors' work activities. For activities that carry risks, a risk assessment by the contractor must be carried out before works starts. Where there are, concerns relating to a contractor's conduct or competence, or a contractor is working unsafely, ask them to stop working immediately and take appropriate measures to enable work to continue safety.

In most situations, the risks from the use of electrical appliances arise from three key areas:

When using IT equipment, everyone must reduce the risks of slips, trips and falls caused by inappropriate cable positioning. The Electricity at Work Regulations require that any electrical equipment that has the potential to cause injury is maintained in a safe condition. Employees, Instructors and contractors are responsible for visual checks of their IT equipment; by simply looking for signs of damage is a good way of maintaining portable electric equipment. Instructors, contractor's IT equipment is their responsibility with regards to electrical safety.

4.5 Emergency contact procedure

This procedure should be followed if Canine Massage Therapy Centre employee, learner or person representing Canine Massage Therapy Centre is involved in an accident of becomes ill and it is necessary to inform their emergency contact:

4.6 Emergency evacuation procedure

All Canine Massage Therapy Centre employees, Learners and those who work on behalf of Canine Massage Therapy Centre are required to familiarise themselves with the evacuation procedure in the event of an emergency.

It is the responsibility of everyone to take immediate and appropriate action on discovering a fire in the building or anything which may be life-threatening. People in the immediate vicinity should be alerted and alarms signals activated and telephone the emergency services on 999.

On leaving the building staff must:

4.7 First aid arrangements

All employees, Learners and those who work on behalf of Canine Massage Therapy Centre are required to comply with Health and Safety at Work Act by acting responsibly in the workplace and not endangering the health and safety of others.

First aid procedure for someone who sustains a minor injury but is able to remain at work:

First aid procedure for someone who sustains a minor injury and has to be sent home:

First aid procedure when someone sustains a major injury or serious accident:

All employees, Learners and those who work on behalf of Canine Massage Therapy Centre have the responsibility to minimise exposure to manual handling risks and should follow the recommended control measures:

Always apply the principles of safe handling:

If using equipment, ensure you get the right equipment for the task. You should always check equipment visually before each use.

4.9 Noise in the workplace

Where there is excessive noise in the work area, carry out a noise risk assessment and implement suitable control measures in accordance with the Noise at Work Regulations. There is a noise problem if people must shout or have difficulty hearing someone approximately two metres away. Under these circumstances a noise risk assessment should be carried out.

4.10 Occupational health provision

Occupational health is mostly concerned with longer-term injury or work-related illness. As such, Canine Massage Therapy Centre will take reasonable steps to identify potential sources of occupational injury, provide adequate support/treatment for any employees who might be exposed to long-term injury or ill health through work and monitor their effects. Any issues giving rise to a potential for occupational injury or ill health will be dealt with through a risk assessment and appropriate risk-control measures implemented.

4.11 Out of hours working

Canine Massage Therapy Centre recognises the need for employees, Instructor's and contractors to work outside normal office hours. Out of hours can include early morning, evening and weekend work. Those who work outside normal hours and possible lone working need to be aware of potential risks. Canine Massage Therapy Centre makes every provision for the security and safety of its employees at all times, however there may be an occasion/incident where an employee needs to be aware of the arrangements in the event of an emergency. Employees working out of hours must gain authorisation by Canine Massage Therapy Centre.

4.12 Personal protective equipment (PPE)

Instructors and contractors are responsible for supplying their own suitable PPE and ensuring regularly serviceability. They are also responsible for ensuring that Learners have the appropriate PPE for all training/assessment purposes.

4.13 Personal safety

A lone worker is anyone required to work alone, out of sight or without direct supervision. When working alone is unavoidable, a risk assessment to reduce risks associated with lone working must be carried out. All employees, Learners and those who work on behalf of Canine Massage Therapy Centre are responsible for reducing their exposure to personal safety risks by ensuring that:

4.14 Risk assessment

A risk assessment is a simple examination of what, in your work, could cause harm to people, to enable you to assess whether you have taken enough precautions or do more to prevent harm.

Employers are legally required to assess the risks in their workplace so that they can put into place a plan to control the risks. A risk assessment will help identify what could go wrong, how likely it is to happen and how serious the result could be. Before undertaking any training or high risk activity a written risk assessment must be completed to include:

Emergency procedures should be recorded as part of the risk assessment and be available and understood by all.

4.15 Safety on sites

It is the responsibility of the training provider/third party to ensure that there is adequate health and safety arrangements for the delivery of any training and assessment activities. Before commencing any training, the Instructor/Assessor must be clear of any procedures for dealing with specific risks, emergency procedures and contact details in the event of any problems.

This may include:

A risk assessment must be carried out to assess working on third party sites. It a problem is identified on third party sites it must be reported to Canine Massage Therapy Centre to establish if the training is able to continue.

4.16 Staying in hotels

If hotel overnight accommodation is required Canine Massage Therapy Centre recommends that individuals should park as close as convenient and safe to the hotel entrance, in order to minimise personal safety and manual handling risks. On arrival at the hotel, the hotel room should be inspected to confirm its suitability, security and location of the fire exits and evacuation procedures.

4.17 Stress management

Canine Massage Therapy Centre is committed to protecting the health, safety and well-being of individuals and acknowledges the importance of identifying and reducing work-related stress. All work- related stress and health issues will be treated seriously and we will respond positively and appropriately. Managing stress within Canine Massage Therapy Centre is a collective responsibility and will be managed in partnership by all to create a safe, healthy and supportive environment.

The Health and Safety Executive define stress as 'the adverse reaction people have to excessive pressure or other types of demand placed on them'. Work-related stress is not an illness, but if it is prolonged it can lead to ill health.

It is Canine Massage Therapy Centre responsibility for implementing a system that tackles work-related stress. Canine Massage Therapy Centre will ensure that stress factors are identified, monitored and eliminated where possible. Where it is not possible to eliminate stressors, Canine Massage Therapy Centre is responsible for ensuring that proactive measures are taken to control and minimise the risks as far as it reasonably practicable.

We have a open and transparent culture, which encourages a receptive line of communication for all work-related stress. Employees have a duty to communication to Canine Massage Therapy Centre if they are suffering with the effects of work related stress.

- HEALTH AND SAFETY LEGISLATION

Everyone must comply at all times with Health and Safety legislation and are advised to keep up to date with current legislation and codes of practice which can be found by accessing the Health and Safety Executive website http://www.hse.gov.uk/

Health and Safety (First Aid) Regulations

The Health and Safety (First Aid) regulations require the provision of adequate and appropriate first-aid equipment, facilities and people so that individuals can be given immediate help if they are injured or taken ill.

A statutory first aid kit must be available on site. It must be appropriate to the number of personnel on site and have a designated person to inspect and replenish it. Any incidents that lead to the use of the first aid kit should be recorded in the accident book. The minimum first-aid provision on any worksite is:

Reporting of injuries, diseases and dangerous occurrences regulation (RIDDOR) RIDDOR requires employers (including self-employed) or those in control of premises to report any work-related deaths, major injuries, cases of disease or near miss incidents to be reported when:

- SUBSTANCE MISUSE

Canine Massage Therapy Centre policy is that during training courses, qualifications or assessments Learners, Instructors, employees or any other individual involved in training or assessment delivery, must be free from the influence of both illegal drugs and alcohol to ensure the health, safety and welfare of other Learners and others with whom they come into contact with.

In addition, Learners, Instructors, employees or any other individual involved in training or assessment delivery, need to -

- DRUGS AND ALCOHOL

Alcohol and substance misuse can have a detrimental effect upon health; it can adversely influence work performance and relationships with colleagues and customers. It can result in reduced efficiency and absenteeism.

7.1 Existing conditions

Canine Massage Therapy Centre will treat any absence due to long term alcohol and substance abuse in the same way as sickness absence on condition that you have discussed the situation with us, have obtained professional treatment and are maintaining regular contact with the appropriate occupational health service.

We will treat all relevant discussions in strict confidence.

If inadequate work performance or unacceptable behaviour, including poor work relationships, occur or persist, the matter may be dealt with under the disciplinary procedure. Careful consideration about disciplinary action will be given if you have acknowledged the existence of a problem and/or have agreed to obtain medical help for the condition. However, if you fail to complete a prescribed course of treatment or have a relapse following treatment, disciplinary action may be taken.

7.2 Alcohol or drugs at work

The consumption of alcohol or drugs on company premises is explicitly forbidden. Alcohol or drugs should not be brought onto Canine Massage Therapy Centre premises or venues where Canine Massage Therapy Centre is working, under any circumstances. Any breach of this rule will result in disciplinary action being taken which is likely to result in summary dismissal.

7.3 Under the influence of alcohol or drugs at work

If an employee/Instructor is known to be, or strongly suspected of being, intoxicated by alcohol or drugs during working hours, arrangements will be made for them to be escorted from Canine Massage Therapy Centre premises immediately and arrangement made for their safe transport home. When the employee/Instructor has recovered, it may be necessary to take disciplinary action, which may include dismissal.

If an employee is known to be, or strongly suspected of being, suffering from the aftereffects of alcohol or drugs during working hours they will be assessed by the Director to ascertain if they are capable of performing their role to a satisfactory level. They may be asked to leave the premises (on all occasions if working in a Learner facing role) or to continue as normal.

7.4 Medication

Employees/Instructors taking drugs which have not been prescribed on medical grounds, or which are not recognised proprietary brands, will, in the absence of mitigating circumstances, be deemed to be committing an act of gross misconduct and will thus render themselves likely to be summarily dismissed as will any employee believed to be buying or selling drugs, or in possession of unlawful, non-prescription drugs.

- NOTIFICATION

Where a breach of our terms and conditions has occurred with regards to Alcohol or Substance abuse, CMTC may advise GATEHOUSE AWARDS of the misconduct of the student, or any other person associated with the Qualification or course, in their consideration of next steps relating to conduct and their continuation of qualification/course.

SPECIFIC HEALTH AND SAFETY REQUIREMENT FOR LEARNERS

From a Health and safety perspective, you have been given a dress code to observe during the practical sessions. This should also be observed during your externship.

You are asked to observe the following

You are responsible to ensure that your work area is kept clean and tidy

You are required to take reasonable care of your own well-being and that of your fellow Learners. You should make yourself aware of any safety notices relevant to the environment you are in

You may be required to muzzle a dog for the protection of yourself and those around you. It is your responsibility to make sure you have a full set of muzzles available to you from practical weekend two onwards. This is to comply with LANANC61, LANANC62, LANACTB1 & LANACTB2

Veterinary consent must be obtained on any dog you may use during your externship. You will be guided through this process as part of the course.

During the course UK Learners are covered by the Canine Massage Therapy Centres Insurance policy which covers you for all dogs you work with at the practical weekend and 12 case studies with 3 treatments on each case study and no more. Additional Learner insurance may be acquired from Balens Insurance at the Learners own cost.

Overseas Learners may require insurance issued by the Domicile country to allow them to work on dogs in their own country during this externship period.

Please note that although some dogs are suitable for massage table work, most dogs are treated on the floor. You will be taught how to risk assess for this and appropriate your treatment area accordingly in line with the dog's individual needs.

Any accidents or injuries should be reported in your observation book and Learner diary and reported immediately to your instructor.

MISCONDUCT, MALPRACTICE AND MALADMINISTRATION

(MMM.2027)

1. SCOPE

This policy describes how suspected or alleged incidents of misconduct, malpractice and/or maladministration are dealt with by Canine Massage Therapy Centre where there are reasonable grounds for suspicion or allegation.

This policy is designed to ensure that any such incidents are prevented where possible and thoroughly investigated with appropriate action taken where malpractice/maladministration is suspected or alleged.

CMTC will uphold the standards of Gatehouse Awards in delivery of their qualification in accordance with their Ofqual regualators.

2. RESPONSIBILITIES

This policy applies to all those who work for or contracted to undertake work, paid or unpaid, on behalf of Canine Massage Therapy Centre. This can include instructors, invigilators or assessors, associates, partners or sub-contractors. It also applies to all Learners.

3. DEFINITIONS

In law, misconduct is wrongful, improper, or unlawful conduct motivated by premeditated or intentional purpose or by obstinate indifference to the consequences of one's acts. Misconduct can be considered an unacceptable or improper behaviour.

Malpractice covers any deliberate actions, neglect, wrongdoing, misconduct or other practice that compromises, or could compromise the integrity of the training and/or assessment and validity of results. For example, the failure to maintain appropriate records or systems to the deliberate falsification of records to claim certificates.

Maladministration is any activity, neglect, default or other practice that results in the inefficient, dishonest or just bad administration or management which may or may not be deliberate. For example, breach of security or confidentiality of assessment materials including loss or theft, persistent mistakes and inaccurate learner records.

(if confirmed, the Learner may find they are expelled immediately)

Where the Learner has failed to follow the rules, policies or procedures they are likely to be issued with a formal warning.

HARASSMENT

Canine Massage Therapy Centre will not tolerate any form of harassment or bullying.

We intend that the Learning methodology programme, should provide an environment in which no one should feel threatened or intimidated.

Harassment is a discriminatory act and is also a criminal offence. In the main, it takes the form of unwanted behaviour by one person against another, such as

The test for such matters being treated as Harassment is that the behaviour is unwelcome, uninvited and unreciprocated.

In the case of Bullying, examples include

Action

If you encounter a problem of this nature, you must make the person concerned aware that you find the behaviour offensive. If you do not feel that you can address the person directly, you may want to address them in writing to the person concerned.

If this informal approach fails, or you believe the actions to be very serious, you should bring the matter to your Instructors. If possible, you should keep note/dates of the events which have taken place in order that a formal complaint can be investigated. A response will be issued to you within 14 working days.

Steps will be taken to separate you both by placing in a different group if possible.

You will not be victimised in bringing a complaint.

If the matter is found to be sufficiently serious, the instigator of the harassment or bullying will be struck off the programme of learning and fees will be forfeited.

If your complaint is against a member of the teaching staff, you can address your concerns to the Office Manager who will investigate fully within 14 working days.

Action will be undertaken in accordance with the CMTC and Gatehouse Awards (where applicable) Complaints procedure and will result in GATEHOUSE AWARDS action.

PLAGIARISM

The Canine Massage Therapy Centre is committed to ensuring the credibility of the Qualification and courses we deliver, along with upholding our responsibilities to Learners and our awarding organization, (GATEHOUSE AWARDS). Plagiarism amounts to falsification of work, and cheating will not be tolerated.

Plagiarism occurs when an author attempts to present as original existing or unacknowledged materials or ideas from another person, source or (in the case of self-plagiarism) their own work (PlagiarismAdvice.org). It is acknowledged that plagiarism isn't always intentional as it may be because of learner misunderstanding rather than direct intention.

Examples of plagiarism include:

Learners

Learners needing to use a scribe to enable them to complete the written elements of the learning outcomes will be required to take an additional verbal assessment to confirm their understanding of their written modules.

USE OF AI

You are expected to include a disclosure statement at the end of your module describing which AI tool you used and how you used it. For example, "ChatGPT was used to draft about 50 percent of this paper and to provide revision assistance. AI-produced content was edited for accuracy and style."

You must then continue to provide the relevant referencing in accordance with our suggested reading list and/or other material used in reaching your answer.

4. DEALING WITH MISCONDUCT, MALPRACTICE AND MALADMINISTRATION

Canine Massage Therapy Centre has appropriate systems and processes in place to identify and effectively deal with malpractice which include:

In a case of suspected misconduct, malpractice or maladministration Canine Massage Therapy Centre will review the information presented and decide whether it is appropriate to take no further action or to investigate. Canine Massage Therapy Centre will make an initial response in writing within 5 working days.

The fundamental principle of investigation is to conduct them in a fair, reasonable and legal manner, ensuring that all relevant information is considered without bias. Incidents will be investigated as follows:

Where investigations establish that misconduct/malpractice/maladministration has in fact occurred Canine Massage Therapy Centre will take appropriate action. Such actions will be proportionate to the gravity and scope of the occurrence and may include the following:

Everyone has the right to appeal where a case of misconduct, malpractice or maladministration has been upheld. Further details may be found within the Appeal policy.

*If this time needs to be extended the applicant will be advised stating a predicted reply date.

Canine Massage Therapy Centre record incidents of misconduct, malpractice and maladministration via a risk register to identify and monitor any recurrent issues or trends. Gatehouse Awards will be advised of all cases.

- ADVERSE EFFECT

Canine Massage Therapy Centre will take all reasonable steps to prevent any potential adverse effect to any incident that may arise. Where an incident brings the outcome of other results into serious question this would be considered a potential 'adverse effect' as other learners may be affected.

In such cases Canine Massage Therapy Centre will:

Examples of adverse effects

An act, omission, event, incident, or circumstance has an adverse effect if it: -

Canine Massage Therapy Centre will mitigate risks that have the potential to cause an adverse effect to learners. All incidents will be logged and maintained on Canine Massage Therapy Centre risk register to ensure the issue is highlighted managed and mitigated against.

Canine Massage Therapy Centre will inform where appropriate any malpractice/maladministration and adverse effects to the appropriate relevant parties including the awarding body Gatehouse Awards.

Learners found to be in serious breach of misconduct, or frequently warned of a lesser breach of misconduct, may find that they are dismissed from the Programme of Learning and forfeit all fees paid (outstanding fees being due immediately).

APPEALS POLICY (AP.2026)

This policy outlines how Canine Massage Therapy Centre deals with appeals. An appeal is defined as an application for a decision taken by Canine Massage Therapy Centre in relation to a learner to be overturned.

We are committed to providing a fair and transparent appeals service.

The policy applies to learners and Canine Massage Therapy Centre. Natalie Lenton, Director has the overall responsibility for ensuring that this policy is implemented.

Appeals from learners and/or sub contactors may be made in relation to a decision where we did not apply procedures consistently or those procedures were not followed properly and fairly, examples may include:

When submitting an appeal, the following supporting information is required, where applicable:

Appeals should be made as early as possible and must be made in writing within 4 weeks of the date of the event that the appeal refers to. As much detail, as possible should be submitted along with any supporting evidence available.

An initial response to appeals will normally be made within 5 working days, and the Director of Canine Massage Therapy Centre will appoint a representative of the company to conduct the investigation. The representative will not have had any involvement in the training and assessment process relating to the learner or service user and will be qualified to make a final decision.

A written response will be given to all reasonable written appeals (letter or email) within a maximum of 10* working days from the date of receipt of the appeal to either:

*If this time needs to be extended the applicant will be advised stating a predicted reply date.

Where a referral is made to GATEHOUSE AWARDS, we will take appropriate, preventative and/or corrective action to prevent re-occurrence as appropriate, such as:

Where the appeal relates to the outcome of assessment, we will ensure independent review any assessment evidence concerned.

Where an appeal against assessment brings the outcome of other results into serious question this would be considered a potential 'adverse effect' as other learners may be affected.

In such cases, we will ensure that:

Canine Massage Therapy Centre ensures that any actions are monitored through its internal reporting process. Trends are identified and action put in place to negate reoccurrence.

We record appeals via a risk register to identify and monitor any recurrent issues or trends and report to Gatehouse awards on appeals and complaints including the final outcome

This policy is reviewed regularly and updated annually or as and when required.

GATEHOUSE AWARDS CONTACT DETAILS -

Gatehouse Awards Ltd Unit G5, Woodhead House Woodhead Road Birstall WF17 9TD United Kingdom

Telephone Phone: +44 (0)1924 609250

COMPLAINTS (Including Compliments and Feedback) (Com.2026)

- SCOPE

Canine Massage Therapy Centre is are committed to providing a high-quality service to all our customers. We view complaints as an opportunity to learn and improve our services to customers as well as an opportunity to put things right for the person or organisation that has made the complaint.

Our aim is to ensure complaints are handled sensitively and speedily to enable us to:

A complaint is defined as an expression of dissatisfaction with a product or service delivered by us whether justified or not.

- RESPONSIBILITIES

Overall responsibility for this policy and its implementation lies with the Director Natalie Lenton.

- POLICY PRINCIPLES

Our policy principles are to:

- COMPLAINTS PROCEDURE

Canine Massage Therapy Centre will not normally investigate complaints which are received more than six months after the incident or occurrence took place.

Complaints can arrive through many different channels and may be received verbally, by phone, by email or in writing.

All complaints are required to be logged by Canine Massage Therapy Centre whether informal or formal. Reasonable complaints will be dealt with as below, if more time is needed the complainant will be advised.

Stage 1 - Informal Resolution

Stage 2 - Formal Complaint

If you are not satisfied with the outcome:

Stage 3 - Appeal or Escalation

If you remain dissatisfied after Stage 2:

GATEHOUSE AWARDS CONTACT DETAILS -

Gatehouse Awards Ltd Unit G5, Woodhead House Woodhead Road Birstall WF17 9TD United Kingdom

telephone Phone: +44 (0)1924 609250

- COMPLIMENTS AND FEEDBACK

We define a compliment as an expression of praise concerning a high level of service delivery and/or customer care received.

Acknowledgements will be sent within 5 working days of receipt in respect of all feedback and compliments.

Compliments and feedback which warrant a response will be replied to within 10 working days.

Compliments and feedback may be communicated internally and via social media networks if applicable to external stakeholders and partners and with the customer approval.

Canine Massage Therapy Centre records complaints and reviews these regularly to identify any trends which may have an impact upon other learners. Where a complaint is upheld, the impact on other learners is considered and action is taken to ensure learners are not disadvantaged.

Where it has been established that a complaint is valid, we will take appropriate action that will be proportionate to the gravity and scope of the occurrence. This will be documented at management meeting and added to the risk register.

This policy is reviewed regularly and updated annually or as and when required. Note: Links added should be validated by anyone looking to adopt this example policy

UNREASONABLE BEHAVIOUR

We are committed to dealing with all customers and members of the public fairly, impartially and in a proper and considerate manner. We do not normally limit the contact that customers or the public have with us, whether in person, by telephone, by email or on social media. However, we will not tolerate behaviour or communications that are unreasonable; by which we mean those behaviours or communications which are offensive, abusive or threatening, for example.

In addition, from time to time our staff may fall short of the expectations of our customers. This could be because we have failed, or been slow, to act; or it may be because a complainant's expectation of us goes beyond that which we can deliver. Occasionally, however, a complainant hinders our consideration of their complaints through their frequency of contact with us and exceptionally, we will take action to limit their contact.

We are unable to investigate a complaint if it's an anonymous complaint or if it's a legal obligation that we must fulfil although the complaint will be noted.

QUALITY ASSURANCE AND IMPROVEMENT POLICY (QA.2027)

1. POLICY STATEMENT

CMTC recognises that procedures for the protection of all participants on the courses and qualifications delivered by them, can only be effective if delivered within an organisational structure of the highest quality. CMTC therefore believes that the quality of service offered is best maintained and improved within the following Quality Framework.

2. QUALITY ASSURANCE OF CMTC COURSE AND QUALIFICATION DELIVERY

CMTC assures the quality of its operations through monitoring, review, and planning activities undertaken by all tutors/Instructors and administration staff by developing and agreeing a 2-year strategic plan, agreeing Self-Assessment procedures for staff and Learners and through staff Continued Professional Development (CPD)

CMTC is also responsible for

3. EDUCATIONAL QUALITY ASSURANCE

Aims:

In order to do this, CMTC will:

CMTC will ensure that

The paperwork for each Learner is being completed fully

Throughout the year, information, feedback and data is gathered from staff, learners and external stakeholders as part of the annual self-assessment process

The team will meet on a regular basis throughout the duration of the course to review the information and data gathered, identify key strengths and areas for development and make judgements about the quality of the provision.

4. THE QUALITY IMPROVEMENT CYCLE

In addition to the day-to-day Quality Assurance running of the provision, CMTC will review, at least bi-annually, to ensure that it continues to meet expectation and/or in the event of Statutory changes, will undertake to update its policies and procedures as soon as practically possible. This includes ensuring that the course outcome enables the learner to comply with industry regulation and to be conversant with current publications and imminent industry change.

Learners should be further assured by the monitoring and rigorous independent scrutiny by Gatehouse Awards of CMTC, to ensure that there is professional competence to deliver an Ofqual regulated Qualification to the highest standards

Learners will be advised of the existence of the Canine Massage Guild to ensure that they can continue to develop and grow even after they have completed the course.

SAFEGUARDING POLICY (SP.2027)

- SCOPE

This policy describes how Canine Massage Therapy Centre ensures that Safeguarding is implemented and complies with the law.

This policy is designed to help protect children and young people aged under 18 and vulnerable adults from any form of unacceptable behaviour including sexual misbehaviour, physical acts, inappropriate remarks, suggestive gestures, pictures, other materials, or other forms of abuse such as physical violence or bullying.

A vulnerable adult is a person "Who is or may be in need of community care services by reason of disability, age or illness; and is or may be unable to take care of or be unable to protect him or herself against significant harm or exploitation". This definition of an Adult covers all people aged 18 years or over.

- POLICY PRINCIPLES

All young and vulnerable people, regardless of age, ability, gender, race, religion, ethnic origin, social status or sexual orientation have the right to be protected from abuse. The rights, dignity and worth of all young people should always be respected. All allegations will be taken seriously and responded to quickly.

Those that deal with children, young people and vulnerable adults must:

- PROCEDURES

Canine Massage Therapy Centre ensures that Safeguarding is implemented and complies with the law and encourages the sharing of information with the Tutoring team if it feels that anyone in contact with the company should fall within the context of this legislation so that steps may be implemented to protect the individual.

- INFORMATION SHARING AND STORAGE

The Centre supports good practice in information sharing by offering clarity on when and how information can be shared legally and professionally, to achieve improved outcomes.

Any information regarding a Learners vulnerability is kept within the Tutorial team and not shared with anyone else other than with relevant authorities with the express permission of the individual to ensure that their safety is always maintained.

WHISTLEBLOWING (W.2027)

1. Purpose

The purpose of this policy is to:

2. Scope

This policy applies to anyone working for or with Canine Massage Therapy Centre including:

It covers concerns raised about the Centre's activities (or those acting on its behalf) in relation to the delivery, assessment, verification or certification of regulated qualifications, or other serious wrongdoing in the public interest.

3. What is whistleblowing?

"Whistleblowing" is the term used when someone raises a concern about wrongdoing, risk or malpractice which:

This policy does not cover matters of everyday complaints (e.g., dissatisfaction with teaching quality) unless they meet the criteria above; those should instead be handled under the Centre's normal complaints or grievance procedures.

4. Key principles

5. How to raise a concern

5.1 Internal routes

When raising a concern, you should provide as much of the following as is reasonably possible:

5.2 External reporting

If you feel Canine Massage Therapy Centre Ltd has not dealt with your concern, or you believe the concern falls outside the CMTC's remit, you may raise the matter with the awarding body Gatehouse Awards, or with Ofqual (where relevant). Ofqual's whistleblowing policy clarifies that you may make a disclosure to them if it relates to their regulatory remit.

6. Confidentiality and protection

7. Investigation and outcome

8. Governance, monitoring & review

10. Responsibilities

11. Communication and training