NETA will provide the highest quality learning experience, which places the learner at the centre of all of our activities. We will provide efficient training, assessment and associated support to meet the needs of all stakeholders and assist in developing an inclusive and productive community. NETA Training is committed to safeguarding and promoting the welfare of children/young people and vulnerable adults and expects all staff to share this commitment

We are committed to achieving our mission through

• Being customer focused and demand led
• Providing a learning experience, which is relevant and appropriate to the learne
• Providing Additional support, where appropriate, to meet the specific requirements of the learner
• Maintaining effective quality procedures
• Maintaining continuous professional development of staff
• Maintaining learning resources that reflect industry standards
• Maintaining a progressive outlook on methods and techniques in learning

Service Standards

Our standards set out the current level of service learners and staff can expect in key areas of NETA activities. Our performance against these standards will be reviewed annually, and the results published.

They include a commitment to:

• Personal callers to our centres will be greeted immediately and attended to within 10 minutes of arrival
• Telephone calls will be answered within 6 rings of connection to the switchboard. Calls to direct enquiry lines will also be answered within 6 rings.
• All staff will be identifiable by name badges and will identify themselves in telephone calls and letters.
• All correspondence via post, phone, fax or email will be responded to in a clear, concise and timely manner. Our aim is that all correspondence, from date of receipt, will receive a response within 24 hours (1 working day); more complicated issues will receive an acknowledgement within the response time and continuous updates on the progress thereafter until an agreed outcome has been reached.
• Conduct a User Satisfaction Survey each year and publicise the results

Feedback

Meeting the needs and expectations of service users is of the highest priority to our staff. We continually monitor, evaluate and review our services, and welcome feedback from our users. Information on how to let us know about your experience is detailed on our website www.neta.co.uk and in written correspondence.
Feedback will also be obtained from all learner and employer after completion of any training.

Complaints

NETA seeks fair, just and prompt solutions to any complaints and appeals. All such issues should be directed to the department co-ordinator in the first instance, where they will be acknowledged and directed to the attention of the Chief Executive.

Confidentiality

All information gathered or held regarding the personal or business affairs of our customers will be held in strict confidence. NETA adheres to the principles of the Data Protection Act 1998. Personal information is collected in an unbiased manner and stored only for use by NETA staff associated with the handling of your personal information. Staff who have access to your Personal information are obliged to respect the confidentiality of your data and will not divulge to third party members or affiliates associated with NETA without your permission.

Help us maintain a learning environment suitable for all

• Respect the right of others learners.
• Turn off your mobile phone when in the Training Centre(s).
• Do not bring hot food or drinks into any of the workshop areas or training rooms.
• Treat NETA staff and other learners with courtesy and respect.
• Be aware of NETA’s Policies and abide by their principles.

Working with other providers

Wherever possible we will work with other providers to give a co-ordinated and responsive service to customers.