Through the implementation of the Learners Attendance and Punctuality Policy, the Management of APTECH INSTITUTE is committed to the following objectives:

• To demonstrate the Aptech Training Institute’s (APTECH) proactive keenness in inculcating punctuality as a habit amongst their learners.
• To ensure that the learners inculcate respect for the time and efforts of those associated with them as an important character trait which leads to their individual success in all paths of life.
• To avoid and completely do away with learning gaps due to absence of students which may also lead to waste of time and efforts of the trainers.
• To encourage and motivate learners to accomplish their goal of effective learning and attaining high level impact of the training attended by them.
• To meet the external requirements of i) Education and Training Quality Authority (BQA), Bahrain, Directorate of Vocational Reviews, and ii) Directorate of Institutes Affairs, Bahrain, Ministry of Labor and Social Development, to attain a minimum of 75% attendance of the learners in all training programs.
• To ensure that the punctuality of students is also reflected in their overall performance.

This policy applies to all trainees enrolled at, attending, or using Aptech classes and workshops whether through individual enrolment procedure or through a corporate who has sent him /her to attend the training at Aptech.

The trainers, academic staff, and administration staff is primarily responsible for making sure that the activities and operations of the organization are in consistence with the spirit of this policy.

This policy primarily states that

• We at Aptech encourage all learners to maintain 100% Attendance and Punctuality in all sessions. The benefits of doing so will be explained to the learners during the induction process on the first day of the training program.
• To encourage student attendance and punctuality, a student reward policy is in force, wherein overall outstanding performance, attendance and punctuality are the key criteria.
• The attendance and punctuality of learners will be constantly monitored and learners who arrive late by up to 15 minutes will be verbally requested by trainers to adhere to the session schedule. Such a lateness will be marked as L1 for the purpose of calculating punctuality of the learners.
• In case of lateness beyond 15 minutes, the learner will be verbally requested by the trainer to adhere to the schedule for the first time. In case of repeat instance of such lateness the learners will be given verbal warning, which will be recorded in the file and also in case of such consecutive lateness (2 times or more) or repeat lateness of 4 times or more will be reported to the employer via email and/or by phone.
• In case of a repetitive lateness the learner will also be counselled by the Academic Head/ General Manager with benefits of punctuality in the class.
• Absence in class for 3 consecutive classes will also be reported to the employer or the sponsor.
• Learners who are most punctual and have more than average performance will be intermittently rewarded and appreciated in front of peers to encourage others to follow the inculcate similar habit.
• The lateness and absence of learners will also be reflected in their overall performance in the following manner:

1.           Lateness from 5 – 15 minutes will be recorded as L1
2.           Lateness from 16 – 30 Minutes will be recorded as L2

                        III.          Lateness beyond 30 minutes will be recorded as L3

For calculation of the learners’ marks for attendance, which has 10% weightage in the overall internal performance, absence and lateness both will be considered (Overall Punctuality will be considered).

• The rewards for Attendance and Punctuality shall also be guided through the Aptech learners Rewards policy. 

• Learners Code of Conduct Policy
• Learners Support and Guidance policy
• Learners Reward Policy

Through the implementation of the Learners Support and Guidance policy, the Management of APTECH INSTITUTE is committed to the following objectives:

• To demonstrate the Aptech Training Institute’s (APTECH) proactive keenness in providing quality service to the learners. This policy ensures that learners are provided with all necessary support services during their training period at APTECH.
• To ensure that the learners are provided with necessary support services they need to assist them in successfully completing a qualification.  The policy also helps APTECH in achieving their goal of providing quality service.
• To encourage and motivate learners to accomplish their goal of effective learning and attaining high level impact of the training attended by them
• To support weak learners in order to support them in achieving high grades in the trainings
• To encourage high rates of attendance, punctuality and overall participation by learners.
• To meet the external requirements of i) Education and Training Quality Authority (BQA), Bahrain, Directorate of Vocational Reviews, and ii) Directorate of Institutes Affairs, Bahrain, Ministry of Labor and Social Development.

This policy applies to all trainees enrolled at, attending, or using Aptech classes and workshops whether through individual enrolment procedure or through a corporate who has sent him /her to attend the training at Aptech.

The trainers, academic staff, and administration staff is primarily responsible for making sure that the activities and operations of the organization are in consistence with the spirit of this policy, including trainers and trainees.

This policy primarily states that

• Effective and pro-active learning support is to be provided in case the learners need assistance in understanding concepts of the training.  Trainers shall be approachable to provide learning tutoring support in terms of after class discussions, extra lab and practice sessions, extra classes to ensure the learners are able to reach the learning goals.
• Learners shall be constantly asked about their comfort with the learning topics and in case of any support required the academic staff shall proactively ensure that all support is provided.
• Learners shall regularly be encouraged to maintain 100% attendance and punctuality through rewards policy. Learners are to be guided at the start of the training about importance of 100% attendance and punctuality to ensure all learners benefit the maximum from the sessions conducted.
• Learners shall also be provided with constant regular feedback on their performance by the trainer during the course of training. Trainers will also identify and help out learners in cases where more training session is needed.
• Learners are encouraged to take part in extra-curricular activities wherever possible.
• Learners shall be provided with an option of career counselling by taking an appointment with the Academic Head and/or the Career Counsellor. They can discuss career path and counselling relating to the training they are undergoing.
• Learners (Job seekers) shall also provide support for preparing resume and for applying for relevant jobs.
• In case of an unsuccessful attempt of an exam, Weak learners will be encouraged to re-appear for the exam with an option of availing full or partial refund to the extent approved by management, of the exam fee of further attempts, subject to clearing of such re-attempted exam.

•  Learners attendance and Punctuality policy
• Learners rewards Policy
• Special Learners Policy
• Learners Admissions Policy

Through the implementation of the Learners Support and Guidance policy, the Management of APTECH INSTITUTE is committed to the following objectives: 

• To demonstrate the Aptech Training Institute’s (APTECH) proactive keenness in continually improving quality of service to the learners and customers.
• To Make it easy and straightforward for learners and/or customers to make a complaint
• To Implement corrective action at the earliest for our learners in case of anything gone wrong
• To Keep the complainant informed of the progress of their complaint
• To Respond to complaints depending on the stage
• TO Seek to learn from complaints to improve future performance
• To Advise complainants of their right to appeal and how they can do this if they remain dissatisfied after their complaint has been through all the stages of the internal complaints procedure
• It must be recognized that student may not always like the outcome of their complaint but this policy aims to provide reassurance that a thorough investigation of the issues raised will be undertaken.

This policy applies to all learners enrolled at, attending, or using Aptech classes and workshops whether through individual enrolment procedure or through a corporate who has sent him /her to attend the training at Aptech.  This policy also applies to all our prospective learners and all customers who contact Aptech to request a service or is/are receiving a service from us.

 What is a complaint?

A complaint is when a student tells us that they are not happy with the agreed or expected level of service they have received or something we have done/not done and we have not put things right to their satisfaction.

Please note that if there is a complaint or disagreement about an examination result or external assessment, the relevant Awarding Organization’s appeal procedure will need to be used.  Aptech will provide advice in this respect.

Where a complaint concerns a more serious matter such as health and safety, equality and diversity, safeguarding and Prevent, it should always be dealt with formally (Stage 2).

 How can a complaint be made?

Any customer wishing to make a complaint can do so, by telephone, email, letter, feedback form, suggestion box, in person. Every assistance will be offered to any person requiring support to make a complaint. It is helpful if the person making the complaint (i.e. the complainant) can give us as much information as possible.

A complaint can be received by any member of staff who will either:

Pass the information to the Academic Head, so that it may be handled in line with this policy.

 Key responsibilities:

• Academic head (including senior managers) of Aptech have overall responsibility for ensuring good customer service and that the process outlined below is followed.
• All members of staff are required to comply with this policy.
• All members of staff who deal with any student’s complaint are bound by data protection and confidentiality will be respected.
• Academic head has overall responsibilities for the recording and general management of the complaints handling procedure and will report directly to the General Manager.
• Academic head will analyze all complaints, identifying any patterns, and prepare report and recommendations for the General Manager.

• Complaints of a minor / more straightforward nature should be raised quickly with the person responsible with the aim of resolving the problem directly and informally. Aptech believes that the majority of complaints are capable of being resolved at this stage (Stage 1) within a period of 5 working days.
• In the first instance, a person wishing to make a complaint may be asked to speak to a member of staff or one of the managers (Academic Head or Marketing manager).
• If at the end of Stage 1, the complainant/s is still unsatisfied with the decision, the complainant should follow Stage 2 of the procedure outlined below. 

• Formal complaints will be dealt with in a sympathetic way, respecting the dignity of all concerned. The procedure for addressing a formal complaint is as follows:

  • Formal complaints are to be submitted in writing letter or student might put letter in the suggestion box. Where submitting a written statement, it should state clearly “Complaint” in the subject/heading.
  • If a complaint is made by a student, a member of Aptech staff may document the complaint on their behalf but the complainant must read the document thoroughly and sign it as an accurate record of their concerns. The role of the member of staff is strictly limited to setting down the complaint clearly and does not extend to offering advice or judgement.
  • Where the topic of the complaint is a single event or an event which culminated a series of contributory matters. The complaint should be submitted within 10 working days of an alleged incident occurring.
  • The complaint statement will form the basis of an investigation and should therefore be completed clearly and with as much detail as possible.
  • The complaint is submitted to the Academic Head who will log the complaint, keeping a copy of the complaint letter and where necessary, allocate the complaint to the appropriate person. The appropriate person may be:

  o   Trainer

  o   Academic Head

  o   A member of the Marketing Team

  o   Office boy

  o   The Marketing Executive, where a manager is involved

  o   Senior Manager, where the Chief Executive is involved and/or in the case of an appeal against a Stage 2 outcome.

  • The complaint will be acknowledged in writing within 5 working days of being received.
  • The member of staff handling the complaint will investigate the matter within 20 working days. This may include speaking with the complainant to clarify their statement if it is unclear.
  • Where the complaint is found to be valid, the ‘Investigator’ will recommend any further action thought necessary related to the complaint including, where appropriate, reference to an apprentice’s employer.
  • The ‘Investigator’ will produce a written outcome on the complaint within 3 working days of the investigation being completed.
  • A copy of the outcome will be sent to the complainant, to the person about whom the complaint was made (where applicable) and the Academic Head, where they have not been the ‘Investigator’.
  • Where the complaint was found to be of a Safeguarding nature, the Safeguarding Manager will keep a record in the Safeguarding folder. The Academic Head will be notified of this so that the complaint log may be updated with the outcome. 

• If the complaint cannot be resolved to the satisfaction of the complainant at the formal stage, they may appeal in writing within 5 working days stating the reasons for their appeal. The complainant will be informed of the person who they are required to appeal to (General Manager / Managing Director) when the Stage 2 outcome has been given.

  The General Manager / Managing Director will review the original complaint, the investigation findings and the outcome and may choose to carry out further investigations where they deem it necessary within 20 working days from receipt of the Appeal.

  The General Manager / Managing Director will produce a written judgement on the complaint within 3 working days of the review and subsequent investigations being completed. This decision is final except where related to a funded program.

• All complaints will be logged and analyzed by the Academic Head to establish whether any patterns or trends are evident which might suggest improvements. Aptech will correct any adverse trends which can be established.

  Documentation relating to formal complaints will be retained securely for a maximum of 5 years

  The timescales within this document are provided as a guide only and it may not always be possible to work within them due to a number of variable factors such as the complexity of the complaint or the availability of relevant persons. Where timescales cannot be met, the complainant will be notified of the reasons for delay and an estimated timescale for response.

Privacy and confidentiality will be maintained in the handling of complaints except where disclosure is necessary to investigate and progress the complaint. It is Aptech expectation that any documentation generated by a complaint will be respected by all parties and treated as confidential.

• Student Code of Conduct
• Learners Admission policy