Policies & Data Protection

HCT Learning fully complies with all data protection acts and ensures that all information collected on staff, trainers, clients and learners are used for only the purpose they have been originally collected for. HCT Learning will ensure that its staff are fully trained in HCT Learning’s policies regarding data protection. In addition, it will ensure that all staff understand the terminology and requirements laid out under the Data Protection Act and that they understand their responsibilities in upholding these requirements (see pg6 – Definition of Data Protection Acts).

Data Protection Policy

In accordance with the Data Protection Act of 1998, and from the 25 May 2018, the EU General Data Protection Regulation 2016/679 (the GDPR) in relation to data protection, HCT Learning agrees to:

Obtain and process any collected and stored information fairly
Keep data only for one or more specified and lawful purposes
Use collected data only in ways which are compatible with the purposes for which the initial request was made
Keep collected and stored data safe and secure
Keep data accurate and up-to-date
Ensure that the data collected is adequate, relevant and not excessive
Retain data no longer than is necessary for the specified purpose or purposes
Give a copy of their personal data, the reason it is being held, and a list of who has access to it, to any individual, upon written request

With regards to MyHCT, all the information contained on the database is protected by the use of a secure log-in system. Access to personal protected information requires an extra password, so only users with permission can obtain the key information required. All data is securely stored in MySQL Database, and PHP Scripting Language is used in order to access, manage and process the data required. Our system has restricted, password protected access and meets global security encryption standards using a secure way of encrypting information.

Complaints from our Clients and Learners

HCT Learning believes in delivering learner focus programmes and welcome the opportunity to improve our services, delivery, resources and supports in order to provide the most fulfilling learner experience possible. As a result complaints are taken seriously and are the foundations in which we can continuously improve. HCT Learning will deal with complaints from their clients and learners professionally and swiftly. There are three ways in which complaints can be addressed. There is the Anonymous Complaint, Informal Complaint and the Formal complaint.

Anonymous Complaints

Learners are given the opportunity during the programme they are attending to provide us with anonymous comments regarding their learning experience through the mid and end feedback. The QQI Administrator is required to read and report on feedback received on each programme delivered, where any negative comments or grievances have been expressed on a programme, the Centre Director or training manager are required to be notified and where required investigated.

Informal Complaints

HCT Learning believe that for all concerned whenever possible to deal complaints on an informal bases using meetings, telephone calls and emails with the person making the compliant and other parties such as trainers, staff, other learners attending the programme, or in the case where it is in relation to physical factors i.e. equipment, venue. Depending on the nature of the complaint learners are asked to discuss their grievances with the tutor delivering the programme or with their programme coordinator who would have initially booked them onto the programme, with a view of resolving the issues. Informal complaints are documented and monitored and if required corrective measures will be put in place if a situation is identified as reoccurring.

Formal Complaints

Any learner on any programme which HCT Learning is engaging in the delivery of, can make a formal complaint. Formal complaints are taken seriously as it can reflect on the centre negatively. HCT Learning believe in taking where required full accountability for their learners grievances based on a service or treatment received and will ensure that where required corrective measures will be put in place in order to fit in with our mission, vision and ethos. HCT will always ensure that no complaint made will be used to disadvantage any person in the future.

The person making the complaint will be required to put their allegation or grievances in writing to the Training Manager or directly to the Centre Director within one week after the grievance has emerged. This can be done via letter or email
Acknowledgement of receipt of the complaint will be given 5 working days after complaint has been received
All complaints received by HCT Learning will be handled in confidence and without prejudice
Depending on the nature of the complaint HCT Learning will determine how to deal with the grievance most effectively
In the case where it involves a staff member HCT Learning will be required to seek external advice from Peninsula who oversee our HR policies and procedures
Where the complaint is based on the delivery of a programme HCT Learning may be required to be reviewed by the Academic Counsel or Committee of Subject Experts
HCT learning will investigate all complaints within 30 working days of receipt, however if the process takes longer, we will keep you updated every 20 working days
HCT will issue a clear and concise written response

If the learner is unhappy with the response they have received they do have the option to appeal the decision to the Centre Director within 10 working days, the Centre Director will review all findings and may need to meet with the learner or other parties involved to discuss the complaint. Depending on the complaint the Centre Director may need to seek external advice with the complainant's permission. The decision of the Centre Director will be communicated in writing after investigation has been completed and is final.