Celebrating Successful Students in Over 20 Countries ‘Online Horse College’ is now ‘International Horse College’

Refund, Complaints & Appeals Policies

International Horse College has a complaints policy to manage and respond to allegations involving the conduct of:

a. International Horse College, its trainers, assessors or other staff

b. a third party providing services on International Horse College’s behalf, its trainers, assessors or other staff or

c. a learner of International Horse College


International Horse College has an appeals policy to manage requests for a review of decisions, including assessment decisions, made by International Horse College or a third party providing services on International Horse College’s behalf


International Horse College’s complaints policy and appeals policy

a. ensures the principles of natural justice and procedural fairness are adopted at every stage of the complaint and appeal process

b. are publicly available

c. set out the procedure for making a complaint or requesting an appeal

d. ensure complaints and requests for an appeal are acknowledged in writing an finalised as soon as practicable, and

e. provide for review by an appropriate party independent of International Horse College and the complainant or appellant, at the request of the individual making the complaint or appeal, if the processes fail to resolve the complaint or appeal


Where International Horse College considers more than 60 calendar days are required to process and finalise the complaint or appeal, International Horse College will

a. inform the complainant or appellant in writing, including reasons why more than 60 calendar days are required, and

b. regularly update the complainant or appellant on the progress of the matter


International Horse College:

a. securely maintains records of all complaints and appeals and their outcomes, and

b. identifies potential causes of complaints and appeals and takes appropriate corrective action to eliminate or mitigate the likelihood of re-occurence


Where International Horse College is an employer or a volunteer origination whose leaners solely consist of its employees or members does not charge fees for the training or assessment, and does not have in place a specific complaints and appeals policy in accordance with the previous clauses, the organisation has a complaints and appeals policy which is sufficiently broad to cover the sevices provided by International Horse College