A. Learner records are sufficient, accurately maintained and up to date.

Records should include, amongst other information, details of all payments received and/or refunds made, details of any special agreements on learning outcomes between the provider and the learner, and information on student progress such as records of all tutor-marked assignments. Records should be maintained in a secure place, for as long as they are likely to be needed.

B. Learners’ concerns about the confidentiality of their records are respected.

C. Appropriate administrative and academic advice and guidance is available to all learners.

D. The provider has adequate procedures to handle any difficulties which may arise between the learner and the provider, and learners are made fully aware of all the avenues open to them to resolve those difficulties.

For example, if difficulties arise between a learner and a tutor, and an alternative tutor is available, this alternative is offered to the learner. Similarly, wherever possible, a learner has more than one point of access with the provider (for example through a tutor, or through an admissions officer or the principal), so that difficulties between particular individuals, should they arise, do not impede the learning process. In cases of serious difficulty, if no alternative is available, ODL QC can act as an access point.

E. Career counselling and placement services, if offered, does not make exaggerated claims.

F. The provider can show, through sample checks, questionnaires or other means, that:

1. a high proportion of learners are satisfied with the training or educational service provided.
2. appropriate retention and completion rates are achieved.