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Complaints & Appeals Policy

Effective Date: 8 January 2026

Last Updated: 23 June 2026

Complaints & Appeals Policy

The CPD Centre is committed to delivering high-quality professional training, consulting, advisory, research, and capacity development services.

We value feedback and regard complaints as opportunities to improve our services, systems, and client experience.

This Policy establishes a fair, transparent, and consistent process for managing complaints and appeals from participants, clients, partners, suppliers, and other stakeholders.

1. Purpose

The purpose of this Policy is to:

  • Ensure complaints are addressed fairly and promptly.

  • Provide stakeholders with a clear process for raising concerns.

  • Promote accountability and continuous improvement.

  • Support quality assurance and service excellence.

  • Ensure confidence in The CPD Centre's programmes and services.

2. Scope

This Policy applies to complaints and appeals relating to:

  • Training programmes

  • Workshops and seminars

  • Conferences and events

  • Online learning programmes

  • Assessments and examinations

  • Certification decisions

  • Consulting and advisory services

  • Administrative services

  • Staff conduct

  • Facilitator conduct

  • Customer service interactions

3. Guiding Principles

The CPD Centre shall ensure that all complaints and appeals are handled in accordance with the following principles:

Fairness

All complaints and appeals will be assessed objectively and impartially.

Confidentiality

Information will be treated confidentially and shared only with those involved in resolving the matter.

Timeliness

Complaints and appeals will be handled promptly and efficiently.

Transparency

Stakeholders will be informed of progress and outcomes.

Continuous Improvement

Feedback and complaints will be used to improve systems, services, and programme delivery.

4. What Is a Complaint?

A complaint is an expression of dissatisfaction regarding:

  • Service quality

  • Programme delivery

  • Administrative processes

  • Staff conduct

  • Facilitator conduct

  • Learning resources

  • Facilities

  • Technology platforms

  • Communication

  • Any other aspect of The CPD Centre's services

5. What Is an Appeal?

An appeal is a formal request for review of a decision made by The CPD Centre.

Appeals may relate to:

  • Assessment outcomes

  • Examination results

  • Certification decisions

  • Admission decisions

  • Programme participation decisions

  • Disciplinary decisions

6. Informal Resolution

Where appropriate, stakeholders are encouraged to raise concerns directly with the relevant programme coordinator, facilitator, consultant, or staff member.

Many issues can be resolved quickly through discussion and clarification.

7. Formal Complaint Procedure

Step 1: Submission

Complaints must be submitted in writing within fourteen (14) calendar days of the event giving rise to the complaint.

Complaints should include:

  • Name of complainant

  • Contact information

  • Description of the issue

  • Relevant dates

  • Supporting documentation where applicable

  • Desired outcome

Complaints may be submitted via:

Email: complaints@thecpdcentre.co.bw

Step 2: Acknowledgement

The CPD Centre will acknowledge receipt of the complaint within five (5) working days.

Step 3: Investigation

The complaint will be reviewed and investigated by the appropriate officer or management representative.

Additional information may be requested where necessary.

Step 4: Outcome

A written response will normally be provided within fourteen (14) working days of receiving all relevant information.

Where additional time is required, the complainant will be informed accordingly.

8. Appeals Procedure

Step 1: Submission

Appeals must be submitted in writing within fourteen (14) calendar days of the decision being communicated.

The appeal should clearly state:

  • The decision being appealed

  • Grounds for appeal

  • Supporting evidence

  • Desired outcome

Step 2: Independent Review

Appeals will be reviewed by a person or panel not directly involved in the original decision wherever reasonably possible.

Step 3: Final Decision

The outcome of the appeal shall be communicated in writing.

The decision of The CPD Centre following completion of the appeal process shall be final.

9. Anonymous Complaints

Anonymous complaints may be considered where sufficient information is provided to permit investigation.

However, anonymous complaints may limit The CPD Centre's ability to provide feedback on outcomes.

10. Malicious or Frivolous Complaints

The CPD Centre reserves the right to dismiss complaints or appeals that are:

  • Knowingly false

  • Malicious

  • Vexatious

  • Abusive

  • Repetitive without new evidence

11. Record Keeping

The CPD Centre will maintain records of complaints and appeals for quality assurance, monitoring, compliance, and continuous improvement purposes.

Information will be managed in accordance with applicable privacy and records management requirements.

12. Continuous Improvement

Complaint and appeal trends will be reviewed periodically to:

  • Improve programme quality

  • Strengthen customer service

  • Enhance operational effectiveness

  • Reduce recurring issues

  • Improve stakeholder satisfaction

13. Contact Us

For complaints, appeals, or further information, please contact:

The CPD Centre

Plot 135 Unit 10B

International Finance Park

Gaborone, Botswana

Telephone: (+267) 396 0934

Mobile/WhatsApp: (+267) 71 256 530

Email: complaints@thecpdcentre.co.bw

Website: www.thecpdcentre.co.bw

The CPD Centre

Building Capacity. Advancing Excellence. Transforming Performance.