STATEMENT OF COURTESY
The Central Atlantic University is committed to providing a high quality support service for all our users from initial enquiry through to certification.
What you can expect from The Central Atlantic University:
- Make the interests of candidates and other clients our priority
- Offer qualifications in the full range of subject areas provided by CAU, with appropriate national accreditation and international recognition
- Give prompt, helpful and friendly response to telephone and e-mail enquiries, normally within two working days
- Respond to written correspondence within seven working days, except requests for examination dates which we will prioritise according to the urgency of the appointment
- Provide regular news updates on our website to keep you informed of all our latest guidance in all areas
- Maintain full and accessible current information on our fees, and publish any changes according to the schedules set out in our literature
- Give professional and individual advice where appropriate when you seek clarification prior to your own or your candidates’ examination
- Support our teachers, candidates and centres through forward-looking syllabuses, publications and training
- Include clear and simple guidance notes in all our syllabuses and centre handbooks
- Notify candidates’ of examination dates and times at least three weeks before the examination dates
- Have confidential and secure procedures for storing questions, written papers and blank certificates
- Ensure that candidates have access to suitable local examination facilities
- Ensue that candidates are examined by highly trained professional examiners who undergo Enhanced Criminal Record Bureau checks
- Make an initial response to complaints within seven working days
- Dispatch confirmation of results to centres within the timeframes and through the methods announced in our syllabuses and supporting documents
- Respond to formal appeals at three levels as detailed in our syllabuses, with an independent opinion at the third level
- Spot check a sample of centres annually
- Immediately investigate allegations of malpractice in relation to our examination system
- Keep records of candidates’ achievements and respond to legitimate requests for these records
- Comply with the US Data Protection Act
- Comply with all current relevant statutory legislation
- Continue to ensure that we are committed to providing equality of opportunity and treatment for all, and that we will not unlawfully or unfairly discriminate directly or indirectly on the basis of gender, age, ethnic origin or disability in our dealings with candidates, their parents, teachers, examiners, representatives or stewards
- Provide our clients and customers with the opportunity to comment on all aspects of our service by contacting us at any time
- To provide high quality information and services
- To treat all customers and potential customers courteously at all times being fair, polite, respectful and professional, regardless of age, gender, race, religion, sexual orientation or disability
- To consult our customers regularly to obtain feedback on our services and to use that feedback positively
- To act promptly and efficiently in our dealings with customers, being clear about what action will be taken and when
- To adhere to quality and procedural guidelines – they exist to ensure good practice and are for the benefit of both customers and staff
- To ensure our staff are skilled, motivated and have at their disposal the resources to work to a high standard
To ensure that our staff adhere to our Code of Ethics which include customer focus, professionalism in all aspects of CAU’s work and commitment to CAU’s objectives
We ask CAU customers to :
- Abide by CAU’s policies and procedures.
- Give us feedback and inform us of any difficulties they experience, when they arise.
- Remember that CAU will not accept abusive language or threats to its staff and will take appropriate action where these occur.
- If you are unhappy with the service you receive let us know