Preventing maladministration: we’re here to support you
We’re committed to ensuring a smooth and efficient assessment process for all learners and centres. However, during the 2023/24 academic session, we identified over 800 cases of maladministration. These included incorrect certificate claims, invalid grade submissions, and registrations on withdrawn qualifications. While often unintentional, these errors create unnecessary delays for learners and increase administrative workload for your centre.
We know that administrative processes can be complex, and mistakes happen. But with the right preparation and simple preventative measures, many of these issues can be avoided. Our goal is to support you in getting things right the first time, saving time and effort for your team while ensuring the best outcomes for learners.
How to prevent maladministration
The key to avoiding maladministration lies in clear processes, ongoing staff training, and regular checks. A well-structured approach ensures smoother operations and reduces the risk of errors.
One of the most effective ways to prevent mistakes is by establishing clear policies and procedures that all staff understand. When everyone involved in assessments and awarding knows what’s expected, there’s less room for confusion. Taking small but impactful steps – such as having a second person review certificate claims before submission – can significantly reduce errors.
Ongoing staff training also plays a crucial role. Regular refresher sessions help ensure that all team members remain confident in administrative processes and stay updated on any changes. A well-trained team not only minimises errors but also works more efficiently.
In addition to training, regular internal checks can help identify and correct issues before they escalate. Conducting periodic reviews of learner records and administrative processes allows centres to catch discrepancies early, ensuring that everything remains up to date in both internal systems and the NCFE Portal.
To further support you, we’ve developed a short video, practical tips for Portal perfection, which walks through the best ways to manage learner registrations and submissions. Watch the video or download our Portal User Guide. Additionally, our Annual Monitoring Reviews (AMR) help ensure that policies and processes remain relevant and effective, keeping centres on track and compliant.
NCFE’s approach to maladministration offences
Even with the best processes in place, errors can still happen. We understand this, and our approach to centre-led maladministration is built on support and collaboration. In the first instance, we work with centres to provide guidance and corrective actions. However, where persistent issues continue despite prior interventions, we need to take further steps to ensure compliance.
To address repeated maladministration, we’re introducing a more structured approach, fully aligned with JCQ guidelines. Centres identified as persistently non-compliant will receive a formal 12-month written warning. If issues continue despite this, and if errors result in the need to replace learner certificates, a £39 fee per replacement certificate will be applied. This charge, which is outlined on page 11 of our fees and pricing guide, is not intended for commercial gain but simply covers the cost of reissuing and posting certificates.
It’s important to note that this fee only applies to repeated offences, following a full review of the circumstances. Our aim is to deter future incidents and encourage best practices, rather than penalise honest mistakes.
We’re also actively working on improvements to ensure our internal platforms are as user-friendly and intuitive as possible. We’re committed to making processes simpler and more efficient for centres, and we look forward to sharing these updates with you soon.
By working together, we can reduce maladministration, improve efficiency, and ensure the best possible experience for learners. If you have any questions or need further support, please don’t hesitate to reach out to our Customer Support team through Live Chat or by email at [email protected].
Centre staff malpractice form
This form is to be used by a head of centre following the gathering of evidence related to an investigation into an instance of suspected malpractice or maladministration. It must be completed and submitted with supporting statements and documentation.
Submit formLearner malpractice form
This form is to be used by centres to report instances of suspected learner malpractice.
Third party malpractice notification
This form is to be used by third parties (e.g. learners, employers, placement providers) to report instances of suspected malpractice.