ICEQC-QF-1000 — Education Quality Core Requirements

This Standard is ICEQC-QF-1000, Education Quality Core Requirements.

The purpose of this Standard is to establish a common set of education quality requirements that is clear, verifiable and capable of consistent application across jurisdictions.

This Standard provides for determining whether, within a defined certification scope, the applicant is able to:

This Standard constitutes the common core requirements for voluntary third-party education quality certification by ICEQC.

Certification against this Standard signifies only that the certification object conforms to the applicable ICEQC requirements within the scope, edition and period stated on the certificate.

Certification does not grant, replace or imply a licence to provide education, governmental approval, statutory registration, institutional or programme accreditation, recognition of a degree or qualification, occupational admission, market authorization or any other regulatory determination.

This Standard does not reduce any legal obligation applicable to an applicant. The applicant remains responsible for identifying and complying with obligations applicable where it operates, provides services or enrols learners.

An ICEQC determination of education quality is not an unlimited assurance concerning every activity, financial condition, premises, product-safety matter or legal obligation of the applicant.

No matter outside the certification scope, not verified by ICEQC or reserved by law to a competent authority may be represented as having been confirmed through ICEQC certification.

This Standard may apply to:

This Standard may be applied in formal, non-formal and informal learning contexts. The certification scope shall accurately identify the learners, activities, jurisdictions, delivery modes, premises, platforms, versions, product models or roles included.

This Standard does not determine the merits of a particular academic viewpoint, religious position, pedagogical school or cultural expression. The selection, presentation and use of such content shall nevertheless conform to applicable requirements for truthfulness, age suitability, equity, learner protection and educational purpose.

This Standard does not replace specialist testing, a statutory inspection or a professional licence. Where premises, equipment, food, health services, transport, accommodation, hazardous activities, care of minors or another specialist risk is involved, the applicant shall obtain valid evidence required for that matter.

A normative requirement applies to every activity within the certification scope that the applicant controls, provides, commissions, claims or is able to influence materially.

A requirement stated to apply only upon a specified condition applies when that condition exists. A requirement for which no condition is stated applies in principle to every certification object.

An applicant shall not claim that a requirement is inapplicable solely because an activity is performed by an affiliate, contractor, platform, teacher, coach, distributor or other external provider.

For certification of a product, claim or person, a requirement concerning educational delivery applies to the product function, conditions of use, claim boundary or role conduct controlled by the applicant. A matter outside the applicant's control and not included in its claims may be submitted for a not-applicable determination.

Unless an applicable certification scheme establishes a more granular unit, each of clauses 9 to 75 constitutes one conformity assessment unit. A Schedule prescribes supporting record or applicability requirements that shall be evaluated within the corresponding clause and does not constitute a separate conformity assessment unit.

Each applicable assessment unit shall be determined only as conforming or nonconforming. If any applicable subclause, item or condition within the unit is not fulfilled, the assessment unit is nonconforming.

An assessment unit may be determined not applicable only where the whole unit is objectively unrelated to the certification object and scope. Where only part of a unit is inapplicable, every remaining applicable part shall be fulfilled.

A not-applicable determination shall state the objective basis and is subject to confirmation by ICEQC. It is not a waiver and shall not exclude an obligation that ought to apply.

Conformity shall not be determined by a total score, percentage, weighting, ranking, grade, star rating or other measure of relative quality.

Conformity with one assessment unit shall not offset nonconformity with another assessment unit.

A positive certification decision may be made only after every applicable assessment unit conforms and every nonconformity has been corrected and verified as closed.

The applicant shall determine the depth of control and sufficiency of records according to the nature, scale and complexity of the certification object, delivery mode, learner age and capability, data use, external dependencies and potential impact.

Proportionate application shall not weaken the required outcomes for educational purpose, learner protection, truthfulness of claims, integrity of assessment, data protection, complaint handling or corrective action.

A small or single-service provider may combine responsibilities, procedures and records if accountability remains clear, control remains effective and conflicts of interest are addressed.

Controlled information may be maintained in any reliable medium and may be integrated with other management records, provided that it remains identifiable, current, complete, retrievable and verifiable.

A method that differs from a customary practice shall not be found nonconforming solely because of its form where the applicant demonstrates that the method consistently achieves the result required by this Standard.

The same controlled information or record may support more than one applicable requirement where its relevance and traceability are clear. Duplicate information shall not be required solely because the applicable requirements are stated separately.

The following ICEQC documents apply with this Standard:

This Standard and each applicable specific requirement shall be applied together. A more specific requirement governs the matter it addresses, but shall not reduce the common core threshold established by this Standard.

Where different editions of a referenced ICEQC document exist, the applicable edition shall be determined by the certification scheme, application confirmation or transition rule.

In this Standard:

applicant — an organization or person that applies for certification and accepts responsibility for the certification object, certification scope, submitted information and continuing conformity.

learner assessment — an activity that collects and evaluates evidence of learner performance, an educational process or an educational result for a defined purpose.

automated educational function — a digital function that materially affects content recommendations, learning pathways, assessment, feedback, risk identification, admission or support with limited or no item-by-item human decision.

certification object — an organization, service, process, programme, digital service, product, defined claim, person or defined combination evaluated under an applicable ICEQC certification scheme.

certification scope — the exact boundary of certification, including the certification object, responsible client, activities, learner groups, locations, delivery modes, platforms, versions, models, jurisdictions, roles and stated exclusions.

controlled information — information required to operate, demonstrate, assess, decide, monitor or verify certification and the medium on which it is maintained.

correction — action taken to eliminate a detected nonconformity or remedy its direct effect.

corrective action — action taken to eliminate or control the cause of a nonconformity and prevent recurrence.

educational activity — an activity designed and conducted principally to enable learning, capability development or educational support.

educational provision — the combined arrangement of courses, programmes, services, resources, product functions, assessments or support made available to learners.

education quality — the extent to which an educational provision consistently fulfils its stated purpose, applicable requirements and reasonable learner needs.

external provider — a person or organization that performs an activity, supplies a component or provides evidence for or on behalf of an applicant, certified client or ICEQC.

intended learning outcome — what a learner is expected to know, understand, perform, demonstrate or apply after completing a defined educational activity.

learner — a person who participates in, uses or directly receives an educational provision.

learning support — information, personnel, resources, technology or referral provided to assist a learner to enter, participate in, progress through or complete an educational activity.

major change — a change or event capable of affecting certification scope, applicable requirements, the reliability of earlier evidence, continuing conformity or the accuracy of a certification claim.

minor — a learner who has not attained the age of majority under applicable law.

nonconformity — failure to fulfil an applicable requirement.

other beneficiary — a person or organization responsible for, supporting or reasonably relying upon a learner's learning or an educational result.

The word shall states a requirement. The word may states a permission. The word including introduces a non-exhaustive list and does not enlarge or restrict a requirement.

The applicant shall define the certification object and certification scope in controlled information.

The scope definition shall include:

The certification scope shall be consistent with actual operation, public information, contractual arrangements and submitted evidence.

The applicant shall appoint a person with ultimate accountability for continuing conformity of the certification object.

Where control is shared through licensing, franchising, distribution, partnership delivery, platform participation or a multi-site arrangement, the responsibilities and control relationship of each party shall be documented.

The applicant shall not include in a certification claim any object, premise, product version, partner or educational result that it does not control within the defined scope.

The applicant shall be able to establish its identity, legal existence, operational address and authority to accept responsibility for the certification object.

Where a licence, registration, filing, professional qualification or other authorization is legally required within the certification scope, the applicant shall maintain it in force and accurately state its extent.

The applicant shall maintain arrangements to identify, update and fulfil applicable obligations.

The applicant and its responsible officers shall not conceal a suspension of operations, sanction, proceeding, major incident, fraud investigation, change in authorization or other fact material to an ICEQC certification decision.

The applicant shall prevent bribery, fraud, improper benefit, falsification of records, misleading recruitment, fraudulent assessment and improper procurement of certification.

Personnel shall have access to a confidential route for reporting suspected wrongdoing and shall not suffer retaliation for a report made in good faith.

A material integrity matter shall be investigated, recorded and addressed, and affected parties and ICEQC shall be notified where required.

The applicant shall maintain governance and decision arrangements proportionate to the certification object.

The arrangements shall ensure that:

Responsibilities, authorities, deputizing arrangements and reporting relationships shall be defined and communicated to relevant personnel.

Where one person holds multiple responsibilities, the applicant shall identify and control conflicts capable of impairing impartiality, confidentiality or educational judgement.

Management shall receive information sufficient to determine education quality and learner risk. Enrolment, revenue, activity or completion volume shall not be used as a substitute for a quality determination.

The applicant shall establish an education quality policy suited to its purpose, certification scope and learner groups.

The policy shall commit the applicant to:

The policy shall be approved by the accountable person, kept current and communicated to relevant personnel.

The applicant shall establish evaluable quality objectives and define responsibility, time frame, resources and method of evaluation for each objective.

The objectives shall address effective educational delivery, learner experience or support, educational results and control of material risks.

Where an objective is not achieved, the applicant shall determine the cause and whether correction, resource adjustment or design change is required.

The applicant shall identify internal and external matters capable of affecting the quality of the certification object.

The applicant shall identify the reasonable needs relevant to the certification scope of learners, parents or guardians, funders, personnel, partners and other beneficiaries.

The applicant shall identify risks capable of affecting educational purpose, learner rights, continuity of delivery, assessment integrity, data protection or public claims.

A risk treatment shall be proportionate to potential impact and shall identify responsibility, time frame and means of verification.

The applicant shall identify opportunities to improve learning, accessibility, support, efficiency or reliability, but shall not reduce an applicable requirement on the ground of innovation.

Risks and opportunities shall be reviewed upon a major change, major event, complaint trend or anomalous result.

A public representation concerning identity, certification status, educational purpose, intended users, learning outcomes, personnel competence, partnerships or service conditions shall be truthful, accurate and verifiable.

Public information shall not cause a reasonable audience to form a false impression through omission, an obscured qualification, non-comparable data, selective sampling, an unsupported comparison or misleading visual presentation.

A claim concerning progression, employment, examination, certificates, credit, financial return, learning effect, pass rate, admission rate or another result shall state its defined measure, applicable population, data period, method and material limitation.

A forecast or typical result shall not be represented as a guarantee for every learner.

A learner testimonial, case, work, image or result shall be used only with appropriate authorization and shall not be presented in a manner that distorts the facts.

The applicant shall periodically review its websites, applications, recruitment material, sales scripts, distributor material, social media and certificate-related statements, and shall correct inaccurate or outdated information promptly.

Where an external provider promotes or sells on behalf of the applicant, the applicant shall control the statements authorized for use and shall address unauthorized promotion.

Before a learner, or a person acting for a learner, enrols, purchases, subscribes, enters or otherwise makes a material commitment, the information reasonably required for an informed decision shall be available.

The information shall include, as applicable:

Information before commitment shall be presented in a form appropriate to the age, language proficiency and comprehension of the intended audience.

For a minor or a learner requiring consent through an authorized representative, necessary information shall be provided to the person entitled to consent. Information directly affecting the learner's own interests shall also be explained to the learner in an appropriate form.

A material change shall be reflected before commitment. A change arising after commitment shall be notified promptly to affected parties and shall be accompanied by the choices required under the agreement.

Where the applicant controls admission, recommendation, course selection, placement or eligibility for use, it shall establish conditions and procedures appropriate to the educational purpose.

An entry condition shall relate to the knowledge, capability, age, language, technology, health or other condition reasonably necessary for successful participation and shall not create an unrelated barrier.

Where a test, interview, automated function or prior record informs admission or placement, the method shall be fit for that purpose and shall be administered by a competent person or controlled system.

Admission and placement rules shall be applied fairly and consistently. Where an exception is permitted, the authority, reasons and record requirements shall be defined.

Where the applicant knows before commitment that a material limitation is likely to prevent reasonable participation or achievement of a claimed result, it shall disclose the limitation and offer an appropriate choice.

A refusal of admission, restriction of participation or placement decision having a material effect on a learner shall be capable of reasoned explanation and review.

Certification shall not be used to imply that ICEQC has determined an individual learner to be suitable for admission, capable of completion or certain to achieve a particular result.

The principal rights, obligations and service conditions between the learner and applicant shall be established in a form that can be retained and retrieved.

The agreement shall be consistent with information provided before commitment and shall address the educational provision, duration, fees, payment, cancellation, refund, suspension, termination, data use and dispute arrangements as applicable.

A term shall not impair a learner's reasonable interests through an unreasonable exclusion of responsibility, hidden charge, compulsory waiver of a basic review right, misleading automatic renewal or disproportionate withdrawal barrier.

Fee calculation, discount conditions, financial assistance, refund and non-payment arrangements shall have a clear basis and be applied consistently.

Where the applicant cannot provide the educational provision as agreed, it shall promptly inform affected parties and provide an appropriate alternative, deferral, refund or other remedy.

Upon withdrawal or termination, a learner shall be able to obtain records, completed results and an account of unresolved matters to which the learner is entitled by law or agreement.

An agreement or payment arrangement for a minor shall be confirmed by a person with proper authority. A minor's lack of experience shall not be exploited to induce a purchase, renewal or additional expenditure.

The applicant shall provide necessary induction information and operating guidance before or when participation begins.

Induction shall address, as applicable:

At an early stage of the educational activity, the applicant shall confirm that a learner has the access, essential information and support reasonably necessary to participate.

Additional preparation proportionate to risk shall be provided for a new environment, remote delivery, specialist equipment, a higher-risk activity or a learner reasonably expected to face a material adaptation difficulty.

Learners shall have an appropriate opportunity to express views concerning their learning, support, safety and educational experience.

A major design or rule change affecting a learner group shall give appropriate consideration to the views of learners and other beneficiaries.

A method used to obtain learner views shall be suited to age, language, capability and mode of participation and shall protect a participant from adverse treatment for expressing a view.

The applicant shall explain how learner views are considered and shall retain a reasoned basis for a material matter not acted upon.

Where a parent, guardian, funder or authorized representative participates on behalf of a learner, the applicant shall define each party's information rights, decision authority and confidentiality boundary.

Before designing or materially revising an educational provision, the applicant shall identify relevant needs of intended learners and other beneficiaries.

The analysis shall consider, as applicable:

Information supporting the needs analysis shall come from appropriate sources, and records sufficient to support design decisions shall be maintained.

Where the educational provision serves materially different learner groups, the applicant shall distinguish common needs from matters requiring differentiated treatment.

Each educational provision shall have a clear educational purpose appropriate to its intended learners.

Where learning outcomes are claimed, each intended learning outcome shall:

An educational activity not principally directed to measurable learning outcomes shall state its intended educational benefit, participation result or developmental direction and shall use a method of evaluation appropriate to that purpose.

A claim of educational use for a product or digital function shall identify intended users, conditions of use, educational role and outcome boundary.

The applicant shall establish an educational provision specification sufficient to direct delivery, assessment and change.

The specification shall include, as applicable:

The specification shall be sufficiently detailed for competent personnel to implement the educational provision with reasonable consistency.

A single-session, short-duration or highly individualized service may use a simplified specification but shall not omit a matter material to purpose, intended users, method, accountability or evaluation of results.

The applicant shall assign responsibility for designing, developing, reviewing and approving an educational provision.

Design inputs shall include the needs analysis, educational purpose, applicable requirements, prior experience, learner risks and necessary resources.

The design process shall align content, methods, activities, resources, support and assessment so that they collectively support the intended result.

Design shall be reviewed by persons competent in the relevant educational, subject, technical or learner-protection matters. Where one person undertakes the whole design, an appropriate independent check or trial shall be used.

A new or materially changed educational provision shall undergo checks, trial use, technical validation or limited implementation proportionate to risk before full release.

A problem identified during trial or early implementation shall be addressed before full release. Where immediate resolution is not possible, the risk shall be evaluated and an explicit limitation imposed.

Design output shall receive authorized approval and shall be traceable to its version and effective date.

Educational content shall be relevant to the educational purpose, intended learners and intended learning outcomes.

Accuracy, currency, age suitability and reliability of sources shall be reviewed according to the subject, use and potential impact of the content.

Fact, opinion, conjecture, advertising and automatically generated content shall be distinguished where the distinction is material to understanding.

Use of third-party rights, learner work, personal information or restricted material shall be authorized and shall conform to applicable conditions of use.

Learning activities shall provide explanation, demonstration, practice, interaction, application or reflection necessary to achieve the intended result.

Difficulty, pace and cognitive load shall be suitable for intended learners, and a reasonable pathway shall be provided for known differences.

Content or activities presenting a foreseeable physical, psychological, social, cultural or ethical risk shall be assessed and appropriately safeguarded before use.

The delivery mode shall be suited to the educational purpose, intended learning outcomes, intended learners and environment of use.

Selection of in-person, remote, synchronous, asynchronous, independent, blended, immersive or device-assisted delivery shall consider interaction, feedback, accessibility, technical conditions and learner support.

An estimate of learning time, assignment volume, practice, activity intensity or completion period shall have a reasonable basis and be stated accurately to learners.

The applicant shall not impose unnecessary duration, repetitive activity, forced continuous use or an unreasonable pace unrelated to the educational purpose.

Where prolonged screen use, equipment use or repetitive movement is required, suitable pacing, breaks or alternatives shall be provided.

Where a learning pathway may be personalized, necessary sequencing, completion conditions and integrity of outcomes shall be preserved.

The educational provision and its material components shall have an identifiable version or current status.

A change shall be proposed, reviewed, verified, approved and implemented through arrangements proportionate to its impact.

Change review shall consider effects on:

Necessary validation shall be completed before a major change is implemented, and affected parties shall be informed promptly.

Where an earlier version continues to serve existing learners, its period of application, support arrangements, data treatment and withdrawal plan shall be defined.

The change record shall identify the change, reason, approving authority, effective date and affected objects.

Where an educational provision may be suspended, closed, withdrawn from sale or no longer supported, the applicant shall evaluate the effect on current learners and other beneficiaries.

Where continuing service, learning records, data access, completion of assessment, refund, transfer or alternative provision is required, the applicant shall establish exit arrangements proportionate to risk.

Exit arrangements shall define responsibilities, resources, communications, key dates, preservation of records and treatment of unresolved matters.

Discontinuance of a digital service or product support shall be preceded by information on affected functions, data export, compatibility and necessary alternative pathways.

The applicant shall not use restructuring, outsourcing or technology replacement to avoid existing commitments to learners in the absence of reasonable protection arrangements.

The educational provision shall be delivered in accordance with its approved specification and current arrangements.

Before delivery, the applicant shall confirm the availability of required personnel, resources, premises, platforms, learner information and support.

Personnel responsible for delivery shall have access to the current content, plan, operating requirements and learner-support information relevant to their duties.

Delivery shall preserve the essential integrity of the sequence, timing, interaction, practice, feedback and assessment required by the design.

Where deviation from an approved arrangement is necessary, the effect on learners and intended outcomes shall be assessed, an appropriate remedy shall be provided and a record shall be maintained.

The applicant shall control unjustified cancellation, frequent personnel replacement, prolonged interruption, resource shortage, platform unavailability and other conditions capable of impairing fulfilment of a commitment.

Where the same educational service is provided across classes, premises, languages or delivery parties, the applicant shall define the core requirements that remain consistent and the matters that may be adapted.

Before delivery is completed or a product is released, prescribed checks shall confirm that applicable educational, information, safeguarding and technical conditions have been fulfilled.

Where interaction is necessary to fulfil the educational purpose, the provision shall include interaction between learners and personnel, learners and content, or learners and other learners, as appropriate to the delivery mode.

An interactive task shall have a defined learning function. Meaningless clicking, compelled social participation, induced sharing or competition unrelated to learning shall not substitute for genuine engagement.

The applicant shall inform learners of participation methods, communication channels, expected response times and conduct boundaries.

A response to a learner question, request for help or learning barrier shall be timely and proportionate to the significance of the matter.

An independent-learning service shall provide mechanisms sufficient for a learner to understand progress, locate assistance and address a material difficulty.

Where engagement data informs reminders, intervention, assessment or promotion, the data definition shall be appropriate. Login, time online or click volume shall not be represented as learning achievement without supporting evidence.

Where an educational provision extends over a material period, stage or level of difficulty, learner progress shall be monitored by an appropriate method.

Progress monitoring shall relate to the intended learning outcomes and delivery mode and shall occur while effective support remains possible.

The applicant shall identify non-participation, abnormal progress, repeated failure, technical exclusion or a material risk of non-completion and shall provide appropriate support or referral within the agreed service boundary.

Learning support shall state available personnel, service hours, channels, response arrangements and limitations.

Where a learner needs specialist support beyond the applicant's competence or certification scope, the boundary shall be explained and reliable referral information shall be provided where appropriate.

An intervention, reminder or personalized support measure shall not cause unnecessary humiliation, discrimination, compelled purchase or disclosure of personal circumstances.

Support arrangements shall be reviewed using learner use, waiting time, outcome and feedback information.

This clause applies where all or part of an educational provision is delivered remotely, online or through a mobile environment.

The applicant shall define the equipment, connectivity, software, account, digital capability and user environment necessary for remote delivery.

Before commitment, or during a reasonable trial period, a learner shall be able to determine whether the necessary technical conditions can be met.

Navigation, content access, submission, communication, feedback and assistance routes shall be clear and operational within each declared environment.

A synchronous activity shall state its time zone, technical conditions, recording arrangements, treatment of absence and alternative means of access.

An asynchronous activity shall state its availability period, expected commitment, response time, progress rules and deadlines.

Identity verification, online proctoring or behaviour monitoring shall be proportionate to risk. Its purpose, method, data use and available alternative shall be explained before use.

A remote learner shall receive technical and learning support suited to the delivery mode and shall not be excluded from a necessary service solely because the learner is not present at a physical site.

Where a critical function is interrupted, affected users shall be informed promptly of the impact, expected restoration, available alternatives and treatment of deadlines, assessment or fees.

A learning resource shall be suitable for the educational purpose, intended learners, delivery mode and intended learning outcomes.

A learner shall be able to obtain each necessary resource, by the agreed means, throughout the period in which it is required.

Content, links, files, captions, interactions, downloads and critical functions shall undergo appropriate checks before release.

A resource requiring updating shall have a defined review interval or review trigger. Outdated, erroneous or unsupported resources shall be revised, replaced or withdrawn promptly.

A licensing, quantity, jurisdictional, device or time limitation shall be disclosed before learner commitment.

A substitute resource shall reasonably fulfil the educational function of the resource it replaces.

Where a learner is required to purchase a third-party resource, the applicant shall state its necessity, cost, version and conditions of use.

This clause applies to physical premises, equipment and learning environments controlled or designated by the applicant within the certification scope.

Premises, equipment and the learning environment shall be suitable for the educational purpose, number and characteristics of participants and risk of the activity.

The applicant shall confirm that critical premises, equipment and materials are available before use and shall maintain, inspect and address faults in accordance with applicable arrangements.

Equipment or activity requiring specialist installation, operation, supervision, protection or emergency response shall be controlled by competent persons.

Where premises, equipment or an environment are not directly controlled by the applicant, sufficient evidence of suitability shall be obtained during selection, contracting and continued use.

A specialist safety matter that cannot be adequately verified by remote means shall be supported by appropriate independent evidence. The certification claim shall not extend to the matter in the absence of sufficient evidence.

The applicant shall determine the personnel, finance, technology, premises, equipment, content and support resources necessary to sustain the educational provision within the certification scope.

Resource arrangements shall be proportionate to the number of accepted learners, service duration, stated commitments and identified risks.

Recruitment, sales or user growth shall not exceed the applicant's capacity to provide reliable education and support.

A single point of dependency involving key personnel, platforms, providers, premises or data shall have an alternative or recovery arrangement proportionate to potential impact.

Where insufficient resources have affected or may affect learners, the applicant shall promptly impose capacity limits, adjust delivery, add resources, defer activity or take another protective measure.

A person responsible for design, delivery, assessment, support, safeguarding, data processing, technical operation or a quality decision shall be competent for the assigned duty.

The applicant shall define the knowledge, skill, experience, qualification, language and behavioural competence required for each key responsibility.

Before appointment or assignment, competence shall be verified through appropriate evidence, which may include qualifications, experience, work samples, a teaching demonstration, test, observation or reference.

Where a qualification, registration, background check, health clearance or first-aid competence is legally required or necessary because of risk, it shall remain valid throughout performance of the relevant duty.

Evidence of competence shall correspond to the subject, learner age, level, delivery mode, equipment or responsibility actually assigned.

A newly appointed person, a person changing roles or a person using new technology shall receive necessary induction, task instruction, training and supervision.

The applicant shall continue to evaluate performance through observation, results, feedback, record review or another suitable method.

Where competence is insufficient, duties shall be restricted and support, reassessment or other action shall be taken until competence is established.

Certification of personnel competence signifies only conformity within the applicable ICEQC role scope and shall not be represented as a statutory professional licence or universal authorization for every educational context.

Personnel having contact with learners shall comply with defined requirements for professional conduct, boundaries, confidentiality, fairness and learner protection.

Personnel shall not exploit assessment authority, an educational relationship, the trust of a minor, personal information or economic dependence for harassment, discrimination, exploitation, private dealing or other improper conduct.

Gifts, commission, referral benefit, private tutoring, personal-account contact, image use and conflicts of interest shall be controlled where they may affect an educational relationship.

Personnel shall be able to recognize and report concerns involving learner protection, integrity, data, bullying, discrimination and safety.

A complaint concerning personnel conduct shall be handled by a person not directly implicated in the matter and having sufficient authority.

The applicant shall investigate a suspected breach promptly and take action proportionate to the risk.

Personnel numbers, role mix, workload and available time shall be sufficient to fulfil responsibilities for delivery, assessment, feedback, support and learner protection.

Class size, learner-to-personnel ratio, support queue, assessment workload and response time shall be proportionate to educational purpose and learner risk.

Temporary, part-time, volunteer, trainee, freelance and remote personnel shall be subject to appointment, instruction, supervision and conduct controls appropriate to their duties.

Personnel shall be able to report and obtain action where workload, conflict of interest, competence limitation or resource shortage prevents reliable performance.

A key responsibility shall have appropriate cover, handover and record arrangements to prevent personnel change from materially harming learners.

Where any process within the certification scope is performed by an external provider, the applicant remains responsible for conformity with this Standard.

Before selection, the applicant shall evaluate the external provider's competence, reliability, learner-protection arrangements, data handling, continuity and ability to meet applicable requirements.

The agreement with an external provider shall define:

The applicant shall monitor the externally provided component according to risk and performance. The existence of a contract shall not substitute for effective control.

An external provider shall report promptly to the applicant a material change or event capable of affecting learners, the certification scope or the basis of the certification decision.

Where an external provider no longer fulfils requirements, the applicant shall require correction, restrict use, provide an alternative or terminate the arrangement.

Where two or more entities jointly provide an educational activity, product or credential, the identity, role and responsibility of each shall be stated accurately to learners.

Where brands, platforms, courses, personnel, premises, recruitment channels or learning records are shared, the quality-control and data-control boundaries shall be defined.

Responsibilities for admission, fees, teaching, assessment, complaints, credentials and records shall not conflict or leave a matter without an accountable party.

A learner shall not lose an otherwise applicable service, record, refund, support or review channel because of a contractual arrangement between providers.

Upon withdrawal of a partner or termination of a partnership, current learners and unresolved entitlements shall be protected in accordance with clause 27.

Where an educational provision includes assessment of learners, an assessment system suited to the purpose of assessment and intended learning outcomes shall be established.

The assessment system shall define:

An assessment task shall obtain evidence sufficient to support its conclusion and shall not substitute difficulty unrelated to the intended outcome for valid assessment.

Where multiple assessments contribute to one result, the function and completion requirement of each component shall be defined.

A high-impact assessment shall be subject to more rigorous design review, administration control and result review than a low-impact learning activity.

A material change to the assessment system shall be validated to confirm continued support for the intended educational result, and learners in transition shall be treated fairly.

An assessment method shall correspond to the knowledge, skill, attitude or application it is intended to assess.

Assessment content shall be adequately representative and shall not produce a misleading result through excessive narrowness, disconnection from the educational provision or an irrelevant barrier.

Assessment criteria shall be sufficiently clear to support reasonably consistent judgement and shall be made available to learners in advance where appropriate.

Where human judgement is required, assessors shall receive necessary criteria, examples, training or calibration.

An item bank, randomized task, automated scoring function, work-identification function or remote-proctoring function shall be validated before use for its critical purpose and handling of results.

Where an assessment depends on a particular language, technology, sensory capability or physical capability, the applicant shall confirm that the dependency forms part of the intended outcome or shall provide reasonable accommodation that preserves the substance of the assessment.

A repeatedly used high-impact assessment instrument shall be reviewed using result distributions, anomalies, reviews, exposure incidents and learner feedback.

Before an assessment, the learner shall receive necessary information concerning purpose, scope, timing, permitted resources, completion conditions, integrity requirements and treatment of results.

The assessment environment, equipment, platform, materials and personnel shall be confirmed as available before administration.

Where identity verification is necessary, the method shall be proportionate to the impact of the assessment and shall avoid unnecessary collection of information.

Assessment conditions shall be administered consistently with established rules. Approved reasonable accommodation, exceptional-circumstance treatment and any other exception shall have a documented basis.

An interruption, technical failure, defective item, personnel error, exposure or other anomaly capable of affecting a result shall be recorded, evaluated and remedied fairly.

Human scoring or judgement shall be performed by a competent person without an unmanaged conflict of interest.

Automated scoring or an automated result decision shall be subject to version control, testing, anomaly monitoring and human-review arrangements.

Original submissions, scoring records, changes, reviews and final results shall remain traceable.

A change materially affecting an assessment result shall state its reason, authority and date and shall not overwrite the earlier record without trace.

Feedback shall relate to educational purpose and assessment results and shall be provided while it can still support learning or improvement.

Feedback shall be sufficient for a learner to understand performance, material gaps and appropriate next action.

Where a score, grade or result indicator is used for learner assessment, its meaning and completion conditions shall be understandable. A learner-assessment result shall not be represented as an ICEQC certification grade.

A result shall be delivered accurately to a person entitled to receive it and protected against unauthorized disclosure.

The applicant shall control publication, correction, review and reissue of assessment results.

Where a result error is identified, the applicant shall correct it promptly, notify affected parties and determine whether a systemic cause exists.

Where an educational provision does not include individual assessment or feedback, this limitation shall be stated before commitment and shall not be invoked later to avoid an existing commitment.

Where the applicant issues a completion record, transcript, statement of participation, completion document, digital credential or other educational credential, the conditions and authority for issue shall be defined.

The name, holder, educational provision, completion status, date, result, issuer and limitation stated on a credential shall be accurate.

A participation record shall not be represented as verification of learning outcomes. A learning-outcome credential shall not be issued without corresponding assessment evidence.

A credential shall be distinguishable from another document type and shall have anti-fraud, verification, traceability and reissue arrangements proportionate to its significance.

The status of a withdrawn, corrected, replaced or invalid credential shall be retained so that an earlier version is not misrepresented as current.

An educational credential shall not use language capable of causing the public to mistake it for governmental authorization, recognized degree status, occupational admission or an ICEQC certificate.

A learner shall be able to obtain a record or credential to which the learner is entitled within a reasonable period.

The applicant shall identify integrity risks relevant to the educational provision and establish arrangements for prevention, detection, investigation and response.

Integrity requirements shall be explained in a form understandable to intended learners and shall distinguish permitted collaboration, permitted tools, attribution, original work and prohibited conduct.

Suspected cheating, impersonation, plagiarism, alteration, falsification, collusion, unauthorized automated generation or other misconduct shall be handled under a consistent, fair and reviewable procedure.

A final decision having a material adverse effect on a learner shall not be based solely on an unverified automated-detection output.

An integrity investigation shall protect relevant information, provide an opportunity for the affected person to respond and record the evidence, decision, reasons and resulting action.

Assessment material, answers, results, credentials and accounts shall be protected against unauthorized access, disclosure, alteration or trade.

Where a systemic integrity risk is identified, the applicant shall improve design, assessment, identity controls, staffing or learner education and shall not rely solely on punishment of individuals.

The applicant shall use an appropriate method to determine whether the educational provision is implemented effectively and produces the intended result.

A conclusion about educational results shall be supported by evidence proportionate to the claim. Satisfaction, attendance, time in use, completion volume or an isolated success case shall not alone establish a learning effect.

Where a comparison, improvement, pass, progression, employment, time-saving, efficiency or other effectiveness measure is used, the applicant shall define:

Where evidence is insufficient to support causation, an association shall not be represented as a result caused by the educational provision.

Where a result does not fulfil a public commitment or internal minimum condition, the related claim shall be stopped or corrected and corrective action shall be taken under clause 64.

Certification of an educational claim extends only to the claim, method, population, period and limitations expressly defined and verified. It does not extend to another result of the applicant or educational provision.

The applicant shall establish learner-protection arrangements proportionate to learner age and capability, delivery mode, nature of contact and activity risk.

The arrangements shall define responsibilities for prevention, identification, reporting, response, escalation, recording and necessary external referral.

Personnel having contact with learners shall understand prohibited conduct, professional boundaries, reporting channels and emergency-response requirements.

A learner shall be informed, in an appropriate form, whom to approach for help, how to report a concern and what to do in an emergency.

A learner-protection report shall be handled promptly, subject to confidentiality, need-to-know access and protection against retaliation.

A matter presenting a risk of harm shall be determined by a person with appropriate competence and authority. Brand, recruitment, reputation or commercial relationships shall not be used to reduce the assessed risk.

Learner-protection incidents and near incidents shall be recorded, reviewed for trends and used for necessary improvement.

Where the applicant cannot directly provide a specialist protection service, it shall maintain a reliable emergency contact and referral route.

This clause applies where a minor participates in, uses or may come into contact with the certification object.

The applicant shall identify its responsibilities to protect minors and shall establish specific controls according to the activity, jurisdiction, delivery mode and type of contact.

A person responsible for teaching, coaching, care, communication, assessment, transport, accommodation or data processing involving minors shall undergo identity, qualification and background checks appropriate to the responsibility.

In-person and online contact with a minor shall comply with defined rules governing visibility, communication channels, images, private contact, collection and release of the minor, one-to-one situations and physical contact.

Consent, notification and information rights of a parent or guardian shall be determined under applicable requirements. The dignity, privacy and right of expression of the minor shall also be appropriately protected.

Platforms, communities, chats, live streams, location functions, cameras, recordings, payment functions and user-generated content shall have age- and risk-appropriate protective defaults.

A minor shall not be improperly influenced through induced spending, manipulative design, public comparison, humiliation, threat, excessive competition or age-inappropriate content.

A report involving harm, disappearance, self-harm, sexual misconduct, severe bullying or another major risk to a minor shall activate established immediate-response and escalation arrangements.

The applicant shall periodically verify the operation of safeguards for minors in actual delivery and digital environments.

The applicant shall identify risks within the certification scope that may affect the health, safety or wellbeing of learners, personnel or visitors.

Risk controls shall consider activity intensity, equipment, environment, age, capability, psychological impact, remote context and emergency response.

Before participating in an activity presenting a special risk, a learner shall receive necessary information, preparation, supervision and protection.

Health information, suitability confirmation, emergency contacts or professional advice shall be collected and used only to the extent necessary to implement the relevant protective measure.

The applicant shall provide suitable channels for reporting incidents, contacting emergency assistance, stopping an activity and seeking help.

A major accident, crisis, violence incident, severe psychological risk or critical system failure shall be addressed, communicated and reviewed in accordance with established arrangements.

The applicant shall not make a misleading educational claim concerning a medical, psychological, nutritional or therapeutic result outside its professional competence.

A specialist health, safety or wellbeing matter shall be supported by competent persons or valid external evidence.

The applicant shall provide activities within the certification scope fairly, consistently and with respect for human dignity.

A decision concerning admission, placement, fees, instruction, assessment, support, discipline, complaints or withdrawal shall not create an unjustified difference on the basis of a personal characteristic unrelated to the educational purpose.

The applicant shall identify direct and indirect barriers arising from systems, content, technology, data or personnel conduct.

Where identical treatment does not permit equitable participation, the applicant shall consider a reasonable adjustment proportionate to the educational purpose and available resources.

A differentiated arrangement shall have a legitimate educational or protective basis and shall avoid labelling, humiliation and unnecessary disclosure.

Where participation, progress, assessment, complaint or withdrawal data reveal a material difference between learner groups, the applicant shall determine whether a remediable barrier exists.

Defined routes shall exist for reporting and addressing discrimination, harassment, bullying, hate expression and retaliation.

Accessibility needs shall be considered in the design, procurement, delivery, assessment and change of an educational provision.

Information before commitment, critical learning content, navigation, communication, submission, assessment, feedback and complaint channels shall be reasonably usable by intended learners.

The applicant shall provide an accessible channel for stating an accessibility need or requesting reasonable accommodation and shall respond promptly.

Reasonable accommodation shall, so far as practicable, preserve the educational purpose and substance of assessment and shall not reduce recognition of the learner's result solely because the form differs.

Where requested accommodation cannot be provided, the applicant shall state the principal reason and consider a practicable alternative, deferral, referral or other remedy.

Digital content and functions shall use consistent navigation, clear labels, understandable instructions, operable controls and suitable alternative presentation.

A critical activity dependent solely on colour, sound, fine movement, a single sense, strict timing or a particular device shall be shown to be educationally necessary or shall have an appropriate alternative.

Accessibility shall be included in selection and acceptance criteria for an external platform, resource or device.

Accessibility shall be improved in response to use information, defects, complaints and technological change.

A rule governing learner conduct shall be clear, age-appropriate, relevant to the educational environment and communicated before enforcement.

A warning, functional restriction, removal from an activity, suspension, termination, invalidation of a result or other adverse decision shall have a factual basis and be proportionate to the conduct and risk.

Before a material adverse decision is made, the learner or authorized representative shall receive appropriate notice and an opportunity to respond, except where an immediate protective measure is necessary.

An immediate measure shall be reviewed promptly and shall not continue without justification after the relevant risk has ended.

Conduct and disciplinary decisions shall be applied consistently and shall record the decision, reasons, duration, review and conditions for restoration.

Public humiliation, collective punishment, discriminatory punishment, denial of essential support or financial pressure unrelated to educational purpose shall not be used as a disciplinary measure.

A learner shall have an accessible route to review a decision having a material effect on admission, placement, assessment, integrity, discipline, support, reasonable accommodation, fees or withdrawal.

Review shall be conducted by a person who was not the sole maker of the original decision or who is otherwise able to reconsider it with appropriate independence.

The reviewer shall obtain relevant evidence, applicable rules and the affected person's representations and shall address conflicts of interest.

The result of review shall be communicated promptly in a form that can be retained and shall state the decision and principal reasons.

Where review establishes an error or unfairness, the original decision and its remediable consequences shall be corrected promptly.

The applicant shall identify information required to operate, demonstrate, protect and improve the certification object.

Information shall be obtained from appropriate sources and shall undergo accuracy and completeness checks proportionate to risk before use in a decision, assessment, claim or report.

Authority to create, approve, access, modify, share, archive and dispose of information shall be defined.

Data definitions and measurement bases used for the same indicator, result or public claim shall remain consistent. A change in definition or basis shall be explained.

Where material information is incorrect, incomplete, duplicated, outdated or altered without authority, it shall be corrected promptly and any decision already made on that information shall be evaluated.

An unverifiable manual summary, screenshot, selective export or decontextualized data shall not alone support a material conclusion.

Educational and quality records shall be capable of association with the relevant learner, class, course, version, person, platform, device or period.

The applicant shall define the purposes, categories, affected persons, responsibilities and retention arrangements for personal information processed within the certification scope.

Collection shall be limited to a specified, legitimate and necessary purpose and shall not be unlimited on the ground that information may be useful in the future.

Before or at collection, affected persons shall receive an appropriate explanation of principal uses, recipients, retention, rights and material risks.

Where consent is relied upon, it shall be appropriate, demonstrable and capable of withdrawal under applicable conditions. Refusal of unnecessary processing shall not result in an unreasonable educational disadvantage.

A minor, person with a disability or another learner requiring support shall receive privacy information and protection suited to the person's understanding and decision-making capability.

Learning data, behavioural data, images, voice, biometric data, location, health, family circumstances, emotional state and other sensitive information shall receive additional control proportionate to risk.

Before personal information is used beyond its original purpose for analysis, promotion, research, automated-function training, sale or sharing, the applicant shall establish an appropriate basis and address the effect on learners.

A learner or authorized representative shall have a clear route to request access, correction, deletion, restriction or another applicable action.

When the retention period or purpose ends, personal information shall be securely deleted, anonymized or archived under a defined obligation.

The applicant shall identify information-security risks according to the information processed, digital functions, number of users, external dependencies and potential impact.

Access shall be granted according to role and necessity, reviewed periodically and adjusted promptly when a person or relationship changes.

Accounts, credentials, keys, devices, storage, transmission, backup and export shall be protected by controls proportionate to risk.

Administrative, assessment, financial, guardianship and privileged functions shall have stronger identity and access controls than ordinary learner access.

A change to a system, application, extension, interface or external service shall be appropriately tested and authorized before use.

The applicant shall monitor and address unauthorized access, disclosure, malicious software, account abuse, alteration, loss and service attack.

An information-security incident shall be contained, investigated, remediated and recorded promptly. Where learner rights, educational results or a certification decision may be affected, appropriate notification shall be made.

Backup shall cover information material to educational continuity and record integrity and shall be tested for recoverability according to risk.

Where an external provider processes information, security responsibilities, incident notification and end-of-service treatment shall be controlled under clause 38.

This clause applies where a digital system, platform, application, device software or online function forms the certification object or a material part of educational provision.

Each digital function shall have a defined educational or support purpose and shall perform its critical tasks in the declared device, operating-system, browser and network environments.

A learner shall be able to identify principal functions, current status, required action, error messages and the route to assistance.

A system shall not improperly manipulate a learner through a misleading interface, concealed choice, default purchase, compelled continuous use or a reward mechanism unrelated to educational purpose.

Correctness, compatibility, availability, responsiveness, capacity and recovery of critical functions shall be verified before release and before a major update.

A defect shall be classified, addressed and reviewed according to its effect on learning, assessment, accessibility, privacy, security and continuity.

Known limitations, system requirements, planned maintenance and material defects shall be communicated appropriately to affected users.

A major update shall not remove a critical function, record or purchased entitlement without an appropriate transition arrangement.

The applicant shall monitor anomalies, support requests, failed tasks, compatibility and learner feedback and shall use the results for improvement.

This clause applies where an automated educational function materially affects content, pathway, assessment, feedback, admission, risk identification, support or learner rights.

Each automated educational function shall have a defined intended purpose, affected users, inputs, outputs, limitations and accountable person.

Before use, the function shall be validated under intended conditions to determine whether it fulfils the educational purpose and to identify error, bias, misuse and unintended consequence.

Validation shall address accuracy, consistency, fairness, explainability, accessibility, privacy, security and human intervention in proportion to the use and risk.

The applicant shall explain the existence and principal role of the automated function and whether its output may affect an important learner decision.

A learner shall not be required to treat automatically generated content as a judgement made by a teacher, assessor or other natural person.

Where an automated output informs a high-impact decision, a person with authority shall conduct a meaningful review. Formal confirmation without substantive review is insufficient.

A learner shall be able to report an apparent error, challenge an output and request appropriate human review.

A material change to input data, configuration, model or rules shall trigger revalidation of affected functions.

The applicant shall monitor error, group difference, inappropriate content, fabricated output, over-reliance, privacy incidents and attempts to circumvent controls.

Where a function cannot operate within acceptable conditions, it shall be restricted, suspended, rolled back or discontinued, and affected decisions and records shall be addressed.

Technical opacity of an externally supplied automated function does not relieve the applicant of responsibility for educational results and learner protection.

The applicant shall identify circumstances capable of interrupting educational delivery, support, assessment, records or a critical digital service.

For an interruption capable of causing material impact, the applicant shall define recovery priorities, responsibilities, contacts, alternatives, data recovery and recovery time.

Continuity arrangements shall address personnel unavailability, premises unavailability, platform failure, connectivity failure, provider exit, data corruption and major security incidents as applicable.

Continuity arrangements shall be tested through an exercise, scenario or operational test at a frequency proportionate to risk.

A problem identified by testing or an actual interruption shall be recorded and used to improve the arrangements.

Where an interruption affects a learner commitment, assessment fairness, data security, fees or completion conditions, affected persons shall be informed promptly and provided an appropriate remedy.

Current and prospective learners and other beneficiaries shall be able to provide feedback or make a complaint about a service, conduct, decision, claim, safety or data matter within the certification scope.

Feedback and complaint channels shall be easy to locate, reasonably usable and suited to the age, language, capability and delivery mode of intended learners.

The applicant shall explain methods of submission, necessary information, processing steps, expected time frame, confidentiality arrangements and escalation channels.

Acceptance of a complaint shall not be conditional on purchasing an additional service, paying an unreasonable fee, waiving a right or publicly disclosing personal information.

A complainant, witness or assisting person acting in good faith shall not suffer retaliation, unfair assessment, reduced service or other adverse treatment.

A learner may be assisted by an appropriate representative, subject to authorization and confidentiality arrangements.

Where there is an urgent safeguarding risk, continuing harm, data breach or risk to an assessment deadline, an interim measure shall be taken without waiting for completion of the ordinary complaint period.

A complaint shall be registered, acknowledged, classified and assigned to a person with appropriate competence and authority.

A person having an actual or reasonably perceived conflict of interest shall withdraw from handling the complaint or be subject to measures sufficient to preserve impartiality.

The investigation shall obtain facts, records and representations proportionate to the matter.

A decision shall be based on verifiable facts and applicable rules and shall not determine credibility solely by position, commercial value or organizational reputation.

The outcome shall be communicated to the complainant within a reasonable time in a form that can be retained and shall state the decision, principal reasons, remedy and further available channel.

Where a complaint is substantiated, a remedy shall be implemented promptly. A possible systemic problem shall be addressed under clause 64.

Where the expected time cannot be met, the applicant shall state the reason, current status and revised expected date.

Complaint records shall be used to identify recurring problems, group differences, personnel risks, external-provider issues and opportunities for improvement.

At least one opportunity for review shall be available where a person contests a complaint outcome or other material decision.

The reviewer shall not be the sole maker of the original decision and shall have authority to change or correct it.

Appeal rules shall define the submission period, acceptance conditions, permitted material, decision time and form of outcome.

Review shall consider the facts, procedure and rules underlying the original decision and any relevant new evidence.

Where an interim safeguard, preservation of a learning place, suspension of a result or prevention of irreversible harm is necessary during review, an appropriate arrangement shall be made.

The final internal outcome shall identify any available independent dispute-resolution or external route. Where no such route exists, that fact shall be stated clearly.

Where an appeal succeeds, the original decision, related records and reasonably remediable consequences shall be corrected.

The applicant shall identify, control and record an educational activity, service, product function, assessment, credential or claim not provided in accordance with its specification, commitment or applicable requirement.

Control shall include stopping, segregating, withdrawing, repeating, reassessing, correcting information, providing an alternative, refunding, recalling or another treatment appropriate to the impact.

Where a nonconforming output has reached a learner or the public, the affected extent shall be identified and the impact shall be notified, corrected or mitigated promptly.

A nonconforming content item, function, result or credential shall not be restored to use or republished without authorization.

Where an exception or limited use is accepted, the applicant shall confirm that the decision does not impair a core outcome, learner protection or truthfulness of claims and shall record the authority and reasons.

A recurring, material or common-cause nonconformity shall enter the corrective-action process.

Upon a nonconformity, material complaint, incident, anomalous result or control failure, the applicant shall contain the impact and make any necessary correction promptly.

The applicant shall determine the extent and cause of the matter and whether a similar problem exists or could occur elsewhere.

Corrective action shall address the cause and shall define responsibility, completion time, required resources and method of verification.

After implementation, the action shall be verified as completed and effective in preventing or reducing recurrence.

Where action is ineffective, creates a new risk or the problem recurs, the applicant shall repeat the analysis and take further action.

Risk controls, educational design, personnel competence, external-provider controls, digital functions or quality objectives shall be updated where necessary.

Records of correction and corrective action shall be sufficient to establish the facts, impact, cause, action, verification and closure decision.

A nonconformity raised in an ICEQC certification process is closed only when ICEQC has verified that the closure conditions are fulfilled.

The applicant shall determine the monitoring necessary to establish whether the educational provision is implemented as planned, fulfils requirements and achieves intended results.

Monitoring shall cover, as applicable, process quality, learner engagement and support, assessment and results, learner-protection matters, complaints, nonconformities, digital services and external-provider performance.

Each material indicator or determination shall have a defined purpose, definition, information source, frequency, responsibility and intended use.

A monitoring method shall be proportionate to the significance of the matter and shall not omit a material but difficult-to-measure result merely because other data are easier to obtain.

Where sampling is used, the sample shall consider volume, variation, risk, anomalies and prior performance so that it reasonably supports the conclusion made.

Monitoring results shall be analysed by relevant learner group, course, site, provider, version or period where aggregate information could conceal a problem.

A threshold breach, deviation or anomalous trend shall be reviewed by an appropriate person and shall result in a recorded decision on action.

The applicant shall use appropriate means to understand learner and other beneficiary perceptions of educational provision, support, accessibility, fairness and complaint handling.

Collection methods shall minimize leading questions, compulsion, fear of retaliation and bias arising from responses only by highly engaged participants.

Feedback questions shall relate to educational purpose and matters capable of improvement. Consent to marketing shall not be bundled with quality feedback.

The applicant shall analyse representativeness, limitations, trends and group differences and shall not publish only favourable responses.

Perception information shall be considered with complaints, participation, progress, assessment, support and withdrawal evidence.

A material improvement made in response to feedback shall be communicated to relevant learners or other beneficiaries where appropriate.

The applicant shall evaluate at planned intervals whether requirements within the certification scope are implemented and maintained.

Internal evaluation shall cover this Standard, applicable specific ICEQC requirements, the applicant's own commitments and controls for material risks.

The evaluation programme shall consider process significance, changes, complaints, nonconformities, prior results and the extent of external provision.

A person conducting internal evaluation shall be competent and shall not be the sole evaluator of that person's own work without another appropriate check.

Internal evaluation shall examine actual operation and objective evidence and shall not be limited to confirming that a document exists.

A finding shall identify the relevant requirement, facts, evidence and effect and shall be submitted to a person with authority to act.

A nonconformity shall be addressed under clause 64. For an improvement matter, the decision whether to act and the responsible person shall be recorded.

The applicant shall confirm that scope, frequency and method remain sufficient to cover the certification object on a continuing basis.

Management having ultimate accountability for the certification object shall review at planned intervals the continuing suitability, adequacy and effectiveness of its education quality arrangements.

Management review shall consider, as applicable:

Management review shall result in decisions concerning improvement, resources, risk treatment, design change, scope adjustment or other necessary action.

Each decision shall have an assigned responsibility and time frame and shall be tracked to completion.

Management review may be integrated with another governance meeting if the retained record is sufficient to demonstrate completion of this clause.

The applicant shall use monitoring, evaluation, feedback, complaints, nonconformities, technological change and management review to improve the certification object continually.

Improvement priorities shall consider impact on learners, educational results, protection, equity, data and continuity.

An improvement action shall state its intended result and shall be evaluated after implementation for effectiveness.

A major improvement shall be controlled as a change under clause 26. Necessary validation shall not be bypassed for speed.

Innovation may be undertaken through a pilot, controlled testing environment or limited release if boundaries, monitoring, exit conditions and learner protections are defined.

Improvement does not require an increase in the volume of documents, functions or activities. A simpler arrangement may be adopted where it fulfils the requirement more reliably.

The applicant shall identify a change capable of affecting the certification scope, applicable requirements or the basis of the original certification decision.

A major change or event includes, as applicable:

A major change shall be evaluated before implementation. A matter that could not reasonably be controlled in advance shall be evaluated immediately after it becomes known.

Where the applicable certification rule requires notice to ICEQC, the applicant shall submit truthful and complete information within the prescribed period.

Pending completion of a necessary ICEQC review, the applicant shall not claim that a new or changed scope is certified.

The applicant shall establish, update and control the information required by this Standard and applicable specific ICEQC requirements.

Controlled information shall have an appropriate title or identifier, version, date, responsible person and approval status.

Current information shall be available where and when required, and obsolete information shall be protected against unintended use.

A change shall remain identifiable. Content material to an educational result, learner right or certification decision shall not be changed without trace.

External information used in educational provision, assessment or control shall be identified by source, applicable version and restriction on use.

Access to information shall appropriately balance availability, confidentiality, integrity and learner rights.

The form and volume of controlled information shall serve reliable operation and evidence needs. Document volume alone is not evidence of conformity.

The applicant shall determine a retention period for each class of record, taking account of service duration, learner rights, credential verification, complaint and appeal periods, professional obligations, the certification cycle and applicable obligations.

During retention, a record shall remain legible, complete, retrievable and appropriately protected.

Upon migration of an electronic record, replacement of a system or exit of a provider, the applicant shall verify that the record has not been lost, truncated or changed without authority.

At the end of the retention period, a record shall be securely disposed of under defined authority. Where disposal is suspended by law or an unresolved dispute, the reason and revised period shall be defined.

A record to which a learner is entitled shall not be unreasonably withheld because a commercial relationship has ended, a platform has ceased or a provider dispute exists.

Evidence submitted or used to support a conformity determination shall be authentic, relevant, complete and consistent with the certification scope.

Evidence shall identify its source, responsible entity, applicable object, period and version.

Where a sample, summary, screenshot, demonstration, system export, interview or declaration supports conformity, sufficient information shall be retained to understand its representativeness and limitations.

The applicant shall not fabricate, backdate, selectively conceal, alter or temporarily manufacture evidence inconsistent with actual operation.

Where evidence is produced by an external provider, the applicant shall verify its source and applicability. An unverified self-declaration shall not alone support a material matter.

Evidence containing personal information, confidential business information or restricted content shall be handled through appropriate data minimization, access control and secure transmission.

Where remote methods cannot obtain sufficient and reliable evidence, the certification scope shall be restricted, the assessment deferred or a conformity conclusion withheld.

The applicant may use an ICEQC certification claim, certificate or mark only after valid certification has been granted and only within the authorized scope.

A certification claim shall correspond to the certification object, ICEQC Standard and edition, scope, status and validity period shown in the ICEQC public register.

A certification claim shall not:

Where a certificate or mark appears with another brand, product or claim, the certification scope shall remain clear and distinguishable.

The applicant shall control the use of certification claims by personnel, affiliates, distributors, partners and platforms.

Misuse shall be stopped and corrected immediately and affected channels shall be notified. A material or continuing misuse shall be reported to ICEQC.

Throughout the validity of certification, the applicant shall continue to fulfil every applicable requirement and shall not conform only temporarily during initial assessment.

The applicant shall cooperate with applicable surveillance, change review, complaint investigation and verification of certificate status.

Where a matter may cause a certification requirement no longer to be fulfilled, the applicant shall contain the impact, take corrective action and notify ICEQC as required.

Where an open nonconformity, insufficient evidence, material misrepresentation, refusal of surveillance or another condition impairs certification credibility, certification may be suspended, reduced, withdrawn or not maintained in accordance with ICEQC rules.

After certification ends, the applicant remains responsible for applicable obligations concerning current learners, records, complaints, data and cessation of certification claims.

This Schedule is normative.

The applicant shall maintain the controlled information and records listed in section 2 as applicable to the certification scope. Items may be combined and no prescribed name or separate manual is required.

Definition of the certification object, certification scope, responsible entity and accountability boundaries.

Evidence of lawful standing, applicable authorizations and identification of material obligations.

Governance responsibilities, key authorities and conflict-of-interest arrangements.

Education quality policy, quality objectives and records of progress.

Analysis of learner needs, interested parties and material risks.

Current educational provision specifications, learning outcomes and approval records.

Version information for principal content, resources, assessment and product functions.

Design review, trial, validation and major-change records.

Information before commitment, principal agreements and current fee rules.

Key-personnel competence, appointment, training and continuing-performance records.

Key external-provider evaluation, agreement and monitoring records.

Delivery, participation, progress, support and material-deviation records.

Assessment criteria, administration, results, changes and review records.

Completion records and educational credentials, including issue, verification and status records.

Learner-protection, reasonable-accommodation, material-safety and emergency records.

Personal-information processing, access, data-incident and retention arrangements.

Digital-function validation, defect, major-update and continuity-test records.

Intended use, validation, human review and continuing monitoring records for automated educational functions.

Feedback, complaint, appeal, discipline and learner-decision review records.

Nonconformity, correction, cause, corrective-action and effectiveness-verification records.

Quality monitoring, learner-perception, internal-evaluation and management-review records.

Major-change, major-event notification and certification-claim control records.

This Schedule is normative.

At application and upon a major change, the applicant shall determine whether a condition in section 2 exists. Where the condition exists, the corresponding clause shall be treated as applicable.

Where remote, online, mobile or blended learning is provided, clause 31 applies.

Where the applicant controls or designates physical premises, equipment or a learning environment, clause 33 applies.

Where the educational provision includes assessment of learners, clauses 40 to 43 apply.

Where a completion record, result record or educational credential is issued, clause 44 applies.

Where a minor participates in, uses or may come into contact with the certification object, clause 48 applies.

Where a digital system, platform, application, device software or online function forms the certification object or a material part of delivery, clause 57 applies.

Where an automated educational function materially affects a learner or educational decision, clause 58 applies.

Where an external provider participates within the certification scope, clause 38 applies. Where delivery or branding is shared by multiple entities, clause 39 also applies.

Where personal information is processed within the certification scope, clauses 55 and 56 apply.

Where the applicant makes an educational effectiveness, comparison or result claim, clause 46 applies.

For certification of a product, claim or person, any requirement concerning a process or result controlled or publicly claimed by the applicant applies.

A claim that an assessment unit is not applicable shall state the objective reasons required by clauses 5.7 and 5.8.