Principles of Operational Quality Assurance
General settings
- Complok OÜ (hereinafter Complok) organizes training for adults.
- Complok bases its activities on the Adult Education Act.
- Training takes place in premises suitable for studies. In-house training is conducted in the premises of the training client or in rented premises.
- Training takes place throughout the year according to the training calendar.
- The volume of training is calculated in hours.
- Training takes place as group training or through the Complok Learning e-learning platform. For individual training, an individual curriculum may be used based on the learner’s needs.
- Training is in Estonian or in English.
- Training takes place according to the schedule on the training sub-page of the Complok website.
- Complok is not responsible for the health condition of participants or possible injuries.
Quality assurance for trainers
- Training is provided by recognised lecturers and top professionals with theoretical and practical competence.
- Lecturers are regularly involved in enhancing the training.
- Complok is not responsible for any damage to a participant due to a lecturer’s presentation skills.
- Complok assesses lecturers’ qualifications and suitability on the basis of their professional education and practical experience, using publicly available information provided by the lecturer.
Basics of curriculum quality assurance
- Curricula are compiled based on customer needs and may change accordingly.
- Feedback on training is taken into account when designing curricula.
- Modern methods are used and the needs and level of the training group are taken into account.
- To complete Complok training and receive a certificate, full-time participation and passing a knowledge test are required.
- Complok public training curricula include: curriculum name; learning outcomes; preconditions (if any); total study volume and content; description of the learning environment; list of study materials (if provided); conditions for finishing and certificates; and lecturer qualifications, study or work experience.
Quality of the learning environment
- Complok training takes place in rooms that meet modern requirements.
- For physical training, Complok provides electronic training materials to any registered participant who has paid the invoice.
- Participants can use the internet in the training rooms.
- Study rooms are equipped with modern training equipment.
- Training group sizes vary.
Customer communication
- Customer service is in Estonian and English.
- Contact details are on the Complok website.
- For questions or complaints, contact Complok by phone +372 5554 5709 or email info@complok.eu.
Procedure for collecting training feedback
- Complok may ask participants for feedback on the training, lecturer and content. Participants can suggest improvements. Complok also asks trainers for feedback after training.
- Feedback uses evaluation scales and open-ended questions at different levels.
- Feedback is used to improve future curricula, trainers and learning arrangements.
Payment for training
- Training can be paid by invoice; the invoice is sent to the customer’s email and must be paid by the deadline to the stated account.
- Before payment, the customer must check that the training, participants and prices on the invoice match their order.
- Fees are in euros and include VAT.
- Complok sends an order confirmation by email. If there are errors (wrong training, participants, etc.), the customer must contact Complok immediately at +372 5554 5709 or info@complok.eu.
Payment options and refunds
- Orders can be paid by bank transfer.
- Refunds are made to the same account from which the invoice was paid.
Right of withdrawal
- Withdrawal is possible up to 15 calendar days before the training (100% refund).
- To withdraw, the customer submits a request by email (info@complok.eu) stating the training name and date and the participant name. The participation fee is not refunded in case of force majeure where the training cannot take place.
Privacy policy, processing of personal data
The Complok Terms of Use and Privacy Policy can be found on our website.
Dispute settlement procedure
Disagreements or disputes between Complok and a participant or trainer are resolved by the parties, in particular through negotiations. If no consensus is reached, the dispute is settled pursuant to Estonian law.