91´«Ã½

The College Customer Services Aims are:

• To always acknowledge and process complaints quickly and deal with them effectively
• To build successful long-term relationships with our customers
• To celebrate the success of all customers
• To frequently assess our customers needs to ensure they are being met and to indicate areas for development or change
• To identify our customer needs quickly and efficiently
• To provide our staff with access to up-to-date and accurate information about and for the customers
• To provide our staff with relevant training opportunities
• To regularly seek our customers views and use their feedback to improve our services
• To set standards that specify what our customers can expect from usÌý
• To support our customers to access other relevant and related services through contact with us

All our staff aim to offer a high standard of customer service and work to achieve the following customer focused targets:

• To build successful long-term relationships with our customers
• To identify our customer needs quickly and efficiently
• To support our customers to access other relevant and related services through contact with us
• To set standards that specify what our customer can expect from us and regularly publish our performance against these standards.
• To regularly seek our customers views and use their feedback to improve our services
• To frequently assess our customers’ needs to ensure they are being met and to indicate areas for development or change
• To provide our staff with relevant training opportunities
• To provide our staff with access to up to date and accurate informationÌý
• To always acknowledge and process complaints quickly and deal with them effectively
• To celebrate the success of all customers

If you would like to read more about these targets, our key service standards and what customers can do to help us ensure we meet their needs please download a copy ofÌýService Level Agreement for Generic Customer Service.

If you are a student wishing to apply for a Council Tax Exemption Certificate please complete the following documents:

The online form below. This form can be submitted electronically. If you are entitled to a certificate the document will be sent to the council tax office.

If you have any questions about filling in the form, please ringÌýÌýor emailÌý

Making A Suggestion

91´«Ã½ always aims to consult customers as much as possible about the services we provide.

The Customer Suggestion Scheme has been developed to enable our customers to influence the way the college operates in order to ensure their needs are met. Every one of our customers is encouraged to submit their ideas for improvement.

If you have a good idea which you would like us to consider, we want to hear from you! Your idea could be about any aspect of College life, for example it could be related to:

• ÌýCelebrating success
• ÌýHealth and Safety
• ÌýImproving customer services
• ÌýImproving the physical environment
• ÌýNew services we could offer
• ÌýWays we could save money or energy, and reduce waste
• Who Can Make A Suggestion?
• If you are involved with 91´«Ã½ in any way you can make a suggestion.

We are especially keen to hear ideas from:

• ÌýCommunity partners
• ÌýCouncil members
• ÌýCurrent students
• Ìý·¡³¾±è±ô´Ç²â±ð°ù²õ
• ÌýGroups or teams (please provide a contact name)
• Ìý±Ê²¹°ù±ð²Ô³Ù²õ
• ÌýThose thinking about becoming a student
• In fact, we want as many positive suggestions as we can get to help us provide all our customers with an excellent service every time.

How Can I Make A Suggestion?

To tell us about your suggestion, you can:

• ÌýCollect a paper form from any of our main Reception desks
• ÌýComplete our online form
• ÌýDownload a PDF to print out
• ÌýEmail your suggestion to our Admission & Enquiries Team Leader at.
• ÌýOnce we’ve received your suggestion, our Admission & Enquiries Team Leader will pursue it and let you know if we can implement it. We will always let you know what we’ve done with your suggestion.

Suggestions That Won’t Be Accepted

91´«Ã½ won’t deal with suggestions which are:

• ÌýAnonymous
• ÌýConsidered personal or aimed at an individual
• ÌýThought to be copied from someone else

91´«Ã½'s Customer Suggestion Scheme has been developed to enable our customers to influence the way the college operates in order to ensure their needs are met. Every one of our customers is encouraged to submit their ideas for improvement.

Fill in the form below to submit your suggestion to us. Once we’ve received your suggestion, our Admission & Enquiries Team Leader will pursue it and let you know if we can implement it. We will always let you know what we’ve done with your suggestion.

Making a Complaint

91´«Ã½ welcomes feedback from students, employers and members of the public about courses, services, facilities and other matters for which the College is responsible. All formal complaints will be fully investigated sensitively and our aim is to respond quickly, positively and to reach an outcome that is satisfactory and fair for all concerned. The information gained as a result of these investigations will be used in the pursuit of corrective action and / or continual improvement.

It is always our aim to manage issues and complaints in a way that is sensitive to the needs of individuals and groups, and supportive of the 91´«Ã½'s goal of providing an excellent customer service, every time. You can be assured that we will treat any complaint seriously and impartially.

There are a number of informal channels you can follow which we expect would usually lead to a resolution if you have an issue you wish to raise. This can be done by:

• A visit to Student Services
• Speaking to a tutor or member of staff who represents the department of the college about which you have an issue or concern
• Speaking with a Curriculum Leader
• Speaking with the Head of Area

Our Complaints policy dictates that should your complaint be staff / course related that you have already gone via the informal route above for any complaint.

You will be asked to outline the informal steps you have taken to resolve your complaint as part of the online formal complaint process so it is important that you follow informal channels first.

A complainant may find that the matter can be resolved at the informal stage. However, if that is not the case the complainant may then lodge a formal complaint by completing our online complaint form byÌý.

Should you require assistance to complete a complaint form digitallyÌýyou can contactÌýStudent Services or the Principalship office.

A full copy of our Complaints Policy byÌýclicking here.

**PLEASE NOTE: Select the document you refer to carefully - documents (1), (2) are for Higher Education learners, so can only be used if you are on a Higher Education course, detailed here. If you are not a Higher Education learner, please refer to documents (3).**"

Attachments

• Higher Level 4-5 Admissions Policy and Procedures
• Higher Education and Higher Level 4/5 Student Complaint – Code of Practice for Staff 2022-23
• 91´«Ã½ Complaints Policy 2024-26

Reporting Discrimination

91´«Ã½ are committed to creating an inclusive environment which is free from discrimination, and encourages and helps all who learn and work here to reach their full potential. We actively promote equal opportunities and celebrate diversity.

As a college, we will not accept any form of discrimination and we are committed to reporting, recording and acting on all such incidents sensitively and efficiently. We work closely with the police and other recognised groups to tackle discrimination.

We respond to incidents of discrimination differently from other complaints because the incident has taken place as a result of a person's race, religion, gender/gender identity, disability, sexual orientation or age; and not as a result of something that person has done. Incidents of discrimination and harassment in relation to a person’s race, disability or age are against the law.

91´«Ã½ will take action when anyone:

• Behaves inappropriately whilst on college premises or within the community as a representative of the college
• Treats individuals or groups less favourably because they appear to be different.
• Uses offensive language, or is responsible for offensive graffiti or pictures (this includes jokes and comments that may be seen as discriminatory)
• How to Report an Incident of Discrimination

It is important to report all incidents as soon as possible after they have taken place and there are a number of ways to do this:

• Download a PDF copy of the Discrimination Incident Reporting Form and print it out
• Send written details to the Customer Services Manager at Deane Road, Bolton BL3 5BG or e-mail customer.services@boltoncc.ac.uk
• Speak to any member of college staff who will help you complete a Discrimination Incident Reporting form

Attachments

A full copy of our Discrimination Policy & Procedure can be downloaded by clicking the button below.

• Discrimination Policy & Procedure
• Incident of Discrimination Form