Policy Objective:
This policy provides a structured process for students to request adjustments when unexpected circumstances beyond their control significantly impact their ability to continue or complete their course. It ensures fair handling of requests while maintaining student confidentiality.
Scope:
This policy is applicable to all Learning People students who experience substantial disruptions due to unforeseen personal circumstances and seek support to continue their studies.
1 | Definition
Change of Circumstances Form: Additional information or supporting documentation may be required to accurately assess your situation, ensuring a fair and appropriate resolution.
StudentCare Consultant (SCC): Your main point of contact throughout your study programme, starting from your first check-in with StudentCare.
2 | Privacy Statement
Information Sharing: The details provided in your claim will generally be shared only with individuals directly involved in assessing your request.
Data Retention: Information within the change of circumstance request will be retained in accordance with Learning People’s data retention schedule. Anonymised data may be kept for longer to improve processes and training.
Safety Concerns: If your submission indicates potential safety risks to yourself or others within the Learning People community, the information may be shared as necessary to address those concerns.
3 | Eligibility
This policy applies to students whose ability to study has been significantly impacted by unforeseen circumstances beyond their control. Requests must be submitted during the enrolment period. Requests received after this period will not be considered.
Financial Difficulties: For changes in circumstances due to financial hardship, please contact your finance provider to discuss available options.
Engagement and Communication: We are more inclined to provide additional support to students who have demonstrated high levels of engagement and promptly communicated any challenges as they arose.
4 | Procedure
Management: The Customer Resolution Advisor handles the change of circumstances process on behalf of Learning People.
Proactive Support: We aim to assist students in continuing their studies and achieving their original career goals wherever possible.
Documentation: You may be asked to provide further details or supporting documents to ensure we understand your situation fully and apply a fair and consistent resolution.
5 | Submitting a Request
Initial Notification: Contact your StudentCare Consultant (SCC) as soon as you become aware of a change in your circumstances. They may be able to offer immediate guidance and solutions.
Referral to Customer Resolution Advisor: In sensitive cases, your SCC may refer your case to the Customer Resolution Advisor. You will need to complete a Change of Circumstances Form, which should be returned within 30 days. Without timely submission or communication regarding delays, your request may be considered closed.
Form Completion Assistance: If you need help filling out the form, your SCC is available to support you.
Review Process: Once received, the Customer Resolution Advisor will review the form and where needed will reach out to clarify any points they may be unclear on.
Consideration and Resolution: We strive to support students in overcoming their challenges with sensitivity and understanding and aim to supply an outcome within 30 days of your request being received. However, aggressive or abusive behaviour towards staff will not be tolerated and may affect the consideration of your request.
6 | Key Points to Note
- Requests must be submitted within the enrolment period.
- Incomplete forms will not be processed.
- Section C of the form requires completion by a medical or health professional.
- Requests will be closed if no response is received within 30 days after the form is supplied.
- If paying via an instalment plan, all payments must be up to date.
- For any questions or assistance, contact your SCC. Our team is dedicated to supporting your success and understanding the impact of unforeseen circumstances on your studies.
7 | Compliance
Compliance Monitoring: The Customer Resolution Advisor will ensure all requests are managed in accordance with this policy, maintaining student privacy.
Reporting Non-Compliance: Any non-compliance should be reported to the Head of StudentCare. Reports will be investigated, and appropriate actions will be taken.
Data Protection: All personal data will be handled following relevant data protection laws and Learning People’s data protection policies.
By adhering to this policy, Learning People commits to providing fair and reasonable support to students facing significant personal challenges, ensuring they can continue and complete their study programs successfully.
Last date updated: June 2024
Policy owner: Learning People