Review draft. This document has not been approved. Highlighted business decisions require completion before it can become active.
Draft for owner approval. Not yet an approved policy.
Policy owner: [[LEGAL_ENTITY_AND_ADDRESS]]
Contact: [[SUPPORT_CONTACT]]
Effective date: [[EFFECTIVE_DATE]]
Contact and information
Use the support contact above for access problems, purchases, learning feedback, assessment appeals, certificate corrections or accessibility barriers. Include your account email and relevant course, assessment, certificate or order reference. Never send passwords, card details or unnecessary sensitive records. Privacy requests use the privacy contact.
## Handling a concern
Acknowledge the request, record its category and review relevant evidence. Explain any information needed, provide a reasoned outcome and identify available next steps. Where the original marker's decision is challenged, designate a suitable reviewer and explain any limitations; do not imply an independent appeals team exists if it does not.
Acknowledgement, resolution targets, assessment-appeal submission window and escalation contact: [[COMPLAINTS_TIMELINES_AND_ESCALATION]]. Any delay should be communicated with an updated estimate. Proposed service targets must be resourced before approval.
## Grades and certificates
Review the saved submission, rubric, rules and attempt history. Overrides require a recorded reason; previous decisions remain auditable. A pending assignment remains incomplete for certification until its review is resolved. Name corrections require administrator approval; reissued certificates supersede the earlier record rather than overwriting it.
## Accessibility and reasonable support
The Academy aims for readable, keyboard-usable and responsive learning pages. Report the page, device and barrier; offer an accessible explanation or alternative where reasonably available. Do not claim a formal accessibility certification or universal compliance without an audit. Agreed adjustments must preserve assessment objectives and be recorded appropriately.
Available support hours, accommodation process and alternative contact channel: [[ACCESSIBILITY_AND_SUPPORT_ARRANGEMENTS]]. Workshops or individual coaching are not automatically included in school access.
## External routes
This process does not remove applicable rights to approach relevant consumer or data-protection authorities or pursue lawful remedies. Keep communications respectful and limit personal information to what is needed to resolve the issue.