B1.1 (Stein på stein, chapters 1-4)

Registration form

This is a registration form for the Norwegian B1.1 (Stein på stein, chapters 1-4) course at Alfaskolen. Please be aware that this is a binding registration. After submitting the registration form, you will receive an e-mail with the confirmation link. Please click the link to complete your registration.
Course Number	B1-1 (New)-23-2019
City	Oslo
Days	Tue, Thu
Time	10:00 - 12:15
Period	03-09-2019 - 26-09-2019
Hours	24
Price	NOK 3 600.00
I want to sign up for this course
Do you need visa to Norway?
Firstname
Lastname
Date of birth (DD-MM-YYYY)
Address
Postcode
City, Country
Telephone
Repeat Email
Nationality
Level of education
Who is paying for the course?
Payer
Participants who are not paying for the course themselves need to bring a confirmation from their payer. You can download the confirmation form HERE.
Important!

Your payer will be informed about your registration. Please make sure that your payer agrees to pay for your course!
You are personally responsible for providing the school with the Third Party Billing Statement (TPBS)
If your payer will refuse payment or you fail to provide the school with TPBS, Alfaskolen will hold you responsible for the payment, which means that you will receive the invoice for the course and will be charged the full course fee.
In case you want to cancel the course due to payer's payment refusal, Alfaskolen's rules and regulations applies, and you might be charged a cancellation fee.
Payer's name
Payer's address
Payer's postcode
Payer's city, country
Payer's contact number
Payer's email
Participants must take a valid ID (Passport) to the first lesson and present it to the reception!
Comments
How did you get to know about us?
Regulations
                         

Terms and Conditions
Alfaskolen's school regulations

General:

1.1. The school is anti-racist, apolitical and non-religious. Alfaskolen is proud to accept all students for who they are, regardless of what they look like, believe in or who they love. Students and teachers come here to learn and not to convince others of their beliefs or convictions.
1.2. Both teachers and students should work in pleasant conditions. Quarrelling, swearing and using offensive language are not tolerated. We expect everyone in our school to treat each other with respect. Do not laugh at or criticise other classmates' mistakes. Remember that everybody is here to learn.
1.3. Course registrations are limited to students celebrating 18 years of age or more during the calendar year in which the course in question is taking place for classroom course and 15 years of age or more for online courses. Students under this age limit will not be admitted to our courses. For all students under the age of 18, the course agreement (“kursavtale”) must be signed by their legal guardian or parent.
1.4. Alfaskolen provides courses in Norwegian and Social Studies to both students who are covered by the Norwegian introductory program and those who are not covered by the program. Both groups of students must pay for courses as Alfaskolen is a private provider of Norwegian lessons.
1.5. It is forbidden to smoke inside the building. Persons smoking outside the building are asked not to throw any cigarette ends or anything else on the building stairs or around. Persons caught smoking inside the building will be charged a fine of 500, - NOK.
1.6. Persons under the influence of alcohol and/or any other substances will be asked to leave the school with no right to compensation for missed lessons.
1.7. Violation of rules #1.1.- #1.6. will be followed by an official warning; repetitive behaviour will ultimately lead to expulsion from the school with no right to any refund of the value of the remaining classes of the participant's course.
1.8. Teachers are there to help the students within the school's syllabus. They do not translate letters or other texts, nor do they fill out application forms, etc. The teacher's task is to teach according to the Norwegian syllabus.
1.9. There may be information on our websites that contains typographical errors, inaccuracies or omissions, including descriptions, pricing, availability, and various other information. Alfaskolen reserves the right to correct any errors, inaccuracies, or omissions and to change or update information on the websites at any time, without prior notice.
 

Courses and lessons:

2.1. All courses are taught purely in Norwegian with fast progression, unless a course description states otherwise.
2.1.1. The length of our courses is stated in lesson hours per session. Our lesson hour lasts 45 minutes.
2.1.2. Our courses and the school are approved by Kompetanse Norge. Particular rules apply to persons covered by the Introduction Act. If you are entitled or obliged to complete hours of approved tuition, you must inform the school about this when signing up for a course. The school cannot issue certificates with approved hours if you have not requested this before the course start as the process requires mapping your skills and requirements beforehand.
2.2. Everybody is expected to come to class on time (at the latest five minutes before the scheduled start time), regardless of the nature of the session (incl. drop in). When someone is late, he/she will disturb others in the class and distract the teacher.
2.3. Mobile phones need to be switched off or changed to vibration mode before the course start. If a student is expecting an important call, please sit near the door and leave the room to answer the call. Show consideration to ongoing lessons and please keep your voice down throughout the school to keep disturbance to a minimum.
2.4. Questions regarding the lesson should be asked during the lessons. The teacher has the right and duty to rest during breaks.
2.5. Any administrative questions, for example, regarding course dates, fees or school opening times should be directed to the reception, not to the teachers.
2.6. (Does not apply to One-Year Programs) Changing from one course group to another during a course due to external and unexpected circumstances (e.g. illness of a close family member) can be arranged but will be charged with an administration fee. The course participant will continue lessons in another group equal to the one they had to quit, from the point where he/she ended lessons in the old group. Changing the course group can be arranged ONLY after the reception has received a valid reason in written form and it has been approved by the school (i.e. doctor's note regarding illness). The school does not accept course change requests by phone.

The fees for changing a course are as follows:


	Summer courses: 25 % of the first week’s course fee.
	All other courses: 30 % of the full course fee


2.6.1. Students are responsible for signing up to the correct course level. To estimate your level, you may take a free placement test on Alfaskolens website or at school to assess your level before signing up for a course. If you sign up for an incorrect level due to your own mistaken estimate of a course level, you will be charged applicable course changing fees for changing your course level, see rules #2.6., #4.3. and #4.4.
2.7. If the student is no longer able to participate in the course due to illness, he/she needs to present a doctor’s note to the reception to be allowed to change to another course group free of charge or have the remaining hours of the course refunded. The refund amount will be calculated from the day the school received the documentation (NOT from the date that is stated on the document). A deductible administration fee of 50% will be deducted by the school.
2.8. Participants may purchase additional lessons in other groups, so called drop-in classes, on the condition that there is a place available. The price for drop-in sessions is 600, - NOK per session.
2.9. For courses which are on special offer, the conditions of the given promotion apply. Each participant is expected to make themselves acquainted with the general school regulations before enrolling in a course even if it is on special offer. Promotions cannot be combined with other discounts/promotions.
2.10. A scheduled course will start when the required minimum number of participants has signed up and confirmed their participation. The school reserves the right to cancel or postpone a course when the number of confirmed participants is lower than required. The school also holds the right to change/adjust start dates, times and teachers.
2.11. Participants taking part in 1-on-1 individual lessons and drop-in sessions can postpone a lesson at the latest 24 hours before the scheduled meeting. In cases where the school is notified too late or in case of a no-show, the participant will be charged for the missed lesson.
2.12. The use of course books and material is obligatory. The cost of books is NOT included in the course fees. Course books can be purchased at our school within the receptions opening hours, in Norwegian bookshops or online. Only when the school clearly provides the information that the course materials are included in the price, will there be no need to purchase books.
2.13. Our courses progress at a fast pace and require familiarity with the Latin alphabet. Courses are taught in the same language that is being taught and suits students on Spor 3 (fast track).
2.14. At the end of each course, each participant who has completed more than 80% of the course content, will receive a digital course certificate. A hard copy of the certificate or any additional documentation (such as confirmation of Norwegian level or confirmation of partial course attendance etc.) can be requested in the school's reception for a 100, - NOK administration fee. For a certificate of approved hours, see rule #2.1.2.

Registration and payment:

3.1. Participants are personally responsible for checking whether they are covered by the Norwegian introductory program and for providing Alfaskolen with correct data during the registration process. Alfaskolen does NOT take responsibility for incorrect or incomplete personal information provided by participants during the registration process. Please address all questions concerning the introductory program to UDI.
3.2. A registration for the course is binding, when the school has received one of the following:
a) A completed online registration form through Alfaskolen's websites, Alfaskolen.no or LearnNorwegian.online.
b) An e-mail which includes the applicant's full name, address, phone number, date of birth, the name and start date of the course, and a confirmation that he/she has read and accepts Alfaskolen's school regulations.
c) A completed and signed course agreement ('kursavtale') which is available in the school's reception.
d) A phone registration, only applicable for students that are already registered in Alfaskolen’s booking system.
3.3. Participants are responsible for providing a correct e-mail address. Alfaskolen cannot be held responsible for administrative emails (course links, homework, etc.) being diverted into the participants’ spam folder. All participants need to ensure that Alfaskolen.no is not marked as spam.
3.4. Participants are responsible for providing Alfaskolen with updated information on telephone number, e-mail address, home address and any other important changes in personal data.
3.5. If the course fee is not being paid by the applicant, but e.g. an employer or host family, the third party needs to confirm this in writing to the school. If such confirmation has not been received by the school, the applicant will be held responsible for covering the costs for his/her course.
 

For all classroom courses:

3.6. After the course registration is confirmed, an e-mail or letter with detailed information about how to make the payment for the course, will be sent to the applicant. The course fee must be paid at the latest on the payments due date ('betalingsfrist').
3.7. The invoice for the course can be paid:
- using an online bank account ('nettbank')
- at the post office or in the bank
- with a credit card (Visa or Mastercard)
- in cash at our school within the reception's opening hours (an additional fee of 85,- NOK will apply for each invoice)
3.8. It is important to bear in mind that most banks charge additional service fees when receiving international bank transfers:
Alfaskolen's bank DNB charges the following fees for incoming international payments:
- amounts up to 5.000,- NOK or the equivalent value in foreign currency: 50,- NOK fee
- amounts above 5.000,- NOK or the equivalent value in foreign currency: 100,- NOK fee
Alfaskolen does NOT cover these additional costs: the service fees plus any fees charged by the course payer's own bank are to be covered by the course payer.
3.9. For all courses (except the One-Year Programs) the total course fee must be paid AT THE LATEST ONE DAY before the course start. Alfaskolen reserves the right to ask for a proof of payment on the first day of the course.
3.10. The full course fees for our One-Year Programs must be paid within 10 days of receiving the payment information letter (see rule #3.6.). The student's admission to these programs is only confirmed after the payment of the full course amount (additional bank service fees NOT included) has been recorded on Alfaskolen's bank account. 10% of the course fee for our One-Year Programs are administration fees and are as such non-refundable.
3.11. If desired, an official letter confirming the admission to the course can be sent to the student, e.g. in order to apply for a visa (more information to be found under the paragraph 'Visa and Student Deposit Account'). This letter will only be sent after the payment of the full course amount (additional bank service fees NOT included) has been recorded on Alfaskolen's bank account. See rule #5.1. for more information. This rule will in this case supersede rules #4.3. and #4. 4.
3.12. Registration for a course, either through the internet or by course agreement ('kursavtale'), is binding. However, in certain situations Alfaskolen does allow participants to resign from a course registration list before the start of the course. See paragraph ''Resignation and Cancellation fees' for detailed information.
3.13. If the participant on the date of the course start decides that they no longer wish to participate in the course, he/she will nonetheless be obligated to pay the full course amount as stated on his/her invoice/payment information letter.
3.14. All course fees (except One-Year Programs) can be paid in two instalments after consultation with the reception. The first instalment will include an additional fee of 300, - NOK. This option applies only to persons with residence in Norway and who have a Norwegian Personal number. Due to administrative reasons, this option is only available when the participant informs the school about this when signing up.
3.15. The course fee for the One-Year Programs can be paid in four equal instalments, after consultation with the reception. The first instalment will include an additional fee of 400, - NOK. This option applies only to persons with residence in Norway and who have a Norwegian Personal number. Due to administrative reasons, this option is only possible when the participant informs the school about this when signing up.
3.16. Invoices/payments which are not paid by the due date ('betalingsfrist') will be processed in accordance with Norwegian law and the amount due will be registered in the Norwegian debt collection office ('Inkasso'). The 'Inkassobyrå' is an external institution that calculates and charges late fees and accrued interest in addition to the main claim.
3.17. Alfaskolen reserves the right to withhold the participant's course certificate ('kursbevis') after the last lesson, if the participant's course has not yet been paid.

For all online courses:

3.18. You can purchase Norwegian online courses via Alfaskolen’s official online store www.learnnorwegian.online. You need to provide your email address, your name, billing address and a valid phone number before making any purchase.

You can pay for the Norwegian online courses by using
- A credit card
- Vipps
- AfterPay (for companies only)
You will receive an order confirmation by email for your purchase.

Resignation and Cancellation fees:

4.1. Norwegian “angrerett”: Registrations carried out on Alfaskolen’s website are subject to the Norwegian «right to withdraw» (Angreretten) kap.6 § 20. The withdrawal deadline is 14 days (as in kap.6 § 21) from the day the course participant receives the email confirming the registration. The sent withdrawal form may be filled out and sent in at the latest on the day of the deadline. The form can be sent by email to info@alfaskolen.no, or by mail to Kongens gate 15, 0153 Oslo. According to § 26 of “Angreretten”, the participant is obligated to pay for all sessions held before the date of exercising the right to withdraw.
Registrations carried out on Alfaskolen's premises are subject only to Alfaskolen’s own resignation conditions:
4.2. Resignations for courses are only accepted when they are presented on time in a written form, either by e-mail, through the school's website or delivered to the reception. The school does not accept any resignations over the phone. A registration for a course will be considered as binding until a written resignation is received by the school.
4.3. Alfaskolen has the following policy regarding resignations and changing courses (does not apply to visa applicants):

a) Alfaskolen allows resignations from the course list free of charge when the resignation is received in written form 8 or more calendar days before the course start date. (Example: if a course starts on 15 January, the participant can resign from the course free of charge up to and including 7th of January.)
b) Registrants who have already paid the course fee but decide to resign 8 or more calendar days before the course’s start date will get their full course fee refunded.
c) Registrants resigning from the course 7 calendar days or less before the course start date will not be charged the full course amount, but WILL be charged a resignation fee (see rule #4.4.). (Example: if a course starts on 15 January and the participant resigns in the period 8th-14th of January, he/she will be charged a resignation fee.)
d)Registrants who have already paid the course fee and decides to resign 7 calendar days or less before the course’s start date, will get their course fee refunded, minus a resignation fee (see rule #4.3.).
e) Resignations received on or after the first day of the course are not accepted. Registrants will be charged the full course fee as stated on the course invoice(s).
f) Registrants who have been accepted to one of our One-Year Programs and do not require a visa can cancel their registration up to 30 calendar days before the program start date. An additional resignation fee applies (see rule #4.4.). Resignations received 29 calendar days or less before the program start date are not accepted.
4.4. Alfaskolen’s resignation and change of course fees are as follows:

a) One-Year Programs: 10 % of the full course fee.
b) Summer courses:  25 % of the first week’s course fee.
c) All other courses:  30 % of the full course fee
d) Other than rules #2.6. and #4.1., the participant holds no right to any form of refund or compensation for the paid course amount or amount due in case he/she decides to leave/is forced to leave the course earlier than the course end date.

4.5. Any interest accrued on funds held in any of Alfaskolen’s bank accounts is the sole property of Alfaskolen AS.

Visa and Student Deposit Account:

5.1. Applicants who need an official Admission Letter from the school in order to apply for a visa/permit are obliged to pay the full course fee (additional bank service fees NOT included) before such a document will be issued and sent. This rule supersedes rules #4.3. and #4.4. regarding course resignation/changing courses and fees linked to course resignation/changing courses.
Applicants who need an official Admission Letter from the school in order to apply for a visa/permit have the following two options:
5.1.1 If you register and pay for one of our courses with less than 96 lesson hours, the course is non-refundable. Choose your course with care.
5.1.2 If you register and pay for one of our full level courses (96 lesson hours), your payment is considered an "open payment" and is valid for 12 months. If you are not able to join the course that you signed up for, you have the right to cancel the course you signed up for, 8 or more calendar days before the course start date, for free. You can rebook the course to any other course without any fee. However, if you choose to complete the level with more expensive courses you will be charged the difference. Your payment includes a 35% non-refundable cancelation fee. You will be refunded 65% of the course fee only in case your visa application is denied (you will need to send us a copy of the letter from UDI confirming that your visa was denied).
5.2. Alfaskolen has established a Student Deposit Account (from now on called SDA) for course applicants, who in order to apply for a visa/permit need to store a certain amount of money on a Norwegian bank account. The SDA is available ONLY for applicants who need to apply for a visa/permit.
5.3. The full course fee and the deposit amount due to be paid to the SDA are two separate items: the course fee is NOT a part of the deposit amount.
5.4. Applicants who are granted a visa/permit based on admission to a course at Alfaskolen in order to learn Norwegian are obligated to obtain a minimum attendance of 80 % of the course's content.
5.5. Students are obliged to open a personal bank account in their name in a Norwegian bank within three months after arrival to Norway. ONLY after the student has presented official documentation from the bank that a new account has been established in the student’s name, Alfaskolen will transfer the full deposit amount from the SDA to the students own Norwegian personal bank account. The applicant cannot claim the accrued interest on the deposit.
5.6. Other than rule #5.3. Alfaskolen does not allow ANY other transactions to be made on the SDA.
5.7. If the visa application is rejected/denied, Alfaskolen will refund the course fee to the applicant, after having deducted a 35 % cancellation fee (10% for One-Year Programs). Alfaskolen will also refund the full deposit amount from the SDA to the applicant. The applicant cannot claim the accrued interest on the course fee and deposit.
5.8. The refunds from rule #5.7. will only be carried out after Alfaskolen has received a scan/copy of an official letter from the Norwegian Embassy, Consulate or UDI, which states that the visa application has been rejected/denied.
5.9. Alfaskolen can never guarantee that a student will be granted a visa; Alfaskolen is thus not liable in the event of visa refusal or expiry.
5.10. It is up to the applicant to find out about the possibilities and requirements regarding visa. This can be done at the local Norwegian Embassy / Consulate or at the Norwegian Immigration Department (www.udi.no). Alfaskolen only provides information about its school and courses and not about visa regulations and conditions.
5.11. The following rule regarding course resignation applies to registrants who have applied for a visa: Registrants who require a visa, have been admitted to a course/program, and have received a Letter of Admission can only resign if his/her visa application is rejected/denied. No other resignations are accepted.

Online Norwegian courses:

6.0 We offer virtual classroom group courses with a teacher on a digital platform. The number of lesson hours you receive varies and is clearly stated in the course descriptions. All lesson hours last 45 minutes each.
6.1. Other online courses: We offer 3 types of individual online courses: 


	One-to-one access to an online teacher with face-to-face Zoom-meetings. 
	Online Norwegian course packages with access to a program of digital resources and a bundle of face-to-face online teaching hours on Zoom.
	Online Norwegian courses (self-study) with teacher’s follow-up in the program that can be supplemented by buying one-to-one Zoom meetings with an online teacher.


6.2. If you have booked a course with one-to-one access to an online teacher, you have access to your online teacher only during the course period. The Zoom-meetings and the written exercises must therefore be completed during this course period.
6.2.1. For the writing course and the preparation courses, the course period will be 6 weeks from the date you receive the “Welcome to your course” e-mail from your teacher. In addition to 3 Zoom-meetings (30 minutes each), you can contact your online teacher with questions related to the course or meetings by e-mail during this period.
6.2.2. You have access to interactive eLearning resources during the purchased period from the date you receive your user account information.
6.2.3. For the one-to-one interactive online Norwegian program with teacher, you have access to your online teacher for 4 to 20 weeks depending on your purchase from the date you received the “Welcome to your course” e-mail from your teacher. In addition to 4 Zoom-meetings (45 minutes each), you may contact your online teacher with questions related to the course or meetings by e-mail in the course period.
6.2.4. You have access to an interactive learning program for 4-24 weeks. The length is depending on your purchase and your access starts from the date you receive your user account.
6.3. If you wish to extend your access to the online resources, have additional Zoom-meetings and/or written exercises, you must contact Alfaskolen.
6.4. About Zoom-meetings: The duration of the Zoom-meetings varies for the various online courses. The duration of our virtual classroom group courses is described in rule #6.0.
For the one-to-one online courses, the preparation courses and the writing courses, the meetings are a minimum of 45 minutes. You can schedule longer Zoom-meetings with your online-teacher.
6.5. Our virtual classroom group courses follow a preselected fixed schedule. All course schedule times are stated in Norwegian standard time (Central European Time or Central European Summer time). All other, one-to-one Zoom-meetings must be scheduled in the period 08:00 – 20:00 (Norwegian standard time), Monday to Friday unless you and your online teacher have agreed otherwise.
6.6. About username and password: On courses where you have access to digital resources you will receive a username and password. This is your private user account and must not be shared with anyone. If you share this account with another person, you will lose access to the digital resource.
6.7. About prices and payment: The payment for the course must be registered before starting the course.
6.8. About cancelling or postponing an online course and online course meetings: You have full right of cancellation for 14 days from the day you buy the course in accordance with the Cancellation Act/Norwegian “angrerett” (see also rule #4.1.). If you want to cancel the course after this period, you will not be refunded the course payment. If your course has started, you will be charged for the days you participated in the course and this amount will be deducted from your refund.
6.9. For virtual classroom group courses, Alfaskolen allows resignations from the course free of charge when the resignation is received in written form 8 or more calendar days before the course start date. (Example: if a course starts on 15th January, the participant can resign from the course free of charge up to and including 7th of January.)
6.9.1. Registrants who decide to resign 8 or more calendar days before the course’s start date will get their full course fee refunded.
6.9.2. Registrants resigning from the course 7 calendar days or less before the course start date will not be charged the full course amount but WILL be charged a resignation fee (see regulation #1.10). (Example: if a course starts on 15th January and the participant resigns in the period 8th-14th of January, he/she will be charged a resignation fee.)
6.9.3. Registrants who decide to resign 7 calendar days or less before the course’s start date, will get their course fee refunded, minus a resignation fee (see rule #6.10.).
6.9.4. Resignations received on or after the first day of the course are not accepted. Registrants will be charged the full course fee as stated on the course invoice(s).
6.10. Alfaskolen’s resignation and change of course fees are as follows:

a) For all virtual classroom group courses: 30 % of the full course fee.

b) For all individual online courses: 20 % of the full course fee. 

c) Other than rules #6.9. and #6.16., the participant holds no right to any form of refund or compensation for the paid course amount or amount due in case he/she decides to leave/is forced to leave the course earlier than the course end date.
6.11. Our scheduled virtual classroom group courses will start when the required minimum number of participants has signed up and confirmed their participation. The school reserves the right to cancel or postpone a scheduled virtual classroom group course when the number of confirmed participants is lower than required. The school also holds the right to change/adjust start dates, times and teachers.
6.12. It is expected that you will be on time for scheduled Zoom-meetings with your online teacher. For one-to-one Zoom meetings, if you are more than 15 minutes late for the meeting, your lesson will be considered as a “no show” and lost. If your online teacher is more than 10 minutes late for the scheduled meeting, you can cancel the meeting and reschedule without any extra costs.
6.13. If you need to reschedule a one-to one Zoom-meeting, you must notify your online teacher or Alfaskolen in writing (by e-mail) at a minimum 24 workday hours (Saturday and Sunday are not workdays) before the scheduled meeting. If the notification is received less than 24 workday hours before the scheduled meeting, your meeting cannot be cancelled and will be considered lost.
6.14. You are responsible for the working order of your own equipment (such as pc, microphone, keyboard and internet connection). If there are problems with your equipment or internet connection, the meeting will be considered lost. If your online teacher has problems with their equipment or internet access, you can schedule a new online meeting without extra costs.
6.15. If you experience that your teacher does not follow you up adequately or you want to change your teacher, you must contact Alfaskolen or the pedagogical advisor immediately.
6.16. About sickness: If you are sick, you must notify your teacher and/or Alfaskolen in writing on the day of your illness. A doctor’s note in Norwegian or English must be sent to Alfaskolen within a week from the date it was issued. Scheduled one-to-one online meetings will be rescheduled without extra costs. For virtual classroom group courses, please contact Alfaskolen.
6.17. About course certificates: To receive a course certificate for completing your online course, you must fulfil the following criteria:
6.17.1. For virtual classroom group courses, you must attend a minimum of 80% of your scheduled sessions.
6.17.2. For online courses with interactive learning programs: Complete written exercises (minimum 6 of 8 for level A1, 5 of 6 for A2, 3 of 4 for B1, and 2 of 3 for B2 and 2 of 2 for C1), attend minimum 3 of 4 Zoom-meetings and work a minimum of 2 hours every week with the digital resource.
6.17.3. For the writing courses, preparation courses for Norskprøven and Bergenstesten: Complete written exercises (minimum 4 of 6) and attend minimum 2 of 3 Zoom-meetings.
6.17.4. For our Online self-study courses, please contact Alfaskolen.
 

Complaints procedure and policy:

7.0. Alfaskolen Complaints Procedure: If you wish to make a complaint to Alfaskolen please send an email to info@alfaskolen.no. Please ensure that the email complaint includes:


	Your name and contact details
	A description of the complaint
	A suggested solution


7.1. The complaint will be acknowledged within 2 office hours days (Monday to Friday). You can expect a substantive response within 5 office hour days and in accordance with the following Alfaskolen Complaints Policy.
7.2. Alfaskolen Complaints Policy: Alfaskolen considers complaints as a chance to put things right for the person that has made the complaint, as well as an opportunity to learn and improve for the future.
7.3. The aim of our policy is to:
- Provide a complaints procedure that is fair, clear and easy to use.
- Publicise our complaints procedure so that people can contact us to make a complaint.
- Make sure all employees at Alfaskolen know what to do if a complaint is received.
- Make sure that all complaints are investigated fairly and in a timely manner.
- Make sure that complaints are, if at all possible, resolved and that relationships are repaired.
- Gather information that helps us to improve what we do.
7.4. Definition of a complaint:
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Alfaskolen and the services it provides.
7.5. Confidentiality:
All complaint information will be handled sensitively, involving only those who need to know and following any relevant data protection requirements.
7.6. Responding to complaints:
All persons making a complaint will be treated with respect. Where possible, complaints will be resolved by agreement between the complainant and our staff.
7.7. Escalation of unresolved complaints:
If the grievance cannot be resolved by agreement, Alfaskolen will inform complainants where, externally, they may take further action.
7.8. Responsibility:
Overall responsibility for this policy and its implementation lies with the Inspector for Quality Assurance of Alfaskolen.   

*Last updated: 8th of July 2020
I have read and accepted Alfaskolen's schools regulations, registration conditions (contract terms) and payment terms.