COMPLAINTS AND REPORTS
COMPLAINTS AND REPORTS
OpenCom takes the complaints and reports of all those who interact with the organization seriously.
In the event of legitimate complaints, OpenCom is committed to maintaining an effective complaint handling procedure.
COMPLAINTS HANDLING PROCEDURE
The Complaints Handling Procedure is designed to ensure that all complaints are properly investigated and given careful and fair consideration.
The Complaints Handling Procedure can be used by anyone who interacts with OpenCom.
WHO CAN SUBMIT A COMPLAINT
Anyone who receives, requests, or is directly affected by our services can submit a complaint to OpenCom. This also includes a third party representing the person who is dissatisfied with OpenCom’s service (e.g., a relative, friend, lawyer, or consultant). In this case, the representative must submit a duly completed and signed power of attorney form from the person making the complaint.
LODGING A COMPLAINT
The Complaints Process involves two phases, described below:
- PHASE 1 – FRONTAL RESOLUTION
- PHASE 2 – COMPLAINT INVESTIGATION
HOW TO LODGE A COMPLAINT
When lodging a complaint, please communicate it as follows:
- First and Last Name
- Contact Details
- Scope of the Complaint
- What went wrong (description)
- What result are you seeking (description)
COMPLAINTS DEADLINES
A complaint must normally be submitted within 6 months of the event that is the subject of the complaint, or in any case, from when the reason for the complaint arises.
If you believe that the deadline does not apply to your complaint, please provide the reason in writing when submitting the complaint.
Your complaint must be submitted:
- within 6 months of the event that is the subject of the complaint, or in any case, from when the reason for the complaint arises.
- within 2 months of receiving the response from PHASE 1.
PHASE 1 – FRONTAL RESOLUTION
If you are considering filing a complaint with OpenCom, we recommend first seeking discussion with those directly involved. General complaints can be resolved more quickly and effectively by those at OpenCom who have a direct influence on the situation.
We always strive to respond quickly to complaints, where possible, even when the complaint is first reported. This means that, depending on the specific case, an apology or explanation may be provided on the spot if something objectively went wrong, or immediate action may be taken to resolve the issue.
In Phase 1, a response to the complaint will be provided within 5 business days, in the absence of exceptional circumstances.
If you are not satisfied with the response, you can submit your complaint to Phase 2 “COMPLAINST INVESTIGATION” by emailing complaints@opencom-italy.org.
Phase 2 – COMPLAINT INVESTIGATION
Phase 2 covers two types of complaints:
- Complaints from those who are dissatisfied with the outcome of Phase 1.
- More complex complaints that require a thorough investigation.
Phase 2 Process:
- We will confirm receipt of the complaint within 3 business days.
- We will confirm that we have understood the complaint and have initiated the investigation.
- We will attempt to resolve your complaint if possible (in some cases, we may suggest an alternative approach to resolving the complaint, such as mediation).
- If the complaint cannot be resolved, a full response will be provided, typically within 20 business days.
If the investigation takes more than 20 business days, you will be informed of the timeframe and process.
CANCELLATIONS AND REFUND POLICY
PRINCE2® In-person and synchronous online courses
REGISTRATION
Course registration is complete upon OpenCom’s receipt of the duly completed online registration form, along with the registration fee, using the indicated payment methods (online or bank transfer).
Once the registration fee has been credited:
OpenCom will issue the credentials to attend the course.
PeopleCert will send an email with the voucher for the final certification exam.
The exam can be taken no later than six months from the date the credentials are issued.
RIGHT OF WITHDRAWAL AND REFUND
You may withdraw by sending OpenCom an email to complaints@opencom-italy.org no later than fifteen calendar days before the course start date.
If the withdrawal notice is sent later and reaches OpenCom no later than three business days before the course start date, you will be entitled to a partial refund of 50% of the fee paid.
If OpenCom receives the notification after the above deadline (or the participant fails to attend the course), no refund will be given.
The participant may request to attend the next edition of the course within the following 12 months.
After the 12-month period, the right to participate in another course will expire without the right to a refund.
No refunds will be provided for withdrawals after the course has begun, except in exceptional cases due to serious, documentable impediments, which will be assessed individually by OpenCom in accordance with the Consumer Code regarding the exception to the right of withdrawal pursuant to Art. 59, paragraph 1, letter o) of Legislative Decree no. 206 of 6 September 2005, as amended.
If registration is carried out by third-party entities on behalf of their employees/collaborators, a participant may be replaced by providing OpenCom with the new participant’s details, in any case before the course begins.
PROGRAM CHANGES
OpenCom reserves the right to cancel or postpone the course at its sole discretion, notifying interested parties via email at least three days before the start date. In this case, registration fees will be fully refunded, waiving any further obligations or charges on OpenCom’s part.
OpenCom also reserves the right to change the dates, class times, and programs, without altering the content, as well as to replace instructors and speakers due to unforeseen circumstances.
In the event of a change to the class schedule, registered participants who are no longer able to attend the course may withdraw from the course by emailing complaints@opencom-italy.org before the scheduled start date. They will be entitled to a full refund of the fee paid, waiving any further obligations or charges on OpenCom’s part.
For further information, please email complaints@opencom-italy.org.
PRINCE2® Asynchronous online courses
REGISTRATION
Registration for the course is finalized upon OpenCom’s receipt of the duly completed online registration form, along with the registration fee, using the indicated payment methods (online or bank transfer).
Once the registration fee has been credited:
- OpenCom will issue the authentication credentials (username and password) to attend the course.
- PeopleCert will send an email with the voucher to take the final exam for certification.
Access to the course and exam are available for a period of 6 months from the date the credentials are issued.
RIGHT OF WITHDRAWAL AND REFUND
You may withdraw within 7 days of registration and the registration fee being credited, using the indicated payment methods (online or bank transfer), before receiving your login credentials, by sending an email to complaints@opencom-italy.org. OpenCom will refund the full amount paid.
Except for the aforementioned case, it will not be possible to cancel the e-learning course registration, except in exceptional cases due to serious, documentable impediments, which will be assessed individually by OpenCom, pursuant to the Consumer Code regarding the exception to the right of withdrawal pursuant to Art. 59, paragraph 1, letter o) of Legislative Decree no. 206 of 6 September 2005, as amended.
By purchasing the e-learning course, the Customer-Consumer, as defined by the aforementioned code, consents to the provision of digital learning content via a non-material medium, expressly agreeing and acknowledging that this circumstance precludes any right of withdrawal.
The Customer-Consumer also agrees to forfeit their right of withdrawal from this service, as it is made fully accessible and usable by the user through the electronic submission of authentication credentials (username and password).
Other than the above, no other refunds are permitted.
For further information, please email complaints@opencom-italy.org.
