Africa Dynamic Development Group (ADG) Complaints and Appeals Policy
Effective Date: 4 November 2025
1. Purpose
Africa Dynamic Development Group (ADG) is committed to providing a high-quality, fair, and transparent service. We value all feedback and view complaints and appeals as an opportunity to improve our processes and services. This policy outlines the formal procedure for lodging and resolving complaints and appeals to ensure they are handled efficiently, impartially, and consistently.
2. Scope
This policy applies to all current and past learners, clients, and other stakeholders of Africa Dynamic Development Group (Pty) Ltd. It covers all aspects of our services, including training delivery, assessment, facilitation, and administrative processes.
3. Definitions
- Complaint: An expression of dissatisfaction or concern with any aspect of our service, excluding the outcome of a formal assessment. Examples include concerns about a facilitator, training materials, or administrative errors.
- Appeal: A formal request by a learner to review the outcome of their assessment. An appeal is based on the belief that the assessment was unfair, invalid, or not conducted in accordance with the required policies and procedures.
4. Our Complaints and Appeals Process
We have a two-stage process designed to resolve issues fairly and promptly. All complaints and appeals must be submitted in writing (via email) to ensure a clear and auditable record.
Stage 1: Initial Review and Resolution
- Lodging the Complaint/Appeal:
The complainant must submit their complaint or appeal in writing to the Managing Director, Frans de Beer, at Frans.debeer@adss.co.za.
The submission must be made within 5 working days of the incident occurring or the assessment result being communicated.
The submission should clearly state the nature of the complaint or appeal, provide all relevant details, and include any supporting evidence. - Acknowledgement:
ADG will send an acknowledgement of receipt within 2 working days. - Investigation:
The complaint/appeal will be formally assigned to the Training Manager, Ilse van Niekerk, to conduct an initial investigation.
The Training Manager will gather all relevant information, interview relevant parties if necessary, and review the evidence. - Resolution:
The Training Manager will provide a formal written response with their decision and any proposed actions within 10 working days of receiving the complaint/appeal.
Stage 2: Final Review
If the complainant is not satisfied with the outcome from Stage 1, they have the right to escalate the matter for a final review.
- Escalation Request:
The complainant must submit a written request for escalation to the Managing Director, Frans de Beer, at Frans.debeer@adss.co.za within 5 working days of receiving the Stage 1 outcome.
This request must clearly state why the Stage 1 outcome is deemed unsatisfactory. - Final Review:
The Managing Director will conduct a final and impartial review of the entire case. This may involve a re-examination of the evidence and the process followed.
The Managing Director’s decision will be final and binding. - Final Response:
The Managing Director will provide a final written response to the complainant within 15 working days of receiving the escalation request.
5. Possible Outcomes of an Appeal
If an appeal against an assessment decision is successful, one or more of the following actions may be taken:
- A review of the original evidence by a different registered assessor at no cost to the learner.
- In special circumstances, a re-assessment may be offered. This re-assessment will be conducted at the learner’s cost.
- The original assessment decision may be overturned if clear evidence of procedural unfairness or error is found.
6. Documentation and Confidentiality
- All complaints and appeals are recorded and tracked in a central Complaints and Appeals Register. This register is maintained by the Training Manager.
- All information and documentation related to a complaint or appeal will be treated with the strictest confidentiality and will only be shared with individuals directly involved in the investigation and resolution process.
- All records will be securely stored in accordance with our data retention policies.
7. No Retaliation
ADG guarantees that any learner or client who lodges a complaint or appeal in good faith will not be subjected to any form of retaliation or disadvantage.
8. Contact Information
If you have any questions about this policy or need to lodge a formal complaint or appeal, please contact:
Frans de Beer
Managing Director
Africa Dynamic Development Group (Pty) Ltd
Email: Frans.debeer@adss.co.za
National Call Centre: +27 (0)87 550 1007