At the heart of our customer charter is our commitment to the improvement of teaching and learning for children and young people across the world. We strive to get it right first time, every time, and we believe that our customers have the right to know what level of service they can expect from us at all times.
Whenever we are contacted* we will:
Within standard working days (Monday – Friday) and standard working hours (8.30am – 5.00pm), we aim to:
Underpinning our aims to provide a fully customer focused service, we are committed to making continuous improvements by following the Customer Service Excellence® standard, which covers five distinct areas:
* our main email and telephone contact details are displayed on the CONTACT US list.
** complaint handling is via the COMMENTS, CONCERNS, COMPLAINTS & COMPLIMENTS facility. All complaints submitted by this route will receive an instant acknowledgement.
CEM online systems will be unavailable 2nd – 19th January 2020.
We will be carrying out essential maintenance on all CEM online systems from 9am GMT Thursday 2nd - 6pm GMT Sunday 19th January 2020. During this time, you will not be able to access your CEM accounts, assessments and reports.
Preparing for the downtime
If you are planning to assess any students on these dates, please download the local versions of the assessments and any reports you may need before the Christmas break.
For more information visit www.cem.org/maintenance