Purpose and Context
Caring is one of our core values at ICA; we care about our students’ experience - what they think, how they felt, what they learnt. WE actively seek to identify gaps in our curriculum, delivery and customer service. Positive comments are always welcome and a wonderful acknowledgement. Critical feedback gives us an opportunity to review our performance and to improve.
Feedback - The reporting of an issue, situation, action or decision within the ICA learning and community space, that a student or graduate deems to be unsatisfactory and would like ICA to consider for future planning and/or improvement. Or, that is satisfactory and they would like to share that satisfaction to validate or compliment a person, process or outcome.
Complaint - The reporting of an issue, situation, action or decision within the ICA learning and community space, that a student or graduate deems to be unsatisfactory and would like reviewed, with the goal of resolution.
Policy and Procedure
We encourage Students and Graduates to share their experiences and thoughts at anytime throughout the program. A name and email address must be provided to authenticate the submission, but you will not be personally contacted or your identity disclosed (without your explicit permission). Each submission will be referred to the Director of Training for consideration, and then also shared with the ICA leadership team in the form of anonymous trend data.
Submit via the feedback form
Participants have the right to file a grievance regarding any aspect of our program content or delivery. This could include curriculum content, delivery methods, or instructor/faculty behavior.
However, unlike general feedback which can be shared without identity disclosure, complaints must include the complainant's name, email, program, and contact number. Information may be shared for the purpose of resolution, but this will be done respectfully, with consideration and transparency.
Students and Graduates are encouraged to raise the issue directly with the person/person's concerned, or the area and decision maker responsible. This gives both parties the opportunity to openly discuss the issue, with the objective of resolution.
Submit the issue
If the student or graduate does not feel comfortable raising the issue with those concerned, then they are able to submit their complaint formally via this form.
The following action will be taken:
The complaint will be referred to ICA's Training Director who will investigate the issue with objectivity, considering the impact and cause of the issue. They will write to the student/graduate with a proposed resolution within 7 days
If the student/graduate is not satisfied a one on one appointment will be set up where the issue can be discussed in further detail. The aim being resolution for both the student and ICA. Outcomes might include:
- a change in ICA policy, process or approach
- a change in the student or graduates participation requirements
- disciplinary action against a student, graduate or ICA team member
If a student/graduate does not feel the issue is resolved, a written request for an appeal can be sent to the Director of International Coach Academy for review. This appeal should include the original complaint and reason(s) the participant is unsatisfied with the resolution attempt(s). Appeals are reviewed and a written response will be provided to the participant within 14 days. All appeal decisions are final.