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Abacus International Training & Consultancy accepts its responsibility to make safe our Students, workers, clients, associates, and also our overall surroundings. We have set HSE standards for our organization to handle any problem that might occur. We try to achieve our goal of zero accidents, with no lost time or reportable injuries, no environmental incidents, or damage to property. We continuously protect our public and employees and improve their safety conditions because our long term success will be the result of protecting the environment in which they work and progress.

  

  1. Our policy is to:

Set certain goals through which we can ensure public and environmental safety as well as the economic stability of our Students & workers. We provide a safe working environment with the latest safety equipment, a safe work system, and skills which are coupled with a higher level of professional training that ensures the safety of employees in job areas. We are thus meeting the needs of both current customers and employees and also those of the future. For this we keep abreast of future trends and techniques.

We appreciate initiative, respect privacy rules and ensure the health and safety of employees by implementing measures that are both professional and conducive to a positive working atmosphere.

  1. We at Abacus International are committed to:

Our commitment is to integrate our policy at all organizational levels. This will be affected by assigning certain roles to Management and by acquiring the support of our employees and working groups. Our strongest commitment is to protect employees, customers, the environment and third parties, that only by improving standards of health and safety in our work place and environment can us flourish and progress.

This policy is supported by all stakeholders and is validated by the top management who are all involved and committed. We ensure that it is communicated and adhered to from the top level to shop floor workers and that it will be visibly displayed at selected high-visible locations in our workplace and facilities.

  1. Purpose

 Abacus International Training & Consultancy is committed to providing an excellent education and high quality services to our students from enrolment to completion of course. We value complaints and use information learnt from them to help us improve the student experience. If something goes wrong or you are dissatisfied with what we are providing, please tell us – you should feel free to raise matters of concern without risk of disadvantage. This leaflet describes our complaint procedure and how to make a complaint.

  1. What is a complaint?

We regard a complaint as any expression of dissatisfaction about our action or lack of action, or about the standard of service provided by us or on our behalf.

  1. What can I complain about?
  • You can complain about things like:
  • The quality and standard of any service we provide
  • Failure to provide a service
  • The quality of our facilities or learning resources
  • Unfair treatment or inappropriate behavior by a student or staff member.
  • The failure of the Institute to follow an appropriate administrative process
  • Dissatisfaction with Institutes policies

Your complaint may involve more than one aspect of the above, more than one department, or be about someone working on our behalf.

  1. What can’t I complain about?

There are some things we can’t deal with through our complaint handling procedure. These include:

  • a routine, first-time request for a service
  • a request under Freedom of Information or Data Protection legislation
  • a request for information or an explanation of policy or practice
  • an appeal about an academic decision on assessment or admission
  • an issue which is being, or has been, considered by a court or tribunal
  • An attempt to have a complaint reconsidered where we have already given our final decision following an investigation.

We will not normally treat information received through routine feedback mechanisms – such as responses to questionnaires – as complaints.

If other procedures or rights of appeal may help you resolve your concerns, we will give information and advice to help you.

  1. Who can complain?

Anyone who receives, requests or is directly affected by the services of the company can make a complaint to us. We encourage anyone with a complaint to approach us directly, but can accept a complaint made on your behalf provided you give us your clear written authority to liaise with your representative, and provided you also give them clear authority to act on your behalf.

  1. How do I complain?

You can complain in person, by phone, in writing, or by email. It is easier for us to resolve complaints if you raise them as soon as you become aware of the issue, and directly to the service concerned. Please talk to a member of staff within the department you are complaining about so that they can try to resolve any problems on the spot.

  • When complaining, tell us:
  • your full name, candidate number and email address
  • as much as you can about the complaint
  • what has gone wrong
  • How you would like us to resolve the matter
  1. Is there a time limit for making a complaint?

Normally, you must make your complaint within 10 working days of:

  • The issue arising, or finding out that you have a reason to complain.

In exceptional circumstances, we may be able to accept a complaint after the time limit. If you feel that the time limit should not apply to your complaint, please explain us why.

  1. What will happen if I complain?

Our complaint procedure has two stages:

Stage 1 – Front-line Resolution

We aim to resolve complaints quickly and close to where we provided the service. This could mean an on-the- spot apology and explanation if something has clearly gone wrong and immediate action to resolve the problem. Where possible, you should raise your concerns with the relevant staff member. This can be done face-to-face, by phone, in writing or by email.

We will give you our decision at Stage 1 within five working days, unless there are exceptional circumstances. If you are not satisfied with the response we give at this stage, we will tell you what you can do next. If you choose to, you can take your complaint to Stage 2 of the complaint procedure. You may choose to do this immediately or shortly after you get our initial decision.

Stage 2 – Complaint Investigation

Stage 2 deals with two types of complaint: those that have not been resolved at Stage 1 and those that are complex and require detailed investigation. We have a complaint form, which will help you to state your complaint clearly to us. Although we will also accept complaints that are made in person or on the phone, we encourage you to complete the complaint form in the interests of clarity and in order to best assist the investigation process. The complaint form and any supporting documents will be seen by the person investigating your complaint, by anyone named in the complaint and by relevant staff in the department(s) being complained about.

When using Stage 2 we will:

  • Acknowledge receipt of your complaint within three working days and tell you who is dealing with your complaint
  • Give you a full response to the complaint as soon as possible and within 10 working days. If our investigation will take longer than 20 working days, we will tell you. We will agree revised time limits with you and keep you updated on progress.

If you have relevant documentary evidence to support your complaint, it should be submitted with the complaint form. Evidence submitted should be as concise as possible and relevant to the complaint. Unreasonable quantities of evidence or evidence which is deemed not to be relevant to your complaint may not be considered. Investigation of your complaint will not commence until you confirm that your supporting documentation is complete.

Once the complaint form is filled and signed should be submitted by email to info@abacus-int.com or by post to: “Abacus International, Quality Assurance Department, Building Number 9, Haq Bahoo Street, Judicial Colony Phase 1, Raiwind Road, near Thokar Niaz Baig, Lahore 53700 Pakistan. Ph: 04235291300”

  1. What if I’m still dissatisfied?

All NEBOSH students are able to appeal directly to NEBOSH by emailing info@nebosh.org.uk should they be unsatisfied with the outcome of the Abacus International.

  1. Purpose

The purpose of this policy is to define Abacus International’s terms and conditions relating to candidate course deferments and fees refunds. This policy adheres to the requirements of Tuition Assurance and related legislative instruments.

  1. Policy Statement

Abacus International provides clear and accurate information relating to deferment and refunds of course fees prior to, during and after enrolment, to all candidates and prospective candidates to ensure full disclosure via, but not limited to; the Abacus International website and refund and deferment policy document available at Abacus International.

  1. Principles

This policy adheres to the principles of student rights, natural justice and ethical marketing and business practices.

  1. Scope

This policy applies to all new and existing enrolments at Abacus International training program and the candidates and/or employers who are accepting responsibility for the fees payable to Abacus International. This policy should be read in conjunction with the declaration made at the time of enrolment, as it forms the initial agreement between Abacus International and the candidate and his/her employer where applicable.

  1. Policy

5.1 Withdrawal and cancellation of enrolment

In all cases, candidates intending to withdraw from a course and seek a refund of fees should notify Abacus International in writing using the Abacus International’s “Refund Request Form”. Abacus International may cancel a candidate’s enrolment and provide a full or partial refund due to ‘candidate default’ or in some rare circumstances ‘provider default’.

5.1.1 Candidate default

Candidate default occurs when the candidate has broken the terms of the “Rules, Terms and Conditions” written agreement with Abacus International including the following circumstances:

  • The candidate withdraws from the course (either before or after the agreed starting day as specified).
  • The candidate fails to commence the course due to not meeting any applicable conditions of course entry
  • The candidate fails to commence the course on the agreed starting day without a valid reason
  • The candidate fails to pay an amount payable to Abacus International by the due date specified
  • Serious misbehavior or misconduct by the candidate (Refer to the Student “Rules, Terms and Conditions”)

5.1.2 Provider default

Provider default occurs when Abacus International has broken the terms of the written agreement with the candidate, including but not limited to the following circumstances:

  • Abacus International fails to start providing the course to the candidate at the agreed location on the agreed starting day
  • After the course starts but before it is completed, Abacus International ceases to provide the course to the candidate at the agreed location (in the same city or town)
  • In the unlikely event that Abacus International defaults, an alternative training option may be offered to the candidate. The candidate is entitled to accept this offer or decline

5.1.3 Cancellation of enrolment due to candidate (or employer) failure to pay fees

If fees payable are not received by the due date, the candidate will be notified in writing and will be given a reasonable time duration (from the date of notification) in which time payment must be made. Failure to do so will result in cancellation of enrolment.

5.2. Refund and deferment

Abacus International supports the right of candidates to request a refund deferment of course and examination registration fees in certain circumstances. This policy applies to all refund and deferment for any course and examination. All applications for refund should be made in writing via Abacus International’s Refund Request form and submitted to the office by hand or via email to mailto:info@abacus-int.com.

A withdrawal form and refund request form will only be supplied at the request of the candidate. Only once the fully and correctly completed withdrawal and refund form has been received in writing by Abacus International, will the candidate be withdrawn from the course and refund processed (if applicable). The candidate will be notified via email of the outcome of their request(s).

All discounts/rebates/waiver that the student was entitled to shall be forfeited and all outstanding fees have to be paid prior to withdrawal. This includes all non-tuition fees that were waived at point of registration. A valid refund will be made within 30 working days of the submission of refund request form.

5.2.1. Full refunds

  • All classes are subject to cancellation for insufficient enrolment. If this occurs, we will contact student as soon as we can, following our cancellation decision, so student can enroll in another available class or be reimbursed for full.
  • In the event that Abacus International ‘provider defaults’ and is unable to deliver the agreed course, a full refund of fees will be made
  • In the event that (provable) illness prevents a candidate from commencing the course as enrolled, a full refund will be made
  • In the event that (provable) illness of a close family member of the candidate (parent, sibling, spouse or child) prevents them from commencing the course, a full refund will be made.
  • Refunds in above circumstances are not automatic, they must be applied for and are at the discretion of Abacus International.

5.2.2. Partial refunds

  • Where the candidate, after completing the registration process, but before completing the enrolment and pre-training review process, seeks a refund of course fees, a refund will be made, less an account activation fee as follows:
  • Withdrawal from a class made before seven (7) days prior to the class starting date will cost 5% processing fee of total standard course(s) fee, withdrawal made at least seven (7) days prior to the class starting date will cost a 10% processing fee of total standard course fee, withdrawal made less than seven (7) days prior to class starting date or during the class will receive a prorated refund, which will include at least the cost of total classes attended plus a 15% processing fee of total course fee.
  • Withdrawal after registration with any international Awarding Body, refund will be dealt as per the policy of Awarding Body after deducting our processing and services fee.
  • Withdrawal made after complete classes but before exam due to either of internal or external factors, a fee of 60,000 PKR shall be charged.
  • (For Internal Candidates) 20% of standard fee shall be charged when a re-sit learner withdraw after appearing in mock exam whereas in case of intimation before mock exam the fee charged shall be 10% of standard.
  • (For External Candidates) 40% of standard fee shall be charged when a re-sit learner withdraw after appearing in mock exam whereas in case of intimation before mock exam the fee charged shall be 30% of standard.
  • For external students appearing in IG1 exam are required to pass Mock-ups to get registered in final exam. In case of failure in first attempt of mock-ups, a fee of Rs.5000/- (ongoing) shall be charged for again attempt.

5.2.3. Deferment of course

  • Fee can be deferred to any future course dates; future course fee will be charged as per latest schedule of fee. 5% of standard course fee shall be charged in case of deferment (at least 7 days prior to session)
  • If a learner first defer and then withdraw from the deferred session, the deferment charges (5% for deferment in last session) and refund policy (at that time) shall be applied.
  • Student have to fill and sign the Refund and Deferment Form to be eligible for valid refund and deferment

Please click here for refund / deferment form.

Abacus International Training & Consultancy has a policy of protecting the rights and privacy of Students, employees, individuals, voluntary staff, contractors, and organizations that come into contact with Abacus International in order to carry on our work and share personal information according to the applicable data protection law. Any breach of the applicable law or the company’s data protection policy is considered to be an offence and in that event, disciplinary procedures will apply. It is our policy to comply with all applicable private and data protection laws.

1. Collection Limitation, Use and Disclosure of Personal Information

  • We only collect information that we need for a specific purpose and will not exceed the purpose for which it is collected and we will ensure that appropriate technical and organizational measures shall be taken against unauthorized or unlawful processing of personal data and against accidental loss or destruction of data.
  • It is ensured that information shall be accurate and relevant and where necessary kept up to date.
  • Abacus International will not keep any information for longer than is necessary
  • We will not disclose any personal information in a manner inconsistent with the purposes for which it was originally collected, unless the individual has subsequently consented to the new use of their personal information.
  • Personal information will not be used for direct marketing purposes without giving the individual an opportunity to “opt-out”.

2. MANAGEMENT OF PERSONAL INFORMATION, ACCOUNTABILITY AND ENFORCEMENT:

  • ABACUS INTERNATIONAL will take all feasible steps to ensure that personal information is suitable for its intended use, complete, and, where necessary, kept up to date.
  • ABACUS INTERNATIONAL will ensure to take all practical measures to protect a student’s and the organization’s personal information from loss, misuse, unauthorized access or disclosure, alteration or destruction.
  • ABACUS INTERNATIONAL will not keep any information for longer than is necessary.
  • ABACUS INTERNATIONAL will assign responsibility to individuals within the company for compliance with laws and related policies and they will be accountable as well.
  • ABACUS INTERNATIONAL will provide internal controls for verifying compliance with laws and related policies and procedures.
  • ABACUS INTERNATIONAL will design a procedure for investigating and resolving problems associated with data protection and communicate this process to the individuals concerned.

3. ABACUS INTERNATIONAL Training & Consultancy will ensure the following steps for computer, email and fax security:

  • Only authorized personnel can access laptop or computer systems.
  • All Windows/Mac Operating Systems receive automatic updates and both firewalls and antivirus software are installed. .
  • Email content is encrypted or password protected.
  • Emails will be sent without revealing their addresses to others and will remain under checking when emails are sent to Groups and we will ensure the use of the BCC (blind carbon copy) option to protect data.
  • We will check fax numbers twice before sending a fax to ensure security and faxes will not be left unattended in our offices.
  • We make sure that we shred all sensitive waste and ensure the security of the workplace.
  • We will use strong passwords of at least 8 digits including upper and lower case and we will avoid unattended display screen equipment.

4. Measures for staff training and security:

ABACUS INTERNATIONAL will ensure that we:

  • Develop awareness about the Data Protection Policy so that staff knows exactly what we expect from them.
  • Allocate clear roles and responsibilities about data handling, recording and housekeeping as well as the locking and security of relevant allocated cupboards.
  • Know about advanced technologies and employees’ expected exposure to data protection.

Abacus International Training & Consultancy is pledged to eliminate all kind of discrimination and is committed to actively encourage harmony among all Students & personnel and make available equal opportunities to all Students & employees for training and achievement in all areas of the company’s activities and operations. Each Students & employee will be respected and their individuality held in regard so that they will be able to give their best because our aim is that our workforce will be truly representative of all sections of society.

 

  1. Discrimination:

It is our professional policy not to discriminate against Students, employees, partners, members, directors, clients or any lawful / unlawful visitors and third parties, without lawful cause, against any person, nor victimize or harass on grounds of:

  • Race or racial group (including colour, nationality and ethnic or national origins)
  • Sex (including marital, pregnancy, maternity or paternity) and gender
  • Religion or belief
  • Age
  • Disability

The purpose of this policy is to provide equality for all in our employment as well as for third parties and organizations with which Abacus International has a relationship. We discourage all forms of unlawful and unfair discrimination against anyone.

  1. Harassment:

Any act of physical, nonphysical, verbal or non-verbal communication and gesture to degrade and humiliate will not be tolerated as it is against the cultural norm of the organization.

Abacus International believes in justice and respect for all employees, whether part-time, full-time or temporary. With regard to the appointment of new personnel Abacus International believes in equal opportunities for everyone.

This will be made clear in the advertisement of new vacancies through published potential media. Candidates will be interviewed and appointed based on their expertise, qualifications and/or suitableness for the vacancy offered and questions relating to health or disability will not be asked at interview unless the particular job requires a specific level of fitness intrinsic to the role. Abacus International aims to fulfill the requirements of legislation intended to prevent unfair discrimination using the relevant regulatory criteria.

 

  1. We at Abacus International are committed to:
  • Creating an environment which will ensure that the contribution of all Students & workers will be respected and given value.
  • Giving every individual the right to access to a working environment that promotes dignity and respect to all.
  • No form of intimidation, bullying or harassment will be tolerated. Ensuring that individuals’ (Students, employees, contractors, visitors) and third party training, development and progression opportunities are available.
  • Reviewing all our employment practices and procedures to ensure fairness in provision of our services.
  • This policy is fully supported by senior management and is monitored and reviewed annually.

 

  1. Complaints of Discrimination:

Responsibility for implementation of this policy exists at all employment levels but specifically management will take reasonable steps for assurance of its implementation and will investigate and handle any complaint if it occurs.

Abacus International will take all complaints of discrimination, bullying and harassment seriously and any non-compliance with the policy could lead to serious disciplinary action for such misconduct by any Student, employees, partners, clients or other stakeholders. Complaints of harassment will be investigated according to the company complaint policy and the outcome will be communicated within a specific time to associated parties.

This policy is supported by all stakeholders and is validated by the management. We guarantee it will be communicated and adhered to at grass root level, as well as visibly displayed at selected high-visibility locations in our workplace and facilities.

  • No student is allowed to paste, exhibit, prepare or distribute any poster, leaflet, notice, pamphlet or handbill in the premises of Institute without prior permission from the Administration.
  • Any student aggrieved by any happening in the Institute shall lodge a complaint with the administration and not with any outside authority unless the administration permits him/her to do so.
  • Smoking in the premises is strictly prohibited.
  • Every student is required to be punctual in the class.
  • The Institute authorities can revise dues without any prior notice. This revision will be applicable to all students enrolled at that time or in future.
  • No student is allowed to leave the class without the permission of his/her tutor or until the class is over.
  • Any student misbehaving in the classroom, shall at once be reported to the administration by the tutor. The administration will take such action as he/she may deem proper. The tutor can recommend a penalty as well.
  • Any political or immoral activity is strictly prohibited in or around the premises of Institute.
  • A fine of Rs.200/- per lecture will be imposed if the student is absent from class without prior intimation to administration.
  • Private telephone calls of the students will not be entertained. However, an emergency message can be conveyed.
  • The Institute authorities reserve the right to revise any class schedule or to re-arrange the classes.
  • The Institute will not be responsible for loss of any mail/valuables sent to a student at the Institute’s address.
  • The Institute is not responsible for any loss/damage regarding the student’s belongings.
  • The Institute’s students, while parking the bikes/motor cars, are required to put proper lock on them. The Institute administration shall not be responsible for any loss on this account, whatsoever.
  • You are accepted into class in the order in which registrations are received. Payment must accompany the registration form in order to be processed and to confirm registrations.
  • Payment is due in full at the time of registrations. Any other payment arrangements must be made in advance directly with Institute. If for any reason payment did not accrue successfully and is not resolved in timely fashion, a student will be removed from class for unpaid balances.
  • All classes are subject to cancellation for insufficient enrollment. If this occurs, we will contact you as soon as we can, following our cancellation decision, so you can enroll in another available class or be reimbursed for full.
  • We reserve the right to remove students from a class for disruptive behavior.
  • Withdrawal from a class made at least seven (7) days prior to the class start date will cost a 10% processing fee of total standard course fee, withdrawal made less than seven (7) days prior to class start date or during the class will receive a prorated refund, which will include at least the cost of total classes attended plus a 15% processing fee of total course fee. 
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