§1 GENERAL PROVISIONS    

The following procedure constitutes the regulations for providing training and consulting services and aims to support the quality of educational services by protecting the rights of both the client and the consulting and training company.

 

§2 ORGANIZER

1.    PROGRESS PARTNER Sp. z o.o., Ossowska 16D/2, 05-220 Zielonka

2.    The above address also serves as the company’s correspondence address.

3.   The email address for electronic submissions is: kontakt@danielkowalski.pl

4.    he company organizes both open and closed services, performing training and consulting services with due diligence in the scope and timeframes described in the presented and accepted offer.

 

§3 OBLIGATIONS OF THE PARTIES

1. The client has the right to expect that:

a. the established goals will be met,

b. comfortable working conditions will be provided (if organized by the company),

c. the trainer will have the necessary theoretical and practical knowledge regarding the topic of the service being provided,

d. the trainer will conduct the sessions professionally, following the specifics of adult education,

e. both theoretical and practical content will be covered during the service,

f. the company will make every effort to adapt the service to the client’s needs, especially in the case of closed services,

g. the company will meet the formal conditions for participation in the service and the signed contract, including issuing materials and certificates to participants.

2. The company has the right to expect that:

a. participants will fully engage in the service process and take part in exercises and tasks,

b. participants will adhere to the rules established during the service,

c. participants will complete needs assessment surveys in a way that allows the service program to be tailored, and in the case of closed services, the client will provide all necessary information for the program to be developed according to their needs,

d. if potential difficult situations or concerns regarding service delivery (e.g., conditions of the training room provided by the client, which could hinder service delivery) are raised by the trainer or the company before the service, the client will address the recommendations before the service, to avoid difficult situations during service delivery, or will provide written confirmation of upholding their arrangements, excluding later complaints,

e. participants will arrive on time and attend the entire process, signing the attendance list, which will be confirmed by a certificate if they attend at least 80% of the time,

f. other formal contract conditions will be met,

g. in the case of services funded by EU projects, participants will complete all formalities required by the project’s regulations.

3. The company’s obligations:

a. The company commits to making every effort and delivering training and consulting services with due diligence, according to the accepted offer or contract. 

b. In unforeseen situations, the company will take immediate action in accordance with established procedures.

§4 COMPLAINTS

1. The client has the right to file complaints about the training or consulting service if it was not delivered according to the offer or contract.

2. A complaint will only be considered if the average rating for the service is lower than 3.5 on a scale from 1 to 6 points obtained from evaluation surveys, for both open and closed services. To avoid the subjective assessment of individual participants lowering the overall rating, the ratings of all participants in the service will be taken into account, allowing for an objective assessment. A complaint will not be considered if the average rating in the survey is equal to or higher than 3.5, regardless of the evaluation of the person filing the complaint.

3. The complaint or grievance should be submitted in writing to the following address: PROGRESS PARTNER Sp. z o.o. , Ossowska 16D/2, 05-220 Zielonka.

4. The complaint form (Appendix No. 1) should be submitted via traditional mail or delivered in person to the company’s headquarters.

5. The complaint submission should include the company’s name, the participant’s name, contact information, the subject of the complaint (service name, date, and location), the substantive and formal justification for the complaint, and the expectations from the company.

6. A complaint can be filed no later than 7 calendar days from the date of the service’s completion.

7. The service organizer reserves the right to disregard a complaint if it is filed after the deadline mentioned in §4, item 4 of these procedures.

8. The service organizer has 14 business days to review the complaint, and in cases requiring additional explanatory actions, the complaint review period may be extended to a maximum of 21 business days.

9. The service organizer has the right to request additional written explanations from the person submitting the complaint.

10. The service organizer reserves the right not to respond to a complaint if it is incomprehensible or contradicts the provisions of the contract or the service quality management procedures.

§5  COMPENSATION

If the complaint is upheld, either fully or partially, the training company will propose one of the following forms of compensation:

Repetition of the training at another date,

Provision of additional support to supplement the training,

A 20% discount on the next training,

The provision of additional educational materials.

§6 CIVIL CODE

Other matters related to complaints are governed by the Civil Code.

§7 PROCEDURE FOR UNFORESEEN EVENTS

1.    Ensuring safety in the training room:

In the event of situations threatening the safety of participants, health and safety (BHP) and fire protection (PPO) regulations will apply. 

2.    General procedure for unforeseen events:

a.    a. The trainer delivering the service is obliged to immediately contact the company representative to take steps to resolve the problem as quickly as possible.

b. The company representative is obliged to immediately contact the client representative to present the situation and determine steps to resolve the issue as quickly as possible.

3.    Trainer’s absence due to illness or other reasons: 

a. The trainer informs the organizer about their absence as soon as possible.

b. The organizer will, if possible, provide a substitute. The substitute trainer must have the necessary qualifications and preparation to conduct the training and must be informed about the group and the program being delivered.

c. If it is not possible to provide a substitute, the organizer informs participants of the training’s cancellation. This information will be delivered to participants by email with confirmation of receipt or by phone.

d. Based on conversations with the participants, the organizer will establish a new date for the group, an individual date for the participant, or return the payment after confirming the participant’s withdrawal.

4.    Lack of availability of the training venue:

a. If the training venue becomes unavailable, the company will take action to provide another room in the same building, maintaining the required standard.

b. For open services, the company reserves the right to cancel the service if it cannot provide a suitable replacement room.

5.    Other procedures remain unchanged.  

6.    Participants under the influence of alcohol:

Besides standard procedures, the trainer has the right to ask the participant to leave the room and, in exceptional situations, demand they leave if their behavior disrupts the service.

The date below indicates the last version of the regulations: January 10, 2023

 

Appendix No. 1 – Complaint/Grievance Form 

1.    Description of the reported problem:   

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2.    Participant or contracting company details (name, address, phone, email):

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3.    Name, date, and location of the service: 

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4.    Proposed form of compensation (according to item 10 of the complaint procedure):

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Location: ………………………………………………..… Date: ……………..……… Signature: ……………………………..………………