Complaints & Suggestions Policy
Last updated: June 2026
FHTC is committed to providing a transparent, responsive, and fair mechanism for all beneficiaries to submit, track, and follow up on complaints and suggestions. This policy outlines the procedures and timelines governing this process.
1. Submission Channels
Complaints and suggestions may be submitted through: the in-platform support ticket system (available 24/7); the official FHTC email address; or by phone during working hours (Saturday to Wednesday, 8:00 AM to 5:00 PM). All channels are monitored and every submission receives a tracking reference number.
2. Response Timeline (SLA)
FHTC is committed to acknowledging all complaints within 24 hours of receipt. A substantive response is provided within 3 working days for routine matters and within 7 working days for complex or escalated cases. The complainant is notified of any delays exceeding these timelines.
3. Complaint Processing
All complaints are recorded, categorized, and assigned to the appropriate department for investigation. The investigation is conducted fairly and impartially, and the complainant may be contacted for additional information if required. Complaints are treated with full confidentiality.
4. Escalation Process
If a complainant is not satisfied with the initial response, they may escalate the matter to the Quality Assurance department by replying to their ticket. Escalated complaints are reviewed by senior management and a final decision is communicated within 10 working days of escalation.
5. Suggestions and Feedback
FHTC actively encourages suggestions from trainees and instructors to improve the quality of its programs and services. All suggestions are reviewed periodically by the Quality Assurance team and are considered in the center's continuous improvement cycles.