Refund, Cancellation and Change Responsibilities
Responsible roles under Policy 1.1.2.1 and the official organisational chart FSMQC-ORG-001, Revision 3.1, dated 11 September 2026.
| Responsible position | Responsibility and authority |
|---|---|
| Deputy General Manager and Accounting Manager | Chairs the financial review and approves standard refunds up to AED 2,000. Reviews open cases monthly and escalates late requests, exceptions and higher-value refunds to the Academic Director. |
| Training Manager with IT responsibility | Acts as the primary training representative. Verifies eligibility, course dates, attendance and available alternatives, and records the recommendation. |
| HR and Administration Manager | Receives and logs requests, acknowledges receipt within two working days, obtains missing evidence, sends decision notices and maintains the case register and complete file. |
| Accountant | Verifies receipts, calculates deductions and refunds, processes authorised payments, reconciles financial entries and retains the payment reference and evidence. |
| Academic Director | Approves refunds above AED 2,000, late requests and policy exceptions. Oversees financial disputes and ensures impartial appeal review with a reasoned written decision. |
| Engineering Manager with QA/QC responsibility | Reviews validated quality concerns, recurring cases and corrective actions. Supports impartial review when appropriate and monitors issues quarterly. |
Decision and record controls
Every case requires a documented training review, financial calculation and authorised decision. No employee may approve their own request. An appeal must involve an impartial reviewer; the original decision-maker cannot review it alone. External advisers provide advice and have no approval authority.
| Acknowledgement | Decision | Payment | Appeal |
|---|---|---|---|
| 2 working days from receipt | 5 working days from a complete request | 5 to 14 working days after approval and verification | Submit within 5 working days; decide within 10 of a complete appeal |
The HR and Administration Manager retains the register entry and complete case file under Policy 1.1.2.1. Submit requests using Form 1.1.2.3 to info@fsmqc.com. Telephone: +971 2 626 2753.
Review annually or following a relevant change.