345 PIC QPM Version2 Amend3 PDF

CIEH Person in Charge
Quality Procedure Manual
© CIEH, 2014 All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, issued, adapted or transmitted in part or in whole in any form or by any means without the prior permission of the publisher.
CIEH Person in Charge Quality Procedure Manual – Version 2, 2014 2
Contents
Introduction3
Registering centres 4
Registering trainers 5
General administration 6
Use of CIEH name, logo and qualification titles 9
Use of DAC accreditation symbol 11
Copyright12
Training delivery 14
Use of CIEH training support services 19
Examination process 20
Appointing and using invigilators 24
Examination management 25
Reasonable adjustment 29
Special consideration 32
Management of certificates 33
Candidate appeals 35
Complaints36
Suspected malpractice and maladministration 38
Suspension or withdrawal of certificates 41
Auditing of registered centres and trainers 42
Sanctions48
Glossary50
Introduction
The Chartered Institute of Environmental Health (CIEH) is the global leader in the
provision of food safety qualifications, awarding over 500,000 certificates per year.
The CIEH has been established in Dubai for many years, with CIEH registered centres and
trainers delivering the full range of CIEH qualifications.
The CIEH is therefore delighted to have obtained ISO 17024 accreditation from the Dubai
Accreditation Centre. This has enabled the CIEH to extend its qualifications offer in Dubai
to include Person in Charge (PIC) qualifications. Dubai Municipality requires that all food
establishments in Dubai have at least one full-time, onsite certified Person in Charge.
This Quality Procedure Manual has been produced to provide all CIEH registered centres
and trainers with a step-by-step guide to the successful delivery of PIC qualifications.
Based on the current CIEH Procedure Manual, which all registered centres and trainers
receive, it has been tailored to meet the specific requirements of ISO 17024 accreditation
and the delivery of PIC qualifications.
If, however, at any time you have any queries or concerns about the PIC scheme or your
provision, the CIEH Middle East General Manager, Jon Flatman, is on hand to assist you.
CIEH Middle East contact details

Address: Dubai Healthcare City,
Building 26,
Office 206,
Dubai, UAE.
Telephone: +971 (0)4 454 1241
Mobile: +44 (0)7980 255547
Email: middleeast@cieh.org
Web: www.cieh.org/middleeast
Registering centres
1 Purpose 4 Actions
1.1 This procedure establishes the process for registering 4.1 The CIEH has in place a process for the management of
centres to promote and deliver CIEH Person in Charge all centre registration applications, including approval to
(PIC) qualifications. deliver PIC qualifications in Dubai.
4.2 If a centre is already registered to deliver CIEH food
2 Scope
safety qualifications up to and including Level 3 and
2.1 This procedure covers the process for registering centres in based in Dubai, registration to deliver PIC qualifications is
Dubai to promote and deliver CIEH PIC qualifications. automatic where there is evidence that a related trainer
has attended a CIEH PIC ‘train the trainer’ event.
3 Responsibility
4.3 Companies may apply to the CIEH directly for the
3.1 The CIEH is responsible for assessing the suitability of purposes of delivering PIC qualifications where they are
a training centre that has applied to become a CIEH based in Dubai. In this situation, they must follow the
registered centre for the purposes of delivering PIC guidelines included in the standard CIEH registration
qualifications in Dubai. requirements, complete a Centre Registration Form and
submit the appropriate fees. All guidance and forms for
3.2 The centre that is applying for approval must demonstrate
this purpose are found on the CIEH Middle East website
that it meets the requirements for registration.
(www.cieh.org/middleeast). There must also be evidence
that a related trainer has attended a CIEH PIC ‘train the
trainer’ event.
4.4 Once registered, the centre is required to sign a formal
agreement, confirming its commitment to the CIEH
Quality Procedure Manual and other documents provided.
4.5 The centre must be willing to submit to audit.
Registering trainers
1 Purpose include the suspension or withdrawal of registration (see
the procedure ‘Sanctions’ in this manual).
1.1 This procedure establishes the process for registering
trainers to deliver courses for CIEH Person in Charge (PIC) 5.3 The trainer is given an opportunity to appeal this decision,
qualifications. with supporting evidence.
5.4 Regular feedback on trainer registration and monitoring is
2 Scope
provided by the CIEH to Dubai Municipality.
2.1 This procedure covers the process for registering trainers
in Dubai to deliver courses for CIEH PIC qualifications. 6 Continuing professional development (CPD)
6.1 Trainers should strive continually to update and improve
3 Responsibility
their knowledge of issues and developments within
3.1 The CIEH is responsible for assessing the suitability of the arena of food safety, and to apply that knowledge
a trainer who has applied to become a CIEH registered in training. CPD, by definition, implies that individuals
trainer for the purposes of delivering courses for PIC are already qualified, and that they are, through CPD,
qualifications in Dubai. maintaining and enhancing their skills. CPD contributes to
three basic areas:
3.2 The trainer who is applying for approval must demonstrate
i. maintenance of professional competence
that he/she meets the requirements for registration.
ii. enhancement of existing knowledge and skills
4 Actions
iii. development of new knowledge and skills.
4.1 The CIEH has in place a process for the management of
6.2 To retain approval to train, trainers must:
all trainer registration applications, including approval to
i. attend information update days provided by Dubai
deliver courses for PIC qualifications in Dubai.
Municipality
4.2 If a trainer is already registered to deliver CIEH food
ii. maintain a continuous, up-to-date and accurate
safety qualifications up to and including Level 3 and
record of their CPD activities
based in Dubai, registration to deliver PIC qualifications
involves attendance at a CIEH PIC ‘train the trainer’ iii. present a written profile containing evidence of their
event, successful completion of the examination for the CPD to the Dubai Municipality Food Control Department
CIEH Level 3 Person in Charge Certificate and approval by
iv. demonstrate that their CPD activities are a mixture of
the Dubai Municipality Food Control Department.
learning activities relevant to current or future practice.
4.3 If a trainer is not already registered and is based in
6.3 The annual CPD requirements for a trainer to retain Dubai
Dubai, he/she must follow the guidelines included in the
Municipality approval are as follows:
standard CIEH registration requirements, complete a
i. The Dubai Municipality Food Control Department
Trainer Registration Form and submit the appropriate fees.
requires a minimum of 30 hours CPD per annum for
All guidance and forms for this purpose are found on the
all trainers. The details of the CPD points should be
CIEH Middle East website (www.cieh.org/middleeast).
submitted to the department by 31 December each
The trainer must also attend a CIEH PIC ‘train the trainer’
year and should list all the training covered in that year.
event, successfully complete the examination for the CIEH
Level 3 Person in Charge Certificate and gain approval ii. A trainer’s CPD should help to improve his/her existing
from the Dubai Municipality Food Control Department. knowledge and include activities such as formal training
(for example training programmes, workshops and
4. 4 Once registered, the trainer is required to sign a formal
conferences) and professional activities (for example
agreement, which confirms his/her commitment to
involvement with professional bodies, campaigns and
abide by the CIEH Quality Procedure Manual and other
writing journal articles).
documents provided.
6.4 CPD activities should be separate from the training and
4.5 The Dubai Municipality Rules and Regulations for Person
qualifications that form part of the basic requirements to
in Charge Certificates contain further information on
be a trainer and the routine work of the trainer.
trainer registration.
7 Record keeping
5 Monitoring of trainers
7.1 Records of each trainer’s registration, monitoring and
5.1 Training delivery is monitored regularly both by the CIEH
performance are kept by the CIEH in both the Dubai- and
registered centre that employs the trainer to deliver the
London-based offices, manually and electronically.
PIC course and by an appointed CIEH representative.
Observation of training delivery forms a key part of the 7.2 Records are kept in accordance with the UK Data
monitoring process. Protection Act 1998.
5.2 If, through monitoring and/or feedback, the trainer is 7.3 Trainers can request access to their records by applying in
considered not to be delivering courses to the required writing to the CIEH Middle East.
standard, sanctions may be imposed, and these may
General administration
1 Purpose Centre responsibilities to meet regulatory
6
requirements
1.1 This procedure establishes the process for the general
administration of CIEH Person in Charge (PIC) qualifications. 6.1 The centre must take all reasonable steps to ensure that the
awarding organisation is able to comply with the conditions
2 Scope of recognition of its regulatory bodies. Responsibility for
ensuring that the centre meets regulatory requirements is
2.1 This procedure covers the process for all general
delegated to the Main Centre Contact.
administration related to the provision of CIEH PIC
qualifications. 6.2 The centre must take all reasonable steps to comply with
requests for information or documents made by the awarding
3 Responsibility organisation or regulatory bodies as soon as is practicable.
3.1 The CIEH, as the certification body, has defined certain 6.3 The centre must assist the awarding organisation in
general administration procedures to be followed by all carrying out any reasonable monitoring activities and
interested parties involved in the PIC scheme. This includes assist the regulatory bodies in any investigations made for
centres, trainers, candidates, invigilators and regulators. the purposes of performing their functions.
6.4 The centre must agree to comply with the requirements
4 Centre and trainer registration
laid down by the CIEH in order to continue to deliver CIEH
4.1 The registration process is normally completed within 5 days PIC qualifications.
from receipt of registration forms. Incomplete applications
6.5 The centre must acknowledge that sanctions may be
may result in delays in the registration process – therefore
imposed in the event that it fails to comply with these
registration forms should be checked carefully before
requirements (see the procedure ‘Sanctions’ in this manual).
submission. A charge is made to process applications
whether or not registration is approved. Registration may 6.6 The centre must retain a workforce of appropriate size
be denied due to previous malpractice or maladministration and competence to undertake the delivery of each
with any externally-regulated awarding organisation. qualification, as required by the CIEH.
4.2 Centres and trainers are not permitted to deliver CIEH 6.7 The centre must have available sufficient managerial and
qualifications until registration has been formally approved. other resources to enable it effectively and efficiently to
Registration forms are processed strictly in the order in undertake the delivery of each CIEH qualification as defined
which they are received. Any applications that do not satisfy in support documents available for each qualification.
registration criteria are referred for review. The registration
6.8 The centre must deliver all qualifications in accordance
process is closely monitored to ensure that applications are
with equalities law.
assessed equitably and efficiently. A ‘fast-track’ process
is available for centres and/or trainers requiring urgent 6.9 The centre must operate a complaints-handling procedure
registration (there is a charge for this service). or appeals process for the benefit of candidates (see the
procedures ‘Complaints’ and ‘Candidate appeals’ in this
4.3 Further information relating to registration can be found
manual).
in the CIEH registration requirements, available on the
CIEH Middle East website (www.cieh.org/middleeast), 6.10 The centre must adhere to any moderation procedures
together with the procedures ‘Registering centres’ and that must be undertaken by the centre, in accordance
‘Registering trainers’ in this manual. Specific enquiries with the qualification support documents provided.
should be directed to the CIEH Middle East.
6.11 The centre must follow the requirements for its suspension
4.4 Approval is granted in accordance with the terms of the or withdrawal as a centre, as detailed in the agreement.
centre and trainer agreements. Enquiries relating to the The centre should also be aware of the procedure for
agreements should be directed to the CIEH Middle East, suspension or withdrawal of registration by the CIEH
quoting centre or trainer numbers in the correspondence. following a malpractice or maladministration investigation
or audit (see the procedures ‘Suspected malpractice and
5 Centre and trainer agreements and charters maladministration’, ‘Auditing of registered centres and
trainers’ and ‘Sanctions’ in this manual).
5.1 Continuing registration is conditional upon centres and
trainers signing and returning an enforceable agreement, 6.12 The centre is required to take all reasonable steps to
which is renewed annually. The agreement requires protect the interests of candidates in the case of such
centres and trainers to abide by certain conditions and a suspension or withdrawal. The centre must be able
associated policies and procedures. to confirm that, by withdrawing, it will ensure that all
candidates registered with the centre can complete their
5.2 Upon receipt of a signed agreement, each centre and
courses and successfully conclude their assessments
trainer will receive a centre or trainer charter, valid for
before withdrawal of registration is finalised.
one year. The charter confirms the centre’s and trainer’s
commitment to CIEH quality procedures.
7 Change in centre details 10.3 The CIEH Head Office is based at Chadwick Court,
15 Hatfields, London SE1 8DJ, UK.
7.1 Centres must inform the CIEH Middle East of any changes
to centre or personnel details, as soon as these changes 10.4 Most enquiries are initially managed by the Customer
occur. This can be done by telephone except in special Services Team, who are committed to responding within
circumstances, such as for name changes. In these cases, two working days.
centres will be asked either to provide email confirmation
10.5 Telephone contact details for the CIEH Head Office are
with supporting documents attached or to post copies of
+44 (0)20 7827 5800 between 08.30 and 17.00 (GMT)
relevant documents.
Monday to Friday. There is an option to leave voicemail if
lines are busy or if calling outside business hours.
8 Centre and trainer conduct
10.6 Email contact details for the CIEH Head Office are:
8.1 The centre and trainer must work with the CIEH in a
professional manner. • customerservices@cieh.org
8.2 Information requested by the CIEH or any regulatory body • examinationservicesteam@cieh.org.
must be provided in a cooperative and timely manner.
Responses are made within two working days.
8.3 The centre and trainer must communicate with the
10.7 Registered centres and trainers can contact the Quality
candidates in a professional, courteous and timely manner.
Assurance Team on +44 (0)20 7827 6327, between 09:00
and 17:00, Monday to Friday, or email audits@cieh.org.
9 Making contact with the CIEH Middle East
9.1 In order to facilitate effective communication, the CIEH 11 Booking a course
has a Middle East representative office which, in most
11.1 The centre must inform the CIEH Middle East as early as
circumstances, is the first point of contact for those
possible about potential course dates. All training and
wishing to communicate with the CIEH.
examination sessions should be notified to the Dubai
9.2 Most enquiries pertaining to the CIEH PIC scheme are Municipality Food Control Department at least two
handled by the CIEH Middle East. working days in advance, using the form available on the
9.3 The CIEH Middle East is based at Dubai Healthcare City,
Building 26, Office 206, Dubai, UAE. 11.2 The centre should provide the CIEH Middle East with the
following information:
9.4 The CIEH Middle East is managed by Jon Flatman,
General Manager (email j.flatman@cieh.org). • the qualification being delivered – the CIEH Level 2
or Level 3 Person in Change Certificate
9.5 Contact details for the CIEH Middle East are:
• the date of the course
• email: middleeast@cieh.org
• the venue for the course
• telephone: +971 (0)4 454 1241
• the name of the course trainer.
• mobile: +44 (0)7980 255547
The CIEH Middle East then provisionally books an
9.6 The CIEH Middle East office in Dubai is normally open
invigilator for this date.
between 08.00 and 17.00 (GST), Sunday to Thursday.
11.3 Opportunities are provided for centre and course details to
9.7 All communication is responded to within 24 hours, with
be advertised on the CIEH Middle East website, to which
the exception of weekends and public holidays.
centres may choose to link from their own website.
9.8 From time to time, information is provided on forthcoming
marketing initiatives. This is designed to assist with the 12 Booking candidates onto a course
marketing and presentation of qualifications. Events such
12.1 PIC candidates may be directed to apply for a course in a
as ‘train the trainer’ workshops are also held to present
number of ways:
information on new or revised qualifications. Further
details are available on the CIEH Middle East website • recommendation from their employer
(www.cieh.org/middleeast) or, alternatively, enquiries can
• recommendation from a food inspection officer.
be made to the CIEH Middle East.
12.2 Potential applicants are initially directed to contact a
10 Making contact with the CIEH Head Office centre to:
10.1 The CIEH Head Office is based in London, where the • discuss and agree with the course trainer the
certification process is carried out. appropriate level of PIC course to attend (this may
include an initial assessment)
10.2 Registered centres and trainers can also contact the CIEH
Head Office if they are unable to contact the CIEH Middle • book a place on a course.
East at any time.
12.3 The centre contact/trainer should then ensure that the 14 Goods return policy
applicant visits the CIEH Middle East website (www.
14.1 Should you receive incorrect, incomplete or damaged
cieh.org/middleeast) to complete, download and sign
stock items, notify the CIEH Middle East who will advise
the Candidate Application Form, which should then be
how to return the goods and arrange for replacement or
returned to the CIEH Middle East as soon as possible.
additional stock items to be sent as soon as possible, or an
12.4 Alternatively, the trainer can complete the application account credit will be generated.
form on behalf of the candidate, but the candidate
must sign it. If this is done on the first day of the course, 15 Financial arrangements
the centre must ensure that the CIEH Middle East is
15.1 All new centres are required to complete a credit check
informed in advance about how many candidates are
prior to opening an account.
attending and, if possible, if any reasonable adjustments
are required. Centres should complete the registration of 15.2 Payment must accompany all orders for examination
candidates before the training programme commences. materials and handbooks. Payment can be made by
credit card or alternatively on account where the CIEH
12.5 On receipt of the completed Candidate Application Form,
registered centre has applied for and been approved for a
the CIEH Middle East checks and records the candidate’s
credit facility.
details on a secure database and adds the candidate details
to a record sheet, which is later given to the invigilator. 15.3 For payments:
12.6 Requests for reasonable adjustment are also noted at • by credit card: total up the cost of all items and
this stage and any arrangements made in time for the provide credit card details
examination date.
• by BACS transfer (or any other interbank mechanism):
information is provided on account set up
13 Ordering examination materials and handbooks
• on account: include relevant order requirements by
13.1 The registered centre is responsible for ordering the
email or an official purchase order, and an invoice is
correct number of examination papers and Person in
raised on receipt; this must include the centre number
Charge handbooks no later than seven working days
and the purchase order number.
before each course. The centre should complete a PIC
Sales Order Form (available on the CIEH Middle East 15.4 Payment for all items ordered must be made within a
website, www.cieh.org/middleeast) and forward it to the maximum of 30 days of invoice. Failure to do so may
CIEH Middle East for processing, stating the number of result in a centre being put on financial suspension until
papers and handbooks required. The centre must also payment is submitted (see the procedure ‘Sanctions’ in
state an appropriate purchase order number. Orders for this manual).
standard CIEH examination materials can be emailed to
15.5 Enquiries regarding payment terms can be referred to the
middleeast@cieh.org for processing in accordance with
CIEH credit department (email creditcontrol@cieh.org).
existing procedures.
13.2 Person in Charge handbooks are sent direct to the centre
and the examination papers are sent to the CIEH Middle
East office in Dubai, where they are stored and monitored
securely, for later collection by the invigilator.
13.3 The invigilator is responsible for bringing the correct
number of examination papers from the CIEH Middle
East office in Dubai to the examination venue on the
examination date.
Use of CIEH name, logo and qualification titles

1 Purpose • Registered centres are only allowed to use the CIEH
name and logo for qualifications they are registered
1.1 This procedure establishes the process for using the CIEH
to deliver (see the procedure ‘Training delivery’ in this
name, logo and qualification titles in relation to CIEH
manual).
Person in Charge (PIC) qualifications.
6.2 Any use of the CIEH registered centre logo other than
2 Scope on the registered centre’s letterhead paper, the centre’s
website and on appropriate marketing and promotional
2.1 This procedure covers the use of the CIEH name, logo and
materials is an infringement of copyright.
qualification titles in relation to CIEH PIC qualifications.
6.3 Appropriate marketing and promotional materials are:
3 Responsibility
• corporate/business stationery – letterheads,
3.1 The Chartered Institute of Environmental Health (CIEH) compliment slips, business cards, envelopes and other
is a professional organisation and the use of its name and relevant stationery
logo is restricted. Candidates, trainers and centres must
• all pages of a centre’s website relating to CIEH
follow the conditions for use set down by the CIEH.
qualifications and the centre’s email
Use of the Chartered Institute of Environmental
4 • annual reports, printed brochures, leaflets
Health (CIEH) name
• exhibition stands
4.1 The CIEH name may be used by registered centres and
• advertising and promotion of CIEH qualifications.
trainers to promote their CIEH training provision. The
CIEH name and logo can only be used by candidates on 6.4 Use of the CIEH registered centre logo on any other
their qualification certificate. marketing or promotional materials not listed above
must be cleared in advance with the CIEH Middle East.
4.2 The CIEH name must only be used to provide a true
representation of products and services, provided within 6.5 The CIEH registered centre logo is CIEH dark aqua
a training and education context, that directly relate to Pantone 322 or black.
the CIEH. The ownership of a product or service must be
6.6 When using colours for printed matter other than the CIEH
clearly identified. Any wilfully misleading misuse of the
corporate colours as specified above, centres may reverse out
name will be considered a breach of the centre’s and/or
the logo on a solid background. Centres must always reverse
trainer’s registration agreement.
out the logo in white only on the darkest available colour.
4.3 Gaining a CIEH qualification does not confer the right to
6.7 The logo must be used as presented by the CIEH, and
use the CIEH name and logo in any marketing materials
reproduced from the master artwork as supplied, with no
or on any website.
changes, including (but not limited to) colour, proportion,
design, or removal of any words or artwork. The logo
5 CIEH registered centre logo
may not be animated, morphed or otherwise distorted in
5.1 The conditions set with regard to use of the CIEH logo are perspective or appearance.
specified by its Board of Trustees.
6.8 No borders or other appendages must be added to the
5.2 The Board of Trustees has consented to the use of logo. The components relative to one another should
the logo by registered centres in order to promote never be varied.
their businesses, but insists that certain criteria must
6.9 The logo must at all times be used in a way that clearly
be observed in order to prevent infringement of CIEH
shows the centre to be a CIEH registered centre.
registered copyright.
6.10 The logo should be displayed in a manner that is not
5.3 CIEH registered centres can obtain an electronic version
dominant.
of the CIEH registered centre logo for printing and design
purposes by contacting the CIEH Middle East. 6.11 To present the logo properly, a minimum clearance
between the logo and other elements must be
6 Use of the CIEH registered centre logo maintained. For example, the exclusion zone is equal to a
quarter of the width or height of the logo on all sides and
6.1 As the CIEH logo is a registered trademark, use of the
an eighth below the text ‘CIEH Registered Centre’.
CIEH registered centre logo is permitted subject to the
following restrictions: 6.12 The minimum size of the marque is 15mm. For on-screen
use, the marque should not be reproduced at a resolution
• CIEH registered centres may use the CIEH registered
any smaller than 80 pixels.
centre logo only if their centre agreement with the
CIEH is current and the centre is active. An inactive, 6.13 If the CIEH registered centre logo is not displayed
suspended or withdrawn centre must not display the with the centre’s own logo on the front of the centre’s
CIEH name or the CIEH registered centre logo (see the materials and appears elsewhere in isolation, it should be
procedure ‘Sanctions’ in this manual). positioned adjacent to relevant content relating to CIEH
products and services.
6.14 If a situation occurs whereby a centre is required to 9.4 Appropriate marketing and promotional materials are:
forfeit its registered status, the centre must immediately
• corporate/business stationery – letterheads,
discontinue using the CIEH logo, together with any other
compliment slips, business cards, envelopes and other
proprietary marks of the CIEH.
relevant stationery
7 Joint logos • all pages of a trainer’s website relating to CIEH
qualifications and the trainer’s email
7.1 In all cases where the CIEH registered centre logo appears
on a centre’s materials alongside the logo of another • annual reports, printed brochures, leaflets
organisation, for example another awarding organisation,
• exhibition stands
the CIEH registered centre logo must be no less than
equal in size to that of the other organisation represented • advertising and promotion of CIEH qualifications.
and minimum size/exclusion zone requirements must be
9.5 Use of the CIEH registered trainer logo on any other
observed.
marketing or promotional materials not listed above must
7.2 The centre must secure sign-off of the artwork in be cleared in advance with the CIEH Middle East.
advance from the CIEH Middle East by emailing it to
middleeast@cieh.org. 10 CIEH qualification titles
7.3 If requested, the CIEH can produce certificates that 10.1 Centres may use CIEH qualification titles to generate
include a centre’s logo. Details of this service are available awareness and interest in the CIEH qualifications for
from the CIEH Middle East. Fees apply for this service. which they are registered to deliver.
10.2 The CIEH qualification titles used must be complete and
8 Misuse of the CIEH registered centre logo
correct and cannot be amended.
8.1 It is the centre’s responsibility to ensure proper and
appropriate use of the CIEH registered centre logo on any 11 Queries
of its materials in line with this procedure ‘Use of CIEH
11.1 If centres or trainers have any questions about the use of
name, logo and qualifications titles’. Any wilfully misleading
the CIEH name, logo or qualification titles, they should
use of the CIEH registered centre logo will be considered a
contact the CIEH Middle East.
breach of the centre’s registration agreement.
8.2 If a centre identifies any misuse or abuse of the CIEH
registered centre logo – either by staff or members of
its organisation or by other parties – it must report the
offence and/or any issues to the CIEH Middle East.
8.3 The centre will be asked to amend or remove any offending
items and will be referred to the procedure ‘Suspected
malpractice and maladministration’ in this manual.
9 Use of the CIEH registered trainer logo

9.1 Use of the CIEH registered trainer logo is permitted
subject to the following restrictions:
• A CIEH registered trainer may use the CIEH registered
trainer logo only if his/her trainer agreement with the
CIEH is current and the trainer is active.
• An inactive, suspended or withdrawn trainer must not
display the CIEH name or the CIEH registered trainer
logo (see the procedure ‘Sanctions’ in this manual).
9.2 A registered trainer is only allowed to use the CIEH name
and logo for the qualifications he/she is registered to
deliver.
9.3 Any use of the CIEH registered trainer logo other than
on the registered trainer’s letterhead paper, the trainer’s
website and on appropriate marketing and promotional
materials is an infringement of copyright.
Use of DAC accreditation symbol

1 Purpose 5 Misuse of the DAC accreditation symbol
1.1 This procedure establishes the process for using the DAC 5.1 The DAC accreditation symbol is a registered trademark.
accreditation symbol. Any use of the DAC accreditation symbol without prior
agreement is an infringement of copyright.
2 Scope
5.2 If any misuse or abuse of the DAC accreditation symbol
2.1 This procedure covers the use of the DAC accreditation is identified by any party, the offence must be reported
symbol. immediately to either DAC or the CIEH.
5.3 If the misuse or abuse is perpetrated by a CIEH registered
3 Responsibility
centre or trainer, they will be requested to desist and will
3.1 The Dubai Accreditation Centre (DAC) is a department be referred the procedure ‘Suspected malpractice and
of Dubai Municipality and the use of its name and maladministration’ in this manual.
accreditation symbol is restricted.
5.4 If the misuse or abuse is perpetrated by a certificated
Person in Charge, it may result in removal of certification.
4 Actions
5.5 If centres or trainers have any questions about the use
4.1 The DAC name and accreditation symbol, with respect to the
of the DAC name or accreditation symbol, they should
ISO 17024 scheme for Person in Charge (PIC) certification in
contact the CIEH Middle East.
Dubai, may only be added to certain materials by the CIEH,
following prior agreement with DAC.
4.2 The DAC name and accreditation symbol appear on all
Person in Charge certificates.
Copyright
1 Purpose 5 Copying and adaptation of CIEH publications
1.1 This procedure establishes the process for the 5.1 In order to photocopy an extract from a CIEH publication,
management of copyright for all CIEH products. permission must be requested prior to doing so, unless
photocopying under the auspices of a copyright licence.
2 Scope For a fee, the Copyright Licencing Agency (CLA) issues
licences to different types of organisation – for example
2.1 This procedure covers the process for the management of
businesses, schools, higher and further education
copyright in relation to CIEH products.
institutions etc. A CLA licence permits the photocopying
of content within certain restrictions – up to five per
3 Responsibility
cent of the publication or one complete chapter from a
3.1 CIEH publications are protected by the Copyright Designs book (whichever is greater), for single use only. There are
and Patents Act 1988. No part of CIEH publications may separate agreements for digitisation (the scanning and
be copied or reproduced, stored in a retrieval system, storing on computer) of extracts. Before copying content
issued, adapted or transmitted in part or in whole in any from any source, it must be established whether there is a
form or by any means without the prior permission of the licence to do so. If unsure, it is advisable to check with the
CIEH and subsidiary copyright holders. CIEH Middle East.
5.2 If copying is not covered by a licence, because one is not
4 Function of copyright
owned or because there is a desire to copy outside the
4.1 Copyright is a form of intellectual property, which allows terms of the licence – for example using illustrations from
people to own their original work – be this literature, art, one source to include in another – permission must be
music, sound recording, film or broadcasts. Copyright sought directly from the rights holder (in this instance
ownership gives the creators of such work: the CIEH). The CIEH may consent to the request with or
without payment of a fee, depending on the scope and
• economic rights that enable them to control use of
the purpose of the request.
the work in a number of ways – such as making copies
or adapting material for other purposes 5.3 However, as a publisher, the CIEH will not grant
permission for the use of any of its material if it is to
• moral rights that enable them to be identified as the
be used in a product developed to compete with CIEH
creator of the work and to object to the derogatory
products. The CIEH will usually decline requests to
treatment of the work, which might affect the
reproduce illustrations from its publications because
creator’s reputation.
these illustrations form part of its brand identity.
4.2 Copyright protection is automatic as soon as there is a CIEH illustrators often retain copyright and, even as
record, in any form, of the work having been created. commissioners of these artistic works, the CIEH must seek
Copyright owners usually take the precaution of marking permission and pay fees to reproduce illustrations in other
published copyright work with the international copyright contexts – for example marketing materials, new editions,
symbol © followed by the name of the copyright owner online etc.
and year of publication.
6 Training materials
4.3 Copyright law exists to protect the rights of originators
and commissioners of literary and artistic works, and the 6.1 Trainers may be granted permission to reproduce and
law acknowledges that copyright can be held by one adapt materials included in the training packs they have
party or shared. CIEH publications are protected by the purchased for use in face-to-face training sessions for
Copyright Designs and Patents Act 1988. No part of CIEH CIEH qualifications. Such permission is granted with
publications may be copied or reproduced, stored in a restrictions, and it is important to check the copyright
retrieval system, issued, adapted or transmitted in part or notice on the product for specific details.
in whole in any form or by any means without the prior
permission of the CIEH and subsidiary copyright holders.
7 Example of a copyright notice 8 Copyright and visual impairment

8.1 One exception to the general copyright rule applies to
IMPORTANT Please read this notice assist visually impaired users to access books and journals.
Visually impaired people who have lawfully obtained a
Copyright – reproduction rights and restrictions
copy of a published work (bought or borrowed) may make
All aspects of this pack are covered by copyright, which is whatever transcription, copy or format changes they
protected by national and international laws and binding require to enable personal access to the work, provided
agreements. Infringement may lead to prosecution and that the work is not readily commercially available in a
claims for damages by the publisher as well as the writer, suitable format. Visually impaired people may assume
illustrator and designer as relevant. that they are allowed, but must obtain prior permission,
to enlarge any CIEH document including examination
The activity sheets and images in the PowerPoint slides in
papers. Permission is granted on the understanding that
this manual may be copied by the purchaser to produce
the literary and artistic integrity of the work is respected
handouts for use in face-to-face training sessions only.
and any copyright notices and assertions of moral rights
They may not be reproduced or transmitted in any form
are included (see the procedure ‘Reasonable adjustment’
or by any means for any other purpose.
in this manual).
Similarly, the PowerPoint slides on the CD-ROM may be
8.2 To conclude, original work must not in any way be copied
used for face-to-face training sessions only and stored
(unless to facilitate visually impaired people) and, in any
electronically for this purpose, too. They may not be
case, never adapted, edited, altered, amended or distorted
reproduced or transmitted in any form or by any means
without the prior permission of the rights holder.
for any other purpose.
8.3 Any queries about rights associated with CIEH products
Authorised copying and/or adaptation must not obliterate
should initially be sent to the CIEH Middle East
any identification, such as title, logo and copyright symbol,
(middleeast@cieh.org), which will refer the query to the
that is given on the activity sheets and slides.
Development Manager and Commissioning Editor, CIEH
© CIEH, 2014 Awarding Organisation.
All rights reserved.
Other than as specified above, no permission is granted
for reproduction or adaptation of this pack, including
its constituent parts, in part or in whole in any form or
by any means without the prior written permission of
both the publisher and the relevant subsidiary copyright
holders. For avoidance of doubt, these restrictions include
(but do not define exclusively) repackaging, rebadging,
translation, distribution, broadcasting, transmission or
storage in a retrieval system.
The rights of the writer, illustrator, designer and other
copyright holders are asserted under the Copyright,
Designs and Patents Act 1988.
Training delivery
1 Purpose 6 Procedures for centres
1.1 This procedure establishes the process for the training 6.1 General administration
delivery of CIEH Person in Charge (PIC) qualifications.
6.1.1 By observing the following procedures, centres can achieve
good standards in all areas of training provision, assessment
2 Scope
and related administrative operations. Exemplar forms for all
2.1 This procedure covers the process for the training delivery centre administration activities can be downloaded from the
of CIEH PIC qualifications. CIEH website (www.cieh.org/training).
6.1.2 The centre should retain managers and a workforce
3 Responsibility
of appropriate size and competence to undertake the
3.1 The CIEH has developed a procedure to set and maintain delivery of PIC qualifications, as required by the CIEH.
standards for training delivery of all CIEH PIC qualifications.
6.1.3 All buildings and premises used by centres and invigilators
for training and assessment purposes must provide
4 Standards
appropriate and safe access for all candidates in
4.1 The Chartered Institute of Environmental Health (CIEH) accordance with relevant health and safety and equality
training delivery procedure has been developed to set legislation. Centres and invigilators are responsible for
and maintain standards for CIEH registered centres and assessing the premises used.
trainers. The procedure for training delivery describes a
6.1.4 Centres are responsible for all administration associated
minimum acceptable standard, but centres and trainers
with delivery of CIEH PIC qualifications, liaising with the
should strive to achieve as high a standard as possible.
CIEH and ensuring that trainers abide by the terms of
4.2 While the CIEH acknowledges that different trainers have their agreement.
different training styles, it requires that standards are
6.1.5 Centres must identify a single named accountable person
applied consistently across the centre and trainer network
as the Quality Assurance Contact for all aspects of quality
and that any variation is justified. For example, some
assurance and management for the assessment of PIC
centres may have access to a wider range of resources
qualifications.
than others, or problems may arise that are beyond the
trainer’s control. 6.1.6 Centres must only employ/subcontract CIEH registered
trainers who have also been approved by Dubai
5 CIEH support materials Municipality to deliver CIEH PIC qualifications. It is
incumbent on the centre to take steps to ensure that the
5.1 The use of the CIEH support materials is compulsory, as
trainer is appropriately registered.
they provide a clear indication of the scope and depth
required of the training provision. 6.1.7 Centre/trainer registration entitles centres and trainers
to deliver only those qualifications they are registered
5.2 To comply with the requirements of the centre and trainer
to deliver. If examination results are submitted to the
charters and CIEH Quality Procedure Manual, trainers are
CIEH for processing by a trainer who is not registered for
responsible for making use of CIEH support materials and
the qualification, an additional fee will be charged for
for developing their own resources to enhance training
registration approval prior to results being processed. If
delivery.
registration has to be denied because the trainer does
5.3 The CIEH Trainers’ Notes and PowerPoint presentations not have the requisite qualifications and experience,
define the minimum standard for training delivery. the results will not be processed. The centre will then
Trainers are responsible for developing and adapting the be responsible for making alternative arrangements for
content of these to meet the needs of their clients and candidates to complete the training programme and re-sit
candidates. the examination.
5.4 The CIEH produces other documentation to support 6.1.8 Centres, and in particular the Quality Assurance Contact,
centres and trainers delivering PIC qualifications that can are responsible for the standards of all the trainers
be downloaded from the CIEH Middle East website (www. employed by the centre, in tandem with the monitoring
cieh.org/middleeast). of trainers carried out by the CIEH. Centres should keep
appropriate records of all the trainers employed.
5.5 The CIEH name and logo cannot be used on a trainer’s
own materials or materials from any other source.
6.2 Equality and diversity
5.6 Trainers are also responsible for keeping the content of
6.2.1 Effective systems must be in place to ensure consistency
their training programmes up to date.
of standards and equality of opportunity.
5.7 It is strongly recommended that trainers liaise with the local
enforcement authority, as enforcement officers can provide
information and advice on current legislation and policy.
6.2.2 To maintain standards and promote equality of 7.8 Pre-course information

opportunity, centres must:
7.8.1 All candidates should be provided with appropriate pre-
• have a written equality and diversity policy that course information.
is made available to each candidate prior to the
7.8.2 Candidates have access to comprehensive pre-course
commencement of training (an exemplar policy can
information on the CIEH Middle East website (www.cieh.
be downloaded from the CIEH website (www.cieh.org/
org/middleeast), in the form of Candidate Guidelines, for
training/exemplar_documents.html)
them to consider prior to making an application.
• comply with equal opportunities legislation
7.8.3 It is the centre’s responsibility to ensure that candidates
• initiate and engage with evaluation processes – receive necessary information prior to commencing training.
evaluation is key to the development of performance
7.8.4 Where possible, clear pre-course information must be
standards of training provision and the process of
sent either to the candidate’s employer, stakeholder or
continual quality improvement.
subcontracted centre or direct to the candidate in advance
of the training. This must be a paper copy unless the centre
6.3 Complaints and appeals
is confident that all candidates have the ability to receive an
6.3.1 All centres must have written complaints and appeals electronic copy.
procedures and ensure that candidates and clients are
7.8.5 Centres and trainers must work together to guarantee
aware of these procedures.
that the content of the pre-course information fulfils the
6.3.2 Centres are required to retain all documents and statistics following required criteria:
pertaining to complaints and appeals for a minimum of
three years. • details of the venue
• course start and finish times
7 Procedures for centres and trainers
• the exact title of the qualification
7.1 A registered trainer may deliver training for CIEH PIC • the topics covered in the course
qualifications at any registered centre. While in the
employ of the centre, the trainer is responsible to the • a timed course programme
Quality Assurance Contact of that centre. By observing the • aims and objectives of the course
following procedures, trainers can achieve good standards
• examination dates
of training delivery.
• instructions on the provision of photographic
7.2 Centres must ensure that trainers are at all times able to identification on the day of the examination
provide details of their CIEH registered trainer identity,
in case they are requested to do so by a candidate or • request for information pertaining to special needs
client. Candidates and clients can seek to verify a trainer’s • a statement on the course assessment process
current registration status/identity by contacting the CIEH
• a statement on the certification process
Middle East.
• the full unabbreviated name of the CIEH
7.3 Centres must ensure that trainers are supported
appropriately and adhere to the relevant CIEH procedures. • contact details for the CIEH
• the CIEH Candidate Charter, including details
7.4 Centres must observe a training session for each trainer
of reasonable adjustment requests and special
each year and produce a report on this activity. An
consideration arrangements
appropriately-qualified person must undertake this
activity (an exemplar form for trainer observation can • information on the CIEH candidate questionnaire
be downloaded from the CIEH website (www.cieh.org/ (seeking views on the centre/trainer providing the course)
training/exemplar_documents.html). • the centre’s equality and diversity policy
7.5 Centres must maintain records of the role and • the centre’s complaints procedure
involvement of staff from partner, stakeholder or
• the centre’s appeals procedure.
subcontracted companies/organisations (for example
local job centres, businesses, enforcement authorities, And under certain circumstances:
other centres, colleges etc.) involved in CIEH PIC • a map of the venue
qualification delivery.
• a pre-course reading list
7.6 Centres must agree to provide the CIEH and associated
• details of dress code to be observed
regulatory bodies with access to premises, personnel and
records, as and when requested. • any relevant health and safety information.
7.7 Centres must agree to cooperate with CIEH auditing 7.8.6 Pre-course information must be presented to as high a
procedures (see the procedure ‘Auditing of registered standard as possible.
centres and trainers’ in this manual).
7.9 Appropriate training solutions 7.10.6 It is the responsibility of the trainer at the outset of each
course to disseminate appropriate health and safety
7.9.1 Centres and/or trainers should assess client and candidate
information to all candidates. If required, health and
needs and recommend appropriate training, including,
safety information should be included in the pre-course
if necessary, conducting an initial assessment. An Initial
information for candidates.
Assessment Form is available on the CIEH Middle East
website (www.cieh.org/middleeast). Third parties, such as 7.10.7 Trainers should endeavour to work to the timed programme
stakeholders or subcontracted centres, may also conduct provided as part of the pre-course information and
such assessments. Lack of detailed assessment in this area training support documentation. They should also ensure
may result in dissatisfied clients and candidates. that the syllabus is covered in no less than the minimum
amount of time stipulated by the CIEH (trainer-led time is
7.9.2 Any training needs analysis or initial assessment of
the time taken to deliver the actual training and does not
candidates should be passed to the trainer in sufficient
include refreshment breaks, revision sessions or mock/
time for the trainer to use the information gathered to
actual examinations – time taken for workplace visits is also
develop an appropriate training plan.
supplementary to the minimum programme length, unless
7.9.3 The trainer should endeavour at all times to provide the visit is used as a means of delivering core content).
training that relates to the candidates’ working practices
7.10.8 It is the responsibility of the trainer to maintain an
and environments. Trainers should encourage learning
accurate attendance list throughout the course, together
development by precisely connecting how knowledge
with details of any reasonable adjustments that may
gained on the training programme may be effectively
be required in the examination which have not been
implemented in the workplace and/or enable candidates
previously notified. Candidates should sign in when
to progress to other appropriate qualifications.
they enter the training room, and sign out and back in
7.9.4 Trainers should initiate discussion with candidates when they take any breaks other than those designated
regarding the fulfilment of course objectives and by the trainer in the course plan (however, short breaks
encourage progression. of less than ten minutes can be permitted if necessary
without having to sign out). The attendance list should be
7.9.5 Trainers should provide candidates with realistic
dated and signed before being handed to the invigilator
expectations regarding their likely level of success. This will
prior to the examination. A Notification of Reasonable
include a recommendation for either Level 2 or Level 3 PIC
Adjustment Form should be completed, where necessary,
training and assessment.
before also handing to the invigilator.
Effective management of all issues relating to
7.10 7.10.9 The trainer must ensure that the details of each candidate
delivery of the training programme are recorded on a summary sheet provided by the CIEH. At
the end of the course, the completed document should be
7.10.1 Trainers should ensure that sufficient time is allocated
given to the invigilator before leaving the training room.
to cover adequately all proposed course content in
accordance with the needs of candidates, clients and
7.11 Level and method of delivery
the CIEH. Each training course should be supported by a
written course plan (a session/lesson plan for the whole 7.11.1 Trainers should utilise information received from
course) that has documentary evidence of regular review. clients and candidates prior to the course to determine
The course plan should be provided to the CIEH Middle appropriate training methods. Trainers should take
East at least three days before the training is due to start account of candidates’ prior experience and skills when
and should include training dates and timings, details of deciding on suitable training methods. The level and
the venue, the number of candidates, the course language method of delivery should be appropriate to candidates’
and the examination time. Any changes in the planned needs and the size of the group.
schedule should be reported to the CIEH Middle East.
7.11.2 Trainers should use a range of activities to encourage
7.10.2 Where possible, clients’ and candidates’ training needs participation and promote inclusion. Adequate time
should be assessed to determine the appropriate focus should be allocated for each activity, including time for
and approach of the training. feedback.
7.10.3 Trainers must confirm the language of the examination 7.11.3 As part of the commitment to promoting inclusion,
with every candidate on the first day of the training, to trainers must assess individual candidate requirements
ensure that he/she can fully understand the language with regard to the following categories:
used for assessment.
• a permanent or long-term disability, medical condition
7.10.4 Trainers must only provide training for PIC qualifications or specific learning need
if they are registered to do so and through a registered
• a temporary disability, medical condition or specific
centre.
learning need
7.10.5 Trainers should allow sufficient time for their own
• indisposition at the time of the examination
pre-course preparation, especially with regard to
essential tasks such as organising appropriate training • the use of a second, or additional, language.
accommodation and developing training resources.
Once these have been noted, appropriate training 7.13.2 An annual appraisal/review of all of the above documents
and assessment methods must be used in order that must take place for each trainer and a record of this
the candidate is not unfairly disadvantaged in terms annual appraisal/review must be retained for a minimum
of gaining his/her qualification. It is the centre’s of three years (this applies also to single-trainer centres).
responsibility to ensure that all candidates requiring
7.13.3 Trainers must ensure that they have the technical
reasonable adjustment and special consideration are
knowledge, skills and ability to deliver the qualification at
satisfied (see the procedures ‘Reasonable adjustment’
the level set.
and ‘Special consideration’ in this manual) and that
the CIEH Middle East is provided with details of any 7.13.4 Trainers must be sufficiently familiar with the technical
reasonable adjustments required in advance of the content of courses to be able to respond fully and
training if at all possible. This is facilitated by a request accurately to candidates’ questions.
for the candidate to provide details of their requirements
7.13.5 Trainers are required to complete 30 hours of CPD every year
which may require reasonable adjustment intervention.
(see the procedure ‘Registering trainers’ in this manual).
7.12 Assuring the quality of training resources 7.13.6 Trainers should keep their knowledge up to date by:
7.12.1 Training resources include any visual/physical aid or • reading appropriate professional journals
material used in the delivery of training. Trainers are
• accessing up-to-date industry guides, codes of practice
required to use the training materials provided by the CIEH
and other useful publications
but are also encouraged to use a wide range of training
resources to enhance candidates’ learning experiences. • attending appropriate seminars and training events
7.12.2 Centres must ensure that all trainers have training • undertaking formal continuing professional
resources that are up to date, relevant, accurate and development activity
engaging. Training resources should be reviewed by the
• ensuring they have recent relevant work experience.
centre annually and a record kept of the review for a
minimum of three years. Trainers are responsible for maintaining records of all the
above activities and training.
7.12.3 Before each course, trainers should check that the training
resources are sufficient to meet candidates’ needs. 7.13.7 Trainers’ competence is also regularly assessed by the CIEH
(see the procedure ‘Registering trainers’ in this manual).
7.12.4 It is the responsibility of the trainer to ensure that any
changes in legislation or policy are incorporated in to the
Supporting evaluation processes to maintain
7.14
training resources at the earliest opportunity.
standards
7.12.5 The quality of training resources must be assured and
7.14.1 The centre is responsible for ensuring that all candidates
they should be fit for purpose.
complete an evaluation form which includes all of the
CIEH requirements listed below. These must be retained
7.13 Knowledge of the trainer
by the centre for a minimum of one year.
7.13.1 Centres, and in particular the Quality Assurance Contacts,
7.14.2 Where appropriate, trainers should initiate discussion with
are responsible for the standards of all the trainers
the candidates and/or associated clients with regard to
employed by the centre. Centres must keep appropriate,
the fulfilment of course objectives.
up-to-date records of all the trainers employed (this applies
also to single-trainer centres). Records should include: 7.14.3 Trainers should provide candidates with an end-of-course
evaluation form to determine their perception of the
• trainer registration number
course. An exemplar Course Evaluation Form is available on
• contact details of the trainer the CIEH Middle East website (www.cieh.org/middleeast).
• current trainer agreement 7.14.4 The centre must ensure that all evaluation documentation
is clear, comprehensive, straightforward to complete and
• qualifications registered by the trainer
presented to a high standard.
• current curriculum vitae (CV)
7.14.5 The anonymity of candidates completing the evaluation
• evidence of continuing professional development (CPD) forms should be protected.
• evidence of recent independent/in-house training or 7.14.6 The evaluation form provided to all candidates should
study include the opportunity to comment on:
• evidence of recent vocational experience for each • the training venue
subject provided by the trainer (within two years).
• the content of the course
• the quality of the training delivery
• the trainer’s discussion of course objectives
• strategies to promote inclusion.
7.14.7 Course evaluations should be considered as part of the

centre’s review process. Areas for improvement should
lead to appropriate corrective action being taken. Notes
arising from the review (including details of corrective
actions taken) must be retained for a minimum of three
years.
7.14.8 The CIEH also encourages feedback from candidates at
the end of their courses in order to help inform future
developments.
7.14.9 Candidates are encouraged to complete a CIEH
questionnaire evaluating their own experiences of
training and support provided by centres. The candidate
questionnaire can be downloaded from the CIEH website
(www.cieh.org/training/customer_services.html) and
completed questionnaires should be submitted to the
CIEH Middle East. The Quality Assurance Manager reviews
all completed candidate questionnaires.
7.15 Conduct of examinations

7.15.1 See the procedure ‘Examination management’ in
this manual.
Use of CIEH training support services

1 Purpose 4.8 The CIEH reserves the right to update, develop or cancel
the CIEH-Coursefinder service at any time.
1.1 This procedure establishes the process for using CIEH
training support services. 4.9 When audited by the CIEH, the CIEH-Coursefinder
option(s) may be included in the assessment.
2 Scope
5 MyCIEH
2.1 This procedure covers the process for using CIEH training
support services. 5.1 MyCIEH is an online community exclusively for CIEH
trainers, centre contacts and members. MyCIEH can
3 Responsibility be used to update contact details, manage CPD, share
knowledge and voice opinions, or simply to access a wide
3.1 The CIEH provides a range of support services to CIEH
range of downloadable resources.
registered centres in order to maintain and enhance the
quality of CIEH training delivery. These support services 5.2 Users are not permitted to post any form of content or
must be used in accordance with the terms and conditions third-party links that directly discuss or assist with answers
provided for each of the services. to CIEH examination questions. Any discussion of answers
to CIEH examination questions will be referred to the
4 CIEH-Coursefinder CIEH Quality Assurance Manager for investigation.
4.1 To be visible on CIEH-Coursefinder, results must have been 5.3 Any use of MyCIEH to compromise the integrity of
submitted for processing within the previous 12-month CIEH qualifications may result in the removal of the
period. user’s access privileges to MyCIEH and the suspension
or withdrawal of trainer registration (see the procedure
4.2 Newly registered centres are automatically opted into
‘Sanctions’ in this manual’).
CIEH-Coursefinder for three months, unless a centre has
opted out of the service at the point of registration. If 5.4 Any discussion of answers to CIEH examination questions
results have not been submitted within the initial three- must be reported in writing to the CIEH Quality Assurance
month period, the centre is automatically opted out of Manager, care of the CIEH Middle East. All reports to the
CIEH-Coursefinder until a set of results is received for Quality Assurance Manager are confidential.
processing.
4.3 A centre can opt out of CIEH-Coursefinder at any time.
It takes up to 14 working days for the change in option to
be processed.
4.4 It is necessary to comply with the criteria for the selected
option as specified below:
4.4.1 Option 1 – opt in
i Register the centre with the CIEH*.
ii Submit at least one set of results within the 12-month
period.
iii *Newly registered centres automatically show on
CIEH-Coursefinder for three months to assist with
initial promotion unless an opt-out is requested.
4.4.2 Option 2 – opt out
There is also the opportunity to opt out of the
CIEH-Coursefinder service.
4.5 Breach of the registration conditions by either the centre
or trainer may result in an automatic opt-out from
CIEH-Coursefinder.
4.6 Centres that have been suspended or withdrawn
automatically trigger an opt-out from CIEH-Coursefinder.
To be reinstated, centres need to complete an option form
and the CIEH reserves the right to refuse an opt-in request
(see the procedure ‘Sanctions’ in this manual).
4.7 Complaints and comments about the service should be
addressed to the CIEH Middle East.
Examination process
1 Purpose 3 Responsibilities
1.1 This procedure graphically portrays the process utilised 3.1 The responsibilities of parties are as defined in the
by the CIEH in the provision of Person in Charge (PIC) flowchart, which shows the sequence of operations and
certification. interactions of the examination process. It defines the
activities of the registered centre, the candidate, the CIEH
2 Scope Middle East, the CIEH Head Office, the invigilator and the
trainer in respect of CIEH PIC examinations.
2.1 This procedure covers how the CIEH PIC examination
process is managed.
Centre Centre
1 Centre identifies course
3 Centre advertises
START dates, which it confirms
course on internet.
with CIEH Middle East.
Candidat
Candidate
6 Candidate completes application form and confirms they

4 Candidate 9 Candidate attends
have read and understood Candidate Guidelines. They return
contacts centre training course,
application form to CIEH Middle East. (Alternatively, trainer
to book place bringing along CIEH Mid
completes application form on first day of course and candidate
on course. photographic ID.
signs it. Completed forms are given to invigilator.)
CIEH Middle East
8 CIEH Middle East

7 CIEH Middle East records candidate details from application
confirms booking
2 CIEH Middle form, including reasonable adjustment requirements,
of invigilator
East schedules and makes necessary arrangements (if possible, centre CIEH Hea
and number
invigilator. is encouraged to provide this information in advance, if
of candidates
application is not provided by candidate).
attending training.
CIEH Head Office
Invigilato
Invigilator
Trainer Trainer
5 Candidate is initially assessed by trainer, who confirms

which course they should attend. Candidate is directed
to application form on CIEH Middle East website and to
read Candidate Guidelines.
CIEH Person in Charge Quality Procedure Manual – Version 2, 2014
Centre Centre
Candidate
Candidate
16 Candidate
10 Candidate completes
completes
training course.
examination.
CIEH Middle East CIEH Mid
12 CIEH Middle East records candidate

details and confirms any reasonable
adjustment requirements. It then
prepares examination papers for
invigilator.
CIEH Head Office CIEH Hea
Invigilator
13 Invigilator signs out examination 14 Invigilator updates Invigilator may identify 15 Invigilator sets Invigilator
papers at CIEH Middle East records to confirm any reasonable up room for
office in Dubai, checks candidate all candidates in adjustment requirements examination
details on attendance list and attendance and records before examination according to CIEH
completes reasonable adjustment that photographic ID begins and complete examination
documentation. check was completed. relevant forms. procedures
Trainer
11 Trainer completes Summary Sheet

on first day of course with candidate
Trainer
names, then attendance, before
handing to invigilator on last day.
CIEH Person in Charge Quality Procedure Manual – Version 2, 2014
Centre
23 Centre receives details of examination

outcome and checks certificates before
forwarding to candidate.
Candidate
24 Candidate receives
certificates or details of
examination outcome.
CIEH Middle East

18 CIEH Middle East signs in
19 CIEH Middle East records examination details on
examination papers, updates stock 22 On arrival, CIEH Middle East checks
database, scans documents and retains copies, before
with any unused papers, collates certificates and records receipt on
sending original examination papers and associated
Reasonable Adjustment and Special spreadsheet. Sends certificates to
documents to CIEH Head Office including a covering
Consideration Forms if applicable centre for it to forward to candidate,
letter and copies of Reasonable Adjustment/Special
and checks spreadsheet matches and records date on spreadsheet.
Consideration Forms where applicable.
documentation received.
CIEH Head Office
20 CIEH Head 21 CIEH Head Office issues certificates,

Office processes candidate letters and covering letter, sends
examination to CIEH Middle East once a week by DHL and
papers. tracks. Emails results to CIEH Middle East.
Invigilator
17 Post-examination check:
• invigilator record sheet completed
• Summary Sheet completed and signed
• Answer Information Sheet completed
• Reasonable Adjustment Form completed if applicable
• Special Consideration Form completed if applicable
• all used and unused examination papers collected
• copy of spreadsheet updated.
Trainer
Appointing and using invigilators

1 Purpose 5 Function of invigilators
1.1 This procedure establishes the process for appointing 5.1 Invigilators are required to attend the CIEH Middle
and using invigilators for CIEH Person in Charge (PIC) East office in Dubai to sign out the agreed number
examinations. of examination papers for the examination they are
invigilating.
2 Scope
5.2 Invigilators also collect details of each candidate,
2.1 This procedure covers the process for appointing and documented on a record form, together with details of
using invigilators for CIEH PIC examinations. any reasonable adjustments that are required for the
examination.
3 Responsibility
5.3 While in possession of the examination papers,
3.1 The CIEH is required to appoint suitable individuals to invigilators must take steps to keep the papers secure at
invigilate examinations. These individuals must not be all times, for example using a cupboard with a secure lock.
involved in PIC or food safety training delivery and must
5.4 Invigilators must ensure that they arrive at the
not have any conflict of interest arising from the role they
examination venue in sufficient time to carry out a
fulfil and the candidates being examined.
contract review, which confirms that the:
3.2 Newly appointed invigilators undergo familiarisation of
• candidate has sufficient prior experience and/or
their responsibilities and the examination procedures.
certification to be entered for the examination
4 Actions • candidate’s name corresponds to the photographic
identification provided
4.1 The CIEH takes steps to identify and appoint individuals
to fulfil the role of invigilator. • candidate has attended at least 80% of the training
programme.
4.2 Invigilators must:
5.5 Once these checks are concluded, the invigilator
i. be trustworthy and capable of fulfilling defined
countersigns the summary sheets received from
procedures within an agreed timescale
the trainer. The trainer is then required to leave the
ii. have no food safety specialist subject knowledge examination room.
iii. be willing to sign and adhere to a confidentiality 5.6 The invigilator must conduct the examination following
and impartiality agreement and a conflict of interest the CIEH examination procedure (see the procedure
agreement on an annual basis ‘Examination management’ in this manual).
iv. be willing to be observed in their role by a CIEH 5.7 On completion of the examination, the invigilator must
representative on at least two occasions each year. collect all documentation and, in the presence of the
candidate, check that it has been completed correctly.
4.3 Invigilators are remunerated for performing their role on
terms agreed on appointment. 5.8 The invigilator must then immediately return the
examination papers to the CIEH Middle East office in
4.4 CIEH members of staff may also act as invigilators.
Dubai, keeping them secure at all times.
5.9 On arrival at the CIEH Middle East office in Dubai,
invigilators sign in the used and unused papers with the
CIEH Middle East representative, who maintains a written
record of what has been used and returned.
Examination management
1 Purpose 7.3 Only candidates and examination personnel are
permitted to enter the examination room.
1.1 This procedure establishes the process for the management
of examinations for CIEH Person in Charge (PIC) qualifications. 7.4 The CIEH and the regulatory bodies (for example Dubai
Municipality and Dubai Accreditation Centre) have a legal
2 Scope right of access to the examination room.
2.1 This procedure covers the process for the management 7.5 A board displaying the centre number, trainer number, the
of examinations for CIEH PIC qualifications. It should be date and the start and finish times of the examination
read in conjunction with any specific guidance issued as should be clearly visible to all candidates.
part of the support documents for a qualification.
7.6 The examination room must not contain displays of
material that could be deemed to be of assistance to
3 Responsibility
candidates in the completion of the examination.
3.1 The CIEH, as the certification body, has defined the
procedures that must be conducted, on its behalf, by the 8 Desk specifications
appointed invigilator.
8.1 Candidates should be seated at separate desks that should
normally be placed at a distance of not less than 1.25
4 Managing examination papers
metres apart (measured from the centre of the desk). In
4.1 See the procedure ‘General administration’ in this manual. circumstances where candidates share a large desk, there
should be a distance of at least one metre between seats.
5 Storage of examination papers If the recommended distances cannot be fulfilled, multiple
versions of the examination paper should be used.
5.1 The CIEH Middle East takes receipt of examination papers
from the CIEH Head Office. 8.2 All seating should be arranged to prevent candidates from
being able to overlook each others’ work. Individual desks
5.2 On receipt, the examination papers are checked and
should also be arranged to ensure that all candidates face
counted, and a written record of stock, by examination
the same direction.
paper code, is retained. The examination papers are
stored securely by the CIEH Middle East. A safe or a non- 8.3 At the request of the CIEH, the invigilator should be able
portable, lockable cabinet or other similar storage system to provide a copy of the seating plan indicating where
is used. The storage system is within a secure room with each candidate was seated during the examination. This
restricted access. seating plan should include the date of the examination
and title of the qualification, and be dated and signed by
5.3 When the examination papers are transported between
the invigilator. This will be retained by the CIEH Middle
the CIEH Middle East office in Dubai and the examination
East for a minimum of three years.
venue by the invigilator, they are transported in a case
with a secure lock.
9 Conduct of invigilators
5.4 If it is considered that the security of the examination
9.1 Invigilators have a key role in upholding the integrity of
papers has been compromised, the CIEH Middle East
the examination process and are, therefore, responsible
should be contacted immediately. The CIEH will conduct
for its proper conduct. It is the responsibility of the CIEH
a full investigation, which may result in the affected
Middle East to appoint and brief suitably qualified and
examination papers being withdrawn from use.
experienced personnel to act as invigilators (see the
procedure ‘Appointing and using invigilators’ in this manual).
6 Function of invigilators
9.2 Relatives, close associates and friends of any candidates
6.1 See section 5 of the procedure ‘Appointing and using
taking the examination cannot act as an invigilator.
invigilators’ in this manual.
9.3 Invigilators must arrive at the venue in good time and
7 Examination room there should be at least one invigilator for every 20
candidates.
7.1 The examination room should provide appropriate levels
of heating, lighting and ventilation, and the type of 9.4 If only one invigilator is required, he/she must be able
seating should be suitable for the candidate’s comfort. to summon assistance without leaving the examination
room or disturbing the candidates, should the need arise.
7.2 The examination room should be as quiet as possible. If
appropriate, a sign should be displayed outside the room
to identify that it is being used for an examination.
10 Before the examination • draw candidates’ attention to the instructions on the

front of the examination paper
10.1 Prior to the start of the examination, invigilators must
ensure that: • ensure candidates are clear about the logistics of
completing answer information sheets/examination
• the room is set up correctly
papers and what personal details they need to enter
• a clock showing the accurate time is clearly visible to
• advise candidates of any errata notices
all candidates
• announce clearly when candidates can begin and
• contract reviews are carried out to confirm:
specify the time allowed
−− the identity of each candidate (a record of the
• write start and finish times on a board that is clearly
type of photographic identification provided by
visible to all candidates.
each candidate for each examination – not a
photocopy of the actual ID – must be kept for
12 During the examination
three years)
12.1 Invigilators must supervise candidates throughout
−− each candidate has the pre-requisite qualifications
the entire examination. They must be alert in their
and/or experience required for the examination
observation of candidates and must give their whole
−− each candidate has attended at least 80% of the attention to the proper conduct of the examination.
training course
12.2 Invigilators must not undertake any other activities while
• appropriate steps to address reasonable adjustment invigilating. For example, they cannot act as a reader or
requirements have been taken writer for any candidate requiring such assistance, nor can
they provide translations or interpretations. Candidates
• only the official examination stationery is issued to
requiring readers or writers are normally accommodated
candidates
in a separate room.
• the seal has not been broken on the examination
12.3 Invigilators should complete and sign the summary sheets
papers (papers are supplied with a matching answer
as required by the CIEH.
information sheet inside a sealed polythene bag – the
seal must only be broken by the candidate at the start
13 Late arrival of candidates
of the examination)
13.1 Candidates who arrive after the timetabled start of the
• candidates only bring into the room equipment
examination should generally be allowed to enter the
required to complete the examination
room and to sit the examination paper, providing no other
• any unauthorised items, materials and equipment candidate has left the examination room prior to the
(including mobile phones, iPods, iPads, tablets, laptops latecomer(s) being admitted and it does not compromise
etc.) are collected and placed out of the candidates’ the invigilation of the other candidates.
reach.
13.2 Late candidates may be allowed the full time if this is
10.2 An examination checklist is available from the CIEH practical for the invigilator.
Middle East website as an aide memoire.
13.3 Invigilators should note the circumstances of a candidate’s
late arrival and a written report should be submitted to the
11 Starting the examination
CIEH Middle East using the Request for Special Consideration
11.1 Before candidates can begin their examination, the Form (which can be downloaded from the CIEH Middle East
invigilator must: website (www.cieh.org/middleeast); see also the procedure
‘Special consideration’ in this manual).
• inform candidates that they are now subject to the
rules of the examination and that they must not
14 Leaving the examination room
communicate with any other candidates during the
examination 14.1 For examinations of two hours or more in length,
candidates must remain in the examination room for a
• ensure candidates understand precisely such actions
minimum of one hour after the announced starting time.
that may be regarded as misconduct and the
consequence of such actions 14.2 For examinations of less than two hours in length,
candidates who complete before the announced finishing
• check that candidates have brought in the correct
time should be allowed to leave the examination room
writing materials
quietly after handing in their answer information sheets
• check that candidates have the correct papers and examination papers for checking by the invigilator.
Once a candidate has left the examination room on
• ask the candidates to break the seal on the
completion of the examination, he/she cannot be
examination paper and check that the code on the
readmitted.
examination paper matches that on the answer
information sheet
14.3 If a candidate needs to leave the room temporarily, 17.3 If, during evacuation, the candidates have been closely
he/she must be accompanied by an invigilator or supervised and the invigilators can be assured that
other member of staff to ensure that he/she does not there has been no breach of examination security, i.e.
communicate with anyone. candidates did not communicate with each other, nor any
other person, nor consult any books or notes while they
14.4 If a candidate needs to leave the examination room
were out of the examination room, then the examination
and is unable to return, the centre should complete a
may be resumed and the remaining time permitted
Request for Special Consideration Form and forward it
should be calculated according to the time lost during the
with the candidate’s results to the CIEH Middle East.
evacuation.
The candidate’s work will be assessed if there is sufficient
information and content to make a reliable assessment. 17.4 If it is considered that the security of the examination
(See the procedure ‘Special consideration’ in this manual.) has been compromised, the CIEH Middle East should be
contacted immediately for advice.
15 Misconduct/irregularities
18 Return of examination materials
15.1 If an invigilator observes any inappropriate behaviour,
such as any form of cheating, talking or intentionally 18.1 All examination materials (answer information sheets,
disturbing other candidates, he/she must intervene to summary sheets and examination papers) should be
ensure that it does not continue. With serious incidents returned by the invigilator to the CIEH Middle East on the
of such behaviour, the candidate should be instructed to same day as the examination. If this is not possible, they
leave the examination room after having his/her answer must be kept in secure storage and returned the next day.
information sheets and examination papers collected.
18.2 The CIEH Middle East is responsible for the safe and
15.2 Any disturbance to the conduct of the examination must timely delivery of all completed examination materials to
be recorded and a written report should be submitted the CIEH Head Office by ensuring that courier delivery is
to the CIEH Middle East using the Request for Special used. The CIEH Middle East should retain the records of
Consideration Form, so that consideration may be given delivery for a minimum of three years.
to the affected candidates. (See the procedure ‘Special
18.3 The CIEH Middle East must make and retain copies of
consideration’ in this manual.)
the answer information sheets and summary sheets
until the certificates are received, whereupon the answer
16 End of the examination
information sheets should be securely destroyed. A copy
16.1 Between five and 15 minutes before the end of the of the summary sheet should be retained for a minimum
examination, the invigilator should remind the candidates of three years.
of the time remaining.
18.4 The CIEH cannot be held responsible for any loss of or
16.2 At the end of the examination, candidates should be damage to examination materials during transit.
instructed to stop working.
18.5 All Notification of Reasonable Adjustment Forms and
16.3 The invigilator must then: Request for Special Consideration Forms should be
• remind candidates to check that they have entered all included in the same envelope as the examination papers,
the required information on their answer information if they have not been sent before the examination (see
sheets and examination papers the procedures ‘Reasonable adjustment’ and ‘Special
consideration’ in this manual).
• collect and check all answer information sheets and
examination papers before candidates leave the room
19 Examination feedback
• ensure that answer information sheets and
19.1 Examination Feedback Forms can be downloaded
examination papers are secure before returning them
from the CIEH website (www.cieh.org/training/
to the CIEH Middle East.
customer_services.html). Examination feedback is
valuable to the CIEH as it is used to improve the quality
17 Emergencies
of future examinations. Invigilators should complete
17.1 If an emergency occurs during the examination, for an Examination Feedback Form whenever they have
example a fire alarm or bomb scare, the examination feedback on any question and/or examination paper.
room must be evacuated in accordance with the
19.2 All comments about questions are logged in the notes
instructions of the appropriate authority.
for the specific questions on the CIEH question bank, for
17.2 A report detailing the date and time of the incident must review by a panel of subject experts.
be must be recorded, and a written report should be
19.3 Written responses can be provided on request for all
submitted to the CIEH Middle East using the Request for
trainer indictments and/or complaints.
Special Consideration Form (see the procedure ‘Special
consideration’ in this manual). 19.4 The CIEH Middle East is required to retain all Examination
Feedback Forms for a minimum of three years.
20 Examination re-sits 21.4 If no response from the centre is forthcoming after 14

days, correspondence will cease and the batch of results
20.1 In the event of a candidate failing to achieve a pass
with incorrect or missing information will be archived.
grade, he/she may re-sit an examination once without
On contact from the centre and receipt of the correct or
attending a training course.
missing information, results processing will recommence.
20.2 If the candidate fails a re-sit examination, he/she must
21.5 The CIEH Head Office processes the examinations and
undertake the full training programme again before being
returns the results and certificates to the CIEH Middle East
allowed another attempt at the examination.
by courier within five working days.
21 Processing of results 21.6 The CIEH Middle East records the results and sends the
results and certificates to the centre for onward dispatch
21.1 All completed examination documents are returned to the
to the candidates, together with a covering letter.
CIEH Middle East by the invigilator.
21.7 The CIEH also issues notification of results by email for
21.2 The CIEH Middle East makes scans and stores copies of
scan-marked examinations. This service ensures that
each completed examination paper, prior to the papers
results can be promptly issued to centres, so that they
being sent, with the completed summary sheet and
may inform candidates at the earliest opportunity.
covering letter, to the CIEH Head Office for processing.
21.8 If results are submitted by a centre that has been inactive
21.3 It is crucial that all examination documents are completed
for a period of two years, results may not be processed
clearly and correctly. Incorrect or missing information will
until a fee has been paid (see the procedure ‘Sanctions’ in
delay the processing of results. Batches with incorrect
this manual). Centres that have been inactive for a period
or missing information will be referred to Examination
of more than 12 months may be required to undergo an
Services, who will endeavour to resolve the issues as
audit (see the procedure ‘Sanctions’ in this manual).
quickly as possible by contacting the centre directly.
22 Candidate appeals
22.1 See the procedure ‘Candidate appeals’ in this manual.
Reasonable adjustment
1 Purpose The principle of reasonable adjustment for
4
assessment
1.1 This procedure establishes the process for managing
requests for reasonable adjustments for CIEH Person in 4.1 Any reasonable adjustment for assessment must ensure
Charge (PIC) examinations. that the candidate can still present evidence that:
• meets the specification
2 Scope
• allows assessment.
2.1 This procedure covers the process for managing requests
for reasonable adjustments for CIEH PIC examinations. 4.2 Any reasonable adjustment for assessment must not
unfairly advantage the candidate.
3 Responsibility
4.3 There may be circumstances where the principle of
3.1 The Chartered Institute of Environmental Health (CIEH), reasonable adjustment cannot be applied.
as the certification body, is committed to providing
all candidates with an equal opportunity to achieve 5 Notification of reasonable adjustment
qualifications through the provision of alternative
5.1 Centres must make a formal application for reasonable
assessment arrangements where necessary. It has defined
adjustment to the CIEH Middle East by submitting one
the parameters within which reasonable adjustments can
Notification of Reasonable Adjustment Form for each
be made for an examination.
affected candidate. This form is available on the CIEH
3.2 Candidates may need reasonable adjustment to Middle East website (www.cieh.org/middleeast). A copy of
undertake an examination if: this form should be retained by the centre for three years.
• they have a permanent or long-term disability, 5.2 Ideally, this form should be received by the CIEH Middle
medical condition or specific learning need East before the examination, in order to provide sufficient
time for the request to be reviewed and approved/
• they have a temporary disability, medical condition or
rejected and, if required, special arrangements to be
specific learning need
made. If this is not possible, the completed form must
• they are indisposed at the time of the examination be given to invigilator before the examination and, if it
is possible to accommodate the reasonable adjustment
• an examination is conducted in a candidate’s second,
required, for example extra time for a dyslexic candidate,
or additional, language.
the invigilator has responsibility for implementing this
3.3 General centre responsibilities include: adjustment. The completed form is then attached to the
batch of answer information sheets/examination papers
• deciding during the recruitment process that
when they are returned to the CIEH Middle East. Forms
candidates are ultimately capable of meeting the
received after examination papers have been submitted
requirements of the qualification
may mean that certification is withdrawn from the
• identifying any candidate requirements and giving candidate.
due consideration as to how they might affect
5.3 On receipt of a Notification of Reasonable Adjustment
successful completion of the qualification
Form, the CIEH Middle East will review each case
• diagnosing the requirements of each candidate and respond to the centre in writing. If a request for
individually, making use of specialist advice where reasonable adjustment is rejected, the centre may appeal
necessary, and advising candidates accordingly against this decision, in writing, within 28 days.
• agreeing with the candidate prior to commencing the 5.4 For any considerations not specified within the guidelines
course the adjustments that are required of this document, requests must be submitted to the
CIEH Middle East for special consideration prior to
• ensuring that the candidate is adept in the use of the
the examination date using the Request for Special
special arrangements
Consideration Form (which can be downloaded from the
• ensuring that suitably qualified personnel check that CIEH Middle East website, www.cieh.org/middleeast; see
the evidence is current and relevant to the candidate the procedure ‘Special consideration’ in this manual).
A copy of this form should be retained by the centre for
• ensuring that all records and evidence relating to
three years.
reasonable adjustments are kept for three years
following certification
Categories of need and accompanying
6
• sending details of reasonable adjustments required reasonable adjustments
to the CIEH Middle East as soon as possible, using the
6.1 Candidates with a physical impairment may require the
Notification of Reasonable Adjustment Form, before
use of:
the training course commences, in order to provide
sufficient time for special arrangements to be made. • a reader and/or writer and/or interpreter
• suitable mechanical/electronic aids
• an alternatively presented examination paper, for 7 General responsibilities of readers and writers
example enlarged or modified print, different paper
7.1 A reader/writer is a person who, on request, will read/write
colour.
for the candidate:
There is an extra 25% time allowance.
• all or any part of the examination paper
6.2 Candidates with a visual impairment may require the use of:
• all or any part of the candidate’s answers.
• a reader and/or writer and/or interpreter
7.2 A reader may also act as a writer and vice-versa.
• suitable mechanical/electronic aids
7.3 The use of a reader/writer should neither advantage
• an alternatively presented examination paper, for the candidate unfairly nor disadvantage the candidate
example enlarged or modified print, different paper further.
colour.
7.4 The reader/writer should not normally be the candidate’s
There is an extra 25% time allowance. course trainer or a subject specialist, but there may be
circumstances where this is unavoidable. In such cases, it
Permission must be obtained to enlarge the examination
should be noted in the relevant place on the Notification
paper and any other CIEH materials (see the procedure
of Reasonable Adjustment Form. On no account should a
‘Copyright’ in this manual). Both the enlarged paper
relative, colleague or friend of the candidate be used as a
and the standard-size paper must be returned to the
reader/writer.
CIEH Middle East attached to the completed answer
information sheet. 7.5 Readers and writers must not in any way attempt
to modify either the content of the answers given
6.3 Candidates with a hearing impairment may require the
by candidates or any of the specific qualification
use of:
requirements.
• a communicator and/or interpreter
7.6 It is recommended that prior to undertaking the
• suitable mechanical/electronic aids examination, the candidate, wherever possible, should
have practice with a reader/writer.
• any additional aids as recommended by a specialist
teacher of deaf people. 7.7 Candidates using the services of a reader/writer must
be accommodated separately during the examination
to avoid disturbing other candidates. However, several
6.4 Candidates with learning difficulties (for example such candidates attempting the same paper may be
dyslexia) may require the use of: accommodated together in the same venue.
• a reader and/or writer 7.8 During the examination, the reader/writer must not
give any factual help to the candidate nor offer any
• audio/visual aids as appropriate to the needs of the
suggestions concerning which questions to attempt, when
candidate
to move on to the next question or in which order the
• an alternatively presented examination paper, for questions should be answered.
example enlarged or modified print, different paper
7.9 Both readers and writers are responsible to the invigilator.
colour.
7.10 Invigilators may not act as either readers or writers during
an examination.
6.5 If a candidate suffers from medical conditions, individual
7.11 Failure to comply with any of these guidelines could result
arrangements can be made as appropriate to the
in the candidate being disqualified.
candidate’s needs. There is an extra 25% time allowance
available.
8 Further guidance on the use of readers
6.6 If the examination paper in a candidate’s second, or
8.1 Candidates may be assisted by the services of a reader if
additional, language, they may require the use of:
they have either a long-term or a temporary disability that
• a CIEH foreign language examination paper prevents them from completing the examination in the
usual way.
• a non-electronic bilingual dictionary
8.2 The reader should be a responsible adult who is able to
• an electronic translator, provided the device is neither
read accurately and at a reasonable rate.
able to access the internet nor seek guidance from
other sources 8.3 The reader may read the same question(s) as often as
requested, providing it is within the time allowed.
• a reader and/or writer.
Guidance on the use of communicators for

9
hearing-impaired candidates
9.1 Arrangements for the use of a communicator are made
by the CIEH Middle East in consultation with a teacher of
deaf people or local advisory service as appropriate.
9.2 The communicator must be a qualified teacher of deaf
people.
9.3 The communicator should be a responsible adult but must
not be a relative, colleague or friend of the candidate.
9.4 The role of the communicator is primarily to be available
to interpret when requested to do so by the candidate.
9.5 A note detailing the communication method employed
should be entered on the Notification of Reasonable
Adjustment Form.
9.6 It should be noted that failure to comply with any of these
guidelines could result in the candidate being disqualified.
10 Candidate appeals
10.1 Candidates have a right to appeal against a decision not
to grant a request for reasonable adjustment. See the
procedure ‘Candidate appeals’ in this manual.
Special consideration
1 Purpose 5 Candidate appeals
1.1 This procedure establishes the process for managing 5.1 Candidates have a right to appeal against a decision
requests for special consideration for CIEH Person in not to grant a request for special consideration. See the
Charge (PIC) examinations. procedure ‘Candidate appeals’ in this manual.
2 Scope
2.1 This procedure covers the process for managing requests
for special consideration for CIEH PIC examinations.
3 Responsibility
3.1 The CIEH, as the certification body, is committed to equal
opportunity for all and so has defined the parameters
within which requests for special consideration can be
made for an examination.
4 Actions
4.1 A request for special consideration may be submitted to
the CIEH Middle East if the invigilator:
• experiences unforeseen circumstances during an
examination, for example a fire alarm sounds or a
candidate falls ill, or
• finds that the provisions outlined in the procedure
‘Reasonable adjustment’ in this manual do not meet
the needs of a candidate.
4.2 The Request for Special Consideration Form should be
completed by the invigilator if a whole group, part of a
group or an individual candidate is affected by unforeseen
circumstances. This form may be downloaded from the
4.3 The invigilator must be as specific as possible about the
circumstances and the arrangements involved. Such
arrangements may include postponement, extra time etc.
4.4 The completed Request for Special Consideration Form
must be attached to the candidate’s answer information
sheet or batch of answer information sheets when
returned to the CIEH Middle East.
4.5 The CIEH Middle East should retain a copy of the form for
three years.
4.6 If an individual candidate requests special consideration,
the Request for Special Consideration Form should be
completed and returned to the CIEH Middle East prior
to the examination date, together with any relevant
documentary evidence.
4.7 If it is not possible to return the form prior to the
examination, the completed form must be attached
to the candidate’s answer information sheet when it is
returned to the CIEH Middle East.
4.8 On receipt at the CIEH Head Office, the Examination
Services Manager, in consultation with the subject
Curriculum Manager where appropriate, assesses each case.
In the event of a request being declined, a reason is given.
Management of certificates
1 Purpose 5.3 Inappropriate references to certification or misleading
use of certificates will result in sanctions, such as the
1.1 This procedure establishes the process for the
suspension or withdrawal of certification, publication of
management of certificates associated with CIEH Person
the infraction and, if appropriate, additional legal action.
in Charge (PIC) qualifications.
In the case of centres, suspension and possibly withdrawal
of registration may result (see the procedure ‘Sanctions’
2 Scope
in this manual).
2.1 This procedure covers the process for the management of
5.4 The CIEH Middle East must check certificates on receipt to
certificates associated with CIEH PIC qualifications.
ensure they are correct. They should then be forwarded to
the centre. The centre is then responsible for ensuring that
3 Responsibility
certificates are delivered safely to candidates within ten
3.1 The CIEH is an awarding organisation and the use of its working days of receipt.
certificates is restricted. As the certification body, it has
5.5 Centres are responsible for ensuring the quality of the
put in place procedures to ensure that the management
certificate is not compromised during delivery to the
of all certificates is robust.
candidate.
3.2 All certified persons must follow the conditions for the use
5.6 Centres must never retain candidate certificates for any
of certification set down by the CIEH.
reason, for example non-payment of fees.
4 Centre and trainer charters 5.7 If a centre is suspended for suspected malpractice or
maladministration, certificates may be sent directly
4.1 Certificates will only be issued to centres that have a
to candidates. The centre will be notified of such
current centre agreement and charter.
action (see the procedure ‘Suspected malpractice and
4.2 Centre and trainer charters must be renewed annually in maladministration’ in this manual).
order to deliver CIEH qualifications in accordance with
5.8 Candidates should be made aware of the importance
regulatory bodies. A signed agreement must be returned to
of keeping certificates safe in case evidence of their
the CIEH Middle East when notified of the renewal date.
achievements is required at a future date.
4.3 Centres and trainers can use their charter certificates in a
5.9 The front of the certificate displays the original
number of ways – for example to assist them in attracting
examination date and certificate issue number.
new clients and displaying their commitment to quality.
(See section 5 of the procedure ‘General administration’ 5.10 Defacing a certificate by altering it in any form, for
in this manual.) example adding text, a photograph, the name of a centre
or a centre logo, is not allowed.
5 Candidate certificates
5.11 Centres wishing to add their logo to a certificate should
5.1 The CIEH Head Office issues certificates for all apply for a joint logo certificate (see the procedure ‘Use
qualifications. of CIEH name, logo and unit and qualification titles’ in
this manual).
5.2 The CIEH requires that all certified persons sign an
agreement in accordance with the following provisions:
6 Replacement certificates
• to comply with the relevant provisions of the
6.1 If exceptional circumstances arise, and a certificate is lost
certification scheme
or damaged, an application for a replacement certificate
• to make claims regarding certification only with can be made. However, it should be noted that the loss
respect to the scope for which certification has been or damage of a certificate is regarded as a serious matter
granted and a replacement will only be issued at the discretion of
the CIEH.
• not to use the certification in such a manner as to
bring the CIEH or Dubai Municipality into disrepute 6.2 All applications for the issue of a replacement certificate
must be directed to the CIEH Middle East in an envelope
• not to make any statement regarding the certification
marked ‘Replacement certificates’ with a Replacement
that the CIEH or Dubai Municipality may consider
Certificate Application Form detailing the reasons why it
misleading or unauthorised
is required. The form can be downloaded from the CIEH
• to discontinue, upon suspension or withdrawal of Middle East website (www.cieh.org/middleeast). It is
certification, the use of all claims to certification that essential that the name and number of the appropriate
contains any reference to the CIEH and to return registered centre is provided, together with the name
certificates issued by the CIEH of the candidate at the time of the certification, the
qualification name and the examination date.
• not to use certification in a misleading manner
6.3 The CIEH gives due consideration to each replacement
• not to scan and/or reproduce certificates for any purpose
request and subsequently decides whether to issue a
other than providing evidence of own achievement.
replacement certificate.
6.4 Replacement certificates have precisely the same standing

as the original, although a replacement date is indicated.
6.5 The CIEH reserves the right not to issue a replacement
certificate and not to specify the reasons for this decision.
6.6 All applicants requesting replacement certificates must
submit:
• a completed Replacement Certificate Application Form
• the appropriate fee for a replacement certificate or
an official order number, should the centre wish to be
invoiced.
6.7 The CIEH also requires applicants to submit either:
• a declaration setting out the circumstances under
which the original certificate was lost and an
undertaking that should the original be found, the
replacement certificate will be returned to the CIEH, or
• the damaged certificate.
Candidate appeals
1 Purpose 5.3 If appealing results, the fee payable should be sent with
the first appeal communication (see online PIC Fees List
1.1 This procedure establishes the process for handling
for re-mark fees on the CIEH Middle East website, www.
candidate appeals related to CIEH certification schemes.
cieh.org/middleeast). Should the appeal be upheld, the
re-mark fees are refunded in full.
2 Scope
5.4 The Examination Services Manager acknowledges receipt
2.1 This procedure covers the process for handling candidate
of the appeal. He/she oversees all aspects of the appeals
appeals related to CIEH certification schemes.
process and ensures that re-marking is completed where
appropriate. Centres and candidates should be aware
3 Responsibility
that the outcome of any re-marking could result in a lower
3.1 The CIEH registered centre or trainer initially implements mark being awarded.
the centre’s own appeal procedures and can act on behalf
5.5 Within 28 days, the Examination Services Manager writes
of the candidate if required.
to the Main Centre Contact, or trainer, with regard to the
3.2 The CIEH Examination Services Manager receives all outcome of the appeal. It is the centre’s responsibility to
requests for appeal via the CIEH Middle East, manages communicate the outcome to the candidate.
the process of appeal and makes an appeal decision.
5.6 If the Main Centre Contact and/or trainer and/or
3.3 If the decision of the CIEH Examination Services Manager candidate is/are not satisfied with the decision taken,
is not deemed satisfactory, the CIEH Chief External a further appeal may be submitted no later than 14
Examiner receives further requests for appeal, reviews all days after receiving the outcome of the first appeal.
documentation and makes an appeal decision. The appeal should be made in writing to the CIEH
Examination Services Manager, care of the CIEH Middle
3.4 If the decision of the CIEH Chief External Examiner is not
East, requesting the appeal to be considered by the CIEH
deemed satisfactory, the CIEH Qualifications Standards
Chief External Examiner.
Committee receives all further requests for appeal and
convenes an independent panel to make a final appeal 5.7 The Chief External Examiner considers all documents
decision. pertaining to the appeal and the Examination Services
Manager informs the Main Centre Contact or trainer in
4 Actions writing, within 28 days, of the Chief External Examiner’s
decision.
4.1 If they are dissatisfied with their final examination marks,
candidates have a right to appeal or request a re-mark. 5.8 If the Main Centre Contact and/or trainer and/or
The candidate can contact the CIEH Middle East directly candidate is/are not satisfied with the Chief External
using the process outlined in the Candidate Guidelines. Examiner’s decision, the appeal should be resubmitted
within 14 days to the CIEH Examination Services
4.2 Alternatively, the candidate can initially use the centre’s
Manager, care of the CIEH Middle East. At this stage,
own appeal procedures. The centre then contacts the
it should be requested that the appeal is considered by
CIEH Middle East on the candidate’s behalf, which
the CIEH Qualifications Standards Committee. The CIEH
triggers the CIEH appeals procedure.
Qualifications Standards Committee includes at least
4.3 It is also possible to appeal against a decision not to allow one independent professional with no connections to the
for reasonable adjustment or special consideration. CIEH.
4.4 Copies of all documents pertaining to candidate appeals 5.9 The Main Centre Contact or trainer is notified in writing
should be retained by the centre for three years. of the outcome of the decision made by the CIEH
Qualifications Standards Committee. This decision is final
5 Making an appeal on behalf of a candidate and no further correspondence is entered into
5.1 Should a centre wish to appeal to the CIEH on behalf
of its candidate(s), the following procedure should be
observed.
5.2 The Main Centre Contact, or trainer who delivered the
course, should write to the CIEH Examination Services
Manager, care of the CIEH Middle East, within 28 days
of receiving either the examination results or rejection
of a request for reasonable adjustment or special
consideration. All documentation pertaining to the appeal
should be submitted at this stage, as no further evidence
will be considered.
Complaints
1 Purpose 4.6 However, it is recognised that there may be occasions when
service levels do not meet expectations, and complaints
1.1 This procedure establishes the process for the handling of
may subsequently be made against the CIEH by a:
complaints.
• centre
2 Scope
• trainer/member
2.1 This procedure covers the handling of any complaint
• candidate
related to CIEH certification schemes that has not been
immediately addressed by the team or person directly • third party.
responsible.
4.7 In these instances, all complaints must be submitted
in writing under confidential cover and sent to the
3 Responsibility
CIEH Middle East, which will forward them to the CIEH
3.1 The CIEH Middle East initially receives detail of the Customer Services Manager.
complaint and forwards it to the CIEH Customer Services
4.8 All complainants must ensure that they provide a clear
Manager who takes the necessary action to investigate
explanation of the basis of the complaint and clarification
and resolve it.
of the relationship, if any, between the complainant and
3.2 The Head of the Awarding Organisation receives the party concerned.
all appeals and escalated complaints and takes the
necessary action to investigate and resolve them. 5 Addressing complaints
5.1 Upon receipt of the complaint, the Customer Services
4 Actions
Manager, at his/her discretion, consults with the
4.1 The Chartered Institute of Environmental Health (CIEH) is complainant and any other relevant parties. (If, at this
an externally regulated awarding organisation that works stage, it is noted that the complaint relates more to a
with and provides support for a diverse customer base, case of suspected malpractice or maladministration, it
including its members, trainers and training providers, is referred to the CIEH Quality Assurance Manager for
industry, central government, local authorities, and investigation.)
national and international organisations.
5.2 If the Customer Services Manager concludes that the
4.2 The CIEH’s principal objectives are to maintain, enhance complaint could be justifiable, he/she may formally notify
and promote improvements in environmental health and the party concerned in writing.
provide service levels that assist its customers and partner
5.3 All other relevant parties also receive appropriate details
organisations to achieve the same.
in writing concerning the complaint and are expected to
4.3 As part of the commitment to achieving these aims, all provide a written response.
CIEH staff are dedicated to ensuring that customers are
5.4 Details of the complaint and the complainant are kept
provided with the best possible information, services and
as confidential as possible and only shared with those
products.
directly responsible for investigating the complaint and
4.4 In order to fulfil the full scope of its organisational role, providing a response. The CIEH at all times strives to
the CIEH: protect the anonymity of complainants.
• strives to promote environmental health in all 5.5 All written responses should be submitted within a time
activities period of no longer than 28 days.
• seeks to act as a focus for all environmental health 5.6 When all the responses received have been given due
policy and practical development consideration and the Customer Services Manager
concludes by this stage that the complaint is justifiable,
• provides quality systems of environmental health
he/she so advises the complainant and formally notifies
education
the party concerned in writing of the decision taken by
• creates cost-effective and accessible ways to supply the CIEH. If deemed appropriate, the Customer Services
up-to-date information on all matters relating to the Manager also provides feedback to the other relevant
work of the organisation parties.
• strives to provide the best possible service and improve 5.7 However, if the Customer Services Manager concludes, at
accessibility this stage, that the complaint is not justified, he/she so
advises the complainant and, if deemed appropriate, the
• monitors performance through regular surveys and a
party concerned, in writing.
clear complaints procedure.
4.5 The CIEH is dedicated to meeting all customer
expectations and to monitoring and evaluating
performance against the stated standards.
6 The appeals process

6.1 The complainant may challenge this decision by writing
directly to the Head of the Awarding Organisation (on
behalf of the awarding organisation), care of the CIEH
Middle East, within 14 days of the decision. This appeals
process is informed solely by the written representations
from the complainant/other relevant parties already
submitted to the Customer Services Manager.
6.2 Should the Head of the Awarding Organisation consider
that a legitimate case has been made, the Customer
Services Manager, in addition to informing the other
relevant parties, formally notifies the party concerned in
writing of the final decision taken by the CIEH.
6.3 The decision of the Head of the Awarding Organisation is
final and binding, and there is no obligation to provide a
written explanation for the decision taken.
6.4 Opportunities available to successful complainants may
include the refunding of any unnecessary expenditure
incurred as a result of a below-standard service level.
6.5 Copies of all documents pertaining to complaints should
be retained by the centre for three years.
7 Persistent and vexatious correspondence

7.1 The CIEH is committed to carrying out thorough, fair and
impartial investigations of all complaints.
7.2 While the CIEH acknowledges that the majority of
complainants communicate their grievances in a
respectful, reasonable and constructive way, the CIEH also
receives, on rare occasions, unduly persistent or vexatious
correspondence.
7.3 When this occurs, the issue is reported to a senior CIEH
manager, who then discusses the situation with the
individual or a representative of the centre concerned.
7.4 Following this discussion and the agreed action, if there
is subsequently no change in the complainant’s manner
of communication, the CIEH reserves the right to cease
correspondence. This decision may also impact on the
CIEH centre or trainer registration status. In all instances,
the regulatory bodies are informed of the CIEH’s decision.
Suspected malpractice and maladministration

1 Purpose of a centre’s malpractice or maladministration, training
activities and/or responses to an audit or investigation,
1.1 This procedure establishes the process for investigating
and the extent to which these may compromise, or have
and managing all allegations of malpractice and
the potential to compromise, compliance with CIEH
maladministration related to the provision of CIEH Person
procedures.
in Charge (PIC) qualifications.
4.9 Examples of malpractice and maladministration include:
2 Scope
• poor standard of training or subject knowledge
2.1 This procedure covers the process for investigating
• misuse of CIEH name, logo or copyright
and managing all allegations of malpractice and
maladministration related to the provision of CIEH PIC • misuse of trainer ID or use of unregistered trainer
qualifications.
• misuse of centre ID or use of unregistered centre
3 Responsibility • examination/invigilation misconduct or irregularities
3.1 The Chartered Institute of Environmental Health (CIEH), • breach of examination paper security
as the certification body, has identified a robust procedure
• mismanagement of results or certificates
for the investigation and management of all allegations
of malpractice and maladministration to ensure that • delivery of shortened courses
confidence in qualifications is not undermined.
• misrepresentation of qualification
Investigating suspected malpractice and
4 • failure to follow qualification specification
maladministration
• poor administration of centre
4.1 Malpractice and maladministration undermine confidence
• inadequate learning support.
in qualifications.
4.9 Should the CIEH receive allegations/evidence of
4.2 Each centre must have procedures for dealing with
malpractice or maladministration, the Quality Assurance
malpractice or maladministration allegations, as all
Manager initiates appropriate investigations and records
allegations made in relation to a centre or trainer will be
outcomes and/or any action taken, which may include an
investigated.
audit and/or a follow-up centre visit by the audit team.
4.3 Centres must also ensure that all trainers understand the
4.10 Cases of malpractice or maladministration suspected
nature of malpractice and maladministration and the
during centre visits, from audits or during the marking
consequence of such actions.
or moderation of examinations are also reported to
4.4 The CIEH conducts full investigations of any instances of the Quality Assurance Manager and/or the Curriculum
alleged or suspected malpractice or maladministration Manager and/or the Examination Services Manager via
and takes such action as is necessary to maintain the CIEH Middle East.
the integrity of its qualifications. Significant cases of
4.11 Cases of malpractice or maladministration suspected
malpractice or maladministration, for example deliberate
by any CIEH internal staff connected with the
fraudulent activity, are reported to the regulatory bodies
administration of CIEH PIC qualifications are also
and other agencies as necessary.
reported to the Quality Assurance Manager and/or the
4.5 All records of malpractice and maladministration are Curriculum Manager and/or the Examination Services
stored confidentially at the CIEH Head Office and Manager via the CIEH Middle East.
are reviewed regularly by the CIEH Quality Assurance
4.12 Cases of malpractice or maladministration may be
Manager. Information relevant to CIEH work undertaken
identified as a result of information from one or more
within this area is made available to the regulatory bodies
sources, for example:
as required.
• registered centres
4.6 Centres, trainers and invigilators must report all cases of
alleged or suspected malpractice or maladministration, in • registered trainers
writing, to the CIEH Quality Assurance Manager care of
• invigilators
the CIEH Middle East.
• CIEH staff – for example examination services,
4.7 All centres must record and supply the CIEH with
auditors, curriculum managers, customer services
information relevant to any internal investigations,
outcomes and action taken. • candidates
4.8 CIEH malpractice and maladministration investigations • other training providers
and any related decisions and requirements are guided by
• as a result of a quality audit
the risk rating of the centre. The risk rating of a centre is
based on an ongoing assessment of the performance of • regulatory bodies
the centre, including issues such as the nature and scope
• other awarding organisations 5.8 If requested, the centre is also expected to provide
the CIEH Quality Assurance Manager with any other
• Dubai Municipality
information directly relevant to the case.
• Dubai Accreditation Centre
5.9 At all times, the CIEH is willing to provide advice and
• other third-party information. guidance throughout the investigation. To assist centres in
their own malpractice or maladministration investigations,
4.13 If an investigation by the CIEH discovers that the centre
an exemplar malpractice report is available to download
and/or trainer in question lack suitable quality assurance
from the CIEH website (www.cieh.org/training/quality_
procedures to address cases of suspected malpractice
assurance.html).
or maladministration, such as are detailed below, centre
and/or trainer registration may be suspended until this
CIEH procedure for dealing with a case of
6
issue has been resolved (see the procedure ‘Sanctions’ in
malpractice or maladministration
this manual).
6.1 If, upon receipt of information, the CIEH suspects a
4.14 The investigation procedure adopted may differ
case of malpractice or maladministration, the following
depending on whether the allegation of malpractice or
procedure is implemented immediately in order that the
maladministration relates to an individual or to a centre.
offence is properly investigated.
In all cases, it is essential that centres are aware of the
procedures that will be adopted where allegations of 6.2 The CIEH Quality Assurance Manager at his/her discretion
malpractice or maladministration are made. In particular, consults with the complainant and other relevant parties.
centres must cooperate fully with any investigation made
6.3 If the Quality Assurance Manager then concludes that the
by the CIEH and any regulatory bodies such as the Dubai
complaint could be justifiable, he/she may formally notify
Accreditation Centre.
the party concerned in writing.
4.15 Failure to cooperate (for example failure to respond to
6.4 All other relevant parties also receive appropriate details
or contact the CIEH within a given deadline) results in
in writing concerning the offence and are expected to
the suspension of centre and/or trainer registration,
provide a written response.
certificates not being issued (or being issued directly to
candidates) and new registrations not being approved. 6.5 All written responses should be submitted within a time
period of no longer than 28 days or the stated timescale.
Centre procedure for dealing with a case of
5
6.6 When all the responses received have been given due
suspected malpractice or maladministration
consideration by the Quality Assurance Manager and
5.1 In cases where malpractice or maladministration is other appropriate CIEH staff, and the Quality Assurance
suspected, the following procedure must be adopted by Manager concludes by this stage that the complaint
centres. is justifiable, he/she so advises the complainant and
formally notifies the centre/trainer concerned in writing of
5.2 The Quality Assurance Contact at the centre should
the decision taken by the CIEH.
assume overall responsibility for the internal investigation
of any associated allegation of malpractice or 6.7 If deemed appropriate, the Quality Assurance Manager
maladministration. also provides feedback to the other relevant parties.
5.3 As soon as malpractice or maladministration is suspected, 6.8 However, should the Quality Assurance Manager conclude,
all the relevant parties involved must be informed of the at this stage, that the complaint is not justified, he/she so
nature of the allegation and advised that action will be advises the complainant and, if deemed appropriate, the
taken. party concerned, in writing.
5.4 The centre should then begin an immediate internal
7 Sanctions
investigation.
7.1 With less serious breaches/instances of malpractice or
5.5 Having completed this investigation, the centre should
maladministration, suspension of a centre’s registration
compile a written report explaining the nature of the
only takes place when all reasonable measures taken
allegation and providing full details of the internal
to encourage the centre to comply with standard
investigation.
requirements have failed to produce improvements.
5.6 This report, together with any relevant evidence, must
7.2 If deemed necessary, the CIEH also reserves the right to
then be submitted, under confidential cover, to the CIEH
enforce immediate centre and/or trainer suspension (see
Quality Assurance Manager care of the CIEH Middle East
the procedures ‘Sanctions’ and ‘Auditing of registered
within the given deadline.
centres and trainers’ in this manual), or withdrawal of
5.7 The submitted report must be signed by the centre’s the registration of the centre/trainer prior to the official
Quality Assurance Contact as a declaration that the conclusion of the investigation.
information provided represents an accurate account of
7.3 Subject to the specifics of the investigation and its final
the incident.
outcome, it is possible that a particular case may lead
directly to an audit and/or audit visit by the CIEH.
7.4 Opportunities available to candidates affected by 8.7 If the decision is that centre and/or trainer registration is
recorded malpractice or maladministration may include: to be withdrawn, regulatory bodies and other awarding
organisations are notified of this decision.
• retaking the course at the centre’s expense
• resitting the examination. 9 Whistleblowing
7.5 If, however, a complaint of malpractice against a 9.1 The CIEH is committed to protecting the integrity of its
candidate is upheld, the penalty imposed results, where qualifications, assessments and standards of practice. If
appropriate, in his/her certificate(s) being invalidated and any individual holds information relating to malpractice
withdrawn. (See the procedure ‘Suspension or withdrawal or maladministration committed by a centre or trainer
of certificates’ in this manual.) and wishes to make a confidential disclosure to the CIEH,
the CIEH Whistleblower Policy provides support and
7.6 The CIEH at all times strives to protect the anonymity
guidance. The policy can be downloaded from the CIEH
of the complainant. The CIEH will not, under any
website (www.cieh.org/training/quality_assurance.html).
circumstances, reveal the identity of the complainant
Disclosures can be made by any person, including trainers,
without first seeking his/her consent.
candidates, centre staff and centre clients.
7.7 If the CIEH decides that the complaint of malpractice
9.2 Whistleblowing is defined as a confidential disclosure
or maladministration is justifiable and as a consequence
relating to malpractice or maladministration and is
the malpractice or maladministration has brought
considered distinct from complaints, appeals and
the awarding organisation into disrepute, immediate
employment disputes.
suspension or withdrawal of the registration of the centre
and/or trainer may occur. Regulatory bodies and other 9.3 Concerns about malpractice or maladministration should
awarding organisations are notified of any withdrawal first be raised with the Quality Assurance Contact at the
of registration (see the procedure ‘Sanctions’ in this centre. If the centre does not satisfactorily address the
manual). concern, or if it is considered inappropriate or impossible
to report the concern to the centre, the individual should
7.8 In instances where the complaint of malpractice or
then report his/her concern to the CIEH Middle East,
maladministration may have an adverse effect on the
which will refer the matter to the CIEH Quality Assurance
delivery of a qualification by another centre, the centre is
Manager to investigate.
also informed.
7.9 Results/certificates are sent directly to candidates if a
centre suspension is upheld for a long time. The centre
receives notification of the batches to which this applies.
8 Appeals
8.1 The complainant may challenge the decision by writing
directly to the Head of the Awarding Organisation care
of the CIEH Middle East within 28 days of the date of the
letter with the decision.
8.2 This appeal process is informed solely by the written
representations from the complainant/other relevant
parties already submitted to the CIEH Quality Assurance
Manager.
8.3 The appeal is considered by the Head of the Awarding
Organisation and the CIEH Qualifications Standards
Committee.
8.4 Should it be considered that a legitimate case has been
made, the Head of the Awarding Organisation (on behalf
of the awarding organisation) informs the other relevant
parties and formally notifies the centre/trainer concerned
in writing of the final decision taken by the CIEH.
8.5 Upon receipt of the centre’s/trainer’s response or at the
end of the 28-day period, whichever is earlier, the Quality
Assurance Manager records the complaint and the action
taken on the malpractice database.
8.6 The CIEH’s decision is final and binding and there is
no obligation to provide a written explanation for the
decision taken.
Suspension or withdrawal of certificates

1 Purpose 4.6 A request may be made to the CIEH Middle East for
assistance in the investigation.
1.1 This procedure establishes the process for the suspension
or withdrawal of certificates. 4.7 The investigation may include other CIEH personnel –
for example Curriculum Manager or Examination Services
2 Scope Manager.
2.1 This procedure covers the handling of any suspension or 4.8 The findings from the investigation are discussed with
withdrawal of a certificate from a candidate by the CIEH, relevant members of the CIEH and then referred to the
related to CIEH certification schemes. CIEH Qualifications Standards Committee. The CIEH
Qualifications Standards Committee decides whether or
3 Responsibility not the certificate should be withdrawn.
3.1 The CIEH Quality Assurance Manager receives detail of 4.9 The CIEH Middle East is contacted with the details. It
the complaint/allegation from the CIEH Middle East and contacts the candidate and centre/trainer/invigilator, as
takes the necessary action to investigate and resolve it. appropriate, in writing, to inform them of the decision and
request the return of the certificate. The CIEH Middle East
3.2 The Quality Assurance Manager informs the CIEH Middle
ensures that the right to appeal against the decision is
East of the investigation and its outcome.
known by the persons involved.
3.3 The CIEH Middle East contacts the centre and the
4.10 On completion, the CIEH Middle East passes all
candidate to inform them of the suspension or withdrawal
correspondence and actions to the Quality Assurance
of the certificate.
Manager for inclusion in the investigation file and
3.4 The Head of the Awarding Organisation receives database.
all appeals and escalated complaints and takes the
4.11 The candidate may challenge the decision to withdraw
necessary action to investigate and resolve them.
the certificate by writing to the CIEH Qualifications
Standards Committee care of the CIEH Middle East.
4 Actions
The challenge must be supported by new documentary
4.1 A complaint/allegation for investigation must be made in evidence and made within 28 days of the date of
writing and must not be anonymous (see the procedure the letter informing the candidate of the intention to
‘Complaints’ in this manual). withdraw the certificate (see the procedure ‘Candidate
appeals’ in this manual).
4.2 If the complaint/allegation is deemed serious, a certificate
may be initially suspended pending further investigation.
In this case, the CIEH Middle East contacts the centre and
the candidate to inform them of the suspension and the
reasons for this decision.
4.3 An investigation that may result in the withdrawal of a
certificate may include:
• malpractice or maladministration by a centre and/or
trainer and/or invigilator
• examination non-compliances by an invigilator or
candidate
• non-compliances with respect to the Candidate
Guidelines by the candidate (see CIEH Candidate
Guidelines on the CIEH Middle East website,
www.cieh.org/middleeast)
• failures in competence by the candidate after
certification.
4.4 As each investigation has individual circumstances,
the following details are the usual procedures for the
investigation.
4.5 The reasons for the investigation and the actions and
details from the investigation are maintained, under
secure conditions, in the summary investigation file and
in the ‘Malpractice and complaints’ database at the CIEH
Head Office.
Auditing of registered centres and trainers

1 Purpose schemes are being effectively developed, maintained,
assessed and monitored in accordance with the overall
1.1 This procedure defines the methodology utilised by the
requirements of regulatory bodies.
CIEH to carry out audits of:
4.2 The procedures outlined below have been created to
• registered centres that provide training programmes
promote standards of quality and integrity concerning
leading to examinations
the delivery and assessment of CIEH qualifications and
• registered trainers who deliver the training certification schemes.
programmes to prepare candidates for examinations.
4.3 The audit process serves to provide both the CIEH
and the centre with a means of reviewing the quality
2 Scope
of the delivery and assessment of CIEH qualifications
2.1 This procedure covers the arrangements for verifying that and certification schemes in relation to established
training and examination activities are in line with CIEH performance standards. It should also serve to encourage
expectations and requirements. ongoing communication between both parties. The CIEH
can become informed about innovative training solutions
3 Responsibility that are currently being employed and the centre can
receive informed advice about how to improve training
3.1 Coordination and control of centre and trainer audits is
delivery.
the responsibility of the CIEH Quality Assurance Manager.
Audit planning takes into consideration the status and 4.4 The completed audit process confirms existing good
importance of the areas to be audited, as well as risk and practice as well as highlighting areas where improvements
results of previous audits. to standards of quality need to be implemented within
the specific centre.
3.2 Audits are normally carried out under the direction of
the Quality Assurance Manager. The Quality Assurance 4.5 The audit function is managed by the CIEH Quality
Manager may call upon the support of other suitably Assurance Manager and administered at the CIEH by
competent individuals at his/her discretion. In all cases, the Quality Assurance Team and a dedicated team
the individuals in question have successfully completed an of auditors who are field based. The auditors have
appropriate auditor course, or other suitable training. extensive experience of all aspects of CIEH qualifications,
certification schemes and training provision and have
3.3 Selection of auditors must ensure objectivity and
worked for the CIEH for a number of years.
impartiality. Auditors shall not audit their own work.
4.6 It is possible that during an audit visit a CIEH auditor may
3.4 Responsibility for defining and implementing corrective
be accompanied by a representative from a regulatory
action rests with the appropriate named centre
body. CIEH auditors and the regulatory bodies have a
representative or trainer.
legal right of access to the training and/or administration
3.5 The centre is accountable to the CIEH for all the training it sites of registered centres.
provides in accordance with the centre charter and CIEH
Quality Procedure Manual. 5 Audit standards and assessment criteria
3.6 The centre is responsible for providing the CIEH with 5.1 Audit standards (see Table 1) derive from considered
confirmation of action taken and/or evidence in response procedures set out below and at all times should serve as
to mandatory requirements arising from audit. the benchmark against which the performance of centres
and their adherence to quality standards are measured.
3.7 The named Quality Assurance Contact is responsible, on
behalf of the centre, for all aspects of quality assurance 5.2 The standards and associated criteria outlined within
and management of the assessment of qualifications and this document provide the framework against which the
certification schemes. commitment of the centres to quality standards is assessed.
3.8 The trainer is responsible to the centre for the delivery of 5.3 Assessed information may at all times be made available
training in accordance with the trainer charter and CIEH to regulatory bodies on request.
Quality Procedure Manual.
5.4 All relevant candidate information must also be made freely
3.9 The trainer is responsible for working with the centre to available to the CIEH for audit purposes, if so required.
provide the CIEH with confirmation of action taken and/or
5.5 Core standards against which the audit process assesses
evidence in response to mandatory requirements arising
are presented within the centre and trainer charters, which
from audit.
set the minimum standards that all registered centres/
trainers throughout the CIEH training network
4 Actions
are expected to achieve.
4.1 As part of its quality assurance process, the CIEH audits
5.6 Commitment to each of these standards is assessed and
all aspects of the training, assessment and administration
scored and then graded in the audit process (see Tables 2
provided by registered centres. This is undertaken as a
and 3).
means of ensuring that qualifications and certification
Table 1: Standards against which registered centres/trainers are audited
Standard Criteria for assessment

1 All candidates are provided with appropriate pre-course See procedure ‘Training delivery’ section 7.8
information.
2 An appropriate training solution is determined. See procedure ‘Training delivery’ section 7.9
3 The effective management of all issues relating to the See procedure ‘Training delivery’ section 7.10
delivery of the training programme is assured.
4 The level and method of delivery is appropriate to the See procedure ‘Training delivery’ section 7.11
needs of the candidate.
5 The quality of all training resources is assured.

See procedure ‘Training delivery’ section 7.12
6 The knowledge of the trainer is technically accurate and

See procedure ‘Training delivery’ section 7.13
up to date.
7 Centres establish evaluation processes to maintain See procedure ‘Training delivery’ section 7.14
standards; trainers act to support evaluation processes
to maintain standards.
8 Examinations and assessments are conducted according to See procedure ‘Examination management’
CIEH and regulatory body requirements.
6 Audit types 7.5 Records or documents presented in support of an audit

must be in English – centres or trainers are required to
6.1 A range of audits is used to ensure best practice at all times.
provide translations of records or documents in another
6.2 A compliance check is a paper-based audit completed by language.
all newly registered centres and/or those with low levels
of training delivery. This type of audit tests a centre’s 8 Audit visits
knowledge of CIEH procedures in general, but does not
8.1 A CIEH auditor may visit a centre to audit training
require documentary evidence.
delivery, examination and/or administration processes.
6.3 A centre self-assessment audit is a paper-based audit Auditors may make an appointment or arrive
completed by the centre and supported by documentary unannounced.
evidence, which reviews the centre’s administration
8.2 Centres may be randomly selected for an audit visit
procedures and its monitoring of trainers.
or receive an audit visit because of concerns arising
6.4 A training audit is an audit visit that includes an from a centre self-assessment audit or a malpractice or
inspection and review of the centre’s administration maladministration investigation. There may be a charge
processes and observation of course delivery and for an audit visit after a malpractice or maladministration
examination administration. investigation.
6.5 An administration audit is an audit visit to examine 8.3 If an audit visit is to be made, the centre receives a letter
all aspects of course documentation associated with or email from the CIEH Quality Assurance Team stating
qualification delivery, administration and management. the type of audit to be instigated (training, examination
and/or administration). The centre may be required to
6.6 An examination audit is an audit visit looking only at
provide full details of all future training dates.
examination administration.
8.4 The assigned auditor contacts the centre to confirm the
6.7 An unannounced audit is an audit visit that could be a
date for the visit. In the case of an unannounced visit,
training, administration or examination audit.
the auditor will select an appropriate date to visit without
6.8 A combination audit is a multiple-format audit, combining prior notice being given to the centre.
any of the above.
8.5 If, for any reason, the assigned auditor is unable to
6.9 A follow-up audit is a second, paper-based self- conduct the audit as planned, the centre is advised in
assessment audit which assesses if improvements in the advance of the visit as to whom the replacement auditor
centre’s administration and training provision have been will be, or another date is arranged.
made as required.
8.6 Most audits take up to one day, although some may take
longer depending on the scope of the training provision.
7 The audit process
8.7 The auditor may visit training and/or administration sites
7.1 Centres are selected for compliance checks on a
at the registered centre and/or at client premises. Should
routine basis. If the compliance check is completed in
it be necessary to visit client premises, the centre must
a satisfactory manner and the centre demonstrates
inform the client of the impending visit and provide the
sufficient compliance to the audit standards, this may be
auditor with full details of the arrangements.
the only type of audit to which the centre is submitted.
8.8 The auditor sits in on a CIEH training course without
7.2 Established centres and/or centres with high levels of
interrupting the session. It is recommended that the
training delivery may be randomly selected to complete
trainer provides an opportunity for the auditor both to
a centre self-assessment audit. This type of audit
introduce himself/herself and to explain his/her presence
may also be required as a result of a malpractice or
as a representative of the CIEH. This should serve to
maladministration investigation. If it is completed in
emphasise the validity of the qualification or certification
a satisfactory manner and the centre demonstrates
scheme the candidates are seeking to attain.
sufficient compliance to the audit standards, this may be
the only type of audit to which the centre is submitted. 8.9 The Main Centre Contact and/or Quality Assurance
Contact and trainer must be in attendance on the day
7.3 If the centre self-assessment audit is not completed in a
of the audit visit to answer questions. Candidates, clients
satisfactory manner and the centre does not demonstrate
and other staff may also be asked questions during break
sufficient compliance to the audit standards, other audit
times about course delivery and management.
visits may be instigated (the type will depend on the
outcome of the self-assessment audit). 8.10 The process of auditing is designed to be open and
transparent. The auditor may provide verbal feedback
7.4 Centres that receive a poor or unacceptable result in their
during the visit to convey initial impressions concerning
audit, or centres that provide blank forms or statements
identified strengths and weaknesses.
of intent, will undergo a supplementary audit to check
that their systems/processes are now in place and working 8.11 If a particular course has been cancelled, the audit still
effectively. There may be a charge for a follow-up audit. takes place with the option of returning to monitor this
course at a later date.
Table 2
Grading Auditor’s response Score
The criterion is met to a satisfactory level Compliant (C) Full score
The criterion is partly, but not fully, met and improvements

Partly compliant (PC) Part score
are required
The criterion is not being met and improvements are required Non-compliant (NC) No score
Table 3
Grading Auditor’s response
100% Excellent – all criteria are met and an excellent standard has been achieved
90–99% Very good – some minor improvements could be made but a very good standard has been
achieved
80–89% Good – most criteria are met, some improvements are recommended but a good standard has
been achieved
70–79% Satisfactory – some criteria have not been met and improvements are required to meet the
expected standard
51–69% Poor – a number of criteria have not been met and major improvements are required to meet the
expected standard
50% and under Unacceptable – many criteria have not been met, major deficiencies exist in course provision
and/or administrative procedures; the centre will need to address these as a matter of urgency to
continue in operation
9 The audit report Suspension of centre and/or trainer audit sanctions

11
9.1 An audit report is provided within eight weeks of receipt of 11.1 If requests for information from centres and/or trainers
the completed paper-based audit or audit visit. This audit are ignored during the audit process, centre and/or trainer
report contains a structured assessment of the centre’s registration(s) will be immediately suspended without
commitment to all of the standards and associated further notification. This means that results will not be
criteria. Table 2 shows how each criterion is assessed and processed and, if instructed by the Quality Assurance
scored. Manager, certificates may be issued directly to candidates.
9.2 The scores for all relevant criteria are added up to form a 11.2 The CIEH Quality Assurance Team can be consulted by
total for the standard. This total is presented in the audit the centre regarding deadlines, care of the CIEH Middle
report as a percentage. East, and an extension may be granted if a reasonable
explanation is given with sufficient notice.
9.3 Thus the overall score for the centre is calculated by
adding together the scores for each standard and dividing 11.3 The CIEH also reserves the right to enforce immediate
this number by the maximum possible score, resulting centre and/or trainer registration suspension without the
in the overall score being presented as a percentage. centre having been audited.
Table 3 matches final score percentages with concluding
11.4 The purpose of suspending a centre’s and/or trainer’s
assessment.
registration(s) is to ensure the standardisation of practice
9.4 The audit report also presents CIEH recommendations across the centre/trainer network and to maintain the
offering advice on training practice outside the quality of CIEH qualifications and certification schemes.
requirements of the audit standard. These should be
11.5 A centre that has an audit suspension imposed can
considered for improving standards, but compliance with
contact the CIEH Quality Assurance Team care of the
this advice is voluntary. The centre may subsequently
CIEH Middle East to agree an action plan and schedule
choose to present evidence of compliance to the
to implement corrective actions and, thereby, address the
auditor or CIEH Quality Assurance Manager. Any
mandatory requirements.
recommendations given remain on file.
11.6 Once documentary evidence for the corrective actions taken
9.5 CIEH requirements presented in the report, however, have
has been received by the CIEH Quality Assurance Team and
mandatory status. They provide full details of necessary
been assessed as satisfactory, the audit suspension of the
corrective action that must be taken to satisfy the
centre and/or trainer is lifted. The CIEH then resumes the
required performance standard and thus avoid possible
processing of results and certificates are issued.
centre and/or trainer suspension.
11.7 Once the precise action points detailed in the
9.6 As an integral part of ensuring that all candidates receive
requirements have been achieved, the centre or trainer
a fair and equal service, it is the responsibility of the
may apply to the CIEH for a subsequent audit to verify
registered centre to ensure that all trainers and anyone
that required standards have been met.
else involved in the delivery of training (for example
subject matter experts) or examination/assessment 11.8 A centre may also apply to the CIEH for a subsequent
processes comply with the mandatory requirements by audit in order to increase its overall rating.
working within CIEH guidelines.
11.9 A charge may be made for any requested follow-up audit
9.7 Centres are encouraged to use positive assessments to or an audit following a malpractice or maladministration
promote the quality of their training provision to clients. investigation.
9.8 The CIEH reserves the right to publish audit reports for 11.10 In order to minimise any negative impact on existing
public access. candidates, following suspension of centre registration:
9.9 For follow-up audits and compliance checks, centres will • results for qualifications or certification schemes
be rated compliant or non-compliant (without scores). completed prior to the date of suspension are
processed as normal
10 Mandatory requirements
• certificates may be posted directly to the candidates
10.1 A centre is responsible for providing the documentary (centres will be notified of this action)
evidence of corrective actions taken for all mandatory
• no further results are processed until the suspension
requirements in the audit report.
has been lifted
10.2 The centre has four weeks from the dispatch of the audit
• replacement certificates for qualifications or certification
report to comply with any mandatory requirements.
schemes taken prior to the suspension are sent directly
to candidates and charged in the usual way.
11.11 The CIEH reserves the right automatically to suspend
centres with poor or unacceptable audit results.
11.12 See the procedure ‘Sanctions’ in this manual for further
details.
12 Audit appeals process 13.6 The Quality Assurance Manager and Quality Assurance
Team consider the appeal.
12.1 The CIEH Quality Assurance Team makes every effort
to negotiate with the registered centre during a dispute 13.7 Within 28 days, the Quality Assurance Manager writes to
concerning non-compliance with required standards. the Main Centre Contact, or Quality Assurance Contact,
However, the centre has the right to appeal if an audit with regard to the outcome of the appeal.
suspension is enforced.
13.8 If the centre is not satisfied with the decision taken, a
12.2 If the centre finds it difficult to comply with requirements further appeal may be submitted no later than 14 days
within the stated timescale, it is possible that an extension after receiving the outcome of the first appeal. The
may be negotiated with the Quality Assurance Team. appeal should be made in writing to the CIEH Quality
Assurance Manager, care of the CIEH Middle East,
12.3 An outright appeal against the conclusions of the
requesting the appeal to be considered by the Head of
audit must be submitted in writing to the CIEH Quality
the Awarding Organisation.
Assurance Manager care of the CIEH Middle East within
28 days, stating the grounds of appeal, and all relevant 13.9 The Head of the Awarding Organisation considers all
supporting evidence and information should also be documents pertaining to the appeal and informs the
included. The evidence provided should show that the centre in writing, within 28 days, of his/her decision.
requirements, sanctions or enforcement of suspension are
13.10 This decision is final and no further correspondence is
unreasonable.
entered into.
12.4 The Quality Assurance Manager considers the appeal
within 28 days of receipt and decides whether to: 14 Auditor code of practice
• uphold the appeal and reinstate the centre 14.1 The auditor may provide general information and advice
registration to registered training centres and trainers about products
and services that would benefit the delivery of CIEH
• amend the requirements being made of the centre
qualifications and certification schemes. The auditor will
• dismiss the appeal and request the centre to comply not promote his/her own products and/or services while
with the requirements. on CIEH business.
12.5 If the centre is not satisfied with the outcome of the 14.2 Auditors will declare and not carry out activities for any
appeal, the matter may be referred, care of the CIEH organisation in which they have a personal interest. In
Middle East, to the Head of the Awarding Organisation the event of a conflict of interest arising with regard to
(on behalf of the awarding organisation) where a final auditing activities, this may result in another auditor
decision will be made. This decision is based solely on the being assigned to carry out the audit.
evidence already submitted.
15 Dubai Municipality audits
13 Appeals against an audit report
15.1 Dubai Municipality will conduct random audits based
13.1 Centres have a right to appeal against an audit report, on the latest requirements in the Dubai Municipality
should they be dissatisfied with their final mark. The Food Control Department’s guidance document.
centre should contact the CIEH Middle East, which will Training courses will be cancelled without notice if the
trigger the CIEH appeals procedure. requirements are not met.
13.2 Copies of all documents pertaining to a centre’s appeal
against an audit report should be retained by the centre
for three years.
13.3 Should a centre wish to appeal to the CIEH, the following
procedure should be observed.
13.4 The Main Centre Contact or Quality Assurance Contact
should write to the CIEH Quality Assurance Manager, care
of the CIEH Middle East, within 28 days of receiving the
report. All documentation pertaining to the appeal should
be submitted at this stage, as no further evidence will be
considered.
13.5 The Quality Assurance Manager acknowledges receipt
of the appeal. He/she oversees all aspects of the appeals
process.
Sanctions
1 Purpose 6.2 In such circumstances, the CIEH contacts the centre/trainer
to advise that their registration is due to be made inactive.
1.1 This procedure establishes the process for sanctions being
imposed on centres or trainers for non-compliance with 6.3 When centre and/or trainer registration is made inactive:
CIEH agreements and charters.
• all communications from the CIEH cease
2 Scope • the centre details are removed from CIEH-
Coursefinder
2.1 This procedure covers the process for sanctions being
imposed on centres or trainers for non-compliance with • trainers are no longer able to access MyCIEH.
CIEH agreements and charters.
6.4 Inactive status can be lifted on request, subject to the:
3 Responsibility • receipt of a signed centre and/or trainer agreement
3.1 The Chartered Institute of Environmental Health (CIEH), • payment of a re-activation fee
as the certification body, will impose sanctions on non-
• completion of a satisfactory audit within an agreed
compliant centres or trainers designed to limit further
period of time.
activity.
7 Audit non-compliance
4 Introduction
7.1 Centre registration may be suspended if a centre fails to
4.1 The CIEH is committed to assisting all CIEH registered
respond to an audit request, meet an audit deadline and/
centres and trainers, but there are circumstances where
or comply with any conditions arising out of audit.
centres and/or trainers do not respond and are non-
compliant with the CIEH agreements and charter(s) 7.2 The CIEH will write to a centre, stating that a response
(and, therefore, this Quality Procedure Manual). Non- is required and advising the centre of the consequences
compliance generally falls into four categories: of failing to respond. The letters will be addressed to the
Main Centre Contact and/or Quality Assurance Contact
• financial
and sent via the post and/or email to the address held on
• inactivity record at the CIEH.
• audit 7.3 When centre registration is suspended due to audit non-
compliance:
• malpractice or maladministration.
• no results are processed nor certificates issued after
4.2 Non-compliance may result in sanctions being imposed
the date of suspension
on a centre and/or trainer. Sanctions imposed on a centre
and/or trainer are designed to limit further activity. • certificates from courses after the date of suspension
may be sent directly to the candidates, with
4.3 The types of sanction that can be imposed relate to the
notification to the centre
four categories of non-compliance.
• centres are expected to remove any reference to
5 Financial non-compliance the CIEH and CIEH qualifications from the centre’s
website and business stationery
5.1 Centres that fail to pay invoices or go into administration
will have their registration suspended. As a consequence, • all communications from the CIEH cease
centres will no longer be permitted to:
• the centre details are removed from CIEH-
• purchase examination or training materials Coursefinder.
• use Coursefinder. 7.4 Suspension of centre registration can be lifted subject to:
5.2 Certificates may be issued directly to the candidate • receipt of a satisfactory response to the CIEH request
(centres will be notified of such action).
• provision of a statement of future intent
5.3 If a centre has gone into administration, the CIEH
• completion of the requested audit with, at least, a
may notify the regulatory bodies and other awarding
satisfactory outcome.
organisations.
7.5 Voluntary suspension due to a centre deciding to stop the
5.4 The financial suspension may be lifted once payment has
audit process incurs the same penalties as for suspension
been received.
imposed by the CIEH.
6 Inactivity 7.6 Voluntary suspension can be lifted on request from the
centre and the satisfactory completion of the audit.
6.1 A centre/trainer registration may be made inactive if a
centre/trainer delivers no training and makes no purchases
from the CIEH for over two years.
8 Malpractice or maladministration 8.10 When centre and/or trainer registration is withdrawn due
to malpractice or maladministration:
8.1 Centre and/or trainer registration may be suspended as a
result of a malpractice or maladministration investigation. • no courses for CIEH qualifications can be delivered by
the centre and/or trainer
8.2 Unless immediate suspension is required, the CIEH will
write to a centre and/or trainer, stating that information • no results are processed nor certificates issued after
is required as part of a malpractice or maladministration the date of withdrawal (any certificates arising from
investigation and advising the centre of the consequences results processed prior to the date of withdrawal are
of failing to respond. The letters and/or email will be issued directly to candidates)
addressed to the Main Centre Contact and/or Quality
Assurance Contact and/or trainer and sent via the post
the CIEH and CIEH qualifications from the centre’s
and/or email to the centre and/or trainer address(es) held
on record at the CIEH.
8.3 If a centre and/or trainer are suspended due to the
outcome of a malpractice or maladministration • the centre details are removed from CIEH-
investigation, the centre and/or trainer will be informed in Coursefinder
writing (as above).
• trainers are no longer able to access MyCIEH.
8.4 A centre and/or trainer may request the suspension of
8.11 The centre and/or trainer have a right to appeal against
registration. The consequences of voluntary suspension
the CIEH’s decision to withdraw registration(s) (see the
are the same as for suspension imposed by the CIEH.
procedure ‘Suspected malpractice and maladministration’
8.5 When centre and/or trainer registration is suspended due in this manual).
to malpractice or maladministration:
8.12 If the appeal is unsuccessful, the CIEH will notify the
• no results are processed nor certificates issued after regulatory bodies and other awarding organisations that
the date of suspension the centre and/or trainer have had registration withdrawn.
• certificates from courses after the date of suspension 8.13 If the appeal is successful, any requirements made by
may be sent directly to the candidates (centres will be the CIEH must be fulfilled within the deadline set and all
notified of such actions) consequences of the withdrawal will be reversed.
the CIEH and CIEH qualifications from the centre’s
• the centre details are removed from CIEH-
Coursefinder
• trainers are no longer able to access MyCIEH.
8.6 Suspension due to malpractice or maladministration
may be lifted if the centre complies with the conditions
imposed by the CIEH.
8.7 The CIEH provides many opportunities for centres
and/or trainers to rectify the non-compliance. If these
opportunities are not taken or if further non-compliances
occur, the CIEH may decide to withdraw centre and/or
trainer registration.
8.8 If centre and/or trainer registration is withdrawn due
to serious malpractice or maladministration, the centre
and/or trainer are informed in writing. The letters will be
addressed to the Main Centre Contact and/or trainer and
sent via the post and/or email to the centre and/or trainer
address(es) held on record at the CIEH.
8.9 A centre and/or trainer may request the withdrawal of
registration. The consequences of voluntary withdrawal
are the same as for withdrawal imposed by the CIEH.
Glossary
Answer information sheet CIEH Middle East
Often abbreviated to AIS, an assessment tool for optical scan- The CIEH representative office and assessment centre based in
marked examinations Dubai
Audit Client
Formal visit to establish if quality assurance procedures are being Person or organisation buying training provision from a centre on
followed behalf of self or others
Auditor Compliance check
Independent assessor of a centre’s training provision who checks A paper-based audit completed by newly registered centres
compliance with quality assurance procedures and offers advice, and/or those with low levels of training delivery, to support
where appropriate, regarding improving training provision compliance with CIEH procedures
Audit report CPD
Report produced following a formal audit visit detailing Continuing professional development; actions taken by
observations and requirements registered trainers to keep their knowledge and skills up to date
Candidate Course
The individual pursuant of a Person in Charge certificate A planned event when training is delivered in support of a
qualification
Candidate Charter
Document for candidates outlining the standards of Course plan
commitment to be expected of all CIEH-registered centres, Document outlining content, timings, aims and objectives of a
trainers and staff, to assist them in their learning whole training course, providing a guide of what is expected of
the trainer and candidate
Candidate questionnaire
A tool for CIEH candidates to evaluate training and support Examination
provided by registered centres and trainers The means by which it is determined if a candidate is competent
Centre Finance contact
A registered training provider responsible for administering Person at the centre responsible for financial matters
programmes for CIEH qualifications
General administration
Centre agreement A range of administrative actions that support the delivery of
Annual agreement signed by the Main Centre Contact agreeing CIEH Person in Charge qualifications
to set terms and conditions
Handbook
Centre charter Key text recommended to candidates undertaking a course
Certificate awarded to a centre detailing key quality standards
Invigilator
Certification The person appointed by the CIEH Middle East to manage the
Documentation issued by the CIEH providing evidence that a conduct of CIEH examinations and ensure they are carried out
candidate has demonstrated a required level of knowledge and under controlled conditions
competence
Main Centre Contact
Certification scheme Principal point of contact at a registered centre
A defined process culminating in the award of certification to a
Maladministration
candidate who demonstrates the knowledge and competences
Any activity, neglect, default or other practice that results in the
required
centre, trainer or candidate not complying with the specified
Chartered Institute of Environmental Health (CIEH) requirements for delivery of qualifications and as set out in the
An awarding organisation for workplace qualifications in food relevant legislation
safety, health and safety, fire safety, first aid and environmental
Malpractice
protection and also the professional membership body for
Any deliberate activity, neglect, default or other practice that
c. 10,000 Environmental Health Practitioners in England, Wales
compromises, or could compromise, the:
and Northern Ireland
• assessment process
Chief External Examiner
Person who ensures the integrity, scope and conduct of the • integrity of a regulated qualification
portfolio of CIEH qualifications in terms of syllabus content and
• validity of a result or certificate
review, educational rigour, assessment regimes, accessibility to
all groups and quality standards • reputation and credibility of the awarding organisation
CIEH-Coursefinder contact • qualification of the wider qualifications community
Person at the centre responsible for maintaining the CIEH-
Coursefinder entry and enrolment of candidates
Management of certificates Training delivery

The mechanisms in place to ensure that all certificates awarded The means by which the content of Person in Charge
by the CIEH remain secure and are only delivered to the person qualifications is delivered to candidates
whose name is on the certificate
Training support services
Mandatory requirements A range of additional services provided to registered centres and
Requirements imposed following an audit that must be trainers by the CIEH following registration
successfully concluded to enable the centre or trainer to continue
their role and function
MyCIEH
An online community and resource for all registered centre
contacts and trainers
Procedures
Documents outlining the roles and responsibilities of the CIEH,
centres and trainers with respect to the centre and trainer
agreements
Programme
Description of training, including overview of content and
timings of sessions for the clients’/candidates’ information
Qualifications Standards Committee
The body that overviews the operations of the certification body
in order to satisfy itself that the activities of the certification
body are both objective and perceived as objective
Quality Assurance Contact
The person at the centre responsible for quality and auditing
issues
Reasonable adjustment
Changes made to accommodate the specific needs of a
candidate undertaking an examination
Session plan
Document outlining content, timings, aims and objectives of a
training session, providing a guide of what is expected of the
trainer and candidate
Special consideration
Unique requirements arising from an unanticipated incident in
the examination room
Stakeholder/subcontractor
Partner, stakeholder or subcontracted companies/organisations
(for example local job centres, businesses, enforcement
authorities, other centres, colleges etc.) involved in CIEH
qualification delivery
Trainer
Registered provider of training courses in support of CIEH
qualifications
Trainer agreement
Annual agreement signed by the trainer agreeing to set terms
and conditions
Trainer charter
Certificate awarded to a trainer detailing key quality standards
Trainers’ Notes
Training manual, including a PowerPoint presentation, supplied
as part of the CIEH training pack
Dubai Healthcare City,
Building 25,
Office 101,
Dubai, UAE.
Telephone +971 (0)4 454 1241
Email middleeast@cieh.org
Web www.cieh.org/middleeast

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CIEH Person in Charge

Quality Procedure Manual

Use of CIEH name, logo and qualification titles 9

Use of DAC accreditation symbol 11

Use of CIEH training support services  19

Appointing and using invigilators  24

Suspected malpractice and maladministration 38

Suspension or withdrawal of certificates 41

Auditing of registered centres and trainers 42

CIEH Middle East contact details

Telephone: +971 (0)4 454 1241

Mobile: +44 (0)7980 255547

Use of CIEH name, logo and qualification titles

9 Use of the CIEH registered trainer logo

Use of DAC accreditation symbol

7 Example of a copyright notice 8 Copyright and visual impairment

6.2.2 To maintain standards and promote equality of 7.8 Pre-course information

7.14.7 Course evaluations should be considered as part of the

7.15 Conduct of examinations

Use of CIEH training support services

6 Candidate completes application form and confirms they

CIEH Middle East

8 CIEH Middle East

5 Candidate is initially assessed by trainer, who confirms

CIEH Middle East CIEH Mid

12 CIEH Middle East records candidate

CIEH Head Office CIEH Hea

11 Trainer completes Summary Sheet

23 Centre receives details of examination

CIEH Middle East

20 CIEH Head 21 CIEH Head Office issues certificates,

Appointing and using invigilators

10 Before the examination • draw candidates’ attention to the instructions on the

20 Examination re-sits 21.4 If no response from the centre is forthcoming after 14

Guidance on the use of communicators for

6.4 Replacement certificates have precisely the same standing

6 The appeals process

7 Persistent and vexatious correspondence

Suspected malpractice and maladministration

Suspension or withdrawal of certificates

Auditing of registered centres and trainers

Table 1: Standards against which registered centres/trainers are audited

Standard Criteria for assessment

5 The quality of all training resources is assured.

6 The knowledge of the trainer is technically accurate and

6 Audit types 7.5 Records or documents presented in support of an audit

Grading Auditor’s response Score

The criterion is met to a satisfactory level Compliant (C) Full score

The criterion is partly, but not fully, met and improvements

Grading Auditor’s response

9 The audit report Suspension of centre and/or trainer audit sanctions

Management of certificates Training delivery

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Use of CIEH name, logo and qualification titles 9

Use of DAC accreditation symbol 11

Use of CIEH training support services 19

Appointing and using invigilators 24

Suspected malpractice and maladministration 38

Suspension or withdrawal of certificates 41

Auditing of registered centres and trainers 42

6 Candidate completes application form and confirms they

8 CIEH Middle East

5 Candidate is initially assessed by trainer, who confirms

12 CIEH Middle East records candidate

11 Trainer completes Summary Sheet

23 Centre receives details of examination

20 CIEH Head 21 CIEH Head Office issues certificates,