Quality assurance (QA) in education and training is an ongoing process of evaluating
the quality of an education system, institution or programme. This involves assessing,
monitoring, maintaining and improving quality.

QQI, Quality and Qualifications Ireland, is an independent, State agency responsible for
promoting quality and accountability in education and training services in Ireland. It was
established in 2012.

Its mission is to:
• promote the enhancement of quality in Ireland’s further and higher education and training,
and quality assure providers;
• support and promote a qualifications system that benefits learners and other
stakeholders.

The Role of QQI

promote, maintain and develop the Irish National Framework of Qualifications (NFQ), a
10-level framework for the development, recognition and awarding of qualifications in
Ireland;
• approve programmes offered at a variety of schools, colleges and further and higher
education and training institutions. These programmes lead to qualifications (QQI awards)
listed in the NFQ, which are recognised internationally;
• regulate and promote the quality of programmes offered by schools and colleges leading to
qualifications in the NFQ for the benefit of learners, employers and other interested parties;
• ensure that providers* offering national qualifications provide a positive, high-quality
experience to international learners coming to study in Ireland. We will do this by authorising
the International Education Mark (IEM);
• provide academic advice on the recognition of foreign qualifications in Ireland through a
service called NARIC Ireland – the National Academic Recognition Information Centre. We
also provide advice on the recognition of Irish qualifications abroad;
• inform the public about quality assured education and training programmes and
qualifications through a database of programmes and a register of providers;
• advise the Minister for Education and Skills about national policy on quality assurance and
improvement in education and training;
• manage a national scheme for the quality assurance of English language services
(Accreditation and Coordination of English Language Services - ACELS).

Visit the QQI website here. 

QQI and Common Award System

In November 2012 QQI was established under the Qualifications and Quality Assurance Education and Training Act, to replace the 4 existing awarding bodies and quality assurance responsibilities in Ireland (FETAC, HETAC, NQAI AND IUQB). 

A new national awards system called the Common Award System has been introduced and by 2014 all QQI Awards will be part of this system. 

Under the Common Awards System (CAS) all QQI awards will have a common structure, and common characteristics and features such as title, level, volume, profile, assessment and grading. These common awards will be published on www.qqi.ie and available to all QQI registered Providers. Programmes leading to these common awards must be submitted from the Centre for validation and approved by QQI prior to delivery. 

Former awards, originally developed by NCVA, FÁS, Fáilte Ireland, Teagasc and BIM, are currently being migrated to the new format - the Common Awards System. As soon as this exercise is completed for each level, the former awards will be deactivated and will no longer be available as a basis for certification. 

In the Common Awards System, Providers may not offer programmes for certification unless the programmes have been validated by QQI. Validation is the process through which QQI determines that the programme developed by the Provider is fit for purpose; that it will give the profiled Learner the opportunity to meet the standards for the award(s), that it is appropriate to the Learner and that it fulfils the award requirements. 

Each major award under the common award system will be awarded a total set amount of credits and these credits will need to be accumulated through achieving a number of minor awards. 

The programme duration will be determined based on the credit value and its recommended length. These will be broken into two sections, directed and self directed hours. Directed hours are the hours directly spend delivering the programme to the participant either face to face or via direct online contact. Self directed hours are where the learner takes control of their learning, this could include work experience, research or reading subject related information. 

Participates will be able to import a limited amount of credits from a level lower or higher than the award they are working towards. The credit value system has been created in Ireland to become more in line with other European countries and to provide learners with more motility and recognition. 

National Framework of Qualifications (NFQ)

Levels

The National Framework of Qualifications (NFQ) is a system of ten levels. Each level is based on nationally agreed standards of knowledge, skill and competence i.e. what an individual is expected to know, understand and be able to do following successful completion of a process of learning. It recognises through the framework learning from the very initial stages to the most advanced stages and all such learning may be achieved in schools or colleges at work or in the home or community. They are called Accredited courses. 

Award-Class

As well as this 10 level structure, the NFQ includes different classes or categories of awards. These are different because they reflect a mix of standards of knowledge, skill and competence. This gives the learner the freedom to build their qualifications using accredited courses in ways that suit their needs. 

There are four classes of award-types:

• Major awards are the main class of award made at a level. You may have heard of some of these, for example the Leaving Certificate, the Advanced Certificate or the Honors Bachelor Degree. There are 16 major awards in the Framework, which can be seen in the ‘fan’ diagram.
• Minor awards provide recognition for learners who achieve a range of learning outcomes but not the specific combination of learning outcomes required for a major award. These awards allow learners to build up units of learning at their own pace to meet their own needs.
• Special-purpose awards are made for very specific purposes. An example of a special-purpose award is Driving - Heavy Goods Rigid.
• Supplemental awards are for learning which is additional to a previous award. They could, for example, relate to updating and refreshing knowledge or skills, or to continuing professional development.

QQI offers programmes at levels 1-6 and third level colleges and universities normally offer programmes at levels 7 to 10. 

The General Studies module is intended to:

• Provide breadth and balance in the curriculum
• Enhance personal development
• Complement the area of vocational study

The General Studies module may be chosen from the list of QQI Courses (NCVA) Level 5 modules, (provided that it is not an elective vocational module for that certificate) or from the list of locally devised modules developed by the programme provider and approved by the QQI Council. 

You need to be careful and know what award you are getting from a programme. i.e. is it a component certificate or is it a major award? You can generally judge by the number of contact hours. A minor award or component certificate can be completed in 30 or more contact hours. Whereas a major award will take you 240 or more contact hours to complete. However you can be sure if you enrol on a programme which has QQI accredited courses that the organisation delivering the programme has been through a rigorous quality assurance check and that the programme is monitored independently by QQI to ensure they achieve the highest standard. It is important to plan carefully what modules and what award you want to complete in order to maximise your investment and your time in getting your desired qualification. 

The European Qualifications Frameworks (EQF)

Ireland’s NFQ sits within a wider European context. Qualifications on Ireland’s NFQ can be easily compared to those of other European countries using the 8-level European Qualifications Framework (EQF). By doing this, learners can be assured that their education and training achievements can be recognised both at home and abroad. 

The European Higher Education Area (EHEA) aims to facilitate cooperation between
systems, institutions and individual staff and students throughout Europe.
Ireland’s NFQ is compatible with the Qualifications Framework (QF) for the EHEA. This
means that higher education and training qualifications from Ireland are consistent with the
EHEA bachelor, master and doctorate programmes.

Recognition of foreign qualifications in Ireland - NARIC. Hosted by QQI, NARIC Ireland provides free advice on the recognition of foreign qualifications in Ireland. The NARIC Ireland qualifications database has details of almost 900 qualifications from over 60 countries. The
information we provide is particularly useful to registrars, admissions officers, international officers and employers dealing with foreign applicants for education and training
programmes or employment opportunities in Ireland.

We offer advice online in the form of a Comparability Statement which places the foreign
qualification in the context of the Irish education and training system. To find out more about the NARIC Ireland service, click here.

Recognition of Irish qualifications abroad

If you wish to have your Irish qualification recognised abroad, you will need to contact the
following organisation(s):
• ENIC-NARIC (for higher education and training qualifications - for example, degrees at
level 7 and level 8 on the NFQ)
• National Reference Point (for further education and training, for example a FET certificate
at level 5 or an Advanced Certificate at level 6 on the NFQ)

You can also find useful information at Europass. This is a European initiative hosted by QQI which helps you to organise your documents to make your skills and qualifications clearly
and easily understood in Europe and further afield.

FRS Training / QQI QA System

In order to become a QQI Centre an application must be made to QQI. The application consists of 9 policies and 44 procedures, Each QQI centre will have the same 9 policies to follow, however each centre will have their own procedures. It is required for all persons working for FRS Training to be aware of our QQI policies and procedures. 

Please see list of Policies below: 

Communication Policy

It is the policy of FRS to ensure that suitable and effective Communication between Learners, Staff and Stakeholders is catered for. FRS will ensure that communication is effective so that stakeholders have access to relevant, accurate and up to date information. With effective communication, prospective and current Learners can make informed choices, staff can maximise their effectiveness and management can plan in a strategic manner. 

Communication Procedures:

• Communication with Learners
• Communication with Staff
• Communication with Other Stakeholders

Equality Policy

It is the policy of FRS to ensure that the highest standard of equality is practiced at all times in the area of employment and service provision and anti-harassment. In doing so, staff will be suitably trained in the area of equality and will be aware of issues relating to the topic. 
FRS will comply with legislation which prohibits discrimination under the following grounds: gender, marital status, age, sexual orientation, religious beliefs, disability, race and membership of the Traveller Community. 

Equality Procedures:

• Equality Training
• Equality Planning

Staff Recruitment and Development Policy

It is the policy of FRS to ensure that staff selected for the development and delivery of programmes and services are suitably qualified and that such staff have access to appropriate supports and further training when necessary. Hughes Consultancy and Training Limited has a systematic approach to the recruitment and further professional development of staff engaged in programme and service delivery. 

Staff Recruitment and Development Procedures:

• Staff Recruitment and Allocation
• Staff Induction
• Staff Development

Access, Transfer and Progression Policy

It is the policy of FRS with regard to access, transfer and progression to enable learners to:

• Make informed choices regarding programmes on offer
• Enter onto a programme with recognition of prior learning and without unnecessary barriers
• Successfully participate in a programme
• Transfer or progress to another programme offered by the provider or other provider leading to an award within the national framework of qualifications if they wish to.

Access, Transfer and Progression Procedures:

• Information Provisions
• Learner Entry Arrangements
• Recognition of Prior Learning
• Facilitating Diversity

Programme Development, Delivery and Review Policy

It is the policy of FRS incorporating its mission "to educate and advise accurately and honestly", to ensure that all members of staff involved in the development, delivery and review of programmes do so in a professional manner with a focus on fact based education of learners. In doing so, the needs of learners will be catered for in an honest and open manner. 

Programme Development, Delivery and Review Procedures:

• Need Identification
• Programme Design
• Programme Approval Pre Submission for Validation
• Programme Planning
• Programme Delivery
• Learner Records
• Provisions and Maintenance of Learning Facilities/ Resources
• Health and Safety

Fair and Consistent Assessment of Learner’s Policy

It is the policy of FRS to show commitment to carry out assessment so as to be:

• Consistent with its mission
• Valid for the purpose of QQI awards
• Understood by staff and learners
• Fair to learners, in terms of access and process
• Internally verified as fair and consistent
• Externally authenticated as consistent with national standards consistent with QQI assessment guidelines

Fair and Consistent Assessment of Learner’s Procedures:

• Coordinated Planning of Assessment
• Information to Learners
• Security of Assessment Related Processes and Materials
• Reasonable Accommodations
• Consistency of Marking between Assessors
• Assessment Performed by Third Parties
• Authentication Process
• Internal Verification
• External Authentication
• Feedback to Learners
• Learner Appeals
• Results Approval
• Corrective Action

Protection for Learner’s Policy

It is the policy of FRS to ensure appropriate arrangements are in place for the protection of all learners. FRS is subject to the terms of Section 43 of the Qualifications Act as it offers programmes of 3 months duration and has arrangements in place should a programme cease unexpectedly. 

Protection for Learner’s Procedure:

• Cessation of Programmes

For clarity FRS' commitment to PEL relates to any courses cancelled by FRS Training, and does not provide for learner cancellations or failure to attend. 

FRS Training, in accordance with Section 65 (4)(b) of the Act, is committed to refund to enrolled learners, or to the person who paid the moneys on behalf of the enrolled learner, the moneys most recently paid in respect of The Programme concerned for:

i. tuition fees,

ii. registration fees,

iii. examination fees,

iv. library fees,

v. student services fees, and,

vi. any other fees which relate to the provision of education, training and related services.

Sub-contracting/Procuring Programme Delivery Policy

FRS may sub contract programme delivery. 
It is the policy of FRS to ensure responsibilities are clearly established. We will retain responsibility for the quality of programmes and will ensure learners are aware of FRS’s ownership of and responsibility for programmes offered. 

Sub-contracting/Procuring Programme Delivery Procedures:

• Section of a Second Provider
• Contract Arrangements
• Reporting Arrangements
• Monitoring Arrangements

Self Evaluation of Programmes and Services Policy

It is the policy of FRS to show commitment to improvement through regular evaluation and assessment of programmes. 

Self Evaluation of Programmes and Services Procedures:

• Assignment of Responsibility
• Frequency
• Range
• Learner Involvement
• External Evaluator

Learner Information

In order for FRS Training to process your certificate they will require information from you this will include your FULL NAME as per birth Certificate or Passport, your correct PPS Number and your Date of Birth as it is a QQI Requirement we will also require you highest level of education and or your relevant work experience in order to gain acceptance onto the programme. 

FRS TRAINING will also ask for your address details and telephone number so we can submit certification to you. 

Please note furnishing FRS Training with false, misleading or incomplete information relating to my booking may cause denial of your learner’s course. 

Most of our programmes will run between 3 to 6 weeks, depending on the programme the deadline for assessments will be:

• Levels 3 – 5: Participants will have 4 weeks to complete their assessments
• Levels 6: Participants will have 6 weeks to complete their assessments

The Information Provided when booking a programmes will be used to sent certificate out, Please make sure we have the correct address as there could be a cost associated with Certification Re-issue. 

Please Note: if you are completing the booking form on behalf of other supervisors please communicate this information to use to avoid confusion. 

As this programme has been delivered to Adults, FRS Training do not make contact with learners or supervisors if assessments have not been received. It is the sole responsibility of learners to ensure assessments are received on time. 

Submitting your assignment

A receipt must be placed in front of your assignment and retuned directly to your tutor or FRS Training Assignments submitted after the agreed deadline will NOT be accepted by FRS Training for correction, except where the learner has followed the FRS Training policy on the Submission of Late Assignments. Assignments that are incomplete, falling apart or illegible will not be accepted for submission. Any additional paperwork handed up by participants must be signed, dated and numbered in the correct order. Participants must save and retain a copy of all submitted assignment work. Participants must post in assignments by registered post. Once FRS Training have received the assessment in their head office they will process it and send an email to the person that has booked or paid for the programme confirming they have received it. 
After certification, FRS Training will keep all assignments for a period of 1 year. Participants may wish to request their assessments to be returned to them and FRS Training are happy to oblige this request. Please note there is an administration and courier cost of €15 applied to this service. All assessments are securely destroyed 12 months after the certification date. In the case of plagiarism, assessments will not be returned to the participants. 

Participant Declaration

Participants will also need to sign the following declaration: 

"I declare that all of the work submitted for this assessment is my own and that no part of it has been copied from any source material unless referenced, including any group work undertaken. I also confirm that I have not given anyone my work to submit part or all of the assignment I understand that by doing this could also jeopardise my assessment as will be seen as taking part in plagiarism. 
I understand that if any part of the assignment submitted for this assessment is found to be plagiarized, certification will be withheld until an investigation has been carried out." 

Important Dates

Below is a list of Important Dates in 2013 as to when candidates will be entered onto the QQI System to receive certification, it is Participants responsibilty to familiarise themselves with these dates: 

Submission 1

• 12^th February - All authenticated results must be submitted and the declaration completed
• 16^th February - Final Statement of results available to centres to download
• 28^th February - Issue of certificates to all centres for February certification period

Submission 2

• 12^th April - All authenticated results must be submitted and the declaration completed
• 16^th April - Final Statement of results available to centres to download
• 30^th April - Issue of certificates to all centres for April certification period

Submission 3

• 12^th June - All authenticated results must be submitted and the declaration completed
• 15^th June - Final Statement of results available to centres to download
• 15^th July - Issue of certificates to all centres for June certification period

Submission 4

• 12^th August - All authenticated results must be submitted and the declaration completed
• 16^th August - Final Statement of results available to centres to download
• 31^th August - Issue of certificates to all centres for August certification period

Submission 5

• 12^th October - All authenticated results must be submitted and the declaration completed
• 16^th October - Final Statement of results available to centres to download
• 31^th October - Issue of certificates to all centres for October certification period

Submission 6

• 12^th December - All authenticated results must be submitted and the declaration completed
• 16^th December - Final Statement of results available to centres to download
• 3^rd January - Issue of certificates to all centres for December certification period

In order for FRS Training to Certify your Certification we are required to complete a rigours. 
Each centre must undergo the following assessment process when assessing awards for certification with QQI. 

Assessment Receipt

On arrive each assessment will independently be checked in by a FRS Training staff member that works closely with the Internal Verifier, there job is to ensure that we have received the assessment in full, log the date or receipt (ensuring it is within the time given time frame) check that learners have complete the assignment receipt declaration and send an email to the person that has booked or paid for the programme confirming they have received it. At this point marking sheet will be printed and when the date line has past the Internal Verifier will be notified. 

Assessment Marking by Assessor

Once all assessment has been received the internal verifier will contact a subject matter expert who has experience in the field to assess all the assessment in that sector for the whole submitting. Each assessor will be provided with a marking scheme that has been well developed and elaborated on the exciting assessment criteria, this is to ensure fair and constant assessment of learner work. Each learner will have their own independent making sheet and assessors will be required to complete a report on each completed group they have marked. 

Internal Verification

Each Centre must internally verify all the results and assignments. The internal verifier is nominated by the centre and is usually an employee of the centre. Their role is to ensure that all assignments are present and correct, marks are correctly added and that everything is in order for the visit of the External Authenticator. 

External Authenticator

Each Centre must appoint an External Authenticator to visit the centre and validate their results. QQI have established a panel of External Authenticators from which the centre must choose a suitable EA. The EA will visit the centre and assess a sample of the awards the centre is offering. They can adjust marks of the learner. Their role is to ensure the national standard is being maintained by the centre. 

Results Panel

The Centre must establish a results panel. This can consist of the centre manager and some subject experts and those familiar with QQI and its assessment processes. Their role is to review the internal verifier and external authenticator reports. Their final judgement stands. 
Once the centre has gone through the 3 stages above, they can then submit their results to QQI for certification. All of the above is done in line with QQI key dates. 

Results Letter Policy

FRS TRAINING will send out a letter of results to individual learners and to CE Scheme Supervisors/ Learner Representatives of results that have been externally authenticated by an External Authenticator. For each module/component in which the required standard has been achieved, a candidate gains credits or a Minor Award. Modules/components at Levels 1, 2 and 3 are classified as Successful where a learner has achieved all the outcomes required. Modules/components at Levels 4, 5 and 6 are graded as follows:

• Pass = 50% - 64%
• Merit = 65% - 79%
• Distinction = 80% - 100%

Reasonable Request of Accommodation

FRS Training will facilitate learners who may need extra support/resources. Reasonable accommodation could include various aids during the programme for a variety of reasons, including literacy issues, disability, or extensions on your assessment etc. 

Please Note: Extensions are only granted in exceptional circumstances and must be requested in advance and in writing. Valid excuses include bereavement, serious illness, an accident or other serious personal issues. Where possible these should be supported by documentary evidence. If you are experiencing problems you should inform FRS Training as soon as possible. 

Not Happy with your Result?

The FRS Training Appeals Process enables learners appeal:

• FRS Training assessment process, if there have been irregularities or inequality in its implementation
• The assessment result

Only approved results can be formally appealed by the learner. Consequently, the FRS Training Appeals Process is enabled when:

• All results have been approved through the results approval process
• Learners have been issued with the approved results flagging the opportunity to appeal
• A request for an appeal has been received within 14 days of the issue of approved/final results

A learner requests an appeal of results by completing the FRS Training Appeals Request Form and paying the appropriate administration fee, which is refunded if the appeal is successful. When an appeal request is received, FRS Training will review the assessment process for the specific learner concerned. This will include a review of the assessment result and a second marking of learner evidence where appropriate. The assessor who evaluates a learner appeal will not be the assessor who made the original assessment decision. It is noted that grades cannot drop as a consequence of an appeal. 

The only evidence which may be presented by the learner at appeal is that which has already been presented for assessment. New evidence may not be added by the learner for the appeal. 
FRS TRAINING is committed to notifying a learner of the outcome of an appeal within 5 working days. 

Outcome of an Appeal

• If there is no change in grade then the learner is so informed and the opportunity to appeal through the QQI national appeals process is flagged. There is no need to contact QQI as there is no change of grade.
• If there is a change in grade to other that a Distinction then the learner is so informed and the opportunity to appeal, if still not satisfied, through the QQI national appeals process is flagged. QQI will be informed of the change in grade and a request is made for an amended certificate.
• If there is a change in grade a Distinction then the learner is informed of this outcome. QQI will be informed of the change in grade and a request is made for an amended certificate.

Results cannot be given out until external authentication has taken place. Learners then have two weeks to appeal these results.

To discuss or submit a request for appeal contact us at info@frstraining.com citing 'Appeal' in the subject line.

FRS Training gather learner information for booking and certification purposes. You can find details of our privacy policy here. 

How do I know what level to do?

Learner Profile – Level 3

This programme is open to mature and young adult leavers who have either an interest in, or are working in a related role, and wishes to achieve a relevant certificate , or feel they would benefit from developing basic skills in this sector. There are no minimum entry requirements. Applicants will have the opportunity to advise of any special learning requirements on application/registration. It is expected that participants will have a reasonable level of literacy, numeracy and interpersonal skills, and come from a wide range of social and cultural backgrounds. Participants will be expected to engage in some independent learning/practical work outside the formal learning structure of the course. Generally learners engaging in this programme are ready to take on a new task in a personal capacity or role. Learners can follow straightforward instruction/direction and are moving towards independent learning in a small range of areas of interest. They can also read basic short text non-supported and can make sense of information and familiar and unfamiliar tasks can be carried out in familiar and unfamiliar settings. 

Learner Profile – Level 4

This programme is open to mature and young adult leavers who have either an interest in, or are working in a related role, and wishes to achieve a relevant certificate, or are working in a related area. There are no minimum entry requirements. Applicants will have the opportunity to advise of any special learning requirements on application/registration. It is expected that participants will have a reasonable level of literacy, numeracy and interpersonal skills, and come from a wide range of social and cultural backgrounds. Participants will be expected to engage in some independent learning/practical work outside the formal learning structure of the course. Generally leaner’s entering this programme will be comfortable reading, drafting, preparing and understanding personally relevant information, including quantities information. Learners are capable of solving problems independently or as part of a group. 

Learner Profile – Level 5

This programme is open to both mature and young adults/school leavers who have either an interest in or are working towards achieving certification in the chosen area, or are currently working in this area. Participants applying for this award should hold a level 4 and/or leaving certificate and/or have relevant life and work experience. Applicants will have the opportunity to advice of any special learning requirements on application/registration. It is expected that participants will have a reasonable level of literacy, numeracy and interpersonal skills, and come from a wide range of social and cultural backgrounds. Participants will be expected to engage in some independent learning/practical work outside the formal learning structure of the course. Generally learner’s engaging in this programme will be proficient at reading, drafting, preparing and understanding information across a broad range of topics, including quantitative information. Learners may also solve predictable problems well, independently and as part of a familiar and less familiar group and participate well in a chosen area of expertise using a range of tools and procedures, responsibly and autonomously. 

Learner Profile – Level 6

This programme is open to mature and young adult learners who have either an interest in this area, or are working in a related role, and wish to achieve a relevant certificate. Entry requirements are a relevant Level 5 qualification and/or relevant life experience. Applicants will have the opportunity to advice of any special learning requirements on application/registration. It is expected that participants will have a reasonable level of literacy, numeracy and interpersonal skills, and come from a wide range of social and cultural backgrounds. Participants will be expected to engage in some independent learning/practical work outside the formal learning structure of the course. Generally leaner’s entering this programme can fluently read, draft, prepare and understand complex information, including quantities information, that is personally relevant and reflecting a broad knowledge base. Learners can also solve problems well, independently and as part of a range of different groups, accepting personal responsibility for the quality of the outcome. 

Each training provider is responsible for putting systems in place to assure and improve the quality of the education and training programmes they offer. There are common approaches, principles and guidelines that providers can use when developing their quality assurance systems, but every provider must come up with a system that best suits their resources and their learners’ needs.

Quality Assurance systems have evolved over the last number of years. It is the responsibility of FRS Training and other training providers to provide a transparent, robust and consistent quality process for learners. 

Reengagement is the process of reestablishing quality assurance procedures between QQI and QQI training providers. It will ensure quality processes at institutional levels as well as regular reporting systems. The Reengagement process also promotes continuous improvement and high quality QA expectations on an ongoing basis.

FRS Training is well underway in this process and looks forward to continued partnerships with QQI and other certifying bodies.

General Data Protection Regulation ( GDPR)

Purpose of this policy

FRS Training take the protection of your data seriously and we want you our clients and contacts to feel confident that we are keeping your data secure and that we handle it and process it in accordance with the European General Data Protection Regulation.  This policy provides information on how and why we collect, store, use and share personal data, your rights in relation to your personal data, how to contact us if you would like to report a concern about the way in which we process your data.

What personal data do we collect?

We may collect and process the following personal data:

Information you provide to us if you:

• complete a form on our Website
• correspond with us by phone, e-mail, or in writing
• report a problem
• sign up to receive communication
• enter into a contract with us to receive products and/or services,

We may collect your name, e-mail address, postal address, telephone number, date of birth and photographic evidence. CCTV data that is operational on site.

Information we collect about you

If you visit our Website, we may automatically collect the following information:

• technical  information, including the internet protocol (IP) address used to connect  your computer to the Internet, browser type, time zone setting, browser plug-in types and versions, operating system and platform
• information  about your visit to our Website such as the services you searched for and viewed, page response times, download errors, length of visits to certain pages, page interaction information (such as scrolling, clicks, and mouse-overs), and methods used to browse away from the page.

Information we receive from other sources

If you are a learner who previously completed a course with an awarding body we may receive information about you from that awarding body.

How do we use your personal data?

When we ask you to supply us with personal data we will make it clear whether the personal data we are asking for must be supplied so that we can provide the services to you, or whether the supply of any personal data we ask for is optional.  We use your data

• to provide the services to you
• to communicate with you in relation to the provision of services
• to provide you with administrative support and respond to issues
• to provide you with information about our events, offers and promotions, related to the services that may be of interest to you.

We use your data, where this is necessary, for purposes which are in FRS Training legitimate interests.  These interests are:

• to communicate with you in relation to any issues or complaints
• to improve the quality of experience when you interact with our services Including testing the performance and customer experience of our website / learning management system.
• to perform analytics on sales/marketing data, determining the effectiveness of promotional campaign

NOTE: you have the right to object to the processing of your personal data on the basis of legitimate interests

We use your data where you have given your express consent to receive marketing communications, we may use your personal data to:

• send you information about our events, offers, and promotions, related to services offered which may be of interest to you
• develop, improve, and deliver marketing and advertising for services offered

Who do we share your personal data with?

We share your personal data with awarding bodies so that assessment can be quality assured and certification issued. We take all reasonable steps to ensure that staff protect your personal data and are aware of their information security obligations.  We limit access to your personal data to those who have a genuine business need to know it.

We may also share your personal data with trusted third parties including:

• legal and other professional advisers and consultants
• analytics and search engine providers that assist us in the improvement and optimisation of our Website.

We will ensure there is a contract in place with the categories of recipients listed above which include obligations in relation to the confidentiality, security, and lawful processing of any personal data shared with them.

We will share personal data with law enforcement or other authorities if required by applicable law. 

How long will you keep your personal data?

Where there is a contract we will retain your personal data for the duration of the contract, and for a period of three years following its termination or expiry, to ensure we are able to comply with any contractual, audit and regulatory requirements.

Where you have consented to marketing communications, you may change your preferences or unsubscribe from marketing communications at any time by clicking the unsubscribe link in an email from us.

Where do we store your personal data and how is it protected?

We take reasonable steps to protect your personal data from loss or destruction.  We also have procedures in place to deal with any suspected data security breach. We will notify you and the applicable regulator of a suspected data security breach where we are legally required to do so.

Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your personal data transmitted to our Website; any transmission is at your own risk. Once we have received your personal data, we will use strict procedures and security features to try to prevent unauthorised access.

Rights Under the GDPR.

You have various rights with respect to our use of your personal data:

Right to Access

You have the right to request a copy of the personal data that we hold about you by contacting us at the email or postal address given below.

 Right to rectification

We aim to keep your personal data accurate and complete.  We encourage you to contact us using the contact details provided below to let us know if any of your personal data is not accurate or changes, so that we can keep your personal data up-to-date.

Right to erasure

You have the right to request the deletion of your personal data where the personal data is no longer necessary for the purposes for which it was collected, where you withdraw your consent to processing, where there is no overriding legitimate interest for us to continue to process your personal data.

Right to object

In certain circumstances, you have the right to object to the processing of your personal data where, for example, if your data is being processed for direct marketing purposes.  If you would like to object to the pressing of your personal data, please contact us using the contact details provided below.

Right to restrict processing

In certain circumstances, you have the right to request that we restrict the further processing of your personal data.  This right arises where, for example, you have contested the accuracy of the personal data we hold about you and we are verifying the information, or the processing is unlawful and you elect that processing is restricted rather than deleted.

Right to data portability

In certain circumstances, you have the right to request that some of your personal data is provided to you, or to another data controller, in a commonly used, machine-readable format.  This right arises where you have provided your personal data to us, the processing is based on consent or the performance of a contract, and processing is carried out by automated means. If you would like to request that your personal data is ported to you, please contact us using the contact details provided below.

Please note that the GDPR sets out exceptions to these rights.  If we are unable to comply with your request due to an exception we will explain this to you in our response.

Contact / Complaints

If you have any queries about this Policy, the way in which FRS Training processes personal data, or about exercising any of your rights, or if you believe that your data protection rights may have been breached please send an email to:  info@frstraining.com

INTRODUCTION

Compliments or complaints may be made about any aspect of the service provided by FRS Training. Occasionally, candidates/trainees may wish to complain to FRS Training about the service they have received.

If, in the view of FRS Training, the complaint is purely an internal matter, the correspondence will be copied to the relevant parties for comment and the action taken to resolve the matter. Where the complaint relates to the quality of training, the assessment process, or any other matter, the complaint will be reported and investigated in full By FRS Training. The outcome will be communicated to the individual within 10 working days of receiving the formal complaint via letter or email

A log of all compliments and complaints is maintained to make sure that appropriate action is taken. The log is monitored to identify shortcomings in our service to customers and areas where we are clearly doing well. FRS Training may require additional action to be taken, especially if any particular trends are identified.

COMPLIMENTS PROCEDURE

If you wish to formally compliment FRS Training on any aspect of its product or service including that received by individual members of staff please contact FRS Training in writing via email. All compliments will be recorded.

COMPLAINTS PROCEDURE

A complaint will be logged as such if:

• the customer is clearly stating either verbally or in writing that they want to make a complaint OR

• the customer is unhappy that a member of staff is unable to resolve an enquiry to their satisfaction and the member of staff asks the customer if they wish to make a formal complaint

Complaints made in writing must be sent to FRS Training, Derryvale, Roscrea Co Tipperary or emailed as a complaint to info@frstraining.com.

FRS Training will make every effort to resolve any complaint quickly and will make at least an initial response within 5 working days. A written response will be given to all written complaints (letter or email) within a maximum of 10 working days from the receipt of the complaint.

The relevant parties will be contacted to give an account of the matters that are the subject of the complaint. In cases where a complaint cannot be resolved to the satisfaction of all parties concerned, The Relevant awarding body will be notified and the final decision may rest with the Awarding Body QA committee.

There is no fee for submitting a complaint.

If, at any point, any of the parties involved wish to place the matter in the hands of their solicitors, FRS Training will make no further attempt to resolve the issue and will wait for legal action to take its course. This does not, of course, prevent any of the parties seeking legal advice.

If a complaint is upheld, consideration will be given as to whether the issue has impacted on other learners and whether action needs to be taken.

FRS Training has created an internal system of quality assurance that’s purpose is to oversee and ensure the quality of education and training services provided to learners. This internal system of quality assurance is outlined in the FRST Quality Assurance Manual. The FRST Quality Assurance Manual was developed using the QQI Quality Assurance System framework that is based on the 11 core sections of QQI’s Core Statutory Quality Assurance Guidelines.

FRS Training QA Manual.

FRS Training is committed to self-evaluation and quality review in line with each of its accrediting bodies requirements. Please see our completed Quality Review reports .

FRS Training QQI Report:

FRS Training PHECC Report: