QQI/PHECC Learner Handbook & External Reviews

External Reviews

As a QQI Approved Training Provider/Institution Qualtec are required to publish External Reviews. The following are the latest reviews:

Quality Review Framework Compliance Report Optimise Management Consultants t/a Qualtec

Learner Handbook


Learning Agreement 2

Introduction to Qualtec. 3

Our values. 3

Mission Statement 3

Breaches of Discipline. 4

Academic Misconduct 4

Recognition of Prior Learning Policy & Procedure. 5

Policy. 5

Procedure: 5

Examinations & Assessments. 6

Appeals Policy & Procedure. 7

Appeals Policy. 7

Appeals Procedure. 7

Complaints Policy & Procedure. 9

Complaints Policy. 9

Complaints Procedure. 9

Academic and IT Support 12

Data Protection and Freedom of Information Policy. 12

Data Protection and Freedom of Information Procedure. 13

Reasonable Accommodation. 15

Compassionate consideration. 16

Thank you for reserving a place on a Qualtec course. I hope you enjoy it and that it meets your expectations. Qualtec are a QQI and PHECC Quality Assured Provider and to this end have implemented a Quality Assurance System. The sections relevant to you as a learner are outlined or referenced it this handbook. It is important that you read and comply with its arrangements.

By booking on the course you are accepting the following Learning Agreement.

Learning Agreement

We promise to:

Accept you on courses in accordance with our Admissions Policy & Procedures and subject to you meeting the course prerequisites set out the course outline.

Notify you at the earliest opportunity of any re-scheduling, postponement or cancellation of classes. We will provide a suitable alternative within 5 working days or a refund.

Protect your personal Data and inform you of information retained on request and allow you request changes to in accordance with our GDPR Policy & Procedure.

Treat learners equally, fairly and with dignity and respect and recognise diversity in accordance with our Equality, Diversity Procedure.

Provide a safe learning environment in accordance with the Health & Safety Policy and Procedure.

Start courses and finish courses on time. We will inform you as early as possible on any schedule changes.

Deliver courses to the highest standard possible by competent trainers. If you are not satisfied you can complain in accordance with our Complaints Policy & Procedure.

Provide you with course notes and resources so that you can complete the course successfully.

Assess you fairly in accordance with our Assessment Policy and Procedure.

Allow you to appeal if you are not satisfied with your result in accordance with our Appeals Policy & Procedure.

As learners we expect that you:

Attend all training sessions punctually unless agreed otherwise with the trainer.

Treat learners equally, fairly and with dignity and respect and recognise diversity.

Treat equipment and buildings with care.

Contribute and participate constructively in the training sessions.

Submit any assignments and complete and course work within the deadline unless agreed otherwise with the trainer.

Ensure that any assignments and course work are your own and confirm this on your assignment.

Comply with the course Examination rules.

Abide by any fair disciplinary actions set by the trainer and/or Qualtec.

Pay for the course in full within the credit terms.

Introduction to Qualtec

Qualtec specialises in the delivery of Instructor Courses including Manual Handing, Patient Handling, First Aid, Cardiac First Responder (CFR), Abrasive Wheels and Fire Safety. It was established in 1993 by Sean Kelleher.  Originally, Qualtec was involved in consultancy, specialising in the implementation of Quality Management Systems into companies. We have assisted hundreds of companies in Ireland, UK and USA to achieve ISO 9000 accreditation.

From the year 2000, Qualtec began to specialise in the training of Instructors. Since then, we have trained over 5,000 people as Instructors. Qualtec began delivering the Manual Handling Instructor programme and then progressed onto delivering the Patient Handling Instructor Course. We were one of the first companies to become approved by FETAC/QQI in 2008 to deliver the Level 6 Manual Handling and People Moving Instructor programmes. We are also approved to deliver the Level 6 Training Delivery & Evaluation course.

In 2011 Qualtec became a Pre-Hospital Emergency Care Council (PHECC) Recognised Centre and began delivering the CFR Instructor programme. In 2017 Qualtec was one of the first companies approved to deliver the new First Aid Responder Instructor courses and have assisted over 150 trainers progress from being Quality and Qualifications Ireland (QQI) Level 6 Ordinary First Aid (OFA) Instructors to becoming FAR Instructors.

Qualtec also delivers the Abrasive Wheels, Working at Heights and Fire Safety/ Fire Marshall Instructor programmes.

Our values

Our values are Integrity and Professionality. We aim to achieve this by ensuring that we advise learners honestly and professionally in how they can progress as trainers and instructors.

Mission Statement

Qualtec’s goal is to become regarded as the premier provider of accredited Instructor Training courses. These include courses leading to both PHECC and QQI Awards.

Our mission is to ensure that our learners leave our courses being both confident and competent in the skills that we have trained them in.

We see our relationship with our customers as a partnership and we want them to become successful in their roles.

We endeavour to achieve this mission through the delivery of our courses in a fun and focussed and inclusive manner.

We endeavour to deliver our programmes using the latest best practise, technology and innovation whilst meeting our Awards Bodies’ learning outcomes.

Qualtec is committed to encouraging and enabling adults to achieve their learning goals through quality training with appropriate support, thus promoting equal opportunities and widening participation.

Breaches of Discipline

Any act or omission, which affects adversely the rights of any learner/staff member or which disrupts the orderly and responsible conduct of any company activity, or which violates the Learning Agreement or incidents of misconduct, shall constitute a breach of discipline. Disciplinary action may result in a suspension for a fixed period or permanent expulsion from the course. Gross misconduct will result in immediate expulsion from the course. Gross misconduct could include physical or verbal abuse of another learner or trainer or academic misconduct.

Academic Misconduct

Learners must complete their assignments on their own and their submitted work must be solely their own.

The following are a non-exhaustive list of Academic Misconduct:

  • Plagiarism
  • Misrepresentation
  • Bribery
  • Falsification
  • Impersonation

Penalties for Academic Misconduct include:

Loss of marks in the assessment, or part of the assessment, in which the offence was committed.

Ineligibility for an award during the year of the breach.

Suspension of the candidate, from all activities of the institution, for a fixed period of time.

Expulsion for the course.

Recognition of Prior Learning Policy & Procedure


It is the policy of Qualtec to provide Recognition of Prior Learning to learners (RPL). Qualtec recognizes that many adult learners have prior learning both formal and informal. They may wish to have this considered for the purposes of receiving awards and for access to, or exemptions from, programme requirements. To facilitate this Qualtec have implemented a process for providing RPL.


The purpose of this procedure is to recognize and facilitate Recognition of Prior Learning


Applicants requesting RPL for relevant previous learning


Head of Training & Quality


RPL Application Form


Learners are required to complete an RPL Application Form which requires details of any prior learning and return it along with supporting evidence, e.g., CV, Training Certificates.

The Head of Training and Quality will respond by email or phone to any queries that the learner might have.

The RPL Application will be reviewed by the Head of Training and Quality who will respond by email or phone to any queries that the learner might have.

The Head of Training and Quality will provide the learner with feedback on items received and options available to fulfil any outstanding requirements.

The Head of Training and Quality will assess extra items received and provide the learner with feedback to the applicant. The Head of Training and Quality will advise the applicant on whether they were successful or not.

If unsuccessful the applicant can appeal the decision through the Appeals Procedure. The learner may need to attend training days. The Head of Training and Quality will carry out any further face to face assessments required: for example, skills demonstration or written test. The Internal Verifier will verify that there is evidence available for all marks given. Final results will be emailed to learner, allowing them to appeal these results.

Examinations & Assessments

  • The Invigilator/ trainer will inform learners of the Examination regulations before commencement of the exam. This includes the following rules:
    • It is a closed book examination and that learners are not allowed consult with other learners or look at other learners’ answers.
    • Learners are not allowed to leave the examination room and return to the examination room without a genuine reason and they will need to be supervised during their absence.
    • Learners are required to put their name and examination date on their answer sheet.
    • Learners are instructed not to read the examination questions until told to do so.
    • Learners are allowed one hour to complete the examination.
    • Learners are not allowed to leave the exam until 30 minutes after the commencement or the Exam.
    • Learners will be given a 15 minute warning on time remaining.
    • Learners must remain seated until all answers sheets are submitted from their designed email and receipt has been confirmed.
    • Learners must comply with invigilators’ instructions at all times. This includes instructions to leave the examination if requested.
  • Prior to the examination the invigilator will ensure that learners’ desk surfaces can be viewed by them and that they are separated so that other learners cannot see their answers.
  • Reasonable accommodation is made for students with disabilities or other issues covered under the nine grounds for discrimination. This can include a reading out questions for learners that may have literacy issues. This will be carried out on a one-to-one basis to ensure that other learners are not disturbed or cannot hear the answers. This may also include allowing students to perform skills from a seated or table height position if necessary. This will be noted on the Assessment Sheet.
  • For any assessments carried out via video conferencing, students are required to place another camera behind them to ensure that they can be adequately supervised.
  • For QQI assessments, skills will be videoed/ photographed for evidence. Learners will be informed of this fact. This recorded evidence is stored securely in a OneDrive folder.
  • Trainers are responsible for securely storing all exam answers and marking sheets until they are returned to Qualtec’s office by email.
  • Learners are required to keep their own copy of assignments submitted.
  • Learners are required to submit completed assignments within the agreed deadline from their designated email. They will receive confirmation of receipt of same.

Appeals Policy & Procedure

Appeals Policy

It is Qualtec’ Policy that learners are assessed in a fair and credible manner.

Qualtec will facilitate learners appeal academic decisions and results in a timely and efficient manner.

Appeals Procedure


To facilitate learners to appeal academic decision & results.


All results decision for courses leading to Awards.


The Instructor is responsible for informing learners of their right to appeal a result and the process for doing so.

The Head of Training and Quality is responsible for process all Appeals.


Learner Handbook

Appeals Form


The right to Appeal and the process for doing so it detailed in the Learner Handbook which is available on the course website. This person booking the course is informed of this.

Learners are informed of their right to appeal academic decisions at the induction part of the course.

Students are informed of their result within two weeks of the course.

The learner can appeal directly to the trainer if not satisfied with the result given.

The trainer can review the assessment paperwork to ensure that the result reflects the assessment. If the trainer is satisfied with the result given the learner will be informed.

The learner may be given an opportunity to repeat the assessment by the trainer.

Any further appeals against results must be made in writing directly to Qualtec within two weeks of receiving results on an Appeals form.

The Head of Training & Quality will review the assessment evidence and will feedback to the learner within a week of the formal Appeal.

If the learner is not satisfied will the decision from the Head of Training & Quality, the assessment evidence will be assessed by an external assessor.

The learner will be informed within two weeks of the decision of the external assessor.

If still not satisfied, the Learner can opt to be assessed again by an agreed independent assessor.

The Head of Training & Quality will make the final decision on the learner result.

If the learner is not satisfied with this decision they may appeal directly to QQI/PHECC.

Complaints Policy & Procedure

Complaints Policy

Qualtec endeavors to provide a quality training and certification service through our Quality Management System. If our training or certification service falls below our customer’s expectation, we will facilitate the customer in making a customer complaint. We will take all complaints seriously and to ensure they are dealt with in a timely and effective manner.

Feedback is an essential part of evaluating our systems and continuing this excellent service. We welcome complaints as they provide an indication of areas where we need to improve our practices. All complaints are carefully evaluated, in the strictest of confidence, and where necessary action plans are put in place to rectify the situation. All efforts are made to resolve the situation without further upset to any party. Learners, staff and stakeholders have the right to make a complaint about the service, should they be unsatisfied with their experience. No person is disadvantaged as a result of having lodged a complaint. Complaints can be made by following the steps outlined in the complaints procedure. Each complaint is investigated in a timely manner. The subject of any complaint has the right to be informed of the complaint made against him or her and also has the right to respond to any allegations made against them.

Complaints Procedure


To ensure that all customer complaints are taken seriously and dealt with in a timely manner.


All complaints related to courses leading to Awards from Learners and customers.


It is the responsibility of the trainer to make the learner aware of the process to making a complaint and to inform the Head of Training & Quality of any complaints.

It is the responsibility of the Head of Training & Quality to ensure that any complaints is fully dealt with and resolved.


Customer Complaint form


The Customer Complaints Procedure is detailed in the Learner Handbook.

Learners are made aware of the Customer Complaints process on the course induction.

Learners can complain immediately to the trainer on a course or on the evaluation form.

Informal complaints

Many complaints can be dealt with informally.

A learner or customer may raise an issue informally to any member of staff or trainer by phone, in person of email.

The Head of Training & Quality must be informed of all complaints.

The Head of Training & Quality will ensure that the complaint has been dealt with appropriately.

Formal Complaints

Official complaints must be submitted in writing by either email or post on the Customer Complaints Form. This is forwarded immediately to the Head of Training & Quality.

The Head of Training & Quality will acknowledge receipt of the complaint within 24 hours.

The Head of Training & Quality will investigate the complaint. If the complaint relates to a faculty member, trainer or staff member he will communicate with this faculty member to get their version of the complaint.

The Head of Training & Quality will respond to the complainant by email within a week outlining the remedial steps to be taken.

The Head of Training & Quality will verify that this complaint has been addressed to the satisfaction of the complainant.

The Head of Training & Quality will copy the email to any other interested parties.

This will be copied to the Customer Complaints folder in Act.

The Head of Training & Quality will review complaints within a month to see if it has been dealt with to the satisfaction of the complainant.

If the complainant is not satisfied with the action taken or the complaint is about the Head of Training & Quality and they do not wish to deal with him, they can complain directly to PHECC/QQI.

Customer Information
Phone number







Customer Complaint Form

Complaint Details:












Taken by:                                                                                                                                  Date:

Corrective Action:

Taken by:                                                                                                                                 Date:

Preventive Action:

Taken by:                                                                                                                                Date:

Revision no: 0 Date: 21/05/2021

Academic and IT Support

Learners can contact the trainer directly on their email which will be provided during course induction. They can also contact administration staff in the office by email, info@qualtec.ie. Normal office hours are 9 am to 5.30 pm. Both the office and the trainer can be contacted outside these hours is the matter is urgent.

Data Protection and Freedom of Information Policy

It is the Policy of Qualtec to comply fully with Data Protection Legislation and Freedom of Information legislation.

It is necessary to gather information from learners and companies for the purpose to communicating with the learner about the course details, assessment requirements, feedback and certification.

It is Qualtec’s to comply with the six Principles laid out in the General Data Protection Regulation or GDPR Information and Data Management Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of Personal data and on the free movement of such data, and repealing Directive 95/46/EC. Data Protection Regulations:

This includes:

  1. Lawfulness, fairness and transparency: Qualtec will ensure that data protection principles do not break any laws. Qualtec are familiar with its legal obligations.

We do not collect or process Personal data without having a lawful reason to do so. We may have to collect and process your personal data where necessary for the performance of duties on your behalf, or when it is necessary for compliance with a legal obligation. We may also collect and process your Personal data for Qualtec’s legitimate interests except where such interests are overridden by your interests or fundamental rights and freedoms. When collecting and processing your Personal data, we provide you with a fair and full information notice or privacy statement about who is responsible for the processing of your Personal data, for what purposes your Personal data are processed, who the recipients are, what your rights are and how to exercise them, etc., unless it is impossible, or it requires disproportionate efforts to do so.

  1. Purpose Limitation: Qualtec only collects personal data for a specific purpose, clearly state what that purpose is, and only collect data for as long as necessary to complete that purpose. Personal data is processed mainly for, but not limited to, the following: national certification, information security management, internal and external communication, any legal requirements, data analytics operations, legal corporate management and implementation of compliance processes.
  2. Data minimisation: Qualtec only process personal data if it is necessary for a specific processing purpose.
  3. Accuracy: Qualtec will endeavour to ensure that the data retained is accurate and will correct incorrect data on request.
  4. Storage Limitation: Qualtec delete personal data when it is no longer necessary for the purpose it was collected for.
  5. This information is retained in a secure information system is designed to enable compliance with data protection legislation. This includes the establishment of data access controls, data backup systems and ensuring information material makes clear what personal data will be collected, for what purpose and with whom it will be shared

Learner and Customer information is retained in a database and one Onedrive. This information system is designed to enable compliance with data protection legislation. This includes the establishment of data access controls, data backup systems and ensuring learner material makes clear what personal data will be collected, for what purpose and with whom it will be shared.

Data Protection and Freedom of Information Procedure

To outline how personal data is protected.


Personal data belonging to customers, learners, staff and trainers


Data Controller, Managing Director


GDPR Training Records, Learner Database, Learner and Trainer files


Learner information is collected when registering for a course. There is a Data Protection Consent button on the Booking form.

The Learners Rights are outlined in the Learner Handbook which Learners confirm that they have read before providing information.

Your Rights

Right of access You can request access to your Personal data. You may also request rectification of inaccurate Personal data, or to have incomplete Personal data completed.

You can request any available information as to the source of the Personal data, and you may also request a copy of your Personal data being processed by Qualtec.

Right to be forgotten Your right to be forgotten entitles you to request the erasure of your Personal data in cases where:

  • the data is no longer necessary;
  • you choose to withdraw your consent;
  • you object to the processing of your Personal data by automated means using technical specifications;
  • your Personal data has been unlawfully processed; (v) there is a legal obligation to erase your Personal data;
  • erasure is required to ensure compliance with applicable laws.

Right to restriction of processing You may request that processing of your Personal data be restricted in the cases where:

  • you contest the accuracy of the Personal data;
  • (ii) Qualtec no longer needs the Personal data, for the purposes of the processing;
  • (iii) you have objected to processing for legitimate reasons.

Right to data portability You can request, where applicable, the portability of your Personal data that you have provided to Qualtec, in a structured, commonly used, and machine-readable format you have the right to transmit this data to another Controller without hindrance from Qualtec where:

(a) the processing of your Personal data is based on consent or on a contract; and

(b) the processing is carried out by automated means. You can also request that your Personal data be transmitted to a third party of your choice (where technically feasible).

Right to object to processing for the purposes of direct marketing You may object (i.e. exercise your right to “opt-out”) to the processing of your Personal data particularly in relation to profiling or to marketing communications. When we process your Personal data on the basis of your consent, you can withdraw your consent at any time. Right not to be subject to automated decisions You have the right not to be subject to a decision based solely on automated processing, including profiling, which has a legal affect upon you or significantly affects you.

Right to lodge a complaint to the competent Supervisory Authority If you have a privacy-related complaint against us, you should complete and submit the Complaint/Data Subjects’ Request Form or make your complaint by email or by letter in accordance with our Complaints/Requests Handling Policy. If you are dissatisfied with our response, you may then seek further recourse by contacting the relevant local Data Protection Office or the local competent court. You may also contact our lead Supervisory Authority, the Irish Data Protection Commission at www.dataprotection.ie.

Only the information required for the course is maintained.

This includes: Name, Mobile number, Company address, email.

Trainer insurance information is also retained.

This is saved in the Certificates database along with the Course Title and course expiry date.

Certification records are stored in the Learner/course folder in Onedrive by date.

Learner records are purged from the database six months after the course expiry date.

Certification Records are retained for one year.

Both the database and Onedrive are stored on an independent server by hosting companies (Microsoft and Swiftpage) which are backed up and firewalled.

Local files are firewall protected and backed up.

Staff and trainers complete GPDR training.

Trainers are required to comply with the organisation’s GDPR Policy.

Learners and trainers can request access to the information retained on them and can request that it be deleted or amended.

Reasonable Accommodation

Reasonable accommodation is made for students with disabilities or other issues covered under the nine grounds for discrimination and in accordance with the Equal Status Act 2000 (section 4).

The trainer must be informed before the course commencement of any reasonable accommodations required.

Qualtec will provide reasonable accommodation to meet the needs of any learners with a disability. In relation to assessment, reasonable accommodation incorporates adaptation of assessment when necessary to cater for learners whose personal situation may mean that an assessment would be otherwise unfair.

  • This can include a reading out questions for learners that may have literacy issues.
  • This will be carried out on a one-to-one basis to ensure that other learners are not disturbed or cannot hear the answers.
  • This may also include allowing students to perform skills from a seated to perform skills from a seated or table height position if necessary.
  • Appointment of scribes
  • Modified briefs
  • Rest periods and/or additional time
  • Adaptive technology equipment and/or software
  • Oral or video evidence

This will be noted on the Assessment Sheet.

Information pertaining to reasonable accommodation will be made available to learners at the enrolment stage and it is available in the learner handbook.

It is the learner’s responsibility to make a request for reasonable accommodation to the tutor/trainer/assessor at the time of booking or before the course commences.

The following may be required as supporting evidence:

  • Medical Report
  • Occupational Therapist Report
  • Educational Psychologist Report
  • Evidence of previous support provided during a state exam

All requests will be held in confidence as per Qualtec confidentiality and security of personal data.

Compassionate consideration

This process supports learners who face extenuating circumstances whose assessment opportunities may be otherwise compromised and to ensure no learner becomes disadvantaged.

Qualtec considers the following examples of circumstances that they will consider whilst granting compassionate consideration.

  • Physical or emotional injury 2 weeks prior to course commencement
  • Incapacity or illness preventing the learner commencing the course
  • Bereavement of a close family member
  • Domestic crisis
  • Terminal illness of close family member
  • Other extenuating circumstances.

Learners must apply to the Head of Quality and Training for consideration. Compassionate consideration is applied where a learner feels they are unable to complete the assessment task by the deadline. An extension on a submission or a new deadline date may be issued in exceptional circumstances.

Possible outcomes for compassionate consideration are

  • Short extension (up to five days)
  • Longer extension (up to seven days)
  • Deferral (considered on an individual basis)
  • Refund of fees

All information regarding compassionate consideration can be accessed in the learner handbook.

A final decision will be made by Head of Quality & Training and communicated to the learner on receipt of the learner’s application within 2 working days.

Special consideration will be given in specific circumstances such as if the learner is absent on the day of examination due to an approved special circumstance, they will be accommodated to sit the exam at the next available date where possible.

If a learner becomes unwell or incapacitated on the day of the examination or during the exam and is considered compassionate circumstance, they will be accommodated to sit the exam at a later date. Medical certification by a medical practitioner will be required to support this.