Policy Statement

Policy Statement

Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. (PESS) is committed to delivering high-quality education, training, consultancy and assessment services that consistently meet the expectations of learners, employers, awarding organisations and other stakeholders. Quality is the foundation of our organisation and is embedded within every activity we undertake. PESS recognises that maintaining high standards of quality is essential for learner success, organisational growth and stakeholder confidence. Therefore, the organisation is committed to implementing an effective Quality Management System (QMS) that promotes excellence, accountability, fairness, transparency and continual improvement. Our Quality Management System supports the planning, delivery, monitoring and evaluation of all educational and business activities. It ensures that our qualifications, training programmes and support services are delivered professionally and consistently while complying with applicable legislation, awarding organisation requirements and recognised quality management principles. Quality assurance is the responsibility of every employee. All staff members, trainers, assessors, Internal Quality Assurers (IQAs), consultants, administrative personnel and managers are expected to understand and implement this policy within their respective roles. Through effective leadership, competent personnel and continuous improvement, PESS aims to maintain its reputation as a trusted provider of professional Health, Safety and Environmental education and consultancy services.

Purpose

The purpose of this policy is to establish a comprehensive framework for managing quality throughout Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd.

The policy provides guidance for planning, delivering, monitoring and continually improving education, training, assessment and organisational processes while ensuring compliance with awarding organisation requirements and recognised quality standards. Specifically, this policy aims to:

• establish a consistent Quality Management System throughout the organisation;
• promote high standards of teaching, learning and assessment;
• ensure fairness, consistency and transparency in all organisational activities;
• maintain compliance with legal, regulatory and awarding organisation requirements;
• promote learner achievement, satisfaction and progression;
• encourage continual improvement through monitoring and evaluation;
• support staff development and professional competence;
• strengthen stakeholder confidence in PESS qualifications and services; and
• protect the integrity and reputation of the organisation.

Scope

This policy applies to all operational activities undertaken by Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. The policy covers:

• Accredited qualifications;
• Professional training programmes;
• Short courses;
• Corporate training;
• Consultancy services;
• Online learning;
• Classroom learning;
• Workplace learning;
• Assessment and certification;
• Learner support services;
• Administrative functions; and
• Quality assurance activities.

This policy applies to:

• Chief Executive Officer (CEO);
• Centre Coordinator;
• Tutors, Trainers and Assessors;
• Internal Quality Assurers (IQAs);
• Administrative Staff;
• Consultants;
• Contractors;
• Learners; and
• Employers, where applicable.

Every individual working for or on behalf of PESS shall comply with the requirements of this policy.

Definitions

For the purposes of this policy, the following definitions apply: Quality Assurance (QA) is the systematic process of ensuring that education, training, assessment and organisational activities consistently meet established quality standards. Quality Management System (QMS) refers to the collection of policies, procedures, processes and resources used by PESS to manage and continually improve quality. Internal Quality Assurance (IQA) is the process of monitoring assessment decisions to ensure fairness, validity, reliability and consistency. Learner means any individual enrolled on a qualification, training programme or professional course delivered by PESS. Assessment refers to the process of measuring learner knowledge, skills and competence against specified learning outcomes and assessment criteria. Continual Improvement means the ongoing process of identifying opportunities to improve organisational performance, learner satisfaction and service quality.

Quality Principles

PESS has established the following quality principles to guide all organisational activities.

Learner Focus

Learners are at the centre of everything we do. We are committed to providing a supportive learning environment that encourages achievement, professional development and lifelong learning. We actively seek learner feedback to improve our services and ensure that training remains relevant, engaging and effective.

Leadership

Senior management demonstrates leadership by establishing quality objectives, providing appropriate resources and promoting a culture of professionalism, accountability and continual improvement. Management shall regularly review organisational performance to ensure quality objectives are achieved.

Professionalism

All employees are expected to demonstrate integrity, competence and ethical behaviour in the performance of their duties. Staff shall maintain professional standards, respect confidentiality and act in the best interests of learners and stakeholders.

Fairness and Equality

PESS is committed to providing equal opportunities for all learners and employees. Decisions relating to recruitment, assessment, learner support and certification shall be made fairly and without discrimination.

Evidence-Based Decision Making

Quality improvement decisions shall be based upon reliable information obtained through learner feedback, assessment data, internal audits, management reviews and other quality monitoring activities.

Continual Improvement

PESS recognises that quality is an ongoing process. We are committed to reviewing our systems, identifying opportunities for improvement and implementing corrective actions to enhance organisational performance and learner satisfaction.

Roles And Responsibilities

Maintaining quality is a shared responsibility throughout the organisation.

Chief Executive Officer (CEO)

The Chief Executive Officer provides strategic leadership for the Quality Management System and is responsible for approving quality policies, ensuring adequate resources are available, promoting continual improvement and monitoring organisational performance.

Centre Coordinator

The Centre Coordinator is responsible for coordinating the implementation of the Quality Management System, maintaining quality documentation, monitoring compliance with organisational policies and supporting quality assurance activities across all departments.

Tutors and Trainers

Trainers are responsible for delivering learning programmes in accordance with approved specifications, supporting learner development, maintaining accurate records and participating in quality assurance and Continuing Professional Development (CPD) activities.

Assessors

Assessors shall conduct assessments fairly, consistently and objectively. They are responsible for maintaining assessment records, providing constructive learner feedback and cooperating fully with Internal Quality Assurance activities.

Internal Quality Assurers (IQAs)

Internal Quality Assurers are responsible for monitoring assessment decisions, conducting sampling activities, supporting assessors, promoting standardisation and identifying opportunities for improvement within the assessment process.

Administrative Staff

Administrative staff support the Quality Management System by maintaining learner records, managing documentation, coordinating communications and ensuring that organisational records are accurate, secure and accessible. Learners Learners are expected to participate actively in their learning, comply with organisational policies, submit authentic work, provide constructive feedback and maintain professional standards of behaviour throughout their programme.

Quality Assurance Framework

PESS has established a comprehensive Quality Management System (QMS) to ensure that all education, training, assessment and support services are planned, delivered, monitored and continually improved. The Quality Management System provides a structured approach to managing quality across every department and promotes consistency in the delivery of services. The Quality Assurance Framework is based on the principle of continual improvement and includes regular monitoring, evaluation and review of organisational performance. The framework enables PESS to identify strengths, address weaknesses, minimise risks and implement improvement actions that enhance learner satisfaction and organisational effectiveness. The Quality Assurance Framework includes, but is not limited to:

• Internal Quality Assurance (IQA) activities.
• Internal audits.
• Learner and employer feedback.
• Staff performance reviews.
• Standardization meetings.
• Assessment monitoring.
• External Quality Assurance (EQA) activities.
• Corrective and Preventive Actions (CAPA).
• Management Review Meetings.
• Annual policy reviews.

The outcomes of these activities should be analyzed and used to support informed decision- making and continual improvement throughout the organisation.

Quality Monitoring And Compliance

PESS regularly monitors the effectiveness of its Quality Management System to ensure that organisational objectives are achieved and quality standards are maintained. Monitoring activities shall include the following:

• Learner achievement and completion rates.
• Learner satisfaction surveys.

• Employer and stakeholder feedback.
• Assessment decisions and IQA reports.
• Internal audit findings.
• External Quality Assurance reports.
• Staff performance and Continuing Professional Development (CPD).
• Complaints, appeals and malpractice investigations.
• Risk assessments and improvement plans.

Any non-conformities or areas requiring improvement shall be addressed through documented corrective actions. Progress against improvement actions shall be monitored and reviewed until satisfactory completion. Compliance with this policy is mandatory for all employees, consultants, contractors and individuals acting on behalf of PESS.

Continual Improvement

PESS is committed to creating a culture where continual improvement is an integral part of everyday practice. Improvement opportunities shall be identified through:

• Internal and external audits.
• Learner feedback.
• Employer feedback.
• Staff suggestions.
• Management Review Meetings.
• External Quality Assurance recommendations.
• Performance monitoring.
• Risk assessments.
• Changes in legislation or awarding organisation requirements.

Where opportunities for improvement are identified, action plans shall be developed, responsibilities assigned and progress monitored to ensure improvements are effectively implemented. The organisation encourages all employees to contribute ideas that improve quality, efficiency and learner experience.

Related Policies

This policy shall be read in conjunction with other policies within the PESS Quality Management System, including:

• PESS-POL-002 Internal Quality Assurance (IQA) Policy
• PESS-POL-003 Assessment Policy
• PESS-POL-004 Learner Appeals Policy
• PESS-POL-005 Learner Complaints Policy
• PESS-POL-006 Malpractice and Maladministration Policy
• PESS-POL-007 Recognition of Prior Learning (RPL) Policy
• PESS-POL-008 Reasonable Adjustments and Special Consideration Policy
• PESS-POL-009 Equality, Diversity and Inclusion Policy
• PESS-POL-010 Health and Safety Policy
• PESS-POL-011 Data Protection and Privacy Policy
• PESS-POL-012 Learner Recruitment and Admissions Policy
• PESS-POL-013 Staff Recruitment, Induction and Continuing Professional

Development (CPD) Policy

• PESS-POL-014 Document Control and Records Retention Policy
• PESS-POL-015 Conflict of Interest Policy

References

This policy has been developed with reference to recognised quality management principles and applicable requirements, including:

• ISO 9001:2015 – Quality Management Systems.
• Relevant Awarding Organisation Requirements.
• Qualification Specifications.
• Applicable National Legislation.
• PESS Quality Management System (QMS).
• Internal Policies and Procedures.

Policy Review

This policy shall be reviewed annually to ensure that it remains effective, current and aligned with organisational objectives, legislative requirements and awarding organisation expectations. An earlier review may be undertaken where:

• Changes in legislation occur.
• Awarding organisation issue revised requirements.
• Internal or external audit findings require policy updates.
• Organisational restructuring takes place.

• Significant risks or quality issues are identified.
• Senior Management determines that revision is necessary.

All revisions shall be approved by the Chief Executive Officer (CEO) before implementation.

DOCUMENT CONTROL

Field Details

Document Title Quality Assurance Policy

Organisation Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. (PESS)

Policy Reference PESS-POL-001

Department Quality Assurance

Original Issue Date 01 January 2023

Version 2.0

Current Version Date 05 June 2026

Next Review Date 04 June 2027

Document Status Approved

Classification Controlled Internal Document

VERSION HISTORY

Version Issue Date Description

1.0 01 January 2023 Initial issue of the Quality Assurance Policy. 2.0 05 June 2026 Policy reviewed and updated to strengthen the Quality Management System (QMS), support continual improvement and align with ISO 9001:2015 principles and recognised awarding organisation requirements.

REVIEW AND APPROVAL

This Quality Assurance Policy has been prepared by the Centre Coordinator and reviewed and approved by the Chief Executive Officer (CEO) of Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. The policy applies to all employees, tutors, trainers, assessors, Internal Quality Assurers (IQAs), consultants, contractors and learners associated with PESS.

Prepared By Position

Engr. Centre Administration Centre Coordinator

Reviewed and Approved By Position

Engr. Senior Management Chief Executive Officer (CEO)

End of Policy

Policy Statement

Policy Statement

Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. (PESS) is committed to maintaining an effective Internal Quality Assurance (IQA) system that promotes excellence in teaching, learning, assessment and certification. The organisation recognises that Internal Quality Assurance is fundamental to maintaining the credibility, consistency and integrity of all qualifications, professional training programmes and certification services delivered by PESS. The Internal Quality Assurance process provides confidence to learners, employers, awarding organisations and other stakeholders that assessment decisions are valid, reliable, fair, consistent and based upon sufficient evidence. Through an effective IQA system, PESS ensures that assessment practices are monitored, standardised and continually improved to maintain the highest standards of quality. Internal Quality Assurance forms an integral part of the PESS Quality Management System (QMS) and supports compliance with recognised awarding organisation requirements, ISO 9001:2015 Quality Management Principles and applicable legal and regulatory obligations. PESS is committed to creating a culture of continual improvement where quality assurance is regarded as a shared responsibility. All employees involved in the planning, delivery, assessment and verification of learning programmes shall actively contribute to maintaining quality standards and implementing improvement initiatives.

Purpose

The purpose of this policy is to establish a structured and transparent Internal Quality Assurance framework that ensures the quality and consistency of assessment practice throughout the organisation. The policy provides guidance for the planning, implementation, monitoring and review of Internal Quality Assurance activities while supporting compliance with recognised awarding organisation requirements and organisational quality standards.

The objectives of this policy are to:

• establish a consistent Internal Quality Assurance system throughout PESS;
• ensure assessment decisions are valid, reliable, fair and consistent;
• maintain confidence in qualifications and certification awarded through PESS;
• support assessors through monitoring, guidance and professional development;
• identify and manage risks associated with assessment activities;
• promote continual improvement in assessment practice;
• maintain compliance with awarding organisation requirements;
• enhance learner confidence in the assessment process; and
• protect the reputation and integrity of the organisation.

Scope

This policy applies to every qualification, professional training programme and assessment activity delivered by Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. The policy covers Internal Quality Assurance arrangements for:

• International qualifications.
• Professional development programmes.
• Occupational Health and Safety training.
• Environmental training.
• Fire Safety training.
• First Aid programmes.
• Corporate training.
• Online learning.
• Classroom learning.
• Workplace learning.
• Blended learning.
• Competency-based assessment.

The policy applies to:

• Chief Executive Officer (CEO);
• Centre Coordinator;
• Internal Quality Assurers (IQAs);
• Tutors, Trainers and Assessors;

• Administrative Staff;
• Consultants;
• Contractors involved in assessment activities; and
• Applicable learners.

Every individual involved in assessment activities shall comply with the requirements of this policy.

Definitions

The following definitions apply to this policy. Internal Quality Assurance (IQA) refers to the systematic process of monitoring assessment practice to ensure that assessment decisions are fair, valid, reliable, consistent and compliant with awarding organisation requirements. Internal Quality Assurer (IQA) is an appropriately competent individual responsible for monitoring assessment decisions, supporting assessors, conducting sampling activities and promoting continuous improvement. Assessment is the process of evaluating learner knowledge, skills and competence against specified learning outcomes and assessment criteria. Assessment Sampling is the review of selected learner work and assessment decisions to verify consistency and accuracy. Standardisation is the process through which assessors and IQAs discuss assessment practice to achieve consistent interpretation of assessment criteria. External Quality Assurance (EQA) is the process undertaken by an awarding organisation to evaluate the effectiveness of the centre’s quality assurance arrangements. Quality Management System (QMS) is the collection of policies, procedures and organisational processes used to manage and continually improve quality throughout PESS.

Internal Quality Assurance Principles

PESS has established the following principles to guide the operation of its Internal Quality

Assurance system

Learner-Centered Quality

• The learner remains at the centre of every quality assurance activity. Internal

Quality Assurance shall ensure that assessment practices support learner

achievement while maintaining fairness, consistency and academic integrity.

• Learners shall receive clear assessment guidance, constructive feedback and

equal opportunities to demonstrate achievement in accordance with qualification requirements.

Fairness and Consistency

• Assessment decisions shall be applied consistently across all qualifications,

assessors and delivery locations.

• Internal Quality Assurance activities shall ensure that assessment criteria are

interpreted consistently and that learners are assessed against the same standards regardless of assessor or delivery method.

Validity and Reliability

• Assessment decisions shall accurately reflect learner achievement and be

supported by sufficient, authentic and current evidence.

• Internal Quality Assurance activities shall verify that assessment methods are

appropriate for the qualification and that assessment evidence meets awarding organisation requirements.

Transparency

• Quality assurance arrangements shall be clearly communicated to staff and

learners.

• Assessment procedures, sampling arrangements, standardisation activities and

quality monitoring processes shall be documented and implemented consistently throughout the organisation.

Continual Improvement

• Internal Quality Assurance is an ongoing process rather than a single activity.

• PESS shall continually review assessment practice, analyse quality information,

implement corrective actions and identify opportunities to improve assessment quality, learner experience and organisational performance.

Roles And Responsibilities

Maintaining effective Internal Quality Assurance is a shared responsibility across the organisation.

Chief Executive Officer (CEO)

• The Chief Executive Officer provides strategic leadership for Internal Quality

Assurance by ensuring that appropriate resources, competent personnel and

effective governance arrangements are available to support quality assurance activities.

• The CEO approves organisational quality policies, review organisational

performance and promote continual improvement throughout PESS.

Centre Coordinator

• The Centre Coordinator is responsible for coordinating Internal Quality Assurance

activities across the organisation.

• Responsibilities include maintaining IQA documentation, scheduling quality

assurance activities, supporting communication between assessors and IQAs, monitoring implementation of this policy and reporting quality issues to senior management.

Internal Quality Assurers (IQAs)

• Internal Quality Assurers are responsible for monitoring assessment decisions

through planned sampling and verification activities.

• They shall support assessor development, conduct standardisation meetings,

maintain IQA records, identify opportunities for improvement and ensure that assessment decisions comply with awarding organisation requirements.

Tutors and Trainers

• Tutors and Trainers shall deliver learning programmes in accordance with approved

qualification specifications and support learners throughout the learning process.

• They shall cooperate fully with Internal Quality Assurance activities and participate

in professional development and standardisation meetings.

Assessors

• Assessors are responsible for conducting fair, objective and evidence-based

assessments.

• They should maintain accurate assessment records, provide constructive learner

feedback, participate in Internal Quality Assurance activities and implement improvement actions where required.

Administrative Staff

• Administrative staff support the Internal Quality Assurance process by maintaining

learner records, preparing documentation for internal and external audits, managing assessment records and ensuring that documentation is stored securely and confidentially. Learners

• Learners are expected to complete assessment activities honestly, submit

authentic work, participate in quality assurance activities where required and provide constructive feedback to support continual improvement.

Internal Quality Assurance Framework

PESS has established a structured Internal Quality Assurance (IQA) Framework to ensure that all assessment activities are planned, implemented, monitored and reviewed in a systematic and consistent manner. The framework supports the organisation’s commitment to maintaining high standards of assessment, learner achievement and regulatory compliance. The IQA Framework is designed to provide assurance that assessment decisions accurately reflect learner performance and comply with qualification requirements. It also provides a mechanism for identifying good practice, supporting assessor development and implementing improvements where necessary. The framework includes the following key activities:

• Risk-based assessment sampling.
• Internal verification of assessment decisions.
• Assessment observations.
• Standardisation meetings.
• Assessment record reviews.
• Learner feedback analysis.

• Assessor support and mentoring.
• Internal audits.
• External Quality Assurance (EQA) preparation.
• Corrective and Preventive Action (CAPA).

These activities operate throughout the learner journey to ensure quality is maintained from learner enrolment through to certification.

Internal Verification And Sampling

Internal verification is a key component of the PESS Quality Management System and is carried out to ensure that assessment decisions remain consistent, accurate and evidence based. Internal Quality Assurers shall develop an annual sampling strategy that reflects the level of risk associated with qualifications, assessors and learner groups. The sampling strategy may consider factors such as:

• Newly appointed assessors.
• Newly approved qualifications.
• High learner numbers.
• Complex assessment methods.
• Previous quality issues.
• External Quality Assurance recommendations.
• Changes to qualification requirements.

Sampling activities may include review of:

• Assessment plans.
• Learner evidence.
• Assessment decisions.
• Feedback provided to learners.
• Assessment documentation.
• Assessment records.

Where inconsistencies are identified, the Internal Quality Assurer shall provide guidance to the assessor and implement appropriate corrective actions.

Standardisation

PESS recognizes that regular standardization is essential to maintaining consistent assessment decisions across all programmes and assessors. Standardization meetings shall be organized throughout the year to:

• Review assessment practice.
• Discuss assessment challenges.
• Promote consistent interpretation of assessment criteria.
• Share examples of good practice.
• Discuss updates from awarding organizations.
• Identify staff development needs.

All assessors and Internal Quality Assurers are expected to participate in standardisation activities as part of their professional responsibilities. Records of attendance, discussions and agreed actions shall be maintained as evidence of continual quality improvement.

Monitoring And Compliance

PESS shall monitor the effectiveness of the Internal Quality Assurance system through planned quality assurance activities and regular management review. Monitoring should include:

• Review of IQA reports.
• Learner achievement rates.
• Assessment of completion rates.
• Learner satisfaction.
• Assessor performance.
• Internal audit findings.
• External Quality Assurance reports.
• Complaints and appeals.
• Staff Continuing Professional Development (CPD).

Any non-conformities identified through monitoring activities shall be investigated promptly. Corrective actions shall be implemented and monitored until satisfactory completion.

Compliance with this policy is mandatory for all employees involved in assessment and quality assurance activities.

External Quality Assurance (Eqa)

PESS fully supports External Quality Assurance activities undertaken by awarding organizations and regulatory bodies. The organisation shall:

• Cooperate fully with External Quality Assurers.
• Provide access to learner evidence and assessment records.
• Make available relevant policies, procedures and documentation.
• Respond promptly to External Quality Assurance reports.
• Implement agreed action plans within specified timescales.
• Monitor progress against recommendations until completion.

Findings from External Quality Assurance activities shall be incorporated into the organization’s continual improvement process.

Continual Improvement

Continual improvement is a fundamental principle of the PESS Quality Management System. The organisation shall regularly evaluate the effectiveness of Internal Quality Assurance activities through:

• Learner feedback.
• Employer feedback.
• Staff feedback.
• Internal audits.
• External Quality Assurance reports.
• Management Review Meetings.
• Performance indicators.
• Risk assessments.

Improvement opportunities shall be documented, prioritised and implemented through formal action plans. Progress shall be reviewed regularly to ensure improvements have achieved the desired outcomes. PESS encourages all staff to contribute ideas that enhance assessment quality, learner experience and organisational performance.

Related Policies

This policy shall be read alongside the following PESS policies:

• PESS-POL-001 Quality Assurance Policy.
• PESS-POL-003 Assessment Policy.
• PESS-POL-004 Learner Appeals Policy.
• PESS-POL-005 Learner Complaints Policy.
• PESS-POL-006 Malpractice and Maladministration Policy.
• PESS-POL-007 Recognition of Prior Learning (RPL) Policy.
• PESS-POL-008 Reasonable Adjustments and Special Consideration Policy.
• PESS-POL-009 Equality, Diversity and Inclusion Policy.
• PESS-POL-010 Health and Safety Policy.
• PESS-POL-011 Data Protection and Privacy Policy.
• PESS-POL-014 Document Control and Records Retention Policy.

References

This policy has been developed with reference to recognised quality management principles and applicable requirements, including:

• ISO 9001:2015 – Quality Management Systems.
• Relevant Awarding Organisation Requirements.
• Qualification Specifications.
• PESS Quality Management System (QMS).
• Applicable National Legislation.
• Internal Policies and Procedures.

Policy Review

This policy shall be reviewed annually to ensure it remains effective, current and aligned with organisational objectives, legislative requirements and awarding organisation expectations. An earlier review may be undertaken where:

• Legislation changes.
• Awarding organisation requirements are updated.
• Internal or external audit findings require amendments.
• Organisational restructuring takes place.
• Significant quality issues are identified.
• Senior Management determines that revision is necessary.

All amendments shall be reviewed and approved by the Chief Executive Officer (CEO) before implementation.

DOCUMENT CONTROL

Field Details

Document Title Internal Quality Assurance (IQA) Policy Organisation Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. (PESS)

Policy Reference PESS-POL-002

Department Academic & Quality Assurance

Original Issue Date 01 January 2023

Version 2.0

Current Version Date 05 June 2026

Next Review Date 04 June 2027

Document Status Approved

Classification Controlled Internal Document

VERSION HISTORY

Version Issue Date Description

1.0 01 January 2023 Initial issue of the Internal Quality Assurance (IQA) Policy. 2.0 05 June 2026 Policy reviewed and updated to strengthen Internal Quality

Assurance arrangements and

align with the PESS Quality Management System (QMS),

ISO 9001:2015 principles and

recognised awarding organisation requirements.

REVIEW AND APPROVAL

This Internal Quality Assurance (IQA) Policy has been prepared by the Centre Coordinator and reviewed and approved by the Chief Executive Officer (CEO). It forms part of the PESS Quality Management System and applies to all staff involved in teaching, assessment, internal verification and quality assurance activities.

Prepared By Position

Engr. Centre Administration Centre Coordinator

Reviewed and Approved By Position

Engr. Senior Management Chief Executive Officer (CEO)

End of Policy

Policy Statement

Policy Statement

Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. (PESS) is committed to maintaining a fair, transparent, valid and reliable assessment system that accurately measures learner achievement against approved learning outcomes and assessment criteria. Assessment is a fundamental component of the teaching and learning process and provides evidence that learners have successfully achieved the knowledge, skills and competencies required by the relevant qualification or training programme. PESS recognises that high-quality assessment protects the integrity of qualifications, enhances learner confidence and supports the credibility of the organisation. Every assessment decision shall be based upon sufficient, authentic and current evidence and shall be made objectively, without bias, discrimination or conflict of interest. The organisation is committed to implementing assessment practices that comply with recognised awarding organisation requirements, organisational procedures and applicable legislation. Assessment activities shall be supported by an effective Internal Quality Assurance (IQA) system to ensure that assessment decisions remain consistent, reliable and professionally managed. PESS believes that assessment should not only evaluate learner achievement but should also contribute to learning and professional development. Learners shall receive clear assessment guidance, constructive feedback and appropriate opportunities to demonstrate competence in a supportive learning environment.

Purpose

The purpose of this policy is to establish a comprehensive framework for planning, conducting, monitoring and reviewing assessment activities throughout Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. This policy supports the organisation’s commitment to delivering high-quality education and training by ensuring that assessment decisions are consistent, evidence-based and aligned with qualification requirements.

The objectives of this policy are to:

• establish consistent assessment practices across all qualifications and training

programmes;

• ensure assessment decisions are fair, valid, reliable and transparent;
• maintain the integrity and credibility of qualifications delivered by PESS;
• support assessors in carrying out professional and consistent assessment

activities;

• protect learner interests through fair assessment procedures;
• promote compliance with awarding organisation requirements;
• support effective Internal Quality Assurance (IQA);
• encourage continual improvement in assessment practice; and
• strengthen stakeholder confidence in the quality of assessment undertaken by

PESS.

Scope

This policy applies to every assessment activity undertaken by Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd., regardless of the delivery method or qualification type. The policy applies to:

• International qualifications.
• National qualifications.
• Professional development programmes.
• Occupational Health and Safety courses.
• Environmental programmes.
• Fire Safety training.
• First Aid programmes.
• Corporate training.
• Workplace competency assessments.
• Classroom learning.
• Online learning.
• Blended learning.

This policy applies to:

• Chief Executive Officer (CEO);
• Centre Coordinator;
• Tutors, Trainers and Assessors;
• Internal Quality Assurers (IQAs);
• Administrative Staff;
• Consultants involved in assessment activities; and
• Learners.

Every individual involved in assessment activities shall comply with the requirements of this policy.

Definitions

For this policy, the following definitions apply. Assessment refers to the process of evaluating learner knowledge, skills and competence against specified learning outcomes and assessment criteria. Assessor means a suitably qualified and competent individual responsible for assessing learner achievement and making assessment decisions. Internal Quality Assurance (IQA) is the systematic process used to monitor assessment practice and verify that assessment decisions are valid, reliable, fair and consistent. Assessment Evidence refers to the information collected to demonstrate that a learner has met the required assessment criteria. Recognition of Prior Learning (RPL) means the formal recognition of knowledge, skills or experience previously gained by a learner that may contribute towards a qualification. Standardisation is the process through which assessors and Internal Quality Assurers work together to achieve consistent interpretation and application of assessment criteria.

Assessment Principles

PESS has established the following principles to ensure that assessment activities are conducted professionally and consistently across the organisation. Validity: Assessment methods shall accurately measure the intended learning outcomes and assessment criteria. Assessments shall be appropriate for the qualification and capable of providing sufficient evidence of learner competence. Reliability: Assessment decisions shall remain consistent regardless of the assessor, assessment location or delivery method. Internal Quality Assurance activities shall support consistency through sampling, verification and standardisation. Fairness: Every learner shall receive equal opportunity to demonstrate achievement. Assessment shall be conducted without discrimination based on age, gender, disability, race, religion, nationality or any other protected characteristic. Where appropriate, reasonable adjustments shall be considered in accordance with the PESS Reasonable Adjustments and Special Consideration Policy. Transparency: Assessment requirements, assessment criteria, submission deadlines and grading arrangements shall be communicated clearly to learners before assessment activities commence. Learners shall understand how their work will be assessed and how assessment decisions are reached. Authenticity: Assessment evidence submitted by learners shall represent their own work unless collaborative activities are specifically permitted. PESS shall take appropriate action where plagiarism, collusion or other forms of academic misconduct are suspected. Confidentiality: Assessment records and learner information shall be treated confidentially and managed in accordance with the PESS Data Protection and Privacy Policy. Only authorised personnel shall have access to assessment documentation. Continual Improvement: Assessment practice shall be reviewed regularly to identify opportunities for improvement. Feedback from learners, assessors, Internal Quality Assurers and awarding organisations should be used to strengthen assessment quality and organisational performance.

Roles And Responsibilities

Maintaining high standards of assessment is a shared responsibility across the organisation.

Chief Executive Officer (CEO)

• The Chief Executive Officer provides strategic leadership for assessment quality

and should ensure that appropriate resources, competent personnel and effective governance arrangements are available to support assessment activities.

• The CEO shall approve assessment policies, monitor organisational performance

and promote continual improvement throughout PESS.

Centre Coordinator

• The Centre Coordinator is responsible for coordinating assessment activities

across the organisation.

• Responsibilities include maintaining assessment documentation, coordinating

assessment schedules, supporting assessors and Internal Quality Assurers, monitoring compliance with organisational policies and reporting assessment issues to senior management.

Tutors and Trainers

• Tutors and Trainers shall prepare learners for assessment by delivering learning

programmes in accordance with approved qualification specifications and organisational requirements.

• They should provide learners with clear guidance, appropriate learning resources

and ongoing academic support throughout the programme.

• Trainers shall also cooperate fully with assessment monitoring and Internal Quality

Assurance activities.

Assessors

Assessors play a critical role in maintaining the integrity of qualifications delivered by PESS. They shall:

• plan assessment activities effectively;
• assess learner performance objectively and consistently;
• apply assessment criteria accurately;
• provide timely, constructive and developmental feedback;
• maintain accurate assessment records;
• participate in standardisation activities;
• cooperate with Internal Quality Assurance sampling; and
• maintain confidentiality throughout the assessment process.

Internal Quality Assurers (IQAs)

• Internal Quality Assurers shall monitor assessment practice to ensure assessment

decisions remain fair, valid, reliable and consistent.

• Responsibilities include conducting sampling activities, supporting assessor

development, organising standardisation meetings, maintaining quality records and recommending improvement actions where necessary.

Administrative Staff

• Administrative staff support the assessment process by maintaining learner

records, managing assessment documentation, coordinating communications, preparing documentation for quality assurance activities and ensuring assessment records are securely stored. Learners

• Learners are expected to participate actively in the assessment process by

completing assessment activities honestly, submitting authentic work, meeting assessment deadlines and complying with organisational policies relating to assessment and academic integrity.

Assessment Planning

Effective assessment begins with careful planning. PESS should ensure that all assessment activities are planned before programme delivery to provide learners with a structured, transparent and fair assessment process. Assessment planning enables assessors to select appropriate assessment methods, allocate sufficient time for assessment activities and ensure that learning outcomes and assessment criteria are fully addressed. Assessment planning shall take into consideration:

• Qualification specifications and assessment requirements.
• Learning outcomes and assessment criteria.
• Learner needs and programme duration.
• Assessment methods and available resources.
• Assessment schedules and submission deadlines.
• Internal Quality Assurance (IQA) requirements.
• Reasonable adjustments where appropriate.
• Health and safety considerations during practical assessments.

At the beginning of each programme, learners shall receive clear information regarding assessment requirements, submission deadlines, grading arrangements and the evidence required to demonstrate competence. Assessment plans shall be reviewed periodically to ensure they remain appropriate, effective and aligned with awarding organisation requirements.

Assessment Methods

PESS recognizes that different qualifications require different methods of assessment. Assessment methods should therefore be appropriate for the learning outcomes being assessed and provide learners with a fair opportunity to demonstrate their knowledge, skills and competence. Assessment methods may include, but are not limited to:

• Written assignments.
• Practical demonstrations.
• Workplace observations.

• Professional discussions.
• Projects and research activities.
• Presentations.
• Case studies.
• Knowledge tests.
• Oral questioning.
• Portfolios of evidence.
• Reflective accounts.
• Simulated practical activities where permitted.

Assessors should ensure that assessment methods are applied consistently and that sufficient evidence is collected before making assessment decisions. Assessment evidence shall be Valid, Authentic, Current, Reliable and Sufficient. Where electronic assessment systems are used, appropriate controls shall be implemented to maintain security, confidentiality and academic integrity.

Assessment Decisions And Learner Feedback

Assessment decisions shall be based solely upon evidence that demonstrates learner achievement against the required assessment criteria. Personal opinions, assumptions or external influences shall not affect assessment decisions. Assessors shall ensure that every learner receives fair consideration and equal opportunity throughout the assessment process. Following assessment, learners shall receive constructive and developmental feedback that:

• Clearly explain the assessment decision.
• Identifies strengths within the submitted work.
• Highlights areas require improvement.
• Provides guidance for future development.
• Explain any reassessment opportunities where appropriate.

Feedback shall be provided within reasonable timescales and recorded as part of the learner’s assessment record. Constructive feedback is considered an essential part of the learning process and shall support learner confidence and continuous development.

Reassessment, Resubmission And Academic Integrity

Where learners have not successfully achieved the required assessment criteria, reassessment or resubmission opportunities may be provided in accordance with the relevant awarding organisation requirements and organisational procedures. Reassessment shall:

• Be fair and consistent.
• Follow approved organisational procedures.
• Maintain the integrity of the qualification.
• Be appropriately documented.
• Be subject to Internal Quality Assurance where required.

PESS expects every learner to maintain the highest standards of academic honesty. Learners shall submit work that is entirely their own unless collaborative activities have been specifically authorized. Academic misconduct includes, but is not limited to:

• Plagiarism.
• Collusion.
• Impersonation.
• Fabrication of evidence.
• Unauthorised use of artificial intelligence where prohibited by the awarding

organisation.

• Any attempt to gain an unfair assessment advantage.

Suspected academic misconduct shall be investigated in accordance with the PESS Malpractice and Maladministration Policy.

Assessment Records And Confidentiality

Accurate assessment records are essential for demonstrating compliance, supporting quality assurance and protecting the integrity of qualifications. PESS shall maintain comprehensive assessment records including:

• Assessment plans.
• Learner submissions.
• Assessment decisions.

• Assessment feedback.
• Internal Quality Assurance records.
• Assessment correspondence.
• Assessment outcome records.

Assessment records shall be:

• Accurate.
• Complete.
• Secure.
• Confidential.
• Easily retrievable.
• Protected against unauthorised access.

Records shall be retained in accordance with the PESS Document Control and Records Retention Policy and applicable awarding organisation requirements.

Monitoring And Compliance

The effectiveness of assessment activities should be monitored through the PESS Quality Management System to ensure continual compliance and improvement. Monitoring activities shall include:

• Internal Quality Assurance sampling.
• Assessment observations.
• Standardisation meetings.
• Internal audits.
• Learner satisfaction surveys.
• Employer feedback where appropriate.
• External Quality Assurance reports.
• Management Review Meetings.
• Performance monitoring and trend analysis.

Where weaknesses or non-conformities are identified, appropriate corrective and preventive actions shall be implemented. Assessment practices shall be reviewed regularly to ensure they remain effective, compliant and aligned with organisational objectives.

Related Policies

This policy shall be read in conjunction with the following PESS policies:

• PESS-POL-001 Quality Assurance Policy.
• PESS-POL-002 Internal Quality Assurance (IQA) Policy.
• PESS-POL-004 Learner Appeals Policy.
• PESS-POL-005 Learner Complaints Policy.
• PESS-POL-006 Malpractice and Maladministration Policy.
• PESS-POL-007 Recognition of Prior Learning (RPL) Policy.
• PESS-POL-008 Reasonable Adjustments and Special Consideration Policy.
• PESS-POL-009 Equality, Diversity and Inclusion Policy.
• PESS-POL-010 Health and Safety Policy.
• PESS-POL-011 Data Protection and Privacy Policy.
• PESS-POL-014 Document Control and Records Retention Policy.

References

This policy has been developed with reference to recognised quality management principles and applicable requirements, including:

• ISO 9001:2015 – Quality Management Systems.
• Relevant Awarding Organisation Requirements and Qualification Specifications.
• Applicable National Legislation and Internal Policies and Procedures.

Policy Review

This policy shall be reviewed annually to ensure that it remains current, effective and aligned with legislative requirements, awarding organisation expectations and organisational objectives. An earlier review may take place where:

• legislation or regulatory requirements change;
• awarding organisations introduce new requirements;
• internal or external audit findings identify improvements;
• significant assessment issues arise; and organisational restructuring occurs; or
• Senior management determines that revision is necessary.
• All amendments shall be reviewed and approved by the Chief Executive Officer

(CEO) before implementation.

DOCUMENT CONTROL

Field Details

Document Title Assessment Policy

Organisation Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. (PESS)

Policy Reference PESS-POL-003

Department Academic & Quality Assurance

Original Issue Date 01 January 2023

Version 2.0

Current Version Date 05 June 2026

Next Review Date 04 June 2027

Document Status Approved

Classification Controlled Internal Document

VERSION HISTORY

Version Issue Date Description

1.0 01 January 2023 Initial issue of the Assessment Policy. 2.0 05 June 2026 Policy comprehensively reviewed and updated to align with the PESS Quality Management System (QMS),

ISO 9001:2015 principles and

recognised awarding organisation requirements.

REVIEW AND APPROVAL

This Assessment Policy has been prepared by the Centre Coordinator and reviewed and approved by the Chief Executive Officer (CEO). It forms part of the PESS Quality Management System and applies to all personnel involved in teaching, assessment, internal quality assurance and learner support activities.

Prepared By Position

Engr. Centre Administration Centre Coordinator

Reviewed and Approved By Position

Engr. Senior Management Chief Executive Officer (CEO)

End of Policy

Policy Statement

Policy Statement

Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. (PESS) is committed to maintaining a fair, transparent and impartial appeals process that protects the rights of learners while maintaining the integrity of its qualifications, assessment decisions and academic standards. PESS recognises that learners have the right to question or challenge an assessment decision where they believe that the decision has not been made fairly, consistently or in accordance with approved assessment procedures. An effective appeals process promotes confidence in the assessment system and demonstrates the organisation’s commitment to fairness, accountability and continual improvement. The organisation is committed to ensuring that every appeal is handled professionally, confidentially and without discrimination. Appeals shall be investigated objectively, based on evidence, and resolved within reasonable timescales. Learners shall not suffer any disadvantage, discrimination or victimisation for exercising their right to appeal. This policy forms part of the PESS Quality Management System (QMS) and supports compliance with awarding organisation requirements, organisational procedures and applicable legislation.

Purpose

The purpose of this policy is to establish a structured framework for managing learner appeals in a consistent, fair and transparent manner. The policy ensures that learners have access to an effective mechanism for requesting review of assessment decisions or other academic decisions that may affect their learning or certification. The objectives of this policy are to:

• provide learners with a clear and accessible appeals process;
• ensure appeals are investigated impartially and objectively;
• protect learner rights throughout the appeals process;

• promote confidence in assessment decisions;
• support compliance with awarding organisation requirements;
• maintain the integrity of qualifications and certification;
• identify opportunities for organisational improvement through appeal outcomes;

and

• promote transparency, fairness and accountability.

Scope

This policy applies to all learners enrolled on qualifications, professional training programmes and certification courses delivered by Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. Appeals may relate to:

• Assessment decisions.
• Internal Quality Assurance decisions.
• Recognition of Prior Learning (RPL) decisions.
• Certification recommendations.
• Academic progression decisions.
• Decisions regarding reasonable adjustments.
• Other academic decisions affecting learner achievement.

This policy applies to:

• Chief Executive Officer (CEO).
• Centre Coordinator.
• Tutors, Trainers and Assessors.
• Internal Quality Assurers (IQAs).
• Administrative Staff.
• Learners.

This policy does not apply to complaints regarding customer service; staff conduct or administrative matters. Such matters shall be managed in accordance with the PESS Learner Complaints Policy.

Definitions

For this policy, the following definitions apply. Appeal means a formal request by a learner for the review of an assessment decision or academic decision that they believe is incorrect or unfair. Assessment Decision means the judgement made by an assessor regarding whether a learner has achieved the required assessment criteria. Internal Quality Assurance (IQA) refers to the process used to monitor assessment decisions and ensure consistency, validity and reliability. Appellant means the learner submitting the appeal. Evidence means any documentation, records or information that supports an appeal or assessment decision.

Appeal Principles

PESS shall manage all appeals according to the following principles. Fairness: Every learner shall receive equal opportunity to have their appeal considered without discrimination or bias. Independence Where practicable, appeals shall be reviewed by individuals who were not directly involved in making the original assessment decision. Transparency: The appeals process shall be clearly communicated to learners through induction, learner handbooks and organisational policies. Learners shall be informed of the stages of the appeals process, expected timescales and possible outcomes. Confidentiality: All appeal information shall remain confidential and shall only be shared with authorised personnel directly involved in the investigation. Timeliness: Appeals shall be acknowledged, investigated and resolved as promptly as reasonably possible to minimise delays affecting learner progression. Evidence-Based Decision Making: Appeal decisions shall be based upon documented evidence, qualification requirements and organisational procedures rather than opinion.

Roles And Responsibilities

Maintaining an effective process of appealing is a shared responsibility across the organisation.

Chief Executive Officer (CEO)

• The Chief Executive Officer shall provide strategic oversight of the appeals process

by ensuring organisational resources are available, approving this policy and making final internal decisions where appropriate.

• The CEO should also promote fairness, impartiality and continual improvement

throughout the organisation.

Centre Coordinator

The Centre Coordinator shall coordinate the implementation of this policy and manage the appeals process. Responsibilities include:

• receiving and recording appeals;
• acknowledging receipt of appeals;
• coordinating investigations;
• maintaining appeal records;
• communicating appeal outcomes;
• monitoring appeal trends; and
• reporting significant issues to senior management.

Assessors

• Assessors shall explain assessment decisions clearly, maintain accurate

assessment records and cooperate fully with any appeal investigation.

• They shall provide relevant evidence that were requested and implement any

agreed actions resulting from the appeal process.

Internal Quality Assurers (IQAs)

• Internal Quality Assurers shall independently review assessment decisions where

required, verify assessment evidence, support investigations and recommend appropriate actions.

• They shall ensure that appeal decisions remain consistent with awarding

organisation requirements and organisational procedures.

Administrative Staff

• Administrative staff shall support the appeals process by maintaining confidential

records, coordinating correspondence, arranging meetings where necessary and ensuring that documentation is securely retained. Learners

• Learners are expected to submit appeals honestly, provide supporting information

where available and cooperate throughout the investigation process.

• Learners shall respect the confidentiality of the appeals process and communicate

professionally with PESS staff during the investigation.

Appeal Procedure

PESS encourages learners to raise any concerns regarding assessment decisions as soon as possible. Wherever appropriate, learners are encouraged to discuss the matter informally with the assessor before submitting a formal appeal. Many issues can be resolved through clarification, additional feedback or further explanation of the assessment decision. Where an informal discussion does not resolve the concern, the learner may submit a formal written appeal in accordance with this policy. A formal appeal should normally include:

• The learner’s full name and learner identification number (where applicable).
• Qualification or course title.
• Details of the assessment or decision being appealed.
• The reasons for the appeal.
• Supporting evidence where available.
• The outcome being requested.

Upon receipt of the appeal, the Centre Coordinator shall acknowledge the appeal and record it within the organisation’s appeals register. The learner shall be informed of the next stages of the appeals process and the expected timescales for investigation.

Investigation Of Appeals

Every appeal shall be investigated fairly, objectively and confidentially. The investigation shall normally include:

• Review of the learner’s assessment evidence.
• Review of assessor’s comments and assessment records.
• Review of Internal Quality Assurance (IQA) records where applicable.
• Consultation with the assessor and relevant personnel.
• Consideration of awarding organisation requirements.
• Review of any supporting evidence submitted by the learner.

Where appropriate, the investigation should be conducted by personnel who were not directly involved in the original assessment decision to ensure impartiality. If additional information is required, the learner may be contacted and invited to provide further evidence or clarification before a final decision is made. Throughout the investigation process, all parties shall be treated fairly and respectfully.

Appeal Outcomes

Following completion of the investigation, the learner shall receive a written outcome explaining the decision reached and the reasons for that decision. Possible outcomes may include:

• Confirmation that the original assessment decision was correct.
• Recommendation for reassessment.
• Recommendation for reassessment by another assessor where appropriate.
• Amendment of the assessment decision.
• Identification of procedural improvements.
• Implementation of corrective actions where organisational weaknesses have been

identified.

Where the learner remains dissatisfied after the completion of the internal appeals process, they shall be informed of any further rights available through the relevant awarding organisation, where applicable. The outcome of every appeal shall be recorded and retained as part of the organisation’s quality assurance records.

Record Keeping And Confidentiality

PESS shall maintain complete and accurate records of every appeal received. Appeal records shall include:

• Appeal application.
• Supporting evidence.
• Investigation notes.
• Assessment documentation.
• Correspondence.
• Appeal outcome.
• Corrective actions implemented.
• Follow-up activities were applicable.

All appeal records shall be:

• Accurate.
• Confidential.
• Securely stored.
• Protected from unauthorised access.
• Retained in accordance with the PESS Document Control and Records Retention

Policy. Information relating to appeals shall only be disclosed to authorised personnel involved in the investigation or where required by law or the relevant awarding organisation.

Monitoring And Continual Improvement

PESS recognises that appeals provide valuable information regarding the effectiveness of assessment and quality assurance processes. Appeal information shall therefore be analysed regularly to identify:

• Recurring assessment issues.
• Training needs for assessors.
• Opportunities to improve assessment practice.
• Procedural weaknesses.
• Learner concerns.
• Trends requiring management attention.

Monitoring activities shall include:

• Review of appeal statistics.
• Internal audits.
• Management Review Meetings.
• Internal Quality Assurance reports.
• External Quality Assurance recommendations.
• Learner feedback.

Where recurring issues are identified, corrective and preventive actions (CAPA) shall be implemented and monitored until completed. The effectiveness of improvement actions shall be reviewed to ensure that similar issues are prevented in the future.

Related Policies

This policy shall be read in conjunction with:

• PESS-POL-001 Quality Assurance Policy.
• PESS-POL-002 Internal Quality Assurance (IQA) Policy.
• PESS-POL-003 Assessment Policy.
• PESS-POL-005 Learner Complaints Policy.
• PESS-POL-006 Malpractice and Maladministration Policy.
• PESS-POL-007 Recognition of Prior Learning (RPL) Policy.
• PESS-POL-008 Reasonable Adjustments and Special Consideration Policy.
• PESS-POL-009 Equality, Diversity and Inclusion Policy.
• PESS-POL-011 Data Protection and Privacy Policy.
• PESS-POL-014 Document Control and Records Retention Policy.

References

This policy has been developed with reference to recognised quality management principles and applicable requirements, including:

• ISO 9001:2015 – Quality Management Systems.
• Relevant Awarding Organisation Requirements and Qualification Specifications.
• Applicable National Legislation and Internal Policies and Procedures.

Policy Review

This policy shall be reviewed annually to ensure that it remains current, effective and aligned with legislative requirements, awarding organisation expectations and organisational objectives. An earlier review may be undertaken where:

• legislation or regulatory requirements change;
• awarding organisation requirements are updated;
• internal or external audit findings identify improvements;
• significant appeal trends or procedural issues are identified;
• organisational restructuring occurs; or
• Senior management determines that revision is necessary.

All amendments shall be reviewed by the Centre Coordinator and approved by the Chief Executive Officer (CEO) before implementation.

DOCUMENT CONTROL

Field Details

Document Title Learner Appeals Policy

Organisation Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. (PESS)

Policy Reference PESS-POL-004

Department Academic & Quality Assurance

Original Issue Date 01 January 2023

Version 2.0

Current Version Date 05 June 2026

Next Review Date 04 June 2027

Document Status Approved

Classification Controlled Internal Document

VERSION HISTORY

Version Issue Date Description

1.0 01 January 2023 Initial issue of the Learner Appeals Policy. 2.0 05 June 2026 Policy comprehensively reviewed and updated to align with the PESS Quality Management System (QMS),

ISO 9001:2015 principles and

recognised awarding organisation requirements.

REVIEW AND APPROVAL

This Learner Appeals Policy has been prepared by the Centre Coordinator and reviewed and approved by the Chief Executive Officer (CEO). It forms part of the PESS Quality Management System and applies to all learners and staff involved in assessment, internal quality assurance and academic decision-making.

Prepared By Position

Engr Centre Administration Centre Coordinator

Reviewed and Approved By Position

Engr. Senior Management Chief Executive Officer (CEO)

End of Policy

Policy Statement

Policy Statement

Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. (PESS) is committed to providing high-quality education, training, assessment and learner support services. The organisation recognises that learners, employers and other stakeholders have the right to raise concerns regarding any aspect of the services provided by PESS and to have those concerns considered fairly, promptly and professionally. PESS believes that complaints provide valuable opportunities to improve organisational performance, strengthen learner satisfaction and enhance the overall quality of its services. Every complaint shall therefore be treated seriously, investigated objectively and resolved in a manner that is fair, transparent and consistent. The organisation is committed to ensuring that no individual is disadvantaged, discriminated against or victimised for submitting a genuine complaint. All complaints shall be handled confidentially and in accordance with the principles of natural justice, organisational policies and applicable awarding organisation requirements. This policy forms part of the PESS Quality Management System (QMS) and supports the organisation’s commitment to continual improvement, customer satisfaction and professional excellence.

Purpose

The purpose of this policy is to establish a clear and accessible framework for receiving, investigating and resolving complaints relating to the services provided by Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. The policy aims to ensure that complaints are managed consistently, professionally and within reasonable timescales while protecting the rights of all parties involved. The objectives of this policy are to:

• provide learners and stakeholders with an accessible complaints process;
• ensure complaints are investigated fairly and impartially;

• promote openness, transparency and accountability;
• resolve complaints promptly and professionally;
• improve organisational performance through feedback and corrective action;
• maintain confidence in PESS services;
• identify opportunities for continual improvement; and
• ensure compliance with awarding organisation and regulatory requirements.

Scope

This policy applies to complaints relating to any service, activity or operation undertaken by Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. Complaints may relate to, but are not limited to:

• Teaching and learning and Training delivery.
• Learner support services and administrative services.
• Customer service.
• Staff conduct.
• Training facilities.
• Learning resources.
• Online learning platforms.
• Communication with learners.
• Certification administration.
• Organisational procedures.

This policy applies to:

• Learners.
• Employers and Clients.
• Tutors, Trainers and Assessors.
• Internal Quality Assurers (IQAs).
• Administrative Staff.
• Consultants.
• Contractors providing services on behalf of PESS.

This policy does not apply to appeals against assessment decisions, which shall be managed under the PESS Learner Appeals Policy (PESS-POL-004).

Definitions

For the purpose of this policy, the following definitions apply. Complaint means an expression of dissatisfaction regarding any service, decision, action or behavior associated with PESS, where the complainant expects a response or resolution. Complainant refers to any learner, employer, client or stakeholder submitting a complaint under this policy. Complaint Investigation means the formal process of reviewing evidence, obtaining information and determining an appropriate outcome. Corrective Action means action taken to address the cause of a complaint and prevent similar issues from occurring again. Confidentiality means protecting complaint information from unauthorised disclosure and ensuring that information is only shared with individuals directly involved in the investigation.

Complaint Handling Principles

PESS shall manage every complaint according to the following principles. Fairness: Every complaint shall be investigated objectively and without bias. All parties involved should be treated respectfully and given an opportunity to present relevant information before a decision is made. Accessibility: The complaints process shall be easy to access and clearly explained to learners, employers and other stakeholders through learner handbooks, organisational policies and the PESS website where appropriate. Confidentiality: Complaint information shall remain confidential throughout the investigation process. Information shall only be disclosed to authorised personnel directly involved in resolving the complaint or where disclosure is required by law. Transparency: The complainant shall receive clear information regarding the complaints process, expected timescales and the outcome of the investigation. Timeliness: Complaints shall be acknowledged, investigated and resolved within reasonable timescales. Unnecessary delays shall be avoided, and complainants shall be kept informed of progress where investigations require additional time.

Continual Improvement: PESS recognises that complaints provide valuable information regarding organisational performance. Complaint outcomes shall therefore be analysed to identify opportunities for improving services, procedures and learner satisfaction.

Roles And Responsibilities

Maintaining an effective complaints process is a shared responsibility across the organisation.

Chief Executive Officer (CEO)

• The Chief Executive Officer shall provide strategic oversight of the complaints

process by approving this policy, ensuring adequate organisational resources are available and promoting a culture of openness, accountability and continual improvement.

• The CEO shall review significant complaints where appropriate and approve

organisational improvement actions arising from complaint investigations.

Centre Coordinator

The Centre Coordinator shall coordinate the implementation of this policy and manage the complaints process. Responsibilities include:

• receiving and recording complaints;
• acknowledging complaints;
• coordinating investigations;
• maintaining complaint records;
• communicating complaint outcomes;
• monitoring complaint trends; and
• reporting significant issues to senior management.

Tutors, Trainers and Assessors

• Trainers and Assessors shall treat all learners professionally and respectfully,

cooperate fully with complaint investigations and provide accurate information where requested.

• They shall implement agreed corrective actions arising from complaint

investigations and support continual improvement throughout the organisation.

Administrative Staff

• Administrative staff should support the complaints process by maintaining

confidential documentation, coordinating correspondence, arranging meetings where required and ensuring complaint records are securely retained. Learners and Stakeholders

• Learners and other stakeholders are expected to raise concerns honestly, provide

accurate information and cooperate throughout the complaint investigation process.

• All parties shall communicate respectfully and maintain confidentiality while the

complaint is being investigated.

Complaints Procedure

PESS encourages learners and stakeholders to raise concerns as soon as possible so that issues may be resolved quickly and effectively. Wherever appropriate, concerns should initially be discussed informally with the relevant member of staff, tutor, assessor or department. Many concerns can be resolved through open communication and clarification without the need for a formal complaint. Where an informal resolution is not possible or the complainant remains dissatisfied, a formal complaint may be submitted to the Centre Coordinator. A formal complaint should normally include:

• Full name and contact details of the complainant.
• Learner identification number (where applicable).
• Programme or course title.
• A clear description of the complaint.
• Date(s) of the incident.
• Names of individuals involved, where known.

• Supporting documents or evidence were available.
• The outcome or resolution sought by the complainant.

Upon receipt of the complaint, the Centre Coordinator shall acknowledge the complaint, record it in the Complaints Register and commence the investigation process. Where appropriate, the complainant shall be informed of the expected timescale for the investigation and provided with updates if additional time is required

Complaint Investigation

Every complaint shall be investigated fairly, objectively and impartially. The investigation process may include:

• Reviewing relevant documentation.
• Interviewing the complainant.
• Obtaining statements from staff or witnesses.
• Reviewing learner records.
• Reviewing organisational procedures.
• Considering relevant awarding organisation requirements.
• Examining any supporting evidence.

Investigations shall be conducted confidentially and only by authorised personnel. Where the complaint relates to a member of staff, that individual shall have the opportunity to respond before a final decision is reached. Where necessary, independent advice may be sought to ensure fairness and objectivity. Throughout the investigation process, PESS shall ensure that all individuals involved are treated with dignity, respect and impartiality.

Complaint Outcomes

Following completion of the investigation, the complainant shall receive a written response outlining:

• The findings of the investigation.
• The decision was reached.
• The reasons supporting the decision.
• Any corrective actions to be implemented.
• Any further options are available if the complainant remains dissatisfied.

Possible outcomes may include:

• Complaint upheld in full.
• Complaint partially upheld.
• Complaint not upheld.
• Additional investigation required.
• Service improvement recommendations.
• Staff training or development actions.
• Procedural amendments.
• Referral to another organisational policy where appropriate.

Where organisational weaknesses are identified, corrective and preventive actions (CAPA) shall be implemented and monitored to prevent recurrence. If the complainant remains dissatisfied after completion of the internal complaints process, they may be advised of any further routes available through the relevant awarding organisation or regulatory body where applicable.

Records Management And Confidentiality

PESS shall maintain complete and accurate records of every complaint received. Complaint records shall include:

• Complaint application.
• Supporting evidence.
• Investigation notes.
• Correspondence.
• Investigation outcome.
• Corrective actions.
• Follow-up activities.
• Closure confirmation.

Complaint records shall be:

• Accurate.
• Confidential.
• Securely stored.
• Protected against unauthorised access.
• Easily retrievable for audit purposes.

• Retained in accordance with the PESS Document Control and Records Retention

Policy. Information relating to complaints shall only be disclosed where necessary for investigation, legal compliance or awarding organisation requirements.

Monitoring And Continual Improvement

PESS recognises that complaints provide valuable information regarding the effectiveness of organisational systems and learner services. Complaint information shall be analyses regularly to identify:

• Recurring issues.
• Service weaknesses.
• Staff development needs.
• Learner satisfaction trends.
• Opportunities for organisational improvement.
• Risks requiring management attention.

Monitoring activities shall include:

• Internal audits.
• Complaint trend analysis.
• Learner satisfaction surveys.
• Management Review Meetings.
• External Quality Assurance recommendations.
• Corrective and Preventive Action (CAPA) reviews.

Improvement actions shall be documented, monitored and evaluated to ensure they effectively address the identified issues. The organisation is committed to learning from complaints and using complaint outcomes to strengthen the Quality Management System.

Related Policies

This policy shall be read in conjunction with:

• PESS-POL-001 Quality Assurance Policy.
• PESS-POL-002 Internal Quality Assurance (IQA) Policy.
• PESS-POL-003 Assessment Policy.
• PESS-POL-004 Learner Appeals Policy.
• PESS-POL-006 Malpractice and Maladministration Policy.
• PESS-POL-007 Recognition of Prior Learning (RPL) Policy.
• PESS-POL-008 Reasonable Adjustments and Special Consideration Policy.
• PESS-POL-009 Equality, Diversity and Inclusion Policy.
• PESS-POL-010 Health and Safety Policy.
• PESS-POL-011 Data Protection and Privacy Policy.
• PESS-POL-014 Document Control and Records Retention Policy.

References

This policy has been developed with reference to recognised quality management principles and applicable requirements, including:

• ISO 9001:2015 – Quality Management Systems.
• Relevant Awarding Organisation Requirements.
• Applicable National Legislation and Internal Policies and Procedures.

Policy Review

This policy shall be reviewed annually to ensure that it remains current, effective and aligned with legislative requirements, organisational objectives and awarding organisation expectations. An earlier review may be undertaken where:

• legislation or regulatory requirements change;
• awarding organisation requirements are revised;
• internal or external audit findings identify improvements;
• significant complaint trends emerge;
• organisational restructuring occurs; or
• Senior management determines that revision is necessary.

All amendments shall be reviewed by the Centre Coordinator and approved by the Chief Executive Officer (CEO) before implementation.

DOCUMENT CONTROL

Field Details

Document Title Learner Complaints Policy

Organisation Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. (PESS)

Policy Reference PESS-POL-005

Department Academic & Quality Assurance

Original Issue Date 01 January 2023

Version 2.0

Current Version Date 05 June 2026

Next Review Date 04 June 2027

Document Status Approved

Classification Controlled Internal Document

VERSION HISTORY

Version Issue Date Description

1.0 01 January 2023 Initial issue of the Learner Complaints Policy. 2.0 05 June 2026 Policy comprehensively reviewed and updated to align with the PESS Quality Management System (QMS),

ISO 9001:2015 principles and

recognised awarding organisation requirements.

REVIEW AND APPROVAL

This Learner Complaints Policy has been prepared by the Centre Coordinator and reviewed and approved by the Chief Executive Officer (CEO). It forms part of the PESS Quality Management System and applies to all learners, employees, consultants and stakeholders receiving or delivering services on behalf of PESS.

Prepared By Position

Engr. Centre Administration Centre Coordinator

Reviewed and Approved By Position

Engr. Senior Management Chief Executive Officer (CEO)

End of Policy

Policy Statement

Policy Statement

Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. (PESS) is committed to maintaining the highest standards of integrity, honesty, fairness and professionalism in all aspects of their education, training, assessment and certification activities. The organisation recognised that malpractice and maladministration can undermine the credibility of qualifications, damage stakeholder confidence and compromise the reputation of both the organisation and awarding bodies. PESS operates a zero-tolerance approach towards any form of malpractice or maladministration committed by learners, employees, assessors, Internal Quality Assurers (IQAs), contractors or any individual acting on behalf of the organisation. The organisation shall take all reasonable steps to prevent malpractice and maladministration through effective policies, staff training, learner awareness, internal quality assurance, monitoring and regular review of organisational procedures. Where allegations or suspicions arise, PESS shall ensure that every case is investigated promptly, fairly, confidentially and objectively. Appropriate action shall be taken in accordance with organisational procedures, awarding organisation requirements and applicable legislation. This policy forms part of the PESS Quality Management System (QMS) and supports the organization’s commitment to maintaining the integrity, validity and credibility of qualifications delivered by PESS.

Purpose

The purpose of this policy is to establish a clear framework for preventing, identifying, reporting, investigating and managing malpractice and maladministration across all activities undertaken by PESS.

The objectives of this policy are to:

• protect the integrity of qualifications and certification;
• maintain public confidence in assessment decisions;
• promote ethical and professional behavior;
• ensure compliance with awarding organisation requirements;
• provide clear procedures for reporting suspected malpractice or maladministration;
• ensure investigations are conducted fairly and consistently;
• implement appropriate corrective and preventive actions;
• minimize organisational risk; and
• support continual improvement throughout the Quality Management System.

Scope

This policy applies to all qualifications, training programmes, assessments, examinations and certification services delivered by PESS. The policy applies to:

• Chief Executive Officer (CEO);
• Centre Coordinator;
• Tutors, Trainers and Assessors;
• Internal Quality Assurers (IQAs);
• Administrative Staff;
• Consultants;
• Contractors;
• Learners;
• Employers and Clients where applicable.

The policy applies to classroom-based, workplace-based, online and blended learning environments.

Definitions

For the purpose of this policy, the following definitions apply.

Malpractice

Malpractice refers to any deliberate action, omission or misconduct that compromises the integrity, validity or credibility of assessment, certification or organisational processes. Examples include:

• Plagiarism.
• Cheating during assessments.
• Collusion.
• Impersonation.
• Falsification of assessment evidence.
• Fabrication of learner records.
• Fraudulent certification.
• Deliberate breach of awarding organisation requirements.
• Unauthorised disclosure of confidential assessment materials.

Maladministration

Maladministration refers to unintentional errors, poor administration or failures to follow approved procedures that may adversely affect learners, qualifications or organisational compliance. Examples include:

• Administrative errors.
• Failure to maintain assessment records.
• Incorrect learner registration.
• Failure to follow assessment procedures.
• Poor document control.
• Delays in certification processing.
• Failure to implement organisational policies.

Investigation

An investigation is the formal process used to determine the facts relating to an allegation of malpractice or maladministration through the review of evidence, documentation and relevant witness statements.

Corrective Action

Corrective action refers to measures implemented to eliminate the causes of identified non-conformities and prevent recurrence.

Principles

PESS shall manage malpractice and maladministration according to the following principles. Integrity: All learners and employees shall act honestly, ethically and professionally always. The organisation shall promote a culture where integrity forms the basis of every educational and business activity. Fairness: Every allegation shall be investigated objectively and without bias. Individuals shall be given an opportunity to respond before decisions are made. Confidentiality: Information relating to investigations shall remain confidential and shall only be disclosed to authorised personnel or awarding organisations where required. Transparency: The organisation shall maintain clear procedures for reporting, investigating and resolving malpractice and maladministration. Learners and staff shall be informed of their responsibilities through induction, policies and training.

Roles And Responsibilities

Maintaining academic integrity is a shared responsibility throughout PESS.

Chief Executive Officer (CEO)

• The CEO shall provide strategic oversight of organisational integrity by approving

this policy, allocating appropriate resources and ensuring that significant cases are managed effectively.

• The CEO shall approve major corrective actions and ensure compliance with

awarding organisation requirements.

Centre Coordinator

The Centre Coordinator shall coordinate the implementation of this policy. Responsibilities include:

• receiving reports of suspected malpractice;
• maintaining investigation records;
• coordinating investigations;
• communicating with awarding organisations where required;
• monitoring trends;
• recommending improvement actions.

Internal Quality Assurers (IQAs)

• IQAs should monitor assessment activities to identify potential malpractice risks,

verify assessment decisions and support investigations where required.

• They should also promote good assessment practice through sampling and

standardisation activities.

Tutors, Trainers and Assessors

• Tutors, Trainers and Assessors shall conduct assessment activities professionally,

report suspected malpractice immediately, cooperate fully with investigations and implement improvement actions arising from investigations.

• They shall actively promote academic integrity and ensure learners understand

their responsibilities.

Administrative Staff

Administrative staff should maintain secure records, protect confidential information, report suspected maladministration and support organisational investigations where required.

Learners Learners shall complete all assessment activities honestly and ethically. They are responsible for:

• submitting authentic work;
• complying with assessment rules;
• protecting confidential assessment materials;
• reporting suspected malpractice where appropriate; and
• cooperating fully with investigations.

Reporting Malpractice And Maladministration

PESS encourages all learners, employees, contractors and stakeholders to report any suspected or actual malpractice or maladministration promptly. Early reporting enables the organisation to protect the integrity of qualifications, minimise risks and take appropriate corrective action. Reports may be made verbally or in writing to the Centre Coordinator or, where appropriate, directly to the Chief Executive Officer (CEO). Reports should include sufficient information to enable an appropriate investigation to be undertaken. Information provided should include, where available:

• Name of the individual(s) involved.
• Date and location of the incident.
• Description of the suspected malpractice or maladministration.
• Supporting evidence or documentation.
• Names of any witnesses.
• Any immediate actions already taken.

PESS should treat all reports confidentially and shall protect individuals who report concerns in good faith from victimisation or unfair treatment. Where required by an awarding organisation or regulatory authority, PESS shall notify the relevant organisation in accordance with its reporting requirements.

Investigation Procedure

All allegations of malpractice or maladministration shall be investigated promptly, fairly and objectively. The purpose of the investigation is to establish the facts, determine whether malpractice or maladministration has occurred and identify any corrective or preventive actions required. An investigation may include:

• Review of learner records.
• Review of assessment documentation.
• Examination of assessment evidence.
• Interviews with learners or staff.
• Review of Internal Quality Assurance (IQA) records.
• Review of relevant policies and procedures.
• Consultation with awarding organisations where appropriate.

Throughout the investigation:

• Confidentiality shall be maintained.
• All parties shall be treated fairly.
• Individuals shall be given the opportunity to respond to allegations.
• Accurate investigation records shall be maintained.

Where evidence indicates that malpractice or maladministration has occurred, appropriate action shall be taken without unnecessary delay.

Outcomes And Sanctions

Following completion of the investigation, PESS shall determine appropriate outcomes based on the available evidence and the seriousness of the incident. Possible outcomes may include:

• No further action where allegations are not substantiated.
• Verbal or written advice.
• Staff retraining or additional supervision.
• Reassessment of learner work.
• Invalidation of assessment results.

• Withdrawal of certification recommendations.
• Disciplinary action against employees.
• Suspension from assessment activities.
• Termination of contractual arrangements.
• Referral to the relevant awarding organisation.
• Referral to regulatory or legal authorities where appropriate.

Sanctions shall always be proportionate, evidence-based and consistent with organisational procedures. Where learners are affected by organisational malpractice or maladministration, PESS shall take appropriate steps to minimise any adverse impact and support affected learners.

Appeals Against Decisions

Any learner or member of staff who is subject to action arising from a malpractice or maladministration investigation shall have the right to appeal the decision in accordance with the relevant PESS Appeals Policy. Appeals shall be considered independently wherever practicable and shall be based upon:

• New evidence.
• Procedural errors.
• Misinterpretation of evidence.
• Other relevant factors affecting the original decision.

The outcome of any appeal shall be communicated in writing and recorded within the organisation’s quality records.

Records Management And Confidentiality

PESS shall maintain complete and accurate records relating to all allegations, investigations and outcomes. Records shall include:

• Initial report.
• Investigation notes.
• Evidence reviewed.
• Witness statements where applicable.

• Correspondence.
• Investigation findings.
• Corrective actions.
• Appeal records where applicable.
• Case closure documentation.

All records shall be:

• Accurate.
• Secure.
• Confidential.
• Protected from unauthorised access.
• Retained in accordance with the PESS Document Control and Records Retention

Policy. Information shall only be disclosed where necessary for organisational management, awarding organisation requirements or legal obligations.

Monitoring And Continual Improvement

PESS recognises that preventing malpractice and maladministration requires continuous monitoring and regular review. The organisation shall analyse investigation outcomes to identify:

• Recurring issues.
• Procedural weaknesses.
• Training needs.
• Assessment risks.
• Opportunities for organisational improvement.

Monitoring activities shall include:

• Internal audits.
• Internal Quality Assurance reports.
• Staff performance reviews.
• Standardisation meetings.
• External Quality Assurance reports.
• Management Review Meetings.
• Risk assessments.

Corrective and Preventive Actions (CAPA) shall be implemented where necessary and monitored to ensure their effectiveness. The organisation shall regularly review this policy to ensure that it remains effective, current and aligned with awarding organisation requirements.

Related Policies

This policy shall be read in conjunction with:

• PESS-POL-001 Quality Assurance Policy.
• PESS-POL-002 Internal Quality Assurance (IQA) Policy.
• PESS-POL-003 Assessment Policy.
• PESS-POL-004 Learner Appeals Policy.
• PESS-POL-005 Learner Complaints Policy.
• PESS-POL-007 Recognition of Prior Learning (RPL) Policy.
• PESS-POL-008 Reasonable Adjustments and Special Consideration Policy.
• PESS-POL-009 Equality, Diversity and Inclusion Policy.
• PESS-POL-010 Health and Safety Policy.
• PESS-POL-011 Data Protection and Privacy Policy.
• PESS-POL-014 Document Control and Records Retention Policy

References

This policy has been developed with reference to:

• ISO 9001:2015 – Quality Management Systems.
• Relevant Awarding Organisation Requirements.
• Qualification Specifications.
• Applicable National Legislation
• Internal Policies and Procedures.

Policy Review

This policy shall be reviewed annually by the Centre Coordinator to ensure that it remains effective, current and aligned with legislative requirements, awarding organisation expectations and organisational objectives. An earlier review may be undertaken where:

• legislation or regulatory requirements change;
• awarding organisation requirements are updated;
• internal or external audit findings identify improvements;
• significant malpractice or maladministration cases occur;
• organisational restructuring takes place; or
• senior management determines that revision is necessary.

Any amendments shall be reviewed by the Centre Coordinator and approved by the Chief Executive Officer (CEO) before implementation.

DOCUMENT CONTROL

Field Details

Document Title Malpractice and Maladministration Policy Organisation Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. (PESS)

Policy Reference PESS-POL-006

Department Academic & Quality Assurance

Original Issue Date 01 January 2023

Version 2.0

Current Version Date 05 June 2026

Next Review Date 04 June 2027

Document Status Approved

Classification Controlled Internal Document

VERSION HISTORY

Version Issue Date Description

1.0 01 January 2023 Initial issue of the Malpractice and Maladministration Policy. 2.0 05 June 2026 Policy comprehensively reviewed and updated to align with the PESS Quality Management System (QMS),

ISO 9001:2015 principles and

recognised awarding organisation requirements.

REVIEW AND APPROVAL

This Malpractice and Maladministration Policy have been prepared by the Centre Coordinator and reviewed and approved by the Chief Executive Officer (CEO). It forms part of the PESS Quality Management System and applies to all learners, employees, consultants, contractors and other individuals acting on behalf of PESS.

Prepared By Position

Engr Centre Administration Centre Coordinator

Reviewed and Approved By Position

Engr. Senior Management Chief Executive Officer (CEO)

End of Policy

Policy Statement

Policy Statement

Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. (PESS) is committed to recognising the knowledge, skills and competencies that learners have already achieved through previous education, professional training, workplace experience or other relevant learning. Recognition of Prior Learning (RPL) enables eligible learners to avoid unnecessary duplication of learning while maintaining the integrity, quality and standards of qualifications delivered by PESS. PESS recognises that valuable learning may take place in a variety of formal, non-formal and informal settings. Where appropriate and permitted by the relevant awarding organisation, such learning may be recognised through a structured and evidence-based Recognition of Prior Learning process. The organisation should ensure that all Recognition of Prior Learning decisions are fair, transparent, valid, reliable and based upon sufficient evidence. Every application shall be assessed objectively against qualification requirements and awarding organisation regulations. Recognition of Prior Learning should never reduce the quality or academic standards of qualifications. All decisions shall be supported through Internal Quality Assurance (IQA) and shall comply with the PESS Quality Management System (QMS).

Purpose

The purpose of this policy is to establish a consistent framework for assessing and recognising prior learning while ensuring compliance with awarding organisation requirements and maintaining qualification standards. This policy aims to:

• recognise relevant previous learning and professional experience;
• avoid unnecessary duplication of learning;
• provide fair and consistent qualifications;

• support lifelong learning and professional development;
• ensure RPL decisions are evidence-based and transparent;
• maintain the integrity and credibility of qualifications;
• support compliance with awarding organisation requirements; and
• promote equality of opportunity for all eligible learners.

Scope

This policy applies to all qualifications and programmes delivered by Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. where Recognition of Prior Learning is permitted by the relevant awarding organisation. Recognition of Prior Learning may apply to:

• Previous accredited qualifications.
• Professional certifications.
• Workplace learning.
• Continuing Professional Development (CPD).
• Relevant industry experience.
• Formal education.
• Non-formal learning.
• Informal learning where acceptable evidence is available.

This policy applies to:

• Chief Executive Officer (CEO).
• Centre Coordinator.
• Tutors, Trainers and Assessors.
• Internal Quality Assurers (IQAs).
• Administrative Staff.
• Learners applying for RPL.

Definitions

For the purposes of this policy: Recognition of Prior Learning (RPL) is the formal process of recognising knowledge, skills and competence previously achieved by a learner that may contribute towards a qualification or programme. Prior Learning includes knowledge and skills gained through previous study, employment, professional development or life experience. Evidence means documentation or other information demonstrating that learning outcomes or assessment criteria have already been achieved. RPL Assessment means the evaluation of learner evidence against qualification requirements to determine eligibility for recognition.

Principles Of Recognition Of Prior Learning

PESS shall manage all RPL applications according to the following principles. Fairness: Every learner shall have equal opportunity to apply for Recognition of Prior Learning without discrimination. Validity: Recognition shall only be granted where evidence clearly demonstrates achievement of the required learning outcomes and assessment criteria. Reliability: RPL decisions shall be made consistently by competent assessors and verified through Internal Quality Assurance. Transparency: The RPL process, eligibility requirements and evidence expectations shall be clearly explained to learners before applications are submitted. Evidence-Based Decision Making: Every RPL decision shall be supported by sufficient, authentic, current and relevant evidence. Academic Integrity: Recognition of Prior Learning shall never compromise the quality, integrity or credibility of qualifications delivered by PESS.

Roles And Responsibilities

Maintaining an effective Recognition of Prior Learning process is a shared responsibility.

Chief Executive Officer (CEO)

• The CEO shall approve this policy, provide organisational oversight and ensure

adequate resources are available to support Recognition of Prior Learning.

• Centre Coordinator

• The Centre Coordinator shall coordinate RPL applications, maintain

documentation, monitor compliance with awarding organisation requirements and communicate decisions to learners.

Assessors

• Assessors shall evaluate RPL evidence objectively, compare evidence against

qualification requirements, document assessment decisions and provide recommendations.

Internal Quality Assurers (IQAs)

• IQAs should verify RPL assessment decisions, monitor consistency, sample RPL

decisions where appropriate and ensure compliance with organisational procedures.

Administrative Staff

• Administrative staff shall maintain learner records, process RPL applications,

securely retain documentation and support communication throughout the RPL process. Learners

• Learners applying for Recognition of Prior Learning shall provide accurate

information, authentic evidence and cooperate fully throughout the assessment process.

• They shall ensure that all documentation submitted in support of an RPL

application is complete, truthful and relevant to the qualification requirements.

Recognition Of Prior Learning (Rpl) Process

PESS has established a structured Recognition of Prior Learning (RPL) process to ensure that all applications are assessed consistently, fairly and in accordance with awarding organisation requirements. The process enables eligible learners to demonstrate that they have already achieved the required knowledge, skills or competence through previous learning or professional experience. Learners who wish to apply for Recognition of Prior Learning should inform the Centre Coordinator before, or at the time of, enrolment. Early submission of an application allows sufficient time for the evidence to be reviewed before the learner commences the relevant programme. The RPL process shall normally include the following stages:

• Initial enquiry and guidance.
• Submission of an RPL application.
• Review of supporting evidence.
• Assessment of evidence by a qualified Assessor.
• Internal Quality Assurance (IQA) verification.
• Decision and written notification.
• Recording of the outcome.
• Retention of all supporting documentation.

Throughout the process, learners shall receive appropriate guidance regarding the evidence required, the assessment process and any additional information that may be requested. Recognition of Prior Learning shall only be granted where sufficient evidence demonstrates that the learner has achieved the relevant learning outcomes and assessment criteria.

Assessment Of Rpl Evidence

Assessment of Recognition of Prior Learning shall be undertaken by a suitably qualified and competent Assessor with appropriate subject knowledge and assessment experience. The Assessor shall evaluate all submitted evidence against the requirements of the qualification and determine whether the learner has already achieved the required standards.

Evidence submitted for RPL may include, but is not limited to:

• Previous qualification certificates.
• Academic transcripts.
• Professional licences or certifications.
• Employer references.
• Job descriptions.
• Curriculum Vitae (CV).
• Workplace records.
• Professional portfolios.
• Continuing Professional Development (CPD) records.
• Witness testimonies.
• Work products or reports.
• Other relevant documentary evidence.

All evidence shall be evaluated to ensure that it is:

• Authentic.
• Valid.
• Reliable.
• Current.
• Relevant.
• Sufficient.

Where evidence is incomplete or insufficient, the learner may be requested to provide additional documentation or undertake further assessment before a final decision is made. All RPL assessment decisions shall be independently verified through the Internal Quality Assurance (IQA) process before approval.

Outcomes Of Rpl Applications

Following assessment and Internal Quality Assurance, the learner shall receive written confirmation of the outcome of the Recognition of Prior Learning application. Possible outcomes include:

• Full Recognition of Prior Learning granted.
• Partial Recognition of Prior Learning granted.
• Recognition is not approved due to insufficient evidence.
• Additional evidence required before a decision can be made.
• Further assessment required.

Where Recognition of Prior Learning is approved, appropriate learner records shall be updated to reflect the approved exemptions or credits in accordance with awarding organisation requirements. Where an application is unsuccessful, the learner shall receive appropriate feedback explaining the reasons for the decision and, where applicable, guidance regarding any additional learning or assessment required. Learners who disagree with the outcome of an RPL decision may submit an appeal in accordance with the PESS Learner Appeals Policy.

Record Keeping And Confidentiality

PESS shall maintain complete and accurate records relating to all Recognition of Prior Learning applications. Records shall include:

• Completed application forms.
• Supporting evidence.
• Assessor evaluation records.
• Internal Quality Assurance records.
• Correspondence with the learner.
• Final decision records.
• Appeals documentation where applicable.

All RPL records shall be:

• Accurate.
• Complete.
• Secure.
• Confidential.
• Protected from unauthorised access.
• Retained in accordance with the PESS Document Control and Records Retention

Policy. Information shall only be disclosed where required for quality assurance, awarding organisation requirements or legal obligations.

Monitoring And Continual Improvement

PESS is committed to continually improving its Recognition of Prior Learning arrangements to ensure fairness, consistency and compliance. The effectiveness of the RPL process shall be monitored through:

• Internal Quality Assurance (IQA).
• Internal audits.
• Learner feedback.
• Assessor feedback.
• External Quality Assurance (EQA) reports.
• Management Review Meetings.
• Quality performance indicators.

Monitoring information shall be analysed to identify:

• Opportunities for improvement.
• Staff development requirements.
• Procedural weaknesses.
• Awarding organisation updates.
• Trends in RPL applications.

Corrective and Preventive Actions (CAPA) shall be implemented where necessary to improve the effectiveness of the Recognition of Prior Learning process.

Related Policies

This policy shall be read in conjunction with the following PESS policies:

• PESS-POL-001 Quality Assurance Policy.
• PESS-POL-002 Internal Quality Assurance (IQA) Policy.
• PESS-POL-003 Assessment Policy.
• PESS-POL-004 Learner Appeals Policy.
• PESS-POL-005 Learner Complaints Policy.
• PESS-POL-006 Malpractice and Maladministration Policy.
• PESS-POL-008 Reasonable Adjustments and Special Consideration Policy.
• PESS-POL-009 Equality, Diversity and Inclusion Policy.
• PESS-POL-011 Data Protection and Privacy Policy.
• PESS-POL-014 Document Control and Records Retention Policy.

References

This policy has been developed with reference to:

• ISO 9001:2015 – Quality Management Systems.
• Relevant Awarding Organisation Requirements and Qualification Specifications.
• Applicable National Legislation and Internal Policies and Procedures.

Policy Review

This policy shall be reviewed annually by the Centre Coordinator to ensure that it remains current, effective and aligned with organisational objectives, legislative requirements and awarding organisation expectations.An earlier review may be undertaken where:

• awarding organisation requirements change;
• legislation or regulatory requirements are amended;
• internal or external audit findings identify improvements;
• organisational procedures are revised;
• significant issues arise from RPL applications; or
• senior management determines that revision is necessary.

All amendments shall be reviewed by the Centre Coordinator and approved by the Chief Executive Officer (CEO) before implementation.

DOCUMENT CONTROL

Field Details

Document Title Recognition of Prior Learning (RPL) Policy Organisation Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. (PESS)

Policy Reference PESS-POL-007

Department Academic & Quality Assurance

Original Issue Date 01 January 2023

Version 2.0

Current Version Date 05 June 2026

Next Review Date 04 June 2027

Document Status Approved

Classification Controlled Internal Document

VERSION HISTORY

Version Issue Date Description

1.0 01 January 2023 Initial issue of the Recognition of Prior Learning (RPL) Policy. 2.0 05 June 2026 Policy comprehensively reviewed and updated to align with the PESS Quality Management System (QMS),

ISO 9001:2015 principles and

recognised awarding organisation requirements.

REVIEW AND APPROVAL

This Recognition of Prior Learning (RPL) Policy has been prepared by the Centre Coordinator and reviewed and approved by the Chief Executive Officer (CEO). It forms part of the PESS Quality Management System and applies to all learners, assessors, Internal Quality Assurers (IQAs), administrative staff and other personnel involved in the delivery and quality assurance of PESS qualifications and training programmes.

Prepared By Position

Engr Centre Administration Centre Coordinator

Reviewed and Approved By Position

Engr. Senior Management Chief Executive Officer (CEO)

End of Policy

Policy Statement

REASONABLE ADJUSTMENTS AND SPECIAL

CONSIDERATION POLICY

Policy Statement

Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. (PESS) is committed to promoting equality of opportunity and ensuring that all learners have fair access to education, training, assessment and certification. The organisation recognises that some learners may require additional support or adjustments to enable them to participate fully in learning and assessment without compromising the integrity, validity or reliability of qualifications. PESS is committed to identifying and removing unnecessary barriers that may disadvantage learners with disabilities, long-term medical conditions, temporary injuries, learning difficulties or other legitimate circumstances that affect their ability to access learning or demonstrate their competence. Where appropriate and permitted by the relevant awarding organisation, PESS shall provide reasonable adjustments and special consideration in accordance with awarding organisation requirements, applicable legislation and organisational policies. The organisation is committed to ensuring that all decisions relating to reasonable adjustments and special consideration are made fairly, consistently, transparently and based upon appropriate evidence. Adjustments shall support equal opportunity while maintaining the standards and credibility of qualifications. This policy forms part of the PESS Quality Management System (QMS) and demonstrates the organisation’s commitment to inclusion, learner welfare and academic integrity.

Purpose

The purpose of this policy is to establish a clear framework for identifying, assessing, approving and implementing reasonable adjustments and special consideration for eligible learners.

The objectives of this policy are to:

• promote equality of opportunity in education and assessment;
• remove unnecessary barriers to learning and assessment;
• ensure learners receive appropriate support based on individual needs;
• maintain the validity and integrity of assessment decisions;
• comply with awarding organisation requirements and applicable legislation;
• provide a fair and transparent decision-making process;
• protect the rights and dignity of learners; and
• support learner achievement without compromising qualification standards.

Scope

This policy applies to all qualifications, professional training programmes, assessments and certification activities delivered by Proactive Environmental & Safety Solutions (SMC- Pvt.) Ltd. The policy applies to:

• Learners with permanent disabilities.
• Learners with temporary illnesses or injuries.
• Learners experiencing exceptional personal circumstances.
• Learners with specific learning difficulties.
• Learners require additional assessment support.
• All classroom, workplace, online and blended learning programmes.

This policy applies to:

• Chief Executive Officer (CEO).
• Centre Coordinator.
• Tutors, Trainers and Assessors.
• Internal Quality Assurers (IQAs).
• Administrative Staff.
• Learners.

Definitions

For the purposes of this policy: Reasonable Adjustment means an approved modification or support arrangement that enables a learner with a recognised need to access learning or assessment without changing the required assessment standards. Special Consideration means a post-assessment adjustment or consideration given to a learner who has experienced temporary illness, injury or exceptional circumstances immediately before or during an assessment. Disability refers to a long-term physical, sensory, intellectual or mental impairment that may substantially affect a learner’s ability to access learning or assessment. Supporting Evidence means documentation provided by the learner to support an application, such as medical certificates, professional reports or other relevant evidence.

Principles

PESS shall manage all applications for reasonable adjustments and special consideration according to the following principles. Equality of Opportunity: Every learner shall have equal opportunity to participate in learning and assessment regardless of disability, medical condition or personal circumstance. Fairness: Applications shall be considered individually, objectively and without discrimination. Confidentiality: Information relating to learner’s needs shall be treated confidentially and shared only with authorised personnel. Integrity of Assessment: Reasonable adjustments shall support access to assessment without reducing or altering the required learning outcomes or assessment standards. Evidence-Based Decision Making: All decisions shall be supported by appropriate evidence and comply with awarding organisation requirements. Learner-Centered Approach: PESS shall work with learners to identify appropriate support while encouraging independence and equal participation throughout the learning process.

Roles And Responsibilities

Maintaining an effective system for reasonable adjustments and special consideration is a shared responsibility.

Chief Executive Officer (CEO)

• The Chief Executive Officer shall approve this policy, ensure adequate

organisational resources are available and promote equality of opportunity throughout PESS.

Centre Coordinator

• The Centre Coordinator shall manage applications, coordinate communication with

awarding organisations where necessary, maintain records and monitor implementation of this policy.

Tutors and Trainers

• Tutors and Trainers shall identify learners who may require additional support,

provide guidance regarding available adjustments and refer learners to the Centre Coordinator where appropriate.

Assessors

• Assessors shall implement approved reasonable adjustments during assessment,

maintain assessment integrity and ensure that approved arrangements are applied consistently.

Internal Quality Assurers (IQAs)

• IQAs shall monitor the implementation of reasonable adjustments and special

consideration to ensure consistency, fairness and compliance with awarding organisation requirements.

Administrative Staff

• Administrative staff shall maintain confidential learner records, securely store

supporting documentation and assist with processing applications. Learners

• Learners are responsible for informing PESS of any disability, medical condition or

exceptional circumstance that may affect their learning or assessment as early as reasonably possible. Learners should provide accurate information and appropriate supporting evidence to enable applications to be considered fairly and promptly.

Application Procedure

PESS is committed to ensuring that learners who require reasonable adjustments or special consideration receive appropriate support through a fair, transparent and evidence-based process. Learners are encouraged to disclose any disability, medical condition or exceptional circumstance at the earliest opportunity, preferably during the enrolment process or before the commencement of the programme. Early disclosure enables PESS to assess individual requirements, identify appropriate support arrangements and implement approved adjustments before assessment activities begin.A learner requesting a reasonable adjustment or special consideration should normally submit:

• A completed application form (where applicable).
• Relevant medical evidence or professional reports.
• Supporting documentation from recognised professionals where appropriate.
• Any additional information requested by PESS or the awarding organisation.

Upon receipt of the application, the Centre Coordinator shall review the documentation and determine whether additional information is required before the request can be considered. Where awarding organisation approval is required before an adjustment can be implemented, PESS shall submit the necessary documentation in accordance with the awarding organisation’s published procedures. No reasonable adjustment or special consideration shall be implemented until appropriate approval has been obtained where required.

Assessment And Approval Process

Each application shall be considered individually, considering the learner’s specific circumstances, the requirements of the qualification and the integrity of the assessment. The assessment process shall include:

• Review of supporting evidence.
• Discussion with the learner where appropriate.
• Consultation with tutors, assessors or Internal Quality Assurers (IQAs).
• Consideration of awarding organisation requirements.
• Evaluation of possible adjustment options.
• Determination of whether the proposed adjustment is reasonable and appropriate.

PESS shall ensure that approved adjustments enable learners to demonstrate their knowledge, skills and competence without changing the learning outcomes, assessment criteria or qualification standards. Examples of reasonable adjustments may include:

• Additional assessment time.
• Rest breaks during assessments.
• Modified assessment materials.
• Alternative assessment locations.
• Use of assistive technology.
• Reader or scribe support where permitted.
• Accessible learning resources.
• Adapted furniture or equipment.

The specific adjustment provided shall always depend on the learner’s individual needs and the requirements of the relevant qualification.

Special Consideration

Special consideration may be considered where a learner experiences a temporary illness, injury or other exceptional circumstance immediately before or during an assessment that could adversely affect their performance. Examples may include:

• Serious illness.
• Accident or injury.
• Bereavement.
• Family emergency.
• Unexpected hospitalisation.
• Other exceptional circumstances beyond the learner’s control.

Applications for special consideration should be submitted as soon as reasonably practicable after the affected assessment. Supporting evidence shall normally be required before an application can be considered. Special consideration shall only be granted where permitted by the relevant awarding organisation and shall not compensate for lack of preparation, poor attendance or failure to complete required learning activities.

Record Keeping And Confidentiality

PESS shall maintain accurate and confidential records relating to all applications for reasonable adjustments and special consideration. Records shall include:

• Learner applications.
• Supporting medical or professional evidence.
• Assessment decisions.
• Approval records.
• Awarding organisation correspondence where applicable.
• Assessment arrangements implemented.
• Internal Quality Assurance records.
• Appeals or reviews where applicable.

All records shall be:

• Accurate.
• Complete.
• Securely stored.
• Confidential.
• Protected from unauthorised access.
• Retained in accordance with the PESS Document Control and Records Retention

Policy. Personal information relating to learner disabilities or medical conditions shall only be shared with authorised personnel who require the information to support the learner or administer the assessment process.

Monitoring And Continual Improvement

PESS is committed to continually improving the effectiveness of its arrangements for reasonable adjustments and special consideration. The implementation of this policy shall be monitored through:

• Internal Quality Assurance (IQA) activities.
• Internal audits.
• Learner feedback.

• Staff feedback.
• External Quality Assurance (EQA) reports.
• Management Review Meetings.
• Equality monitoring where appropriate.

Monitoring activities shall be used to identify:

• Opportunities for improvement.
• Training requirements.
• Procedural weaknesses.
• Changes to awarding organisation requirements.
• Learner support needs.

Corrective and Preventive Actions (CAPA) shall be implemented where appropriate to strengthen organisational practice and improve learner experience.

Related Policies

This policy shall be read in conjunction with:

• PESS-POL-001 Quality Assurance Policy.
• PESS-POL-002 Internal Quality Assurance (IQA) Policy.
• PESS-POL-003 Assessment Policy.
• PESS-POL-004 Learner Appeals Policy.
• PESS-POL-005 Learner Complaints Policy.
• PESS-POL-006 Malpractice and Maladministration Policy.
• PESS-POL-007 Recognition of Prior Learning (RPL) Policy.
• PESS-POL-009 Equality, Diversity and Inclusion Policy.
• PESS-POL-010 Health and Safety Policy.
• PESS-POL-011 Data Protection and Privacy Policy.
• PESS-POL-014 Document Control and Records Retention Policy.

References

This policy has been developed with reference to:

• ISO 9001:2015 – Quality Management Systems.
• Relevant Awarding Organisation Requirements and Qualification Specifications.
• Applicable National Legislation and Internal Policies and Procedures.

Policy Review

This policy shall be reviewed annually by the Centre Coordinator to ensure that it remains effective, current and aligned with legislative requirements, awarding organisation expectations and organisational objectives. An earlier review may be undertaken where:

• legislation or regulatory requirements change;
• awarding organisation requirements are updated;
• internal or external audit findings identify improvements;
• Learner support practices require enhancement;
• organisational restructuring occurs; or
• Senior management determines that revision is necessary.

All amendments shall be reviewed by the Centre Coordinator and approved by the Chief Executive Officer (CEO) before implementation.

DOCUMENT CONTROL

Field Details

Document Title Reasonable Adjustments and Special

Consideration Policy

Organisation Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. (PESS)

Policy Reference PESS-POL-008

Department Academic & Quality Assurance

Original Issue Date 01 January 2023

Version 2.0

Current Version Date 05 June 2026

Next Review Date 04 June 2027

Document Status Approved

Classification Controlled Internal Document

VERSION HISTORY

Version Issue Date Description

1.0 01 January 2023 Initial issue of the Reasonable

Adjustments and Special

Consideration Policy. 2.0 05 June 2026 Policy comprehensively reviewed and updated to align with the PESS Quality Management System (QMS),

ISO 9001:2015 principles and

recognised awarding organisation requirements.

REVIEW AND APPROVAL

This Reasonable Adjustments and Special Consideration Policy have been prepared by the Centre Coordinator and reviewed and approved by the Chief Executive Officer (CEO). It forms part of the PESS Quality Management System and applies to all learners, Trainers, assessors, Internal Quality Assurers (IQAs), administrative staff and other personnel involved in the delivery and quality assurance of PESS qualifications and training programmes.

Prepared By Position

Engr Centre Administration Centre Coordinator

Reviewed and Approved By Position

Engr. Senior Management Chief Executive Officer (CEO)

End of Policy

Policy Statement

Policy Statement

Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. (PESS) is committed to promoting equality, valuing diversity and creating an inclusive environment where every learner, employee, client and stakeholder is treated with dignity, fairness and respect. PESS believes that equality, diversity and inclusion are fundamental to delivering high- quality education, training and professional services. We recognise that individuals come from different backgrounds, cultures, experiences and abilities, and these differences enrich our organisation and contribute to a positive learning environment. The organisation is committed to ensuring that no individual is disadvantaged, excluded or treated less favourably because of age, disability, gender, gender identity, marital status, pregnancy or maternity, race, colour, nationality, ethnic origin, religion or belief, sexual orientation, socio-economic background or any other protected or personal characteristic. PESS is committed to eliminating unlawful discrimination, harassment, bullying and victimisation in all aspects of its operations. We actively promote a culture where equality of opportunity, mutual respect and professional behaviour are embedded throughout the organisation. This policy forms part of the PESS Quality Management System (QMS) and supports compliance with awarding organisation requirements, recognised equality principles and applicable legislation.

Purpose

The purpose of this policy is to establish a clear framework for promoting equality, embracing diversity and fostering inclusion across all activities undertaken by PESS. The objectives of this policy are to:

• promote equal opportunities for all learners, employees and stakeholders;
• create an inclusive and respectful learning environment;
• eliminate discrimination, harassment and victimisation;

• ensure fair access to education, training and assessment;
• support diversity within the workforce and learner community;
• comply with awarding organisation requirements and applicable legislation;
• promote awareness and understanding of equality and inclusion; and
• encourage continual improvement in organisational practices.

Scope

This policy applies to all activities undertaken by Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd., including education, training, assessment, consultancy and business operations. The policy applies to:

• Learners.
• Applicants.
• Employees.
• Tutors, Trainers and Assessors.
• Internal Quality Assurers (IQAs).
• Administrative Staff.
• Consultants.
• Contractors.
• Employers and Clients.
• Visitors to PESS premises.

The principles of this policy apply throughout the learner journey, including recruitment, admission, induction, teaching, assessment, certification, learner support and progression.

Definitions

For the purposes of this policy: Equality means ensuring that every individual has equal access to opportunities, services and resources without unfair discrimination. Diversity refers to recognising, respecting and valuing the differences that exist between individuals, including differences in background, culture, experience, beliefs and abilities.

Inclusion means creating an environment where every individual feels welcomed, respected, supported and able to participate fully in learning or work. Discrimination means treating an individual unfairly because of a protected or personal characteristic. Harassment means unwanted behaviour that violates an individual’s dignity or creates an intimidating, hostile, degrading, humiliating or offensive environment. Victimisation means treating an individual unfairly because they have made or supported a complaint relating to discrimination or equality.

Principles Of Equality, Diversity And Inclusion

PESS is committed to embedding the following principles throughout its organisation. Equality of Opportunity Every individual shall have equal opportunity to access learning, employment and professional development based on merit, ability and eligibility. Respect and Dignity All individuals shall be treated with courtesy, professionalism and respect regardless of their background or personal circumstances. Diversity PESS values the diversity of its learners and employees and recognises that different perspectives contribute to innovation, learning and organisational success. Inclusion The organisation shall actively promote participation by removing unnecessary barriers and creating an environment where everyone feels welcomed and valued. Fairness Organisational decisions relating to recruitment, admissions, assessment, promotion and learner support shall be based upon objective criteria and applied consistently. Zero Tolerance PESS operates a zero-tolerance approach towards discrimination, harassment, bullying, victimisation and any behaviour that undermines equality or inclusion.

Roles And Responsibilities

Maintaining equality, diversity and inclusion is a shared responsibility throughout the organisation.

Chief Executive Officer (CEO)

• The Chief Executive Officer shall provide strategic leadership by promoting equality,

approving this policy, ensuring adequate resources are available and fostering an inclusive organisational culture.

Centre Coordinator

• The Centre Coordinator shall coordinate the implementation of this policy, provide

guidance to staff and learners, monitor compliance, maintain records of equality- related issues and recommend improvement actions where necessary.

Tutors, Trainers and Assessors

Tutors, Trainers and Assessors shall:

• treat all learners fairly and respectfully;
• promote inclusive teaching and assessment practices;
• challenge discriminatory behaviour where appropriate;
• support learners with individual needs; and
• comply with this policy in all aspects of delivery programme.

Internal Quality Assurers (IQAs)

• IQAs should monitor assessment and quality assurance activities to ensure that

equality and inclusion principles are consistently applied throughout teaching and assessment.

Administrative Staff

• Administrative staff should provide services fairly, protect confidential information,

support equal access to organisational services and report any equality-related concerns. Learners: Learners are expected to:

• respect the rights and dignity of others;
• contribute to a safe, inclusive and respectful learning environment;
• avoid discriminatory, offensive or inappropriate behaviour;
• report incidents of discrimination, harassment or bullying; and
• comply with organisational policies relating to equality and professional conduct.

Promoting Equality, Diversity And Inclusion

PESS is committed to embedding the principles of equality, diversity and inclusion throughout all aspects of its operations. The organisation recognises that an inclusive learning and working environment contributes to learner achievement, employee wellbeing and organisational success. Equality, diversity and inclusion shall be considered in all organisational activities, including learner recruitment, admissions, teaching, assessment, certification, staff recruitment, promotion, professional development and customer service. PESS shall take reasonable steps to ensure that:

• Recruitment and admissions procedures are fair and transparent.
• Learning resources are accessible and inclusive wherever reasonably practicable.
• Teaching and assessment methods support the diverse needs of learners.
• Staff receive appropriate training in equality, diversity and inclusion.
• Learners are treated with dignity, courtesy and respect.
• Communication is clear, respectful and free from discriminatory language.
• Organisational policies promote equality and are applied consistently.
• Barriers to participation are identified and, where reasonably practicable, removed.

PESS shall actively encourage an organisational culture that values diversity, promotes mutual respect and recognises the positive contribution that different backgrounds, experiences and perspectives bring to the learning environment.

Reporting Discrimination, Harassment And Bullying

PESS encourages learners, employees and stakeholders to report any incident of discrimination, harassment, bullying or victimisation as soon as reasonably possible. Reports may be made verbally or in writing to the Centre Coordinator or, where appropriate, directly to the Chief Executive Officer (CEO). Individuals reporting concerns should provide where available:

• Details of the incident.
• Date, time and location.
• Names of individuals involved.
• Names of any witnesses.
• Supporting evidence where available.
• Any actions already taken.

PESS shall treat all reports seriously and investigate them fairly, confidentially and without unnecessary delay. No individual shall be subjected to retaliation, victimisation or unfair treatment for raising a genuine concern in good faith. Where appropriate, immediate action may be taken to protect learners or staff while an investigation is ongoing.

Investigation And Resolution

All reported incidents shall be investigated objectively, impartially and confidentially. The investigation may include:

• Interviews with the complainant.
• Interviews with the individual(s) concerned.
• Review of relevant documents.
• Statements from witnesses.
• Examination of supporting evidence.
• Review of organisational procedures.

Throughout the investigation process:

• Every individual shall be treated fairly.
• Confidentiality shall be maintained.
• Decisions shall be evidence-based.
• Natural justice shall be observed.

Following the investigation, appropriate action shall be determined according to the seriousness of the matter. Possible outcomes may include:

• Informal resolution.
• Mediation where appropriate.
• Staff guidance or counselling.
• Additional training.
• Formal warning.
• Disciplinary action.

• Referral to another organisational procedure.
• Referral to the relevant authority where required by law.

Where organisational weaknesses are identified, corrective and preventive actions should be implemented to reduce the likelihood of recurrence.

Monitoring And Continual Improvement

PESS recognises that equality, diversity and inclusion require continuous monitoring and improvement. The effectiveness of this policy shall be monitored through:

• Internal audits.
• Learner feedback.
• Employee feedback.
• Complaints and appeals analysis.
• Internal Quality Assurance (IQA) reports.
• Management Review Meetings.
• Staff performance reviews.
• Equality-related training evaluations.

Monitoring information shall be used to identify:

• Areas for improvement.
• Training needs.
• Equality trends.
• Barriers to participation.
• Opportunities to improve learner and employee experience.

Corrective and Preventive Actions (CAPA) shall be implemented where necessary to strengthen equality, diversity and inclusion throughout the organisation. Senior Management shall regularly review equality performance and ensure that improvement actions are effectively implemented.

Related Policies

This policy shall be read in conjunction with:

• PESS-POL-001 Quality Assurance Policy.
• PESS-POL-002 Internal Quality Assurance (IQA) Policy.
• PESS-POL-003 Assessment Policy.
• PESS-POL-004 Learner Appeals Policy.
• PESS-POL-005 Learner Complaints Policy.
• PESS-POL-006 Malpractice and Maladministration Policy.
• PESS-POL-007 Recognition of Prior Learning (RPL) Policy.
• PESS-POL-008 Reasonable Adjustments and Special Consideration Policy.
• PESS-POL-010 Health and Safety Policy.
• PESS-POL-011 Data Protection and Privacy Policy.
• PESS-POL-012 Learner Recruitment and Admissions Policy.
• PESS-POL-013 Staff Recruitment, Induction and Continuing Professional

Development (CPD) Policy.

• PESS-POL-014 Document Control and Records Retention Policy.
• PESS-POL-015 Conflict of Interest Policy.

References

This policy has been developed with reference to recognised quality management principles and applicable requirements, including:

• ISO 9001:2015 – Quality Management Systems.
• Relevant Awarding Organisation Requirements.
• Applicable National Legislation and Internal Policies and Procedures.

Policy Review

This policy shall be reviewed annually by the Centre Coordinator to ensure that it remains effective, current and aligned with legislative requirements, awarding organisation expectations and organisational objectives. An earlier review may be undertaken where:

• legislation or regulatory requirements change;
• awarding organisation requirements are revised;
• internal or external audit findings identify improvement opportunities;
• significant equality-related incidents occur;
• organisational restructuring takes place; or
• Senior management determines that revision is necessary.

All amendments shall be reviewed by the Centre Coordinator and approved by the Chief Executive Officer (CEO) before implementation.

DOCUMENT CONTROL

Field Details

Document Title Equality, Diversity and Inclusion (EDI) Policy Organisation Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. (PESS)

Policy Reference PESS-POL-009

Department Academic & Quality Assurance

Original Issue Date 01 January 2023

Version 2.0

Current Version Date 05 June 2026

Next Review Date 04 June 2027

Document Status Approved

Classification Controlled Internal Document

VERSION HISTORY

Version Issue Date Description

1.0 01 January 2023 Initial issue of the Equality,

Diversity and Inclusion (EDI)

Policy. 2.0 05 June 2026 Policy comprehensively reviewed and updated to align with the PESS Quality Management System (QMS),

ISO 9001:2015 principles and

recognised awarding organisation requirements.

REVIEW AND APPROVAL

This Equality, Diversity and Inclusion (EDI) Policy has been prepared by the Centre Coordinator and reviewed and approved by the Chief Executive Officer (CEO). It forms part of the PESS Quality Management System and applies to all learners, employees, consultants, contractors, clients and other stakeholders associated with PESS.

Prepared By Position

Engr. Centre Administration Centre Coordinator

Reviewed and Approved By Position

Engr. Senior Management Chief Executive Officer (CEO)

End of Policy

Policy Statement

Policy Statement

Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. (PESS) is committed to providing and maintaining a safe, healthy and secure environment for all learners, employees, contractors, visitors and other stakeholders who may be affected by our activities. As a professional Health, Safety and Environmental (HSE) training and consultancy organisation, PESS recognises that effective health and safety management is fundamental to organisational success and reflects our commitment to professional excellence. We believe that every accident, injury and work-related illness is preventable through effective planning, risk management, competent supervision and active participation by all personnel. The organisation is committed to complying with applicable health and safety legislation, recognised industry standards and awarding organisation requirements. We shall take all reasonably practicable measures to eliminate hazards, reduce risks and promote a positive health and safety culture throughout all areas of our operations. Health and safety responsibilities apply equally to classroom training, practical demonstrations, workplace visits, consultancy activities, online learning, office operations and any other activities undertaken by PESS. PESS is committed to continual improvement of its Health and Safety Management System through regular monitoring, consultation, risk assessment, training and management review. This policy forms part of the PESS Quality Management System (QMS) and demonstrates our commitment to protecting people, property, information and the environment

Purpose

The purpose of this policy is to establish a comprehensive framework for managing health and safety throughout Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd.

The objectives of this policy are to:

• provide a safe and healthy learning and working environment;
• prevent work-related injuries, illnesses and accidents;
• identify workplace hazards and control associated risks;
• promote health and safety awareness among learners and employees;
• ensure compliance with applicable legislation and recognised standards;
• establish clear health and safety responsibilities;
• prepare for emergencies through effective planning and response arrangements;
• protect visitors, contractors and members of the public who may be affected by our

activities; and

• promote continual improvement in health and safety performance.

Scope

This policy applies to all activities undertaken by Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. The policy covers:

• Office operations.
• Training centres and classrooms.
• Practical training activities.
• Consultancy services.
• Workplace visits.
• Online and blended learning.
• Meetings, seminars and events.
• Business travel was undertaken on behalf of PESS.

This policy applies to:

• Chief Executive Officer (CEO).
• Centre Coordinator.
• Tutors, Trainers and Assessors.
• Internal Quality Assurers (IQAs).
• Administrative Staff.
• Learners.
• Contractors and Consultants.
• Visitors.

Every person associated with PESS has a responsibility to contribute to a safe and healthy environment by complying with this policy and cooperating with health and safety arrangements.

Definitions

For the purposes of this policy: Hazard means anything with the potential to cause injury, illness, damage to property or harm to the environment. Risk means the likelihood that a hazard will cause harm together with the severity of that harm. Risk Assessment means the systematic process of identifying hazards, evaluating risks and implementing suitable control measures. Incident means any unplanned event that results in, or could have resulted in, injury, illness, damage or loss. Near Miss means an unplanned event that did not result in injury or damage but had the potential to do so. Control Measure means an action or precaution implemented to eliminate or reduce risk.

Health And Safety Principles

PESS shall manage health and safety according to the following principles.

Leadership and Commitment

Senior Management shall demonstrate visible commitment to health and safety by providing leadership, adequate resources and continual support for effective health and safety management.

Risk Management

Hazards shall be identified, risks assessed and appropriate control measures implemented before work or training activities commence. Risk assessments shall be reviewed periodically whenever significant changes occur.

Legal Compliance

PESS shall comply with applicable occupational health and safety legislation, recognised standards and awarding organisation requirements.

Consultation and Participation

Employees and learners shall be encouraged to participate in health and safety activities by reporting hazards, suggesting improvements and supporting safe working practices.

Continual Improvement

Health and safety should be monitored regularly, and improvement actions should be implemented where opportunities are identified. The organisation should continually review its health and safety arrangements to enhance performance and reduce risk.

Roles And Responsibilities

Health and safety is a shared responsibility throughout the organisation.

Chief Executive Officer (CEO)

The Chief Executive Officer shall provide overall leadership for health and safety by approving this policy, allocating adequate resources, promoting a positive safety culture and ensuring compliance with legal and organisational requirements.

Centre Coordinator

The Centre Coordinator shall coordinate the implementation of this policy, maintain health and safety records, monitor compliance, organise safety inspections and report significant health and safety matters to senior management.

Tutors, Trainers and Assessors

Tutors Trainers and Assessors shall:

• deliver training safely;
• conduct activities in accordance with approved procedures;
• identify hazards before practical sessions;
• supervise learners appropriately;
• report incidents and unsafe conditions;
• promote safe behaviour throughout learning activities; and
• cooperate with organisational health and safety arrangements.

Administrative Staff

Administrative staff shall maintain a safe office environment, report hazards, cooperate with safety procedures, maintain emergency contact information and support health and safety documentation. Learners Learners shall take reasonable care of their own health and safety and that of others who may be affected by their actions. Learners are expected to:

• follow health and safety instructions;
• use equipment safely;
• wear required personal protective equipment (PPE) where applicable;
• report hazards, incidents and near misses immediately;
• cooperate with emergency procedures; and
• behave responsibly throughout training and assessment activities.

Contractors and Visitors

Contractors and visitors shall comply with PESS health and safety requirements while on PESS premises or participating in activities organised by the organisation. They shall cooperate with staff, follow emergency arrangements and report any hazards or incidents immediately.

Risk Assessment And Risk Control

PESS recognises that effective risk management is fundamental to preventing accidents, protecting people and maintaining a safe learning and working environment. Before any training programme, practical exercise, consultancy activity or workplace visit is undertaken, potential hazards should be identified and suitable control measures implemented. Risk assessments shall be completed by competent personnel and reviewed whenever there are significant changes to activities, equipment, premises or legislation. Existing assessments shall also be reviewed periodically to ensure they remain effective and appropriate. The risk assessment process shall include:

• Identifying hazards.
• Determining who may be harmed.
• Evaluating the level of risk.
• Selecting appropriate control measures.

• Recording significant findings.
• Communicating controls to affected persons.
• Reviewing the effectiveness of implemented controls.

PESS shall apply the hierarchy of controls wherever reasonably practicable, giving priority to eliminating hazards before considering substitution, engineering controls, administrative controls and personal protective equipment (PPE). All employees and learners are expected to cooperate with risk control measures and immediately report any new hazards or unsafe conditions identified during their activities.

Accident, Incident And Near-Miss Reporting

PESS encourages prompt reporting of all accidents, incidents, dangerous occurrences and near misses, regardless of whether injury or damage has occurred. Timely reporting enables the organisation to investigate causes, implement corrective actions and prevent recurrence. All incidents shall be reported immediately to the relevant Tutor, Trainer, Assessor or the Centre Coordinator. Incident reports shall normally include:

• Date and time of the incident.
• Location.
• Individuals involved.
• Description of the event.
• Injury or damage sustained.
• Immediate action taken.
• Witness details where applicable.
• Recommendations for preventing recurrence.

Every reported incident shall be investigated to determine the root cause rather than assigning blame. Investigation findings shall be documented and used to improve organisational health and safety performance. Corrective and Preventive Actions (CAPA) should be implemented where necessary and monitored until completed.

Emergency Preparedness And Response

PESS shall establish and maintain emergency procedures designed to protect learners, employees and visitors during emergency situations. Emergency arrangements shall cover foreseeable situations including:

• Fire.
• Medical emergencies.
• Natural disasters.
• Security incidents.
• Utility failures.
• Building evacuation.
• Other emergency situations relevant to organisational activities.

Emergency procedures shall be clearly communicated to employees and learners during induction or before training activities commence. Emergency exits, assembly points, emergency contact details and evacuation procedures shall be displayed prominently where appropriate. Periodic emergency drills may be conducted to evaluate preparedness and identify opportunities for improvement. Following any emergency event or drill, PESS shall review performance and implement improvements where required.

Fire Safety And First Aid

PESS is committed to maintaining effective fire prevention and first aid arrangements throughout its operations. Fire safety arrangements shall include:

• Maintaining suitable fire detection and alarm systems.
• Providing appropriate fire extinguishers.
• Maintaining clear emergency exits and escape routes.
• Displaying emergency evacuation procedures.
• Conducting periodic fire safety inspections.
• Providing fire safety awareness to employees.

First aid arrangements shall include:

• Availability of appropriately stocked first aid kits.
• Identification of trained first aid personnel where appropriate.
• Prompt reporting and recording of injuries.
• Access to emergency medical assistance when required.

Employees and learners shall familiarise themselves with emergency procedures and cooperate fully during emergency situations.

Health And Safety Training And Competence

PESS recognises that competent personnel are essential for maintaining a safe and healthy learning environment. Health and safety training shall be provided according to individual roles and organisational needs. Training may include:

• Staff induction.
• Fire safety awareness.
• Emergency procedures.
• Manual handling.
• Risk assessment awareness.
• Safe use of equipment.
• First aid awareness.
• Incident reporting procedures.
• Workplace safety responsibilities.

Additional training shall be provided whenever new equipment, new working methods or new hazards are introduced. The organisation encourages continual professional development to strengthen health and safety competence across all departments.

Monitoring, Audit And Continual Improvement

PESS shall regularly monitor the effectiveness of its Health and Safety Management System to ensure continual compliance and improvement.

Monitoring activities shall include:

• Workplace inspections.
• Internal audits.
• Risk assessment reviews.
• Incident trend analysis.
• Learner and employee feedback.
• Management Review Meetings.
• Health and safety performance indicators.
• External audit findings where applicable.

Monitoring information shall be analyzed to identify:

• Opportunities for improvement.
• Emerging health and safety risks.
• Staff training needs.
• Procedural weaknesses.
• Compliance issues.

Where deficiencies are identified, appropriate Corrective and Preventive Actions (CAPA) shall be implemented and monitored until satisfactory completion. PESS is committed to continually improving health and safety performance through effective planning, consultation and management review.

Related Policies

This policy shall be read in conjunction with:

• PESS-POL-001 Quality Assurance Policy.
• PESS-POL-002 Internal Quality Assurance (IQA) Policy.
• PESS-POL-005 Learner Complaints Policy.
• PESS-POL-006 Malpractice and Maladministration Policy.
• PESS-POL-008 Reasonable Adjustments and Special Consideration Policy.
• PESS-POL-009 Equality, Diversity and Inclusion Policy.
• PESS-POL-011 Data Protection and Privacy Policy.
• PESS-POL-014 Document Control and Records Retention Policy.
• PESS-POL-015 Conflict of Interest Policy.

References

This policy has been developed with reference to recognised health and safety management principles and applicable requirements, including:

• ISO 9001:2015 – Quality Management Systems.
• ISO 45001:2018 – Occupational Health and Safety Management Systems.
• Applicable National Health and Safety Legislation.
• Relevant Awarding Organisation Requirements and Internal Policies and

Procedures.

Policy Review

This Health and Safety Policy shall be reviewed annually by the Centre Coordinator to ensure that it remains effective, current and aligned with legislative requirements, and recognised best practice and organisational objectives. An earlier review may be undertaken where:

• applicable legislation changes;
• significant incidents or accidents occur;
• organisational activities change significantly;
• internal or external audit findings require improvement;
• new health and safety risks are identified; or
• Senior management determines that revision is necessary.

All amendments shall be reviewed by the Centre Coordinator and approved by the Chief Executive Officer (CEO) before implementation.

DOCUMENT CONTROL

Field Details

Document Title Health and Safety Policy

Organisation Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. (PESS)

Policy Reference PESS-POL-010

Department Health, Safety & Quality

Original Issue Date 01 January 2023

Version 2.0

Current Version Date 05 June 2026

Next Review Date 04 June 2027

Document Status Approved

Classification Controlled Internal Document

VERSION HISTORY

Version Issue Date Description

1.0 01 January 2023 Initial issue of the Health and Safety Policy. 2.0 05 June 2026 Policy comprehensively reviewed and updated to align with the PESS Quality Management System (QMS),

ISO 9001:2015, ISO 45001:2018

principles and recognised awarding organisation requirements.

REVIEW AND APPROVAL

This Health and Safety Policy have been prepared by the Centre Coordinator and reviewed and approved by the Chief Executive Officer (CEO). It forms part of the PESS Quality Management System and applies to all learners, employees, consultants, contractors, visitors and other stakeholders engaged in activities undertaken by Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd.

Prepared By Position

Engr. Centre Administration Centre Coordinator

Reviewed and Approved By Position

Engr. Senior Management Chief Executive Officer (CEO)

End of Policy

Policy Statement

Policy Statement

Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. (PESS) recognises the importance of protecting personal information and is committed to managing all personal data responsibly, securely and lawfully. The organisation understands that learners, employees, clients, awarding organisations and other stakeholders trust PESS to safeguard their personal information, and we are committed to maintaining that trust through effective information management practices. PESS collects, processes, stores and retains personal information only for legitimate educational, administrative and business purposes. The organisation is committed to ensuring that all personal information is handled fairly, transparently and confidentially while maintaining the highest standards of information security. The organisation shall implement appropriate technical and organisational measures to protect personal information against unauthorised access, disclosure, alteration, loss or destruction. Access to personal information shall be restricted to authorised personnel who require the information to perform their duties. All employees, consultants, contractors and individuals acting on behalf of PESS have a responsibility to protect confidential information and comply with this policy. This policy forms part of the PESS Quality Management System (QMS) and supports compliance with recognised data protection principles, awarding organisation requirements and applicable legislation.

Purpose

The purpose of this policy is to establish a comprehensive framework for the collection, use, storage, protection, sharing and disposal of personal information throughout Proactive Environmental & Safety Solutions. The objectives of this policy are to:

• protect the privacy of learners, employees and stakeholders;
• ensure personal information is processed lawfully and fairly;

• maintain confidentiality, integrity and availability of information;
• establish clear responsibilities for information security;
• reduce the risk of data breaches and unauthorised disclosure;
• support compliance with awarding organisation requirements and applicable

legislation;

• promote good information management practices throughout the organisation; and
• support continual improvement in information security.

Scope

This policy applies to all personal information collected, processed or retained by Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. The policy applies to information relating to:

• Learners.
• Employees.
• Tutors, Trainers and Assessors.
• Internal Quality Assurers (IQAs).
• Consultants and Contractors.
• Employers and Clients.
• Awarding organisations.
• Business partners where applicable.

This policy applies to information held in:

• Paper records.
• Electronic records.
• Email communications.
• Learning Management Systems (LMS).
• Student management systems.
• Cloud storage.
• Portable electronic devices.
• Backup systems.

The policy applies to all employees, consultants, contractors and other authorised individuals who have access to organisational information.

Definitions

For the purposes of this policy: Personal Data means any information relating to an identified or identifiable individual. Processing means collecting, recording, storing, organising, retrieving, using, sharing, updating or disposing of personal information. Confidential Information means information that is not publicly available and requires protection against unauthorised disclosure. Data Breach means any accidental or unlawful loss, destruction, alteration, unauthorised disclosure of or access to personal information. Information Security means the protection of information to maintain its confidentiality, integrity and availability.

Data Protection Principles

PESS shall process personal information in accordance with the following principles. Lawfulness and Fairness Personal information shall be collected and processed only for legitimate organisational purposes and in a fair, lawful and transparent manner. Purpose Limitation Information shall only be collected for specified educational, administrative or business purposes and shall not be used for unrelated activities without appropriate justification. Data Minimization PESS shall collect only the personal information that is necessary to perform its legitimate functions and fulfil awarding organisation or legal requirements Reasonable steps should be taken to ensure that personal information remains accurate, complete and up to date. Individuals may request correction of inaccurate information where appropriate. Security Appropriate technical and organisational measures shall be implemented to protect information against unauthorised access, loss, misuse or disclosure. Confidentiality Employees shall treat all confidential information with the highest level of professional care and shall not disclose information except where authorised or legally required.

Roles And Responsibilities

Protecting personal information is a shared responsibility throughout the organisation.

Chief Executive Officer (CEO)

• The Chief Executive Officer shall provide overall leadership for information

governance, approve this policy, ensure adequate resources are available and promote a culture of information security and confidentiality.

Centre Coordinator

• The Centre Coordinator shall oversee the implementation of this policy, maintain

information management procedures, monitor compliance, coordinate investigations relating to information security incidents and maintain appropriate organisational records.

Trainers and Assessors

Trainers and Assessors shall:

• protect confidential information;
• use personal information only for authorised purposes;
• maintain secure records;
• report suspected data breaches immediately;
• comply with organisational procedures relating to information security.

Internal Quality Assurers (IQAs)

• IQAs shall ensure that learner assessment records are managed securely and

confidentially throughout Internal Quality Assurance activities.

Administrative Staff

Administrative staff should maintain learner and organisational records securely, control access to confidential information, manage document retention and support secure disposal of records. Learners Learners are expected to provide accurate personal information, notify PESS of relevant changes and respect the confidentiality and privacy of other learners and staff throughout their studies.

Collection And Use Of Personal Information

PESS collects personal information only where it is necessary for the effective delivery of education, training, assessment, certification and organisational administration. Personal information shall be collected fairly, transparently and directly from the individual wherever reasonably practicable. The organisation should ensure that personal information is only used for legitimate educational, contractual, operational or legal purposes and shall not be processed in a manner that is incompatible with the purpose for which it was originally collected. Personal information may be collected for purposes including:

• Learner registration and admission.
• Identity verification.
• Qualification registration.
• Assessment and certification.
• Communication with learners and employers.
• Attendance monitoring.
• Fee administration.
• Internal Quality Assurance (IQA).
• External Quality Assurance (EQA).
• Regulatory compliance.
• Health and safety management.
• Customer support.
• Staff recruitment and employment administration.

PESS shall ensure that individuals are informed of the reasons for collecting personal information and how that information will be used, stored and protected. The organisation shall only collect information that is relevant, adequate and necessary for the services being provided.

Information Security And Access Control

PESS is committed to maintaining appropriate technical and organisational safeguards to protect personal information against accidental loss, unauthorised access, alteration, disclosure or destruction.

Information security measures shall include:

• Secure storage of paper records.
• Password-protected computer systems.
• Controlled access to electronic records.
• Secure backup procedures.
• Antivirus and cybersecurity protection.
• Restricted access based on job responsibilities.
• Secure disposal of confidential documents.
• Protection of portable electronic devices.

Only authorised personnel shall have access to personal information required to perform their duties. Employees shall:

• Protect passwords and access credentials.
• Avoid sharing confidential information without authorisation.
• Lock computers when unattended.
• Secure confidential documents when not in use.
• Report suspected security weaknesses immediately.

PESS shall regularly review its information security arrangements to ensure they remain effective and appropriate.

Data Sharing And Disclosure

PESS recognises that personal information may occasionally need to be shared with authorised third parties to fulfil educational, contractual or legal obligations. Personal information shall only be disclosed where:

• The individual has provided appropriate consent where required.
• Disclosure is necessary for qualification registration or certification.
• Information is requested by an awarding organisation.
• Disclosure is required by law.
• Disclosure is necessary to protect the safety or welfare of an individual.
• Disclosure is required during an external audit or regulatory inspection.

Examples of authorised recipients may include:

• Awarding organisations.
• Regulatory authorities.
• External Quality Assurers (EQAs).
• Professional bodies.
• Government authorities where legally required.

PESS shall not sell, rent or otherwise disclose personal information for commercial marketing purposes without appropriate legal authority or consent. Where information is shared with authorised organisations, reasonable steps should be taken to ensure that confidentiality is maintained.

Data Retention And Secure Disposal

PESS shall retain personal information only for as long as necessary to fulfil organisational, contractual, legal or awarding organisation requirements. Retention periods shall be determined in accordance with:

• Awarding organisation requirements.
• Applicable legislation.
• Organisational procedures.
• Business needs.
• Audit requirements.

When personal information is no longer required, it shall be securely disposed of in a manner that prevents unauthorised access or recovery. Secure disposal methods may include:

• Cross-cut shredding of confidential paper records.
• Secure deletion of electronic records.
• Permanent destruction of digital storage media where appropriate.
• Disposal through approved confidential waste procedures.

The organisation should ensure that confidential information is not discarded in ordinary waste where unauthorised individuals may gain access.

Data Breach Management

PESS recognises the importance of responding promptly to actual or suspected data breaches. All employees shall immediately report any suspected loss, theft, unauthorised disclosure or misuse of personal information to the Centre Coordinator. Examples of data breaches may include:

• Loss of confidential documents.
• Unauthorised access to learner records.
• Disclosure of personal information to the wrong recipient.
• Theft or loss of laptops or storage devices.
• Cybersecurity incidents.
• Accidental publication of confidential information.

Where a data breach occurs, PESS shall:

• Assess the nature and extent of the breach.
• Take immediate action to contain the incident.
• Investigate the cause.
• Assess potential risks.
• Notify affected parties where appropriate.
• Report the incident to relevant authorities or awarding organisations where

required.

• Implement corrective and preventive actions to prevent recurrence.

All data breaches shall be documented and reviewed as part of the organisation’s continual improvement process.

Monitoring And Continual Improvement

PESS is committed to continually improving its information management and data protection practices. The effectiveness of this policy shall be monitored through:

• Internal audits and Internal Quality Assurance activities.
• Information security reviews.
• Staff feedback and Learner feedback.
• Management Review Meetings.
• External audit findings and Awarding organisation recommendations.

Monitoring activities shall be used to identify:

• Information security risks.
• Training requirements.
• Opportunities for improvement.
• Procedural weaknesses.
• Compliance issues.

Corrective and Preventive Actions (CAPA) should be implemented where necessary to strengthen information security and protect personal information.

Related Policies

This policy shall be read in conjunction with:

• PESS-POL-001 Quality Assurance Policy.
• PESS-POL-002 Internal Quality Assurance (IQA) Policy.
• PESS-POL-003 Assessment Policy.
• PESS-POL-004 Learner Appeals Policy.
• PESS-POL-005 Learner Complaints Policy.
• PESS-POL-006 Malpractice and Maladministration Policy.
• PESS-POL-008 Reasonable Adjustments and Special Consideration Policy.
• PESS-POL-009 Equality, Diversity and Inclusion Policy.
• PESS-POL-010 Health and Safety Policy.
• PESS-POL-014 Document Control and Records Retention Policy.
• PESS-POL-015 Conflict of Interest Policy.

References

This policy has been developed with reference to:

• ISO 9001:2015 – Quality Management Systems.
• Relevant Awarding Organisation Requirements.
• Applicable Data Protection and Privacy Legislation.
• PESS Quality Management System (QMS).
• Internal Policies and Procedures.

Policy Review

This policy shall be reviewed annually by the Centre Coordinator to ensure that it remains current, effective and aligned with legislative requirements, information security best practice and organisational objectives. An earlier review may be undertaken where:

• applicable data protection legislation changes;
• awarding organisation requirements are updated;
• significant data breaches occur;
• internal or external audit findings require policy amendments;
• information technology systems have changed significantly; or
• Senior management determines that revision is necessary.

All amendments shall be reviewed by the Centre Coordinator and approved by the Chief Executive Officer (CEO) before implementation.

DOCUMENT CONTROL

Field Details

Document Title Data Protection and Privacy Policy Organisation Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. (PESS)

Policy Reference PESS-POL-011

Department Academic & Quality Assurance

Original Issue Date 01 January 2023

Version 2.0

Current Version Date 05 June 2026

Next Review Date 04 June 2027

Document Status Approved

Classification Controlled Internal Document

VERSION HISTORY

Version Issue Date Description

1.0 01 January 2023 Initial issue of the Data Protection and Privacy Policy. 2.0 05 June 2026 Policy comprehensively reviewed and updated to align with the PESS Quality Management System (QMS), ISO 9001:2015 principles, recognised awarding organisation requirements and good information governance practices.

REVIEW AND APPROVAL

This Data Protection and Privacy Policy has been prepared by the Centre Coordinator and reviewed and approved by the Chief Executive Officer (CEO). It forms part of the PESS Quality Management System and applies to all learners, employees, trainers, assessors, Internal Quality Assurers (IQAs), consultants, contractors and other individuals who collect, process or manage personal information on behalf of Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd.

Prepared By Position

Engr. Centre Administration Centre Coordinator

Reviewed and Approved By Position

Engr. Senior Management Chief Executive Officer (CEO)

End of Policy

Policy Statement

Policy Statement

Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. (PESS) is committed to operating a fair, transparent and learner-centred recruitment and admissions process that provides equal opportunities for all eligible applicants. The organisation aims to recruit learners who have the ability, commitment and potential to successfully complete their chosen programme while ensuring compliance with awarding organisation requirements and applicable legislation. PESS recognises that the recruitment and admission process is the first stage of the learner journey and therefore plays an essential role in supporting learner success, satisfaction and progression. The organisation is committed to providing accurate information, impartial advice and appropriate guidance so that applicants can make informed decisions about their education and professional development. Admissions decisions shall be based on published entry requirements, qualification specifications and objective evidence. No applicant shall be unfairly disadvantaged on the basis of age, gender, disability, race, nationality, religion or belief, marital status, pregnancy or maternity, socio-economic background or any other protected or personal characteristic. PESS is committed to ensuring that all recruitment activities are ethical, professional and free from misleading or false information. Marketing materials, promotional activities and learner guidance shall accurately reflect the qualifications, services and opportunities offered by the organisation. This policy forms part of the PESS Quality Management System (QMS) and supports compliance with awarding organisation requirements, recognised quality management principles and applicable legislation.

Purpose

The purpose of this policy is to establish a structured framework for recruiting, selecting and admitting learners in a fair, consistent and transparent manner. The objectives of this policy are to:

• provide equal access to learning opportunities for eligible applicants;
• ensure admissions decisions are fair, objective and evidence-based;
• provide applicants with accurate information and impartial guidance;
• verify that applicants meet published entry requirements;
• identify any learner support needs before enrolment;
• ensure compliance with awarding organisation requirements;
• maintain accurate learner admission records; and
• promote learner success through appropriate programme selection.

Scope

This policy applies to all qualifications, professional training programmes, short courses and certification programmes delivered by Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. The policy applies to:

• Prospective learners.
• Applicants.
• Enrolled learners.
• Chief Executive Officer (CEO).
• Centre Coordinator.
• Admissions personnel.
• Tutors, Trainers and Assessors.
• Internal Quality Assurers (IQAs).
• Administrative Staff.

This policy applies to classroom-based, online, blended and workplace learning programmes delivered by PESS.

Definitions

For the purposes of this policy: Applicant means an individual who has applied for admission to a programme offered by PESS. Admission means the formal process through which an applicant is accepted and enrolled onto a qualification or training programme. Entry Requirements refer to the academic, professional or other eligibility criteria established by PESS or the relevant awarding organisation. Learner Induction means the structured process of introducing newly enrolled learners to the organisation, programme requirements, policies and available support services. Enrolment means the completion of all administrative requirements necessary for a learner to commence their programme.

Recruitment And Admissions Principles

PESS shall conduct learner recruitment and admissions according to the following principles.

Fairness

• Every applicant shall receive equal consideration based upon published entry

requirements and relevant evidence.

• Admissions decisions shall be free from discrimination, favoritism or bias.

Transparency

• Applicants shall receive accurate information regarding programme content, entry

requirements, fees, assessment arrangements, certification and progression opportunities before enrolment.

Equality of Opportunity

• PESS is committed to providing equal access to education and training while

supporting applicants with additional learning needs through appropriate organisational policies.

Integrity

• The organisation shall ensure that all admissions information, learner records and

supporting documentation are accurate, authentic and securely maintained.

• False declarations or fraudulent documentation may result in rejection of an

application or withdrawal of admission.

Learner-Centred Approach

• PESS shall support applicants in selecting programmes that are appropriate to their

qualifications, experience, career aspirations and individual learning needs.

• Applicants shall receive guidance throughout the admissions process to help them

make informed decisions.

Roles And Responsibilities

Maintaining a fair and effective learner recruitment and admissions process is a shared responsibility.

Chief Executive Officer (CEO)

The Chief Executive Officer shall provide strategic oversight of learner recruitment and admissions, approve this policy, allocate appropriate organisational resources and ensure compliance with awarding organisation requirements.

Centre Coordinator

• The Centre Coordinator shall manage the admissions process, verify applicant

documentation, maintain learner records, monitor compliance with this policy and ensure that admissions decisions are implemented consistently.

Admissions and Administrative Staff

Admissions and Administrative Staff shall:

• provide accurate information to applicants;
• process applications promptly;
• verify supporting documentation;
• maintain confidential learner records;
• communicate admissions decisions; and
• support learner enrolment and induction activities.

Tutors, Trainers and Assessors

• Tutors, Trainers and Assessors should provide academic guidance where required,

identify learner support needs, participate in admissions interviews where appropriate and support learner induction.

Internal Quality Assurers (IQAs)

• Internal Quality Assurers shall monitor admissions practices where relevant to

ensure compliance with organisational procedures and awarding organisation requirements.

Applicants and Learners

Applicants are responsible for:

• providing accurate and complete information;
• submitting authentic supporting documents;
• meeting programme entry requirements;
• informing PESS of any changes to their application; and
• complying with organisational admission procedures.

Learners are expected to participate fully in the induction process and familiarise themselves with organisational policies and programme requirements before commencing their studies.

Recruitment And Admissions Process

PESS has established a structured and transparent recruitment and admissions process to ensure that all applicants are treated fairly, consistently and professionally. The admissions process is designed to verify learner eligibility, provide appropriate guidance and ensure that applicants are enrolled on programmes that match their qualifications, experience and career aspirations. The recruitment and admissions process normally consists of the following stages:

• Initial enquiry and information provision.
• Career guidance and programme selection.
• Submission of the application form.
• Verification of supporting documents.
• Assessment of eligibility against entry requirements.

• Admissions decision.
• Fee confirmation and registration.
• Learner enrolment.
• Learner induction.
• Commencement of the programme.

Throughout the admissions process, applicants shall receive accurate information regarding programme content, duration, assessment methods, fees, progression opportunities, learner responsibilities and organisational policies. Where necessary, applicants may be invited to attend an interview or advisory meeting to determine whether the selected programme is appropriate for their qualifications, skills and professional experience. PESS reserves the right to refuse admission where applicants do not satisfy published entry requirements, submit false information or fail to meet awarding organisation requirements.

Entry Requirements And Verification

Admission to qualifications and training programmes shall be based upon the published entry requirements established by PESS and, where applicable, the relevant awarding organisation. Entry requirements may include:

• Academic qualifications.
• Professional qualifications.
• Relevant work experience.
• English language proficiency where required.
• Age requirements.
• Identification documents.
• Other programme-specific requirements.

All supporting documentation submitted by applicants shall be verified before admission is confirmed.

Verification may include:

• Review of academic certificates.
• Verification of professional qualifications.
• Identity verification.
• Employment confirmation where applicable.
• Reference checks.
• Awarding organisation verification where required.

Where there is reasonable doubt regarding the authenticity of documentation, PESS may request additional evidence or conduct further verification before making an admissions decision. Submission of fraudulent or misleading information may result in rejection of the application, withdrawal of admission or further action in accordance with the PESS Malpractice and Maladministration Policy.

Learner Enrolment And Induction

Following acceptance onto a programme, learners shall complete the enrolment process before commencing their studies. The enrolment process shall normally include:

• Completion of enrolment documentation.
• Confirmation of learner details.
• Payment arrangements where applicable.
• Acceptance of organisational terms and conditions.
• Issue of learner identification where appropriate.
• Registration with the relevant awarding organisation where required.

Following enrolment, learners shall participate in an induction programme designed to familiarise them with the organisation and their chosen programme. Learner induction shall normally include:

• Introduction to PESS.
• Programme structure and learning outcomes.
• Assessment requirements.
• Internal Quality Assurance (IQA) arrangements.
• Learner rights and responsibilities.

• Appeals and complaints procedures.
• Equality, Diversity and Inclusion principles.
• Health and Safety requirements.
• Data Protection and Privacy arrangements.
• Available learner support services.

The induction process aims to ensure that learners are fully informed and prepared before beginning their studies.

Records Management And Confidentiality

PESS shall maintain complete, accurate and confidential records relating to learner recruitment, admissions and enrolment. Admissions records may include:

• Application forms.
• Academic qualifications.
• Identification documents.
• Employment records where applicable.
• Admissions decisions.
• Enrolment records.
• Learner agreements.
• Correspondence.
• Induction records.

All admissions records shall be:

• Accurate.
• Complete.
• Securely stored.
• Confidential.
• Protected against unauthorised access.
• Retained in accordance with the PESS Document Control and Records Retention

Policy. Personal information shall only be used for legitimate educational, administrative and legal purposes and shall be managed in accordance with the PESS Data Protection and Privacy Policy.

Monitoring And Continual Improvement

PESS is committed to continually improving its learner recruitment and admissions processes to enhance learner satisfaction, organisational performance and compliance with awarding organisation requirements. The effectiveness of this policy shall be monitored through:

• Internal audits.
• Admissions record reviews.
• Learner feedback.
• Staff feedback.
• Internal Quality Assurance (IQA) activities.
• Management Review Meetings.
• External Quality Assurance (EQA) reports where applicable.

Monitoring information shall be analysed to identify:

• Opportunities for improvement.
• Admissions trends.
• Training needs.
• Procedural weaknesses.
• Compliance issues.

Corrective and Preventive Actions (CAPA) shall be implemented where necessary to improve the effectiveness and efficiency of recruitment and admissions activities. The organisation shall regularly review admissions procedures to ensure they remain fair, transparent and aligned with awarding organisation requirements and organisational objectives.

Related Policies

This policy shall be read in conjunction with:

• PESS-POL-001 Quality Assurance Policy.
• PESS-POL-002 Internal Quality Assurance (IQA) Policy.
• PESS-POL-003 Assessment Policy.
• PESS-POL-004 Learner Appeals Policy.
• PESS-POL-005 Learner Complaints Policy.
• PESS-POL-006 Malpractice and Maladministration Policy.
• PESS-POL-007 Recognition of Prior Learning (RPL) Policy.
• PESS-POL-008 Reasonable Adjustments and Special Consideration Policy.
• PESS-POL-009 Equality, Diversity and Inclusion Policy.
• PESS-POL-010 Health and Safety Policy.
• PESS-POL-011 Data Protection and Privacy Policy.
• PESS-POL-013 Staff Recruitment, Induction and Continuing Professional

Development (CPD) Policy.

• PESS-POL-014 Document Control and Records Retention Policy.
• PESS-POL-015 Conflict of Interest Policy.

References

This policy has been developed with reference to:

• ISO 9001:2015 – Quality Management Systems.
• Relevant Awarding Organisation Requirements.
• Qualification Specifications.
• Applicable National Legislation.
• Internal Policies and Procedures.

Policy Review

This policy shall be reviewed annually by the Centre Coordinator to ensure that it remains effective, current and aligned with legislative requirements, awarding organisation expectations and organisational objectives. An earlier review may be undertaken where:

• awarding organisation requirements change;
• legislation or regulatory requirements are amended;
• internal or external audit findings identify improvement opportunities;
• learner recruitment procedures are revised;
• significant organisational changes occur; or
• senior management determines that revision is necessary.

All amendments shall be reviewed by the Centre Coordinator and approved by the Chief Executive Officer (CEO) before implementation.

DOCUMENT CONTROL

Field Details

Document Title Learner Recruitment and Admissions Policy Organisation Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. (PESS)

Policy Reference PESS-POL-012

Department Academic & Quality Assurance

Original Issue Date 01 January 2023

Version 2.0

Current Version Date 05 June 2026

Next Review Date 04 June 2027

Document Status Approved

Classification Controlled Internal Document

VERSION HISTORY

Version Issue Date Description

1.0 01 January 2023 Initial issue of the Learner

Recruitment and Admissions

Policy. 2.0 05 June 2026 Policy comprehensively reviewed and updated to align with the PESS Quality Management System (QMS),

ISO 9001:2015 principles and

recognised awarding organisation requirements.

REVIEW AND APPROVAL

This Learner Recruitment and Admissions Policy have been prepared by the Centre Coordinator and reviewed and approved by the Chief Executive Officer (CEO). It forms part of the PESS Quality Management System and applies to all applicants, learners, employees, Trainers, assessors, Internal Quality Assurers (IQAs) and administrative staff involved in learner recruitment, admissions and enrolment.

Prepared By Position

Engr Centre Administration Centre Coordinator

Reviewed and Approved By Position

Engr. Senior Management Chief Executive Officer (CEO)

End of Policy

Policy Statement

STAFF RECRUITMENT, INDUCTION AND CONTINUING

PROFESSIONAL DEVELOPMENT (CPD) POLICY

Policy Statement

Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. (PESS) recognises that the competence, professionalism and commitment of its employees are fundamental to the quality of education, training, assessment and consultancy services delivered by the organisation. PESS is committed to recruiting suitably qualified, experienced and competent personnel through fair, transparent and merit-based recruitment processes. The organisation believes that effective staff induction and continuous professional development (CPD) are essential to maintaining high standards of teaching, assessment, quality assurance and organisational performance. Every employee shall be provided with appropriate induction, ongoing training and development opportunities to enable them to perform their duties effectively and contribute to the achievement of organisational objectives. PESS is committed to supporting lifelong learning and encouraging all employees to continually enhance their professional knowledge, technical competence and educational practice. Staff development activities should align with organisational objectives, awarding organisation requirements, quality assurance standards and industry best practice. Recruitment, induction and CPD activities shall be planned, monitored and reviewed to ensure that employees remain competent in their respective roles and continue to meet the evolving needs of learners, employers and awarding organisation. This policy forms part of the PESS Quality Management System (QMS) and supports compliance with ISO 9001:2015, awarding organisation requirements and applicable employment legislation.

Purpose

The purpose of this policy is to establish a structured framework for recruiting, inducting, developing and retaining competent employees who contribute to the achievement of PESS strategic objectives and the delivery of high-quality education and training. The objectives of this policy are to:

• recruit competent and appropriately qualified personnel;
• ensure recruitment processes are fair, transparent and based on merit;
• provide structured induction for all new employees;
• identify and support continuing professional development needs;
• maintain staff competence through ongoing training and development;
• encourage professional qualifications and industry engagement;
• support succession planning and organisational growth;
• comply with awarding organisation and regulatory requirements; and
• promote a culture of continual learning and improvement.

Scope

This policy applies to all recruitment, induction and professional development activities undertaken by Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. The policy applies to:

• Chief Executive Officer (CEO).
• Centre Coordinator.
• Tutors, Trainers and Assessors.
• Internal Quality Assurers (IQAs).
• Administrative Staff.
• Consultants.
• Contract Trainers.
• Temporary Employees where applicable.

The principles of this policy apply throughout the employee lifecycle, including recruitment, appointment, induction, probation, performance management, professional development and career progression.

Definitions

For the purposes of this policy: Recruitment means the process of attracting, selecting and appointing suitably qualified individuals to vacant positions within PESS. Induction means the structured process through which newly appointed employees become familiar with the organisation, their responsibilities, organisational policies and working procedures. Continuing Professional Development (CPD) means planned learning activities undertaken to maintain and improve professional knowledge, skills and competence throughout employment. Competence means the demonstrated knowledge, skills, experience and behaviours required to perform assigned duties effectively. Performance Review means the formal evaluation of an employee’s performance, achievements and professional development needs.

Principles

PESS shall manage recruitment, induction and CPD according to the following principles.

Merit-Based Recruitment

• Appointments shall be made based on qualifications, competence, relevant

experience, professional skills and suitability for the role.

Equality of Opportunity

• Recruitment and employment decisions shall be free from discrimination and

consistent with the PESS Equality, Diversity and Inclusion Policy.

Professional Competence

• Employees shall maintain appropriate qualifications, professional knowledge and

occupational competence throughout their employment.

Lifelong Learning

• PESS encourages continuous learning and supports employees in developing their

knowledge, technical expertise, teaching skills and leadership capabilities.

Continual Improvement

• Staff development shall contribute to organisational improvement, learner

satisfaction and compliance with awarding organisation requirements.

Roles And Responsibilities

Maintaining a competent workforce is a shared responsibility across the organisation.

Chief Executive Officer (CEO)

• The Chief Executive Officer shall provide strategic leadership by approving this

policy, authorising recruitment, supporting professional development initiatives and ensuring that sufficient organisational resources are available for staff development.

Centre Coordinator

• The Centre Coordinator shall coordinate recruitment activities, organise staff

induction programmes, maintain employee records, monitor staff competence, coordinate CPD activities and report staff development needs to senior management.

Tutors, Trainers and Assessors

Tutors, Trainers and Assessors shall:

• maintain professional competence;
• participate in induction and CPD activities;
• share knowledge and best practice;
• comply with organisational policies;
• support new employees where appropriate; and
• contribute to continual improvement initiatives.

Internal Quality Assurers (IQAs)

• Internal Quality Assurers shall monitor assessor competence, identify development

needs, support standardisation activities and contribute to staff quality improvement through observation, mentoring and feedback.

Administrative Staff

• Administrative staff should maintain recruitment records, personnel files, CPD

records and training documentation while supporting recruitment and induction activities. Employees Every employee is responsible for:

• maintaining professional competence;
• participating in induction and CPD activities;
• complying with organisational policies and procedures;
• identifying personal development needs;
• maintaining professional standards and ethical conduct; and
• contributing positively to organisational improvement and learner success.

Recruitment And Selection Process

PESS is committed to recruiting competent, qualified and professional employees through a fair, transparent and merit-based recruitment process. Recruitment activities shall be conducted in accordance with organisational requirements, workforce planning and the competency requirements established by the relevant awarding organisations. Vacancies shall normally be advertised internally, externally or through appropriate recruitment channels to attract suitably qualified applicants. The recruitment process shall normally include:

• Identification of staffing requirements.
• Preparation of job descriptions and person specifications.
• Advertisement of vacancies where appropriate.
• Receipt and review of applications.
• Shortlisting of suitable candidates.
• Interviews and competency assessments.
• Verification of qualifications and professional experience.
• Reference checks where appropriate.
• Selection and appointment.
• Issue of employment or contractual documentation.

Appointments shall be based on objective assessment of qualifications, professional competence, relevant experience, communication skills and suitability for the role. PESS shall verify academic qualifications, professional certifications and relevant experience before confirming employment where appropriate. The organisation reserves the right to reject applications where false information, fraudulent documentation or misrepresentation is identified.

Staff Induction Programme

Every newly appointed employee shall participate in a structured induction programme designed to ensure that they understand their responsibilities, organisational expectations and working procedures. The induction programme aims to support employees during the early stages of employment and enable them to contribute effectively to organisational objectives. The induction programme may include:

• Introduction to PESS vision, mission and values.
• Organisational structure and key personnel.
• Job roles and responsibilities.
• Quality Management System (QMS).
• Organisational policies and procedures.
• Health and Safety arrangements.
• Equality, Diversity and Inclusion (EDI).
• Data Protection and Confidentiality.
• Assessment and Internal Quality Assurance procedures where applicable.
• Information technology systems.
• Learner support arrangements.
• Emergency procedures.
• Code of Conduct and professional behaviour.

The Centre Coordinator shall monitor completion of staff induction and ensure that appropriate records are maintained. Additional mentoring or supervision may be provided during the probationary period where appropriate.

Continuing Professional Development (Cpd)

PESS recognised Continuing Professional Development (CPD) as an essential component of maintaining professional competence and delivering high-quality education and training. All employees are encouraged to participate in planned learning and development activities that enhance their knowledge, teaching practice, technical competence and leadership skills. CPD activities may include:

• Professional qualifications.
• Awarding organisation training.
• Internal training workshops.
• External seminars and conferences.
• Webinars and online learning.
• Standardisation meetings.
• Internal Quality Assurance activities.
• Professional memberships.
• Industry networking.
• Technical updates.
• Research and self-directed learning.
• Coaching and mentoring.

Employees are expected to maintain appropriate records of their professional development activities where required. PESS should support CPD opportunities within available organisational resources and in accordance with business needs. Where awarding organisation specify mandatory CPD requirements, employees shall comply with those requirements.

Performance Review And Staff Competence

PESS is committed to maintaining a competent workforce through regular performance monitoring and professional review.

Performance reviews shall normally consider:

• Achievement of individual objectives.
• Professional competence.
• Teaching and assessment performance.
• Internal Quality Assurance outcomes.
• Learner feedback.
• Compliance with organisational policies.
• Professional conduct.
• Attendance and reliability.
• Continuing Professional Development activities.
• Future development requirements.

Performance reviews provide an opportunity to recognise good performance, identify development needs and agree future improvement objectives. Where competence gaps are identified, appropriate support may include:

• Additional training.
• Mentoring.
• Coaching.
• Observation.
• Supervised practice.
• Professional qualifications.
• Performance improvement plans where appropriate.

PESS is committed to supporting employees in achieving and maintaining the standards expected by learners, awarding organisation and other stakeholders.

Staff Records And Confidentiality

PESS should maintain accurate, complete and confidential personnel records for all employees. Personnel records may include:

• Employment application forms.
• Curriculum Vitae (CV).
• Employment contracts.
• Academic qualifications.

• Professional certifications.
• Professional memberships.
• Performance review records.
• CPD records.
• Training records.
• Attendance records.
• Disciplinary records where applicable.
• Emergency contact information.

Personnel records shall be:

• Accurate.
• Complete.
• Securely stored.
• Confidential.
• Protected against unauthorised access.
• Retained in accordance with the PESS Document Control and Records Retention

Policy. Access to personnel records shall be limited to authorised personnel with legitimate business responsibilities.

Monitoring And Continual Improvement

PESS is committed to continually improving its recruitment, induction and professional development arrangements. The effectiveness of this policy shall be monitored through:

• Internal audits.
• Staff performance reviews.
• Internal Quality Assurance (IQA) reports.
• Staff feedback.
• Learner feedback.
• Training evaluations.
• Management Review Meetings.
• External Quality Assurance (EQA) reports where applicable.

Monitoring information shall be analysed to identify:

• Workforce development needs.
• Recruitment trends.
• Skills shortages.
• Training priorities.
• Opportunities for organisational improvement.
• Compliance with awarding organisation requirements.

Corrective and Preventive Actions (CAPA) should be implemented where necessary to strengthen staff competence and organisational performance. PESS shall regularly review workforce capability to ensure that employees remain suitably qualified and competent for their assigned responsibilities.

Related Policies

This policy shall be read in conjunction with:

• PESS-POL-001 Quality Assurance Policy.
• PESS-POL-002 Internal Quality Assurance (IQA) Policy.
• PESS-POL-003 Assessment Policy.
• PESS-POL-004 Learner Appeals Policy.
• PESS-POL-005 Learner Complaints Policy.
• PESS-POL-006 Malpractice and Maladministration Policy.
• PESS-POL-008 Reasonable Adjustments and Special Consideration Policy.
• PESS-POL-009 Equality, Diversity and Inclusion Policy.
• PESS-POL-010 Health and Safety Policy.
• PESS-POL-011 Data Protection and Privacy Policy.
• PESS-POL-012 Learner Recruitment and Admissions Policy.
• PESS-POL-014 Document Control and Records Retention Policy.
• PESS-POL-015 Conflict of Interest Policy.

References

This policy has been developed with reference to:

• ISO 9001:2015 – Quality Management Systems.
• Relevant Awarding Organisation Requirements
• Applicable Employment Legislation and Internal Policies and Procedures.

Policy Review

This policy shall be reviewed annually by the Centre Coordinator to ensure that it remains current, effective and aligned with organisational objectives, legislative requirements and awarding organisation expectations. An earlier review may be undertaken where:

• awarding organisation requirements are updated;
• employment legislation changes;
• organisational restructuring occurs;
• internal or external audit findings identify improvement opportunities;
• workforce development needs change; or
• Senior management determines that revision is necessary.

All amendments shall be reviewed by the Centre Coordinator and approved by the Chief Executive Officer (CEO) before implementation.

DOCUMENT CONTROL

Field Details

Document Title Staff Recruitment, Induction and Continuing

Professional Development (CPD) Policy

Organisation Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. (PESS)

Policy Reference PESS-POL-013

Department Human Resources & Academic Quality

Original Issue Date 01 January 2023

Version 2.0

Current Version Date 05 June 2026

Next Review Date 04 June 2027

Document Status Approved

Classification Controlled Internal Document

VERSION HISTORY

Version Issue Date Description

1.0 01 January 2023 Initial issue of the Staff

Recruitment, Induction and

Continuing Professional

Development (CPD) Policy. 2.0 05 June 2026 Policy comprehensively reviewed and updated to align with the PESS Quality Management System (QMS),

ISO 9001:2015 principles and

recognised awarding organisation requirements.

REVIEW AND APPROVAL

This Staff Recruitment, Induction and Continuing Professional Development (CPD) Policy has been prepared by the Centre Coordinator and reviewed and approved by the Chief Executive Officer (CEO). It forms part of the PESS Quality Management System and applies to all employees, trainers, assessors, Internal Quality Assurers (IQAs), consultants and contractors engaged by Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd.

Prepared By Position

Miss Centre Administration Centre Coordinator

Reviewed and Approved By Position

Engr. Senior Management Chief Executive Officer (CEO)

End of Policy

Policy Statement

DOCUMENT CONTROL AND RECORDS RETENTION

POLICY

Policy Statement

Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. (PESS) is committed to maintaining an effective document and records management system that supports the integrity, consistency and continual improvement of its Quality Management System (QMS). Accurate documentation and effective record control are essential for demonstrating compliance with organisational procedures, awarding organisation requirements, ISO 9001:2015 principles and applicable legal obligations. PESS recognises that controlled documents and reliable records provide evidence of organisational activities, learner achievement, assessment decisions, quality assurance processes and management effectiveness. The organisation shall ensure that all documents are developed, reviewed, approved, distributed, maintained and archived in a structured and consistent manner. Only current, approved versions of controlled documents shall be available for operational use. Obsolete or superseded documents shall be promptly removed from circulation to prevent unintended use while being retained where necessary for legal, historical or audit purposes. PESS is committed to protecting organisational records against unauthorised access, loss, damage, alteration or destruction through appropriate physical and electronic security measures. Records shall be retained for appropriate periods in accordance with awarding organisation requirements, business needs and applicable legislation. This policy forms part of the PESS Quality Management System (QMS) and applies to all documents and records created, received or maintained by the organisation.

Purpose

The purpose of this policy is to establish a structured framework for the creation, approval, distribution, review, storage, retention and disposal of organisational documents and records.

The objectives of this policy are to:

• ensure that only approved and current documents are used throughout the

organisation;

• maintain accurate, complete and reliable organisational records;
• support compliance with ISO 9001:2015 and awarding organisation requirements;
• protect confidential information against unauthorised access or loss;
• establish consistent document version control procedures;
• define document review and approval responsibilities;
• ensure records are retained for appropriate periods;
• support internal and external audits through effective document management; and
• promote continual improvement in document control practices.

Scope

This policy applies to all controlled documents and organisational records generated, received or maintained by Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. The policy applies to documents and records including, but not limited to:

• Policies and Procedures.
• Forms and templates.
• Quality manuals.
• Learner records.
• Assessment records.
• Internal Quality Assurance (IQA) records.
• External Quality Assurance (EQA) reports.
• Staff records.
• Training materials.
• Attendance registers.
• Certificates and certification records.
• Internal audit reports.
• Management review records.
• Health and Safety records.
• Financial records where applicable.
• Electronic documents.
• Paper-based records.

This policy applies to:

• Chief Executive Officer (CEO).
• Centre Coordinator.
• Trainers and Assessors.
• Internal Quality Assurers (IQAs).
• Administrative Staff.
• Consultants.
• Contractors.
• Any individual authorised to create, manage or use organisational documents.

Definitions

For the purposes of this policy:

Controlled Document means any document that forms part of the PESS Quality

Management System and requires formal approval, version control and periodic review. Record means documented evidence demonstrating that an activity has been completed or a requirement has been fulfilled. Version Control means the systematic process used to identify, review and manage changes to controlled documents. Document Owner means the individual responsible for maintaining the accuracy, relevance and review of a controlled document. Retention Period means the length of time that records must be maintained before secure disposal. Obsolete Document means a document that has been replaced by a newer approved version or is no longer required for operational use.

Document Control Principles

PESS shall manage documents and records according to the following principles. Accuracy: All documents shall be accurate, complete, clear and suitable for their intended purpose.

Version Control: Every controlled document shall display a unique document reference, version number, issue date, review date and approval status. Only the latest approved version shall be available for operational use. Accessibility: Current controlled documents should be readily available to authorised personnel while maintaining appropriate security and confidentiality. Confidentiality: Confidential documents and records shall be protected against unauthorised access, disclosure, alteration or loss. Traceability: All significant revisions shall be recorded through the history version to maintain document traceability. Continual Improvement: Documents shall be reviewed regularly to ensure they remain accurate, compliant and aligned with organisational objectives and awarding organisation requirements.

Roles And Responsibilities

Effective document control is a shared responsibility throughout the organisation.

Chief Executive Officer (CEO)

The Chief Executive Officer shall approve controlled policies and major quality documents, provide strategic oversight of document management and ensure adequate resources are available to maintain the Quality Management System.

Centre Coordinator

The Centre Coordinator shall act as the Document Controller and shall be responsible for:

• coordinating document creation and review;
• maintaining the master document register;
• assigning document reference numbers;
• controlling document revisions;
• ensuring obsolete documents are removed from operational use;
• maintaining document distribution records; and
• monitoring compliance with this policy.

Tutors, Trainers and Assessors

Tutors, Trainers and Assessors responsible for creating or using documents shall:

• use only current approved documents;
• report document errors or improvement opportunities;
• protect confidential information;
• comply with document control procedures; and
• ensure organisational records are completed accurately.

Internal Quality Assurers (IQAs)

Internal Quality Assurers shall verify that controlled assessment and quality assurance documentation remains current, accurate and compliant with awarding organisation requirements.

Administrative Staff

Administrative staff should maintain document registers, archive records, control document distribution, protect confidential information and support document retrieval during audits. Employees Every employee is responsible for maintaining accurate records within their area of responsibility, following document control procedures and ensuring that organisational information is protected from unauthorised access, loss or misuse.

Document Creation, Review And Approval

PESS has established a formal document control process to ensure that all controlled documents are developed, reviewed, approved and maintained in a consistent manner. Every controlled document shall be prepared using the approved organisational format and assigned a unique document reference number before issue. The preparation of controlled documents shall normally follow the process below:

• Identification of the need for a new or revised document.
• Preparation of the document by the designated document owner.
• Technical and quality review by relevant personnel.
• Review by the Centre Coordinator.
• Approval by the Chief Executive Officer (CEO).
• Assignment of version number and issue date.

• Controlled distribution to authorised users.
• Periodic review and revision where necessary.

No controlled document shall be issued for operational use until it has been formally reviewed and approved. Every controlled document shall clearly display:

• Document title.
• Policy or procedure reference number.
• Version number.
• Original issue date.
• Current version date.
• Next review date.
• Approval status.
• Page numbering where applicable.

The Centre Coordinator shall maintain the Master Document Register to ensure that only authorised and current versions of documents are available throughout the organisation.

Document Review And Version Control

All controlled documents shall be reviewed at planned intervals to ensure they remain accurate, effective and compliant with organisational requirements. Documents shall normally be reviewed:

• At least annually.
• Following changes in legislation.
• Following awarding organisation updates.
• Following internal or external audit findings.
• Following management review meetings.
• Following significant organisational changes.
• Where corrective or preventive actions require document amendments.

When changes are made to a controlled document:

• The version number shall be updated.
• The revision date shall be amended.
• Significant changes shall be recorded in the Version History section.

• Obsolete versions shall be withdrawn from operational use.
• Relevant employees shall be informed of the revised document.

Obsolete documents shall be clearly identified to prevent unintended use and retained only where required for legal, contractual or historical purposes. No employee shall modify a controlled document without following the approved document control procedure.

Records Retention And Storage

PESS shall maintain organisational records as objective evidence of activities performed and compliance achieved. Records may include:

• Learner enrolment records.
• Assessment and examination records.
• Internal Quality Assurance (IQA) records.
• External Quality Assurance (EQA) reports.
• Staff recruitment and training records.
• Attendance registers.
• Certificates and certification records.
• Audit reports.
• Management review records.
• Health and Safety records.
• Financial records where applicable.
• Complaints and appeals records.
• Risk assessments.
• Policy review records.

All records shall be:

• Accurate.
• Legible.
• Complete.
• Securely stored.
• Easily retrievable.
• Protected from damage or loss.
• Maintained for the required retention period.

Retention periods shall be determined according to:

• Awarding organisation requirements.
• Applicable legislation.
• Business requirements.
• Contractual obligations.
• Organisational procedures.

Where no specific retention requirement exists, records shall be retained only for as long as reasonably necessary to support organisational operations and compliance obligations.

Confidentiality And Secure Disposal

PESS recognised that many organisational documents and records contain confidential or sensitive information. Appropriate measures should therefore be implemented to protect information throughout its lifecycle. Confidential records shall be:

• Stored in secure cabinets or protected electronic systems.
• Accessible only to authorised personnel.
• Protected by passwords or other appropriate security controls where applicable.
• Handled in accordance with the PESS Data Protection and Privacy Policy.

When records reach the end of their retention period, they shall be disposed of securely to prevent unauthorised disclosure. Approved disposal methods may include:

• Cross-cut shredding of paper records.
• Secure deletion of electronic files.
• Permanent destruction of electronic storage media.
• Disposal through authorised confidential waste services.

The Centre Coordinator shall ensure that records scheduled for disposal are reviewed and authorised before destruction.

Electronic Document Management

PESS uses electronic systems to improve document management, accessibility and information security. Electronic documents shall be managed to ensure:

• Controlled access permissions.
• Regular system backups.
• Protection against malware and cyber threats.
• Version control.
• Secure storage.
• Reliable retrieval.
• Business continuity.

Employees shall ensure that electronic documents are stored only within approved organisational systems and shall avoid unauthorised copying, distribution or storage of confidential organisational information on personal devices unless specifically authorised. Where cloud-based storage or electronic learning platforms are used, appropriate security controls should be implemented to protect organisational information.

Monitoring And Continual Improvement

PESS is committed to continually improving its document management and records control arrangements. The effectiveness of this policy shall be monitored through:

• Internal audits.
• Document register reviews.
• Internal Quality Assurance (IQA) activities.
• External Quality Assurance (EQA) reports.
• Management Review Meetings.
• Staff feedback.
• Corrective and Preventive Action (CAPA) reviews.
• Compliance monitoring.

Monitoring information shall be analysed to identify:

• Opportunities for improvement.
• Document control issues.
• Training needs.
• Non-conformities.
• Information management risks.

Where weaknesses are identified, corrective and preventive actions shall be implemented, monitored and reviewed to ensure continual improvement of the Quality Management System.

Related Policies

This policy shall be read in conjunction with:

• PESS-POL-001 Quality Assurance Policy.
• PESS-POL-002 Internal Quality Assurance (IQA) Policy.
• PESS-POL-003 Assessment Policy.
• PESS-POL-004 Learner Appeals Policy.
• PESS-POL-005 Learner Complaints Policy.
• PESS-POL-006 Malpractice and Maladministration Policy.
• PESS-POL-007 Recognition of Prior Learning (RPL) Policy.
• PESS-POL-008 Reasonable Adjustments and Special Consideration Policy.
• PESS-POL-009 Equality, Diversity and Inclusion Policy.
• PESS-POL-010 Health and Safety Policy.
• PESS-POL-011 Data Protection and Privacy Policy.
• PESS-POL-012 Learner Recruitment and Admissions Policy.
• PESS-POL-013 Staff Recruitment, Induction and Continuing Professional

Development (CPD) Policy.

• PESS-POL-015 Conflict of Interest Policy.

References

This policy has been developed with reference to:

• ISO 9001:2015 – Quality Management Systems.
• Relevant Awarding Organisation Requirements.
• Applicable National Legislation.
• PESS Quality Management System (QMS).
• Internal Policies and Procedures.

Policy Review

This policy shall be reviewed annually by the Centre Coordinator to ensure that it remains effective, current and aligned with organisational objectives, legislative requirements and awarding organisation expectations. An earlier review may be undertaken where:

• legislation or regulatory requirements change;
• awarding organisation requirements are revised;
• significant organisational or operational changes occur;
• internal or external audit findings identify improvement opportunities;
• information management systems are upgraded; or
• Senior management determines that revision is necessary.

All amendments shall be reviewed by the Centre Coordinator and approved by the Chief Executive Officer (CEO) before implementation.

DOCUMENT CONTROL

Field Details

Document Title Document Control and Records Retention

Policy

Organisation Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. (PESS)

Policy Reference PESS-POL-014

Department Quality Assurance & Administration

Original Issue Date 01 January 2023

Version 2.0

Current Version Date 05 June 2026

Next Review Date 04 June 2027

Document Status Approved

Classification Controlled Internal Document

VERSION HISTORY

Version Issue Date Description

1.0 01 January 2023 Initial issue of the Document

Control and Records Retention

Policy. 2.0 05 June 2026 Policy comprehensively reviewed and updated to align with the PESS Quality Management System (QMS),

ISO 9001:2015 principles and

recognised awarding organisation requirements.

REVIEW AND APPROVAL

This Document Control and Records Retention Policy have been prepared by the Centre Coordinator and reviewed and approved by the Chief Executive Officer (CEO). It forms part of the PESS Quality Management System and applies to all employees, Trainers, assessors, Internal Quality Assurers (IQAs), consultants, contractors and authorised users responsible for creating, reviewing, approving or using controlled documents and organisational records.

Prepared By Position

Engr. Centre Administration Centre Coordinator

Reviewed and Approved By Position

Engr. Senior Management Chief Executive Officer (CEO)

End of Policy

Policy Statement

Policy Statement

Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. (PESS) is committed to maintaining the highest standards of integrity, impartiality, transparency and professional ethics in all aspects of its operations. The organisation recognises that actual, potential or perceived conflicts of interest may compromise the fairness of decision-making, undermine stakeholder confidence and damage the reputation of both PESS and its awarding organisation partners. PESS is committed to identifying, declaring, managing and monitoring conflicts of interest to ensure that all organisational decisions remain objective, impartial and evidence based. Every employee, consultant, assessor, Internal Quality Assurer (IQA), contractor and individual acting on behalf of the organisation has a responsibility to disclose any circumstances that may create a conflict between personal interests and professional responsibilities. The organisation shall take appropriate measures to prevent conflicts of interest from influencing learner recruitment, assessment, internal quality assurance, certification decisions, procurement activities, recruitment, financial management and other organisational functions. Where a conflict of interest cannot be adequately managed, the affected individual shall withdraw from the relevant decision-making process to protect the integrity and credibility of the organisation. This policy forms part of the PESS Quality Management System (QMS) and supports compliance with ISO 9001:2015, awarding organisation requirements and recognised principles of good governance.

Purpose

The purpose of this policy is to establish a clear framework for identifying, declaring, assessing, managing and monitoring conflicts of interest throughout Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. The objectives of this policy are to:

• protect the integrity and impartiality of organisational decisions;
• promote transparency, honesty and professional ethics;
• ensure assessment and certification decisions remain objective;
• prevent actual, potential and perceived conflicts of interest;
• maintain stakeholder confidence in organisational processes;
• support compliance with awarding organisation requirements;
• reduce organisational and reputational risk; and
• promote accountability and good governance.

Scope

This policy applies to all activities undertaken by Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. The policy applies to:

• Chief Executive Officer (CEO).
• Centre Coordinator.
• Tutors, Trainers and Assessors.
• Internal Quality Assurers (IQAs).
• Administrative Staff.
• Consultants.
• Contractors.
• Temporary employees.
• Members of committees or working groups where applicable.

The policy applies to all organisational activities, including:

• Learner recruitment and admissions.
• Teaching and learning.
• Assessment and Internal Quality Assurance.
• Certification recommendations.
• Procurement and purchasing.
• Recruitment and employment.
• Financial decision-making.
• Consultancy activities.
• Supplier relationships.
• Contract management.

Definitions

For the purposes of this policy: Conflict of Interest means any situation in which an individual’s personal, financial, family or professional interests could improperly influence, or appear to influence, their professional judgement or decision-making. Actual Conflict of Interest means a situation where an individual’s personal interests directly conflict with their professional responsibilities. Potential Conflict of Interest means circumstances that could develop into an actual conflict in the future. Perceived Conflict of Interest means a situation where others could reasonably believe that an individual’s judgement may be influenced, even if no actual conflict exists. Declaration of Interest means the formal disclosure of circumstances that may create an actual, potential or perceived conflict of interest.

Principles

PESS shall manage conflicts of interest according to the following principles. Integrity: All employees and representatives of PESS shall act honestly, ethically and professionally in every aspect of their work.

Transparency: Conflicts of interest shall be declared openly and managed appropriately to maintain organisational confidence. Impartiality: Decisions affecting learners, employees, clients and stakeholders shall be made objectively and without inappropriate personal influence. Accountability: Individuals are personally responsible for declaring conflicts of interest and cooperating with organisational arrangements for managing them. Confidentiality: Information disclosed through the conflict-of-interest process shall be treated confidentially and shared only with authorised personnel. Fairness: All conflicts declared shall be assessed consistently and appropriate management arrangements implemented without discrimination.

Roles And Responsibilities

Maintaining organisational integrity is a shared responsibility throughout PESS.

Chief Executive Officer (CEO)

• The Chief Executive Officer shall provide strategic oversight of conflict-of-interest

management by approving this policy, promoting ethical leadership and ensuring appropriate governance arrangements are implemented.

• The CEO shall review significant declarations of interest and approve appropriate

management actions where required.

Centre Coordinator

The Centre Coordinator shall:

• maintain the Conflict-of-Interest Register;
• receive declarations of interest;
• assess potential conflicts;
• recommend appropriate control measures;
• monitor implementation of management arrangements;
• maintain confidential records; and
• report significant issues to senior management.

Tutors, Trainers, Assessors and Internal Quality Assurers (IQAs)

Tutors, Trainers, Assessors and IQAs shall:

• declare any actual, potential or perceived conflict of interest;
• avoid participating in decisions where impartiality may be compromised;
• comply with organisational procedures;
• cooperate fully with conflict management arrangements; and
• maintain professional integrity throughout their duties.

Administrative Staff

Administrative staff shall support implementation of this policy by maintaining confidential records, protecting sensitive information and reporting any known conflicts of interest. Employees and Representatives Every employee, consultant, contractor and representative of PESS is responsible for:

• acting honestly and professionally;
• declaring conflicts of interest promptly;
• avoiding situations that could compromise impartiality;
• complying with organisational procedures; and
• supporting ethical decision-making throughout the organisation.

Identification And Declaration Of Conflicts Of Interest

PESS is committed to identifying actual, potential and perceived conflicts of interest at the earliest possible stage. Every employee, consultant, contractor and representative of the organisation has a personal responsibility to declare any circumstances that may affect, or appear to, affect, their impartiality. Conflicts of interest may arise before employment, during employment or while undertaking specific organisational activities. Individuals are therefore expected to remain vigilant and disclose conflicts whenever circumstances change. Examples of conflicts of interest may include:

• Assessing a family member, friend or close associate.
• Acting as both Trainer and Internal Quality Assurer for the same learner without

appropriate controls.

• Financial interests in suppliers or service providers.

• Personal relationships that may influence recruitment or assessment decisions.
• Outside employment conflicts with PESS responsibilities.
• Gifts, hospitality or incentives that may influence professional judgement.
• Ownership of businesses competing with or providing services to PESS.
• Involvement in procurement decisions where personal benefit may arise.
• Any circumstance that could reasonably be perceived as compromising

impartiality. Employees shall declare conflicts of interest:

• Upon appointment.
• Before undertaking assessments or quality assurance activities.
• When participating in recruitment or procurement decisions.
• Whenever circumstances change.
• Whenever requested by management.

Declarations shall be submitted to the Centre Coordinator using the approved Conflict of Interest Declaration Form. Failure to disclose a known conflict of interest may result in disciplinary action and, where applicable, notification to the relevant awarding organisation.

Management Of Conflicts Of Interest

Following declaration, each conflict of interest shall be assessed to determine the level of risk and the most appropriate management arrangements. The Centre Coordinator shall review the declaration and, where necessary, consult the Chief Executive Officer before determining appropriate control measures. Management actions may include:

• Monitoring the activity.
• Allocation of an alternative assessor or Internal Quality Assurer.
• Independent verification of assessment decisions.
• Removal of the individual from the decision-making process.
• Additional management oversight.
• Separation of conflicting duties.

• Restriction of access to confidential information.
• Temporary reassignment of responsibilities.

Where a conflict cannot be effectively managed, the individual shall withdraw from the relevant activity to protect the integrity of organisational decisions. All management decisions shall be documented and retained as part of the Conflict-of- Interest Register.

Conflict Of Interest Register

PESS shall maintain a confidential Conflict of Interest Register to record all declared conflicts and the actions taken to manage them. The register shall normally include:

• Name of the individual.
• Position within the organisation.
• Nature of the declared conflict.
• Date of declaration.
• Risk assessment outcome.
• Management actions implemented.
• Date of review.
• Status of the declaration.
• Date of closure where applicable.

The Centre Coordinator shall regularly review the register to ensure that conflicts declared continue to be managed effectively. The register shall be made available during internal audits, external quality assurance activities or regulatory inspections where appropriate.

Monitoring, Review And Continual Improvement

PESS recognised that effective conflict of interest management is essential for maintaining stakeholder confidence and organisational integrity. The implementation of this policy shall be monitored through:

• Internal audits.
• Internal Quality Assurance (IQA) activities.
• Management Review Meetings.
• Staff declarations.

• Procurement reviews.
• Assessment sampling.
• External Quality Assurance (EQA) reports.
• Staff performance reviews.

Monitoring activities shall be used to identify:

• Emerging conflict of interest risks.
• Areas requiring additional guidance.
• Staff training needs.
• Procedural weaknesses.
• Opportunities to strengthen organisational governance.

Where weaknesses or non-conformities are identified, appropriate Corrective and Preventive Actions (CAPA) shall be implemented, monitored and reviewed to ensure continual improvement. Employees shall receive periodic awareness training to reinforce their responsibilities regarding ethical conduct and conflict of interest management.

Related Policies

This policy shall be read in conjunction with:

• PESS-POL-001 Quality Assurance Policy.
• PESS-POL-002 Internal Quality Assurance (IQA) Policy.
• PESS-POL-003 Assessment Policy.
• PESS-POL-004 Learner Appeals Policy.
• PESS-POL-005 Learner Complaints Policy.
• PESS-POL-006 Malpractice and Maladministration Policy.
• PESS-POL-007 Recognition of Prior Learning (RPL) Policy.
• PESS-POL-008 Reasonable Adjustments and Special Consideration Policy.
• PESS-POL-009 Equality, Diversity and Inclusion Policy.
• PESS-POL-010 Health and Safety Policy.
• PESS-POL-011 Data Protection and Privacy Policy.
• PESS-POL-012 Learner Recruitment and Admissions Policy.
• PESS-POL-013 Staff Recruitment, Induction and Continuing Professional

Development (CPD) Policy.

• PESS-POL-014 Document Control and Records Retention Policy.

References

This policy has been developed with reference to:

• ISO 9001:2015 – Quality Management Systems.
• Relevant Awarding Organisation Requirements.
• Principles of Good Corporate Governance.
• Applicable National Legislation.
• Internal Policies and Procedures.

Policy Review

This policy shall be reviewed annually by the Centre Coordinator to ensure that it remains effective, current and aligned with organisational objectives, awarding organisation requirements and recognised principles of good governance. An earlier review may be undertaken where:

• awarding organisation requirements are revised;
• legislation or regulatory requirements change;
• internal or external audit findings identify improvement opportunities;
• significant conflicts of interest are identified;
• organisational governance arrangements change; or
• Senior management determines that revision is necessary.

All amendments shall be reviewed by the Centre Coordinator and approved by the Chief Executive Officer (CEO) before implementation.

DOCUMENT CONTROL

Field Details

Document Title Conflict of Interest Policy

Organisation Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. (PESS)

Policy Reference PESS-POL-015

Department Quality Assurance & Corporate Governance

Original Issue Date 01 January 2023

Version 2.0

Current Version Date 05 June 2026

Next Review Date 04 June 2027

Document Status Approved

Classification Controlled Internal Document

VERSION HISTORY

Version Issue Date Description

1.0 01 January 2023 Initial issue of the Conflict-of- Interest Policy. 2.0 05 June 2026 Policy comprehensively reviewed and updated to align with the PESS Quality Management System (QMS),

ISO 9001:2015 principles and

recognised awarding organisation requirements.

REVIEW AND APPROVAL

This Conflict-of-Interest Policy has been prepared by the Centre Coordinator and reviewed and approved by the Chief Executive Officer (CEO). It forms part of the PESS Quality Management System and applies to all employees, trainers, assessors, Internal Quality Assurers (IQAs), consultants, contractors and other representatives acting on behalf of Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd.

Prepared By Position

Engr Centre Administration Centre Coordinator

Reviewed and Approved By Position

Engr. Senior Management Chief Executive Officer (CEO)

End of Policy

Policy Statement

Policy Statement

Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. (PESS) is committed to creating a supportive, inclusive and learner-focused environment that promotes academic success, personal development and professional achievement. The organisation recognises that effective learner support and welfare services are essential to maintaining high standards of education, improving learner satisfaction and enabling every learner to achieve their full potential. PESS is committed to providing appropriate academic guidance, learning support, welfare assistance and access to information throughout the learner journey. The organisation recognises that learners have diverse educational backgrounds, learning needs and personal circumstances, and therefore aims to provide fair and appropriate support that enables every learner to participate fully in their programme. Learner support extends beyond classroom teaching and includes guidance before enrolment, induction, academic assistance, assessment support, progression advice and access to organisational services. Where specialist assistance is required beyond the scope of PESS services, learners shall be provided with appropriate information or referred to suitable external organisations where reasonably practicable. PESS promotes a respectful learning environment where learners are encouraged to communicate openly, seek assistance when required and actively participate in their own learning and professional development. The organisation is committed to protecting learner welfare by promoting equality, safeguarding confidentiality, encouraging mutual respect and responding appropriately to concerns that may affect learner wellbeing or academic progress. This policy forms part of the PESS Quality Management System (QMS) and supports compliance with ISO 9001:2015, recognised educational quality standards and awarding organisation requirements.

Purpose

The purpose of this policy is to establish a structured framework for providing effective learner support and welfare services throughout all programmes delivered by Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. The objectives of this policy are to:

• provide appropriate academic and pastoral support for learners;
• promote learner wellbeing and professional development;
• encourage learner engagement and successful programme completion;
• identify learners requiring additional support at an early stage;
• ensure equal access to learning opportunities and organisational services;
• provide accurate guidance regarding programmes, assessments and progression

opportunities;

• maintain confidentiality when managing learner welfare matters; and
• support continual improvement through learner feedback and quality assurance

activities.

Scope

This policy applies to all learners enrolled in qualifications, professional training programmes, short courses and certification programmes delivered by Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. The policy applies throughout the learner journey, including:

• Initial enquiry.
• Recruitment and admissions.
• Enrolment.
• Learner induction.
• Teaching and learning.
• Assessment.
• Internal Quality Assurance.
• Certification.
• Progression guidance.
• Programme completion.

This policy applies to:

• Chief Executive Officer (CEO).
• Centre Coordinator.
• Tutors, Trainers and Assessors.
• Internal Quality Assurers (IQAs).
• Administrative Staff.
• Learners.

Definitions

For the purposes of this policy: Learner Support means the academic, administrative and personal assistance provided by PESS to enable learners to participate effectively in their programme and achieve their learning objectives. Learner Welfare refers to the physical, emotional, educational and professional wellbeing of learners throughout their engagement with PESS. Academic Guidance means advice and assistance relating to programme requirements, learning strategies, assessments and progression opportunities. Pastoral Support means guidance provided to assist learners experiencing personal or welfare-related issues that may affect their studies. Referral means directing a learner to an appropriate internal or external support service where specialist assistance is required.

Principles Of Learner Support

PESS shall provide learner support and welfare services according to the following principles.

Learner-Centred Approach

Learners shall be treated with dignity, respect and professionalism. Individual learning needs and personal circumstances shall be considered when providing appropriate support.

Accessibility

Support services shall be made available to all learners without discrimination and communicate clearly during enrolment and induction.

Equality and Inclusion

Learner support shall be delivered in accordance with the PESS Equality, Diversity and Inclusion Policy, ensuring that all learners have equal opportunity to participate and succeed.

Confidentiality

Information relating to learners’ welfare shall be managed confidentially and shared only with authorised personnel where necessary to provide appropriate support or fulfil legal obligations.

Continuous Improvement

Learner support services should be regularly reviewed using learner feedback, quality assurance findings and organisational performance indicators to improve the learner’s experience.

Roles And Responsibilities

Providing effective learner support is a shared responsibility across the organisation.

Chief Executive Officer (CEO)

The Chief Executive Officer shall provide strategic leadership, approve this policy, allocate appropriate resources and promote a culture that values learner wellbeing and academic success.

Centre Coordinator

The Centre Coordinator shall coordinate learner support activities, monitor learner progress, maintain welfare records where appropriate, coordinate referrals and ensure that support services operate effectively.

Tutors, Trainers and Assessors

Tutors, Trainers and Assessors shall:

• provide academic guidance and constructive feedback;
• monitor learner attendance and progress;
• identify learners requiring additional support;
• encourage learner participation and engagement;
• refer to welfare concerns to the Centre Coordinator where appropriate; and
• maintain professional and supportive relationships with learners.

Internal Quality Assurers (IQAs)

Internal Quality Assurers shall monitor the effectiveness of learner support arrangements through quality assurance activities and recommend improvements where appropriate.

Administrative Staff

Administrative staff should provide accurate information, assist learners with administrative enquiries, maintain confidential records and support communication between learners and relevant staff members. Learners Learners are responsible for actively participating in their learning, attending scheduled sessions, communicating concerns promptly, complying with organisational policies and making appropriate use of the support services provided by PESS. Learners are encouraged to seek assistance whenever academic, personal or professional circumstances affect their ability to progress successfully through their programme.

Learner Support Services

PESS provides a range of learner support services designed to assist learners throughout their educational journey. These services aim to promote learner achievement, improve retention, encourage professional development and support successful completion of qualifications. Learner support services may include:

• Programme information and guidance.
• Academic advice and mentoring.
• Learner induction.

• Study skills support.
• Assessment guidance.
• Assignment planning support.
• Internal Quality Assurance (IQA) guidance.
• Access to learning resources.
• Online learning support.
• Career and progression advice.
• Administrative assistance.
• Welfare guidance.
• Referral to external specialist support services where appropriate.

Support shall be provided in a timely, professional and confidential manner. Where a learner requires additional assistance beyond the services available within PESS, the organisation shall, where reasonably practicable, provide information regarding suitable external organisations or professional support services.

Learner Welfare Arrangements

PESS recognises that learner wellbeing directly contributes to academic achievement and professional success. The organisation is committed to providing a learning environment that is:

• Safe.
• Inclusive.
• Respectful.
• Free from discrimination.
• Free from bullying or harassment.
• Supportive of learner wellbeing.

Learners experiencing personal, educational or professional difficulties are encouraged to discuss their concerns with the Centre Coordinator or an appropriate member of staff. Where appropriate, support may include:

• Academic guidance.
• Flexible learning arrangements where permitted.
• Referral under the Reasonable Adjustments and Special Consideration Policy.
• Welfare advice.
• Progress meetings.

• Referral to external support agencies where necessary.

PESS recognises that welfare concerns shall always be managed with sensitivity, confidentiality and professionalism.

Learner Feedback And Communication

PESS values learner feedback as an important source of information for improving the quality of education, learner support and organisational performance. Learners should be encouraged to provide feedback through:

• Learner satisfaction surveys.
• Course evaluation forms.
• Feedback meetings.
• Suggestion systems.
• Online feedback platforms.
• Informal discussions with staff.

Feedback shall be reviewed regularly to identify:

• Good practice.
• Areas requiring improvement.
• Learner concerns.
• Opportunities to improve teaching and support services.

Where appropriate, improvement actions should be implemented and monitored through the Quality Management System. PESS is committed to maintaining open, respectful and effective communication with learners throughout their programme.

Learner Progression And Career Guidance

PESS supports learners in planning their future education and career development. Guidance may include:

• Information regarding qualification progression.
• Advice on professional certifications.
• Career development guidance.

• Employment opportunities.
• Continuing Professional Development (CPD).
• Higher-level qualifications.
• Industry expectations.
• Professional memberships where applicable.

Trainers shall encourage learners to develop realistic career goals and make informed decisions regarding future educational and professional opportunities. Where appropriate, learners shall receive information regarding progression pathways offered by awarding organisations and higher education institutions.

Monitoring And Continual Improvement

PESS is committed to continually improving learner support and welfare arrangements. The effectiveness of this policy shall be monitored through:

• Learner satisfaction surveys.
• Internal audits.
• Internal Quality Assurance (IQA) activities.
• Learner progression and completion rates.
• Attendance monitoring.
• Complaints and appeals analysis.
• Management Review Meetings.
• External Quality Assurance (EQA) reports where applicable.

Monitoring information shall be analysed to identify:

• Learner support needs.
• Opportunities for improvement.
• Training requirements.
• Barriers to learner success.
• Organisational performance trends.

Corrective and Preventive Actions (CAPA) shall be implemented where necessary to improve learner support services and enhance the overall learner experience.

Related Policies

This policy shall be read in conjunction with:

• PESS-POL-001 Quality Assurance Policy.
• PESS-POL-002 Internal Quality Assurance (IQA) Policy.
• PESS-POL-003 Assessment Policy.
• PESS-POL-004 Learner Appeals Policy.
• PESS-POL-005 Learner Complaints Policy.
• PESS-POL-006 Malpractice and Maladministration Policy.
• PESS-POL-007 Recognition of Prior Learning (RPL) Policy.
• PESS-POL-008 Reasonable Adjustments and Special Consideration Policy.
• PESS-POL-009 Equality, Diversity and Inclusion Policy.
• PESS-POL-010 Health and Safety Policy.
• PESS-POL-011 Data Protection and Privacy Policy.
• PESS-POL-012 Learner Recruitment and Admissions Policy.
• PESS-POL-013 Staff Recruitment, Induction and Continuing Professional

Development (CPD) Policy.

• PESS-POL-014 Document Control and Records Retention Policy.
• PESS-POL-015 Conflict of Interest Policy.

References

This policy has been developed with reference to:

• ISO 9001:2015 – Quality Management Systems.
• Relevant Awarding Organisation Requirements.
• Applicable National Legislation.
• Internal Policies and Procedures.

Policy Review

This policy should be reviewed annually by the Centre Coordinator to ensure that it remains effective, current and aligned with organisational objectives, learners’ needs and awarding organisation requirements. An earlier review may be undertaken where:

• awarding organisation requirements change;
• Learner feedback identifies significant improvement opportunities;
• internal or external audit findings require policy amendments;
• organisational services are revised;
• legislative requirements change; or
• Senior management determines that revision is necessary.

All amendments shall be reviewed by the Centre Coordinator and approved by the Chief Executive Officer (CEO) before implementation.

DOCUMENT CONTROL

Field Details

Document Title Learner Support and Welfare Policy Organisation Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. (PESS)

Policy Reference PESS-POL-016

Department Academic & Learner Services

Original Issue Date 01 January 2023

Version 2.0

Current Version Date 05 June 2026

Next Review Date 04 June 2027

Document Status Approved

Classification Controlled Internal Document

VERSION HISTORY

Version Issue Date Description

1.0 01 January 2023 Initial issue of the Learner Support and Welfare Policy. 2.0 05 June 2026 Policy comprehensively reviewed and updated to align with the PESS Quality Management System (QMS),

ISO 9001:2015 principles and

recognised awarding organisation requirements.

REVIEW AND APPROVAL

This Learner Support and Welfare Policy have been prepared by the Centre Coordinator and reviewed and approved by the Chief Executive Officer (CEO). It forms part of the PESS Quality Management System and applies to all learners, employees, trainers, assessors, Internal Quality Assurers (IQAs), consultants and administrative staff involved in the delivery and support of PESS programmes.

Prepared By Position

Engr Centre Administration Centre Coordinator

Reviewed and Approved By Position

Engr. Senior Management Chief Executive Officer (CEO)

End of Policy

Policy Statement

Policy Statement

Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. (PESS) is committed to providing a safe, secure, respectful and supportive learning and working environment where all learners, employees, contractors, visitors and other stakeholders are protected from abuse, neglect, exploitation, bullying, harassment, discrimination and any form of harm. PESS recognises that safeguarding is a shared responsibility and is committed to promoting the welfare, dignity and wellbeing of every individual participating in its education, training and consultancy activities. The organisation expects all employees and representatives to act responsibly, professionally and ethically in protecting learners and maintaining a culture of safety and mutual respect. The organisation acknowledges that safeguarding concerns may arise in different forms, including physical abuse, emotional abuse, psychological harm, sexual misconduct, neglect, financial exploitation, online abuse, bullying, harassment or any behaviour that places an individual at risk. PESS shall take all reasonable steps to identify safeguarding concerns, respond appropriately to disclosures, manage reported incidents confidentially and cooperate with relevant authorities where necessary. The organisation will not tolerate any behaviour that threatens the safety, dignity or wellbeing of learners or staff. All safeguarding concerns shall be treated seriously, investigated promptly and managed fairly while protecting the rights, privacy and welfare of all individuals involved. This policy forms part of the PESS Quality Management System (QMS) and supports compliance with ISO 9001:2015 principles, awarding organisation requirements and recognised safeguarding good practice.

Purpose

The purpose of this policy is to establish a structured framework for safeguarding learners, employees and other individuals engaged with Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd.

The objectives of this policy are to:

• provide a safe and respectful learning environment;
• protect learners and staff from abuse, neglect and exploitation;
• establish clear safeguarding responsibilities;
• encourage prompt reporting of safeguarding concerns;
• ensure concerns are managed fairly, confidentially and promptly;
• promote safeguarding awareness among employees and learners;
• support compliance with awarding organisation requirements and applicable

legislation; and

• promote continual improvement in safeguarding practices.

Scope

This policy applies to all activities organised or delivered by Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. The policy applies to:

• Classroom training and Online learning.
• Blended learning.
• Workplace assessments.
• Consultancy activities and Meetings and workshops.
• Organisational events and educational visits where applicable.

This policy applies to:

• Chief Executive Officer (CEO).
• Centre Coordinator.
• Tutors, Trainers and Assessors.
• Internal Quality Assurers (IQAs).
• Administrative Staff.
• Consultants and Contractors.
• Learners and Visitors.

Every individual associated with PESS has a responsibility to contribute to a safe, respectful and supportive environment.

Definitions

For the purposes of this policy: Safeguarding means protecting individuals from abuse, neglect, exploitation, harassment, bullying or any form of harm while promoting their health, safety and wellbeing. Safeguarding Concern means any information, observation or disclosure suggesting that an individual may be at risk of harm. Abuse means physical, emotional, psychological, sexual or financial mistreatment, neglect or any other behaviour that causes harm or places an individual at risk. Disclosure means information shared by an individual indicating that they have experienced or witnessed abuse or another safeguarding concern. Safeguarding Officer means the person designated by PESS to receive safeguarding concerns, coordinate responses and maintain safeguarding records. Until otherwise appointed, the Centre Coordinator shall perform this role.

Safeguarding Principles

PESS shall manage safeguarding arrangements according to the following principles.

Protection

Every learner, employee and visitor has the right to learn and work in an environment that is safe, respectful and free from abuse or exploitation.

Prevention

PESS should promote awareness, provide guidance and implement appropriate organisational controls to minimize safeguarding risks.

Respect

Every safeguarding concern shall be managed with dignity, fairness and sensitivity while respecting the rights of all individuals involved.

Confidentiality

Safeguarding information should be treated confidentially and shared only with authorised personnel or external authorities where necessary and appropriate.

Prompt Action

All safeguarding concerns shall be reported without unnecessary delay and investigated promptly in accordance with organisational procedures.

Accountability

Every employee and representative of PESS is responsible for supporting safeguarding arrangements and reporting concerns immediately.

Roles And Responsibilities

Safeguarding is the responsibility of everyone associated with PESS.

Chief Executive Officer (CEO)

The Chief Executive Officer shall provide leadership, approve this policy, allocate appropriate resources and ensure that safeguarding arrangements remain effective throughout the organisation.

Centre Coordinator (Safeguarding Officer)

The Centre Coordinator shall act as the designated Safeguarding Officer and shall be responsible for:

• receiving safeguarding concerns;
• maintaining confidential safeguarding records;
• coordinating safeguarding investigations;
• referring concerns to senior management or external authorities where appropriate;
• monitoring safeguarding arrangements; and
• promoting safeguarding awareness across the organisation.

Tutors, Trainers and Assessors

Tutors, Trainers and Assessors shall:

• promote a safe and respectful learning environment;
• remain alert to safeguarding concerns;
• report concerns immediately to the Safeguarding Officer;
• maintain appropriate professional boundaries;
• treat learners fairly and respectfully; and
• cooperate with safeguarding investigations where required.

Internal Quality Assurers (IQAs)

Internal Quality Assurers shall ensure that safeguarding principles are reflected within quality assurance activities and report any safeguarding concerns identified during monitoring or observation activities.

Administrative Staff

Administrative staff should protect confidential safeguarding information, report concerns promptly and support safeguarding administration where appropriate. Learners Learners are expected to:

• behave respectfully towards others;
• comply with organisational policies;
• report safeguarding concerns immediately;
• avoid bullying, harassment, discrimination or abusive behaviour; and
• contribute positively to a safe and inclusive learning environment.

Reporting Safeguarding Concerns

PESS encourages all learners, employees, contractors and visitors to report any safeguarding concern immediately. Early reporting enables the organisation to respond promptly, protect individuals from harm and take appropriate action where necessary. A safeguarding concern may arise through:

• A direct disclosure by a learner or employee.
• Observation of concerning behavior.
• Information received from another individual.
• Physical evidence.
• Online communication or social media activity.
• Repeated absenteeism or significant behavioral changes.
• Any situation where an individual appears to be at risk of harm.

Safeguarding concerns shall be reported without delay to the Centre Coordinator, who acts as the designated Safeguarding Officer. Where the concern involves the Safeguarding Officer, the matter shall be reported directly to the Chief Executive Officer (CEO).

Information reported should include where available:

• Name of the individual involved.
• Date and time of the concern.
• Nature of the concern.
• Location.
• People involved.
• Witness information.
• Immediate actions taken.
• Supporting evidence where available.

PESS shall ensure that safeguarding concerns are handled confidentially, sensitively and professionally.

Management Of Safeguarding Incidents

Upon receiving a safeguarding concern, the Safeguarding Officer shall assess the information and determine the appropriate course of action. The safeguarding response may include:

• Immediate action to protect individuals at risk.
• Confidential discussion with relevant parties.
• Collection of available information.
• Risk assessment.
• Referral to senior management.
• Referral to appropriate external authorities where required.
• Ongoing monitoring and support.
• Recording of actions taken.

PESS shall ensure that investigations are conducted fairly, objectively and without unnecessary delay. The organisation shall not tolerate retaliation or victimization against any individual who reports a safeguarding concern in good faith. Where appropriate, temporary measures may be implemented to protect learners, employees or visitors while an investigation is ongoing.

Safeguarding Training And Awareness

PESS recognised that effective safeguarding depends upon staff awareness and competence. Safeguarding awareness shall form part of staff induction and ongoing professional development. Training may include:

• Safeguarding principles.
• Identifying safeguarding concerns.
• Professional boundaries.
• Reporting procedures.
• Confidentiality.
• Equality, Diversity and Inclusion.
• Online safety awareness.
• Preventing bullying and harassment.
• Appropriate learner interactions.
• Record keeping.

Learners shall also receive information during induction regarding:

• Their rights and responsibilities.
• Expected standards of behavior.
• How to report safeguarding concerns.
• Available support services.
• Organisational policies promoting learner welfare.

PESS shall periodically review safeguarding awareness activities to ensure they remain effective and relevant.

Record Keeping And Confidentiality

PESS shall maintain accurate and confidential safeguarding records. Safeguarding records may include:

• Safeguarding concern reports.
• Investigation records.
• Risk assessments.

• Meeting notes.
• Referral documentation.
• Actions taken.
• Follow-up reviews.
• Correspondence where appropriate.

All safeguarding records shall be:

• Accurate.
• Complete.
• Securely stored.
• Confidential.
• Accessible only to authorized personnel.
• Retained in accordance with the PESS Document Control and Records Retention

Policy. Information relating to safeguarding shall only be shared where necessary to protect individuals, comply with legal obligations or support appropriate organisational decision- making.

Monitoring And Continual Improvement

PESS is committed to continually improving safeguarding arrangements throughout the organisation. The effectiveness of this policy shall be monitored through:

• Internal audits.
• Internal Quality Assurance (IQA) activities.
• Staff feedback.
• Learner feedback.
• Safeguarding incident reviews.
• Management Review Meetings.
• External Quality Assurance (EQA) reports where applicable.

Monitoring activities shall be used to identify:

• Safeguarding risks.
• Training requirements.
• Opportunities for improvement and Procedural weaknesses.
• Compliance with organisational policies.

Corrective and Preventive Actions (CAPA) shall be implemented where necessary to strengthen safeguarding arrangements and improve organisational performance. Senior Management shall review safeguarding performance regularly to ensure that learners and employees continue to receive appropriate protection and support.

Related Policies

This policy shall be read in conjunction with:

• PESS-POL-001 Quality Assurance Policy.
• PESS-POL-002 Internal Quality Assurance (IQA) Policy.
• PESS-POL-003 Assessment Policy.
• PESS-POL-004 Learner Appeals Policy.
• PESS-POL-005 Learner Complaints Policy.
• PESS-POL-006 Malpractice and Maladministration Policy.
• PESS-POL-008 Reasonable Adjustments and Special Consideration Policy.
• PESS-POL-009 Equality, Diversity and Inclusion Policy.
• PESS-POL-010 Health and Safety Policy.
• PESS-POL-011 Data Protection and Privacy Policy.
• PESS-POL-012 Learner Recruitment and Admissions Policy.
• PESS-POL-016 Learner Support and Welfare Policy.

References

This policy has been developed with reference to:

• ISO 9001:2015 – Quality Management Systems.
• Relevant Awarding Organisation Requirements.
• Recognised Safeguarding Best Practice.
• Applicable National Legislation.
• Internal Policies and Procedures.

Policy Review

This policy shall be reviewed annually by the Centre Coordinator (Safeguarding Officer) to ensure that it remains effective, current and aligned with organisational objectives, recognised safeguarding practices and awarding organisation requirements. An earlier review may be undertaken where:

• safeguarding legislation changes;
• awarding organisation requirements are updated;
• significant safeguarding incidents occur;
• internal or external audit findings identify improvement opportunities;
• organisational activities change significantly; or
• Senior management determines that revision is necessary.

All amendments shall be reviewed by the Centre Coordinator and approved by the Chief Executive Officer (CEO) before implementation.

DOCUMENT CONTROL

Field Details

Document Title Safeguarding Policy

Organisation Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. (PESS)

Policy Reference PESS-POL-017

Department Academic & Quality Assurance

Original Issue Date 01 January 2023

Version 2.0

Current Version Date 05 June 2026

Next Review Date 04 June 2027

Document Status Approved

Classification Controlled Internal Document

VERSION HISTORY

Version Issue Date Description

1.0 01 January 2023 Initial issue of the Safeguarding Policy. 2.0 05 June 2026 Policy comprehensively reviewed and updated to align with the PESS Quality Management System (QMS),

ISO 9001:2015 principles and

recognised safeguarding best practice.

REVIEW AND APPROVAL

This Safeguarding Policy has been prepared by the Centre Coordinator and reviewed and approved by the Chief Executive Officer (CEO). It forms part of the PESS Quality Management System and applies to all learners, employees, tutors, trainers, assessors, Internal Quality Assurers (IQAs), consultants, contractors and visitors engaged in activities organized by Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd.

Prepared By Position

Engr. Centre Administration Centre Coordinator

Reviewed and Approved By Position

Engr. Senior Management Chief Executive Officer (CEO)

End of Policy

Policy Statement

Policy Statement

Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. (PESS) is committed to delivering high-quality education through flexible learning approaches that enable learners to achieve their educational and professional goals regardless of location. The organisation recognised that blended and distance learning provide valuable opportunities for learners to access education while maintaining employment, family and other personal commitments. PESS is committed to ensuring that blended and distance learning programmes maintain the same academic standards, assessment integrity and learner support as classroom- based delivery. Teaching, learning, assessment and Internal Quality Assurance (IQA) activities shall be planned, delivered and monitored to ensure that learners receive engaging, effective and equitable learning experience. Blended learning combines face-to-face teaching with online learning activities, while distance learning enables learners to study remotely using digital technologies and structured learning resources. Both methods shall be supported by qualified tutors, appropriate learning resources, reliable communication channels and effective learner support services. The organisation should use secure and appropriate digital platforms to deliver teaching, learning materials, assessments and learner support while protecting confidential information and maintaining compliance with awarding organisation requirements. PESS shall continually evaluate the effectiveness of blended and distance learning through learner feedback, quality assurance activities and regular review to ensure continual improvement. This policy forms part of the PESS Quality Management System (QMS) and supports compliance with ISO 9001:2015, recognised educational best practice and awarding organisation requirements.

Purpose

The purpose of this policy is to establish a structured framework for the planning, delivery, management and quality assurance of blended and distance learning programmes delivered by Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. The objectives of this policy are to:

• ensure high-quality delivery of blended and distance learning programmes;
• provide flexible learning opportunities while maintaining academic standards;
• ensure fair and consistent assessment practices;
• provide effective learner support throughout the programme;
• maintain regular communication between learners and tutors;
• ensure appropriate use of digital learning technologies;
• protect learner information and online learning environments;
• support continual improvement through quality assurance activities; and
• comply with awarding organisation requirements.

Scope

This policy applies to all qualifications, professional training programmes, short courses and certification programmes delivered through blended or distance learning by Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. The policy applies to:

• Online, Blended learning programmes and Virtual classrooms.
• Learning Management Systems (LMS).
• Online tutorials and Digital learning resources.
• Remote assessments where permitted.
• Learner support services delivered online.

This policy applies to:

• Chief Executive Officer (CEO).
• Centre Coordinator.
• Tutors, Trainers and Assessors.
• Internal Quality Assurers (IQAs).
• Administrative Staff and Information Technology personnel.
• Learners.

Definitions

For the purposes of this policy: Blended Learning means a planned approach that combines face-to-face teaching with online learning activities and digital educational resources. Distance Learning means education delivered remotely where learners and tutors are separated by location and communicate using approved learning technologies. Learning Management System (LMS) means the electronic platform used by PESS to deliver learning materials, assignments, assessments and learner support. Virtual Classroom means an online teaching environment where tutors and learners participate in live learning sessions using approved communication technology. Online Learning Resources means electronic materials including presentations, videos, recorded lectures, digital manuals, quizzes and other educational resources provided to learners.

Principles

PESS shall deliver blended and distance learning according to the following principles.

Learner-Centered Learning

Learning activities should be designed to meet the diverse needs of learners while encouraging active participation, independent study and professional development.

Quality and Consistency

Blended and distance learning programmes shall maintain the same academic standards, assessment requirements and quality assurance arrangements as classroom-based delivery.

Accessibility

Learning materials and support services shall be accessible to authorised learners using appropriate digital technologies wherever reasonably practicable.

Engagement

Learners shall have regular opportunities to communicate with tutors, receive feedback, participate in discussions and engage in learning activities.

Security

Digital learning systems shall protect learner information, assessment evidence and organisational resources through appropriate information security controls.

Continual Improvement

The effectiveness of blended and distance learning shall be monitored and reviewed regularly to improve learner satisfaction, engagement and academic achievement.

Roles And Responsibilities

Chief Executive Officer (CEO)

The Chief Executive Officer shall provide strategic leadership, approve this policy, allocate appropriate resources and ensure that blended and distance learning arrangements support organisational objectives and awarding organisation requirements.

Centre Coordinator

The Centre Coordinator shall:

• coordinate blended and distance learning activities;
• monitor learner participation and engagement;
• oversee the quality of online delivery;
• maintain learning records;
• coordinate learner support services; and
• ensure compliance with this policy.

Tutors, Trainers and Assessors

Tutors, Trainers and Assessors shall:

• prepare and deliver high-quality learning materials;
• facilitate live and recorded learning sessions where appropriate;
• provide timely learner feedback;
• monitor learner progress;
• encourage learner participation;
• maintain accurate attendance and assessment records; and
• support learners throughout their programme.

Internal Quality Assurers (IQAs)

Internal Quality Assurers shall monitor the quality of blended and distance learning delivery through observations, sampling, learner feedback and standardisation activities to ensure consistency and compliance.

Administrative and IT Staff

Administrative and IT personnel shall support learner enrolment, maintain digital learning systems, assist with technical issues, protect organisational information and ensure reliable access to approved learning platforms. Learners Learners are expected to:

• participate actively in online and blended learning activities;
• attend scheduled virtual sessions where required;
• complete learning activities and assessments on time;
• maintain academic integrity;
• use approved learning systems responsibly;
• communicate promptly with tutors regarding learning or technical difficulties; and
• comply with organisational policies relating to online learning and assessment.

Delivery Of Blended And Distance Learning

PESS should ensure that all blended and distance learning programmes are planned, delivered and monitored to achieve the same academic standards and learning outcomes as classroom-based delivery. Programme delivery shall be supported through approved digital learning platforms and structured learning resources. Delivery methods may include:

• Live virtual classes.
• Face-to-face classroom sessions.
• Recorded lectures.
• Learning Management System (LMS).
• Online tutorials.
• Digital presentations.

• Electronic learning materials.
• Discussion forums.
• Independent learning activities.
• Workplace-based learning where appropriate.

Each programme shall include a structured scheme of learning that clearly identifies:

• Learning outcomes.
• Teaching methods.
• Assessment requirements.
• Learner support arrangements.
• Learning resources.
• Tutor contact arrangements.

Tutors shall ensure that learning materials remain accurate, current and aligned with awarding organisation requirements.

Learner Engagement, Support And Communication

PESS recognised that effective learner engagement is essential to successful blended and distance learning. Learners shall receive ongoing academic and administrative support throughout their programme. Support arrangements may include:

• Tutor guidance.
• Academic mentoring.
• Email support.
• Online discussion forums.
• Virtual office hours.
• Individual learner progress reviews.
• Technical assistance.
• Assessment guidance.
• Career and progression advice.

Regular communication shall be maintained between tutors and learners to encourage participation, monitor progress and identify learners who may require additional support.

Where learners experience difficulties affecting their participation or progress, appropriate support or referrals shall be provided in accordance with the Learner Support and Welfare Policy.

Assessment, Authenticity And Academic Integrity

Assessment activities delivered through blended or distance learning shall comply with the PESS Assessment Policy and the requirements of the relevant awarding organisation. PESS shall ensure that assessment decisions remain:

• Valid.
• Reliable.
• Fair.
• Consistent.
• Transparent.

Appropriate measures shall be implemented to confirm the authenticity of learner’s work. These measures may include:

• Learner identity verification.
• Plagiarism detection.
• Oral questioning.
• Professional discussion.
• Witness testimony where appropriate.
• Assessment interviews.
• Secure electronic submission systems.
• Internal Quality Assurance (IQA) sampling.

Learners are expected to maintain academic honesty and shall not engage in plagiarism, collusion, impersonation or any other form of academic misconduct. Any suspected malpractice shall be investigated in accordance with the PESS Malpractice and Maladministration Policy.

Digital Learning Resources And Information Security

PESS shall provide learners with access to appropriate learning resources that support programme delivery and independent study.

Learning resources may include:

• Learner handbooks.
• Study guides.
• Digital presentations.
• Videos and Recorded lectures.
• Electronic books.
• Assessment guidance.
• Learning activities and Practice exercises.
• Online reference materials.

All digital learning systems should be protected through appropriate information security measures. PESS shall:

• Protect learner information.
• Maintain secure user accounts.
• Restrict access to authorised users.
• Secure assessment evidence.
• Maintain regular system backups.
• Monitor access to digital learning platforms.

Learners shall use organisational learning systems responsibly and comply with the Information Technology (IT) and Cyber Security Policy.

Monitoring, Evaluation And Continual Improvement

PESS is committed to continually improving the quality of blended and distance learning. The effectiveness of this policy shall be monitored through:

• Learner satisfaction surveys.
• Internal audits.
• Internal Quality Assurance (IQA) activities.
• Tutor observations and Attendance and participation monitoring.
• Learner achievement and completion rates.
• Management Review Meetings.
• External Quality Assurance (EQA) reports where applicable.

Monitoring activities shall identify:

• Learner engagement trends.
• Areas requiring improvement.
• Staff development needs.
• Technology performance.
• Resource effectiveness.
• Compliance with awarding organisation requirements.

Corrective and Preventive Actions (CAPA) should be implemented where necessary to improve programme delivery, learner support and organisational performance.

Related Policies

This policy shall be read in conjunction with:

• PESS-POL-001 Quality Assurance Policy.
• PESS-POL-002 Internal Quality Assurance (IQA) Policy.
• PESS-POL-003 Assessment Policy.
• PESS-POL-006 Malpractice and Maladministration Policy.
• PESS-POL-008 Reasonable Adjustments and Special Consideration Policy.
• PESS-POL-010 Health and Safety Policy.
• PESS-POL-011 Data Protection and Privacy Policy.
• PESS-POL-016 Learner Support and Welfare Policy.

References

This policy has been developed with reference to:

• ISO 9001:2015 – Quality Management Systems.
• Relevant Awarding Organisation Requirements.
• Good Practice Guidance for Online and Distance Learning.
• Applicable National Legislation.
• Internal Policies and Procedures.

Policy Review

This policy shall be reviewed annually by the Centre Coordinator to ensure that it remains effective, current and aligned with technological developments, educational best practice and awarding organisation requirements. An earlier review may be undertaken where:

• awarding organisation requirements change;
• significant changes are made to learning technologies;
• internal or external audit findings identify improvement opportunities;
• learner feedback indicates the need for revision;
• organisational delivery methods change; or
• Senior management determines that revision is necessary.

All amendments shall be reviewed by the Centre Coordinator and approved by the Chief Executive Officer (CEO) before implementation.

DOCUMENT CONTROL

Field Details

Document Title Blended and Distance Learning Policy Organisation Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. (PESS)

Policy Reference PESS-POL-018

Department Academic & Quality Assurance

Original Issue Date 01 January 2023

Version 2.0

Current Version Date 05 June 2026

Next Review Date 04 June 2027

Document Status Approved

Classification Controlled Internal Document

VERSION HISTORY

Version Issue Date Description

1.0 01 January 2023 Initial issue of the Blended and Distance Learning Policy. 2.0 05 June 2026 Policy comprehensively reviewed and updated to align with the PESS Quality Management System (QMS), ISO 9001:2015 principles, recognised online learning best practice and awarding organisation requirements.

REVIEW AND APPROVAL

This Blended and Distance Learning Policy has been prepared by the Centre Coordinator and reviewed and approved by the Chief Executive Officer (CEO). It forms part of the PESS Quality Management System and applies to all employees, tutors, trainers, assessors, Internal Quality Assurers (IQAs), administrative staff, IT personnel and learners participating in blended or distance learning programmes delivered by Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd.

Prepared By Position

Miss Maryam Arain Centre Coordinator

Reviewed and Approved By Position

Engr. Senior Management Chief Executive Officer (CEO)

End of Policy

Policy Statement

Policy Statement

Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. (PESS) is committed to maintaining fair, transparent and consistent procedures regarding the payment and refund of fees for all education, training, assessment and consultancy services. This policy establishes the circumstances under which refunds may be granted and outlines the responsibilities of both PESS and its learners. PESS recognises that learners may occasionally be unable to commence or continue their chosen programme due to unforeseen circumstances. The organisation will consider refund requests fairly while also recognising that significant administrative, registration and operational costs are incurred when learners are enrolled on programmes. Refund decisions shall be made objectively, consistently and in accordance with this policy. The organisation aims to balance learner interests with its contractual obligations to awarding organisations, suppliers and operational requirements. Where programme fees include charges payable to external awarding organisations, examination bodies or third-party service providers, such fees may be subject to the refund rules established by those organisations. This policy applies equally to classroom-based, blended and distance learning programmes unless alternative written arrangements have been agreed before enrolment. The Refund Policy forms part of the PESS Quality Management System (QMS) and supports compliance with ISO 9001:2015 principles, consumer protection requirements and recognised good practice.

Purpose

The purpose of this policy is to establish a clear framework for managing refund requests fairly, consistently and transparently.

The objectives of this policy are to:

• provide clear information regarding refund eligibility;
• ensure fair and consistent decision-making;
• protect the interests of both learners and PESS;
• establish transparent refund procedures;
• define non-refundable fees where applicable;
• maintain accurate financial records;
• minimise disputes relating to course fees; and
• comply with applicable legal and awarding organisation requirements.

Scope

This policy applies to all training and certification services provided by Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. The policy applies to:

• International qualifications.
• Professional training programmes.
• Short courses.
• Diploma programmes.
• Online learning.
• Blended learning.
• Classroom training.
• Consultancy services where applicable.

This policy applies to:

• Chief Executive Officer (CEO).
• Centre Coordinator.
• Finance and Administrative Staff.
• Tutors and Trainers.
• Learners.
• Sponsors or organisation pay fees on behalf of learners.

Definitions

For the purposes of this policy: Refund means the repayment of all, or part of the fees paid by a learner or sponsoring organisation in accordance with this policy. Registration Fee means the fee charged for learner registration and administrative processing. Awarding Organisation Fee means fees paid or payable to an external awarding organisation for learner registration, assessment or certification. Course Fee means the tuition fee charged by PESS for delivery of education and training services. Withdrawal means the formal cancellation of enrolment by a learner before or after commencement of the programme.

Refund Principles

PESS shall manage refunds according to the following principles.

Fairness

All refund requests shall be considered fairly, consistently and without discrimination.

Transparency

Learners shall receive clear information regarding refund conditions before enrolment.

Accountability

Refund decisions shall be documented and authorised by designated personnel.

Consistency

Refund decisions shall be made in accordance with this policy and applied consistently across all programmes.

Compliance

Refund arrangements shall comply with applicable legislation, contractual obligations and awarding organisation requirements.

Roles And Responsibilities

Chief Executive Officer (CEO)

The Chief Executive Officer shall approve this policy and have final authority over exceptional refund decisions that fall outside the standard provisions of this policy.

Centre Coordinator

The Centre Coordinator shall:

• receive refund requests;
• verify learner enrolment details;
• review supporting evidence;
• recommend refund decisions;
• maintain refund records; and
• communicate refund outcomes to learners.

Finance and Administrative Staff

Finance personnel shall:

• verify payments received;
• calculate eligible refund amounts;
• process approved refunds;
• maintain financial records;
• refund documentation for audit purposes.

Administrative staff shall assist learners by providing information regarding refund procedures and required documentation. Learners Learners are responsible for:

• reading and understanding this policy before enrolment;
• submitting refund requests in writing;
• providing supporting evidence where appropriate;
• notifying PESS promptly if they wish to withdraw from a programme; and
• providing accurate banking or payment information where refunds are approved.

Refund Eligibility

PESS recognised that refund requests may arise due to a variety of circumstances. Each request shall be considered individually and in accordance with this policy. Refunds may be considered in circumstances including:

• The learner withdraws before the official commencement of the programme.
• PESS cancels a programme before it begins.
• PESS is unable to deliver the programme for reasons within its control.
• Duplicate payment has been made.
• Exceptional compassionate circumstances are supported by appropriate evidence.
• Other circumstances approved by the Chief Executive Officer (CEO).

Refunds shall not normally be granted where:

• The learner has commenced the programme and actively participated in training.
• Learning materials, online resources or digital content have been accessed or

downloaded.

• Registration fees have already been paid to an awarding organisation.
• Examination, assessment or certification fees have been paid to third parties and

are non-refundable.

• The learner is suspended or withdrawn due to misconduct, malpractice or breach of

organisational policies.

• The learner fails to attend classes without formally notifying PESS.
• The learner changes their mind after the programme has commenced without

exceptional circumstances. Refund decisions should consider programme costs already incurred, services provided and any contractual obligations to external organisation.

Refund Procedure

Learners requesting a refund shall submit a written Refund Request Form to the Centre Coordinator together with any supporting documentation. The refund process shall normally include:

• Receipt of the written refund request.
• Verification of learner enrolment and payment records.
• Review of the reasons for withdrawal.

• Assessment of refund eligibility.
• Calculation of any refundable amount.
• Approval by the authorised officer.
• Notification of the decision to the learner.
• Processing of the approved refund.
• Recording of the transaction for financial and audit purposes.

Where additional information is required, the learner may be contacted before a final decision is made. PESS aims to process eligible refund requests promptly. Approved refunds will normally be processed within 30 working days from the date all required documentation has been received, unless awarding organisation procedures requires additional time.

Non-Refundable Fees

Certain fees are incurred immediately upon enrolment or registration and therefore cannot normally be refunded. These may include:

• Application fees.
• Administrative processing fees.
• Learner registration fees.
• Awarding organisation registration fees.
• Examination booking fees.
• Certification fees are already paid to awarding organisation.
• Courier or postage charges.
• Charges for issued learning materials.
• Digital learning resources that have already been accessed.

Where an external awarding organisation permits recovery of any fees, PESS shall pass any eligible refund to the learner after deducting any applicable administrative or banking charges.

Cancellation By Pess

Where PESS is unable to commence or continue a programme due to circumstances within its control, reasonable efforts should be made to minimize inconvenience to learners. Where appropriate, PESS may offer one or more of the following:

• Transfer to an alternative intake.
• Transfer to another suitable programme.
• Online or blended delivery where appropriate.
• Credit for future training.
• Full or partial refund.

Where external circumstances beyond the control of PESS affect delivery programme, including natural disasters, government restrictions or other force majeure events, alternative delivery arrangements may be offered before any refund decision is considered.

Monitoring And Continual Improvement

PESS is committed to continually improving its refund procedures to ensure fairness, transparency and efficiency. The implementation of this policy shall be monitored through:

• Internal audits.
• Learner feedback.
• Financial reviews.
• Complaints analysis.
• Management Review Meetings.
• Internal Quality Assurance (IQA) activities where applicable.

Monitoring activities shall identify:

• Trends in refund requests.
• Administrative efficiency.
• Opportunities for improvement.
• Learner satisfaction.
• Compliance with organisational procedures.

Corrective and Preventive Actions (CAPA) should be implemented where necessary to improve refund administration and organisational performance.

Related Policies

This policy shall be read in conjunction with:

• PESS-POL-001 Quality Assurance Policy.
• PESS-POL-003 Assessment Policy.
• PESS-POL-004 Learner Appeals Policy.
• PESS-POL-005 Learner Complaints Policy.
• PESS-POL-011 Data Protection and Privacy Policy.
• PESS-POL-012 Learner Recruitment and Admissions Policy.
• PESS-POL-014 Document Control and Records Retention Policy.
• PESS-POL-016 Learner Support and Welfare Policy.
• PESS-POL-021 Certification, Results and Awards Policy.

References

This policy has been developed with reference to:

• ISO 9001:2015 – Quality Management Systems.
• Relevant Awarding Organisation Requirements.
• Applicable Consumer Protection Legislation and Internal Policies and Procedures.

Policy Review

This policy shall be reviewed annually by the Centre Coordinator to ensure that it remains effective, current and aligned with organisational objectives, awarding organisation requirements and applicable legal obligations. An earlier review may be undertaken where:

• awarding organisation refund requirements change;
• consumer protection legislation is amended;
• significant operational changes occur;
• internal or external audit findings identify improvement opportunities; or
• Senior management determines that revision is necessary.

All amendments shall be reviewed by the Centre Coordinator and approved by the Chief Executive Officer (CEO) before implementation.

DOCUMENT CONTROL

Field Details

Document Title Refund Policy

Organisation Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. (PESS)

Policy Reference PESS-POL-023

Department Finance & Administration

Original Issue Date 01 January 2023

Version 2.0

Current Version Date 05 June 2026

Next Review Date 04 June 2027

Document Status Approved

Classification Controlled Internal Document

VERSION HISTORY

Version Issue Date Description

1.0 01 January 2023 Initial issue of the Refund Policy. 2.0 05 June 2026 Policy comprehensively reviewed and updated to align with the PESS Quality Management System (QMS), ISO 9001:2015 principles, consumer protection requirements and recognised awarding organisation practices.

REVIEW AND APPROVAL

This Refund Policy has been prepared by the Centre Coordinator and reviewed and approved by the Chief Executive Officer (CEO). It forms part of the PESS Quality Management System and applies to all learners, sponsors, employees and administrative personnel involved in programme enrolment, fee collection and refund administration at Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd.

Prepared By Position

Engr Centre Administration Centre Coordinator

Reviewed and Approved By Position

Engr. Senior Management Chief Executive Officer (CEO)

End of Policy

Policy Statement

INFORMATION TECHNOLOGY (IT) AND CYBER

SECURITY POLICY

Policy Statement

Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. (PESS) recognised that information technology and digital information systems are essential to the effective delivery of education, training, assessment, certification, consultancy and organisational management. The organisation is committed to protecting its information assets, computer systems, communication networks and digital services from unauthorised access, cyber threats, accidental loss, misuse, corruption and disruption. PESS relies on information technology to manage learner records, staff records, assessments, Internal Quality Assurance (IQA), certification, financial information, electronic communications, websites and Learning Management Systems (LMS). The organisation therefore recognised the importance of implementing robust information security measures that protect the confidentiality, integrity and availability of all organisational information. PESS is committed to providing secure and reliable information technology services through effective governance, risk management, cybersecurity controls, user awareness and continual monitoring. Appropriate technical, administrative and physical safeguards shall be implemented to reduce cyber security risks and ensure compliance with recognised good practice, applicable legislation and awarding organisation requirements. Every employee, tutor, assessor, Internal Quality Assurer (IQA), consultant, contractor and authorised user is responsible for protecting organisational information and using information technology resources responsibly. Information security is regarded as a shared responsibility and forms an integral part of the organization’s Quality Management System (QMS). This policy supports continual improvement and aligns with ISO 9001:2015 quality management principles, recognised information security practices and the requirements of awarding organisation.

Purpose

The purpose of this policy is to establish a structured framework for the secure management, protection and responsible use of information technology resources throughout Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. The objectives of this policy are to:

• Protect organisational information and digital assets.
• Maintain confidentiality, integrity and availability of information.
• Promote responsible and secure use of information technology resources.
• Prevent unauthorised access to organisational systems.
• Reduce cyber security risks through appropriate safeguards.
• Protect learner, employee and stakeholder information.
• Support business continuity and disaster recovery.
• Comply with awarding organisation requirements and applicable legislation.
• Promote continual improvement in cyber security awareness and information

management.

Scope

This policy applies to all information technology systems, electronic devices, software applications, communication systems and digital information owned, managed or used by Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. The policy applies to, but is not limited to:

• Desktop and Laptop computers.
• Mobile devices are used for organisational purposes.
• Servers and Cloud storage services.
• Learning Management Systems (LMS).
• Student Information Systems.
• Assessment platforms.
• Email systems.
• Official website.
• Internet services.
• Wireless networks.
• Backup systems.
• Electronic documents.

• Digital learner records.
• Digital staff records.
• Audio and video conferencing platforms.

This policy applies to:

• Chief Executive Officer (CEO).
• Centre Coordinator.
• Tutors, Trainers and Assessors.
• Internal Quality Assurers (IQAs).
• Administrative Staff.
• Information Technology personnel or service providers.
• Consultants.
• Contractors.
• Learners who use organisational information systems.
• Any authorised user granted access to organisational information technology

resources.

Definitions

For the purposes of this policy: Information Technology (IT) means the hardware, software, communication systems, electronic services and digital infrastructure used to support organisational activities. Cyber Security means the protection of information systems, electronic data and digital services from unauthorised access, cyber-attacks, accidental loss or disruption. Information Asset means any information, electronic record, software, hardware or digital resource owned, managed or controlled by PESS. Authorised User means an individual who has been granted permission to access organisational information technology resources. Cyber Incident means any event that compromises, or has the potential to compromise, the confidentiality, integrity or availability of organisational information or information systems. Malware means malicious software designed to damage, disrupt or gain unauthorised access to computer systems. Data Backup means the secure copying of electronic information to enable restoration following system failure or data loss.

Information Security Principles

PESS shall manage information technology and cyber security according to the following principles.

Confidentiality

Access to organisational information shall be restricted to authorised individuals who require the information to perform their duties. Confidential information shall not be disclosed to unauthorised people.

Integrity

Information shall remain accurate, complete and protected from unauthorised modification throughout its lifecycle. Appropriate controls should be implemented to preserve the reliability and authenticity of organisational information.

Availability

Information systems and organisational data shall remain available to authorised users whenever reasonably practicable to support education, assessment and business operations. Business continuity arrangements shall support the timely recovery of critical systems following disruption.

Accountability

Every authorised user is personally responsible for protecting organisational information, complying with this policy and reporting suspected information about security incidents. Managers should ensure that employees understand their responsibilities regarding cyber security and information management.

Continual Improvement

Information technology controls, cyber security arrangements and user awareness activities shall be reviewed regularly to respond to emerging threats, technological developments and organisational requirements. Lessons learned from incidents, audits and risk assessments shall be used to strengthen information security throughout the organisation.

Roles And Responsibilities

Maintaining secure information technology systems is a shared responsibility throughout PESS.

Chief Executive Officer (CEO)

The Chief Executive Officer shall provide strategic leadership by approving this policy, allocating appropriate resources and ensuring that effective information security arrangements are implemented across the organisation. The CEO shall support continual improvement of cyber security and ensure that organisational risks are appropriately managed.

Centre Coordinator

The Centre Coordinator shall:

• Coordinate implementation of this policy.
• Monitor compliance with information security requirements.
• Maintain information security documentation.
• Coordinate staff awareness and training.
• Report significant cyber security risks to senior management.
• Support business continuity and disaster recovery planning.

Information Technology Personnel or Service Providers Where appointed, Information Technology personnel or authorised service providers shall:

• Maintain information technology infrastructure.
• Install security updates and software patches.
• Monitor system performance and security.
• Maintain backup arrangements.
• Protect organisational networks.
• Supporting cyber incident response.
• Assist with disaster recovery activities.

Tutors, Trainers, Assessors and Internal Quality Assurers (IQAs)

Trainers, Assessors and IQAs shall:

• Use organisational systems responsibly.
• Protect learner information.

• Maintain password confidentiality.
• Store assessment records securely.
• Report suspected cyber security incidents immediately.
• Comply with organisational information security procedures.

Administrative Staff

Administrative staff shall:

• Maintain secure electronic records.
• Protect confidential information.
• Follow document control procedures.
• Report information security concerns promptly.
• Support secure communication with learners and stakeholders.

Employees and Authorised Users Every employee and authorised user shall:

• Use organisational information technology resources responsibly.
• Protect passwords and access credentials.
• Secure computers and mobile devices when unattended.
• Avoid unauthorised software installation.
• Report suspected cyber security incidents immediately.
• Comply with all organisational information security requirements.

Learners Learners who are provided with access to organisational information technology resources shall:

• Use systems only for authorised educational purposes.
• Protect their login credentials.
• Respect copyright and intellectual property rights.
• Avoid unauthorised access to organisational systems.
• Report suspected security issues or misuse promptly.
• Comply with all organisational information technology requirements.

Acceptable Use Of Information Technology

PESS provides information technology resources to support education, training, assessment, quality assurance and organisational operations. All users are expected to use these resources responsibly, professionally and in accordance with organisational policies. Authorised users shall:

• Use organisational IT resources only for legitimate educational and business

purposes.

• Protect organisational information from unauthorised access.
• Use licensed and approved software only.
• Follow organisational password and access control procedures.
• Log out of systems when not in use.
• Lock computers when leaving workstations unattended.
• Protect laptops and mobile devices from theft or damage.
• Report damaged or malfunctioning equipment promptly.
• Respect copyright, software licensing and intellectual property rights.

Users shall not:

• Install unauthorised software.
• Share passwords with others.
• Access information without authorisation.
• Download malicious or illegal content.
• Circumvent organisational security controls.
• Use organisational systems for illegal or unethical activities.
• Introduce malware or unauthorised devices into organisational systems.

Failure to comply with these requirements may result in disciplinary action and, where appropriate, legal action.

Password And Access Management

Strong authentication measures are essential for protecting organisational information. PESS shall implement appropriate password and access management controls.

Users shall:

• Create strong passwords containing an appropriate combination of letters,

numbers and special characters.

• Keep passwords confidential.
• Change passwords immediately if compromise is suspected.
• Avoid writing passwords where they may be easily accessed.
• Use unique passwords for organisational systems where practicable.

Access to organisational information systems shall be granted according to business need and individual responsibilities. The Centre Coordinator or authorised IT personnel shall ensure that:

• User accounts are created only for authorised individuals.
• Access permissions are regularly reviewed.
• Accounts are removed promptly when employment or authorised access ends.
• Privileged access is appropriately controlled.

Email, Internet And Social Media Security

Email and internet services are provided to support organisational activities and professional communication. Users shall:

• Exercise caution when opening email attachments or clicking internet links.
• Verify unexpected requests for confidential information.
• Report suspected phishing or fraudulent emails immediately.
• Use professional language in official communications.
• Protect confidential information when communicating electronically.

Employees shall not:

• Send confidential information to unauthorised recipients.
• Use organisational email for unlawful purposes.
• Download unauthorised software or files.
• Visit websites that present unacceptable security risks.

When using social media, employees shall:

• Protect the reputation of PESS.
• Avoid publishing confidential organisational information.
• Respect copyright and intellectual property.
• Clearly distinguish personal opinions from official organisational statements.

Data Backup, Recovery And Cyber Incident Response

PESS shall implement appropriate arrangements to protect organisational information against accidental loss, corruption or system failure. Information security measures shall include:

• Regular electronic backups.
• Secure cloud storage where appropriate.
• Controlled access to backup media.
• Periodic testing of backup restoration.
• Protection against ransomware and malware.
• Business continuity planning.

Any suspected cyber security incident shall be reported immediately to the Centre Coordinator. Examples of cyber incidents include:

• Malware infection.
• Phishing attacks.
• Data breaches.
• Unauthorised system access.
• Loss or theft of electronic devices.
• Password compromise.
• Website attacks.
• Unauthorised disclosure of confidential information.

Where a cyber incident occurs, PESS shall:

• Contain the incident.
• Assess potential risks.
• Protect affected systems.
• Restore services where necessary.

• Investigate the cause.
• Record the incident.
• Implement corrective and preventive actions.
• Notify awarding organisations or relevant authorities where required.

Monitoring And Continual Improvement

PESS is committed to continually improving its information technology and cyber security arrangements. The effectiveness of this policy shall be monitored through:

• Internal audits.
• Information security reviews.
• Cyber security risk assessments.
• Internal Quality Assurance (IQA) activities.
• Business continuity exercises.
• Management Review Meetings.
• Staff awareness training.
• Incident investigations.
• External audit findings where applicable.

Monitoring activities shall identify:

• Information security risks.
• Emerging cyber threats.
• Opportunities for improvement.
• Staff training requirements.
• System vulnerabilities.
• Compliance with organisational procedures.

Corrective and Preventive Actions (CAPA) shall be implemented where necessary to strengthen cyber security and information management throughout the organisation.

Related Policies

This policy shall be read in conjunction with:

• PESS-POL-001 Quality Assurance Policy.
• PESS-POL-002 Internal Quality Assurance (IQA) Policy.
• PESS-POL-003 Assessment Policy.
• PESS-POL-010 Health and Safety Policy.
• PESS-POL-011 Data Protection and Privacy Policy.
• PESS-POL-014 Document Control and Records Retention Policy.
• PESS-POL-015 Conflict of Interest Policy.
• PESS-POL-017 Safeguarding Policy.

References

This policy has been developed with reference to:

• ISO 9001:2015 – Quality Management Systems.
• ISO/IEC 27001 – Information Security Management Systems.
• Relevant Awarding Organisation Requirements.
• Applicable National Legislation and Internal Policies and Procedures.

Policy Review

This policy shall be reviewed annually by the Centre Coordinator to ensure that it remains effective, current and aligned with technological developments, organisational objectives, recognised cyber security practices and awarding organisation requirements. An earlier review may be undertaken where:

• significant cyber security incidents occur;
• information technology systems change;
• legislation or regulatory requirements are amended;
• awarding organisation requirements are updated;
• internal or external audit findings identify improvement opportunities; or
• Senior management determines that revision is necessary.

All amendments shall be reviewed by the Centre Coordinator and approved by the Chief Executive Officer (CEO) before implementation.

DOCUMENT CONTROL

Field Details

Document Title Information Technology (IT) and Cyber Security

Policy

Organisation Proactive Environmental & Safety Solutions (SMC-Pvt.) Ltd. (PESS)

Policy Reference PESS-POL-020

Department Information Technology & Quality Assurance

Original Issue Date 01 January 2023

Version 2.0

Current Version Date 05 June 2026

Next Review Date 04 June 2027

Document Status Approved

Classification Controlled Internal Document

VERSION HISTORY

Version Issue Date Description

1.0 01 January 2023 Initial issue of the Information

Technology (IT) and Cyber

Security Policy. 2.0 05 June 2026 Policy comprehensively reviewed and updated to align with the PESS Quality Management System (QMS),

ISO 9001:2015, ISO/IEC 27001

principles and recognised awarding organisation requirements.

REVIEW AND APPROVAL

This Information Technology (IT) and Cyber Security Policy have been prepared by the Centre Coordinator and reviewed and approved of by the Chief Executive Officer (CEO). It forms part of the PESS Quality Management System and applies to all employees, learners, tutors, trainers, assessors, Internal Quality Assurers (IQAs), consultants, contractors and authorised users of Proactive Environmental & Safety Solutions (SMC- Pvt.) Ltd. information technology resources.

Prepared By Position

Engr Centre Administration Centre Coordinator

Reviewed and Approved By Position

Engr. Senior Management Chief Executive Officer (CEO)

End of Policy