TEFL ACCREDITATION
ALL THE TRUST WITHOUT THE COST
ITEFLOCA are the new players in a worn-out industry; trust us to give your students peace of mind and use the money saved to help them save in turn.
TEFL ACCREDITATION
Fair Pricing
Our pricing is transparent. You know from the start exactly what you'll pay for our services: a fixed initial fee, annual membership, and a 5-yearly re-accreditation.
Clear Standards
Our policies are transparent and publicly viewable. TEFL students can view exactly how we measure and validate the TEFL courses that we accredit.
Field Expertise
Our accreditors are qualified and experienced language teachers with in-depth knowledge of the TEFL industry. We know what teachers need to know and we make sure courses teach it.
OUR COMPLAINTS PROCEDURE
1. INTRODUCTION
ITEFLOCA is committed to maintaining high standards in TEFL course accreditation and ensuring fair treatment for all parties involved in our accreditation process. This policy outlines how complaints can be made and how they will be handled.
2. SCOPE OF POLICY
This policy covers:
2.1 Complaints from Course Providers:
- Concerns about the accreditation process
- Disagreements with accreditation decisions
- Issues with communication or service from ITEFLOCA
2.2 Complaints about Accredited Providers:
- Concerns from students or other stakeholders about an ITEFLOCA-accredited course
- Reports of non-compliance with accreditation standards
- Misrepresentation of accreditation status
2.3 Exclusions:
The following are not covered by this complaints procedure:
- Formal appeals against accreditation decisions (covered by separate Appeals Process)
- Contractual disputes (to be resolved through legal channels)
- Anonymous complaints (though these may be investigated at ITEFLOCA’s discretion)
3. PRINCIPLES
Our complaints handling is guided by the following principles:
- Accessibility: The complaints process should be easily accessible to all.
- Transparency: The procedure should be clear and well-communicated.
- Responsiveness: Complaints will be acknowledged promptly and handled in a timely manner.
- Objectivity: Complaints will be addressed in an impartial and equitable manner.
- Confidentiality: Information will be handled with appropriate confidentiality.
- Continuous Improvement: Feedback from complaints will be used to improve our processes.
4. COMPLAINTS PROCEDURE
4.1 Making a Complaint
Step 1: Informal Resolution
We encourage initial concerns to be raised informally with your main ITEFLOCA contact or by emailing accreditor@itefloca.com.
Step 2: Formal Complaint
If the concern cannot be resolved informally, a formal complaint should be submitted in writing to accreditor@itefloca.com with the subject line “FORMAL COMPLAINT” and include:
- Full name and contact details of the complainant
- Clear description of the complaint
- Copies of any relevant documentation or correspondence
- Desired outcome or resolution
- Date of submission
4.2 Complaint Handling Process
Step 1: Acknowledgment
ITEFLOCA will acknowledge receipt of the formal complaint within 5 business days.
Step 2: Investigation
A designated ITEFLOCA staff member not directly involved in the subject of the complaint will investigate the issues raised.
This may involve:
- Reviewing documentation and correspondence
- Interviewing relevant parties
- Consulting with other ITEFLOCA staff
- Examining course materials (where applicable)
Step 3: Resolution
Following investigation, ITEFLOCA will:
- Provide a written response within 15 business days
- Give a clear explanation of findings
- Outline any actions to be taken
- If more time is needed, provide an interim update and estimated timeline
Step 4: Appeal
If the complainant is not satisfied with the resolution, they may appeal to the Director of ITEFLOCA within 10 business days of receiving the response.
5. COMPLAINTS ABOUT ACCREDITED PROVIDERS
When a complaint is made about an ITEFLOCA-accredited provider:
- ITEFLOCA will determine if the complaint relates to compliance with accreditation standards.
- If relevant, ITEFLOCA will investigate while giving the provider an opportunity to respond.
- If standards violations are found, ITEFLOCA may:
- Require corrective actions within a specified timeframe
- Place the provider on probationary status
- Revoke accreditation in severe cases
We recommend that students first attempt to resolve complaints directly with the course provider through their internal complaints procedure before contacting ITEFLOCA.
6. MONITORING AND REPORTING
ITEFLOCA will:
- Maintain a log of all formal complaints
- Review complaints quarterly to identify patterns or systemic issues
- Use complaint data to improve accreditation processes
- Report anonymized complaint statistics to the ITEFLOCA management team
7. CONTACT INFORMATION
Complaints should be submitted to:
Email: accreditor@itefloca.com (with subject ‘Complaints’)
Website: www.itefloca.com