COMPLAINTS AND PROCEDURES FOR HANDLING DIFFICULTIES, COMPLAINTS, AND UNFORESEEN CIRCUMSTANCES
ARISING DURING THE PROVISION OF SERVICES BY THE
INVOLVED PARTIES
Table of Contents
A/ Complaint Procedure .
1. Complaint Procedures for Training Courses Funded by Mon Compte Formation
2. Complaints Against rigo-Learning
3. Complaints Against Mon Compte Formation
4. Complaints Against Pôle Emploi
B/ Procedures for Handling Complaints, Difficulties, Follow-ups, and Unforeseen Issues During the Course of Service
1. Management of Unforeseen Events/Complaints or Incidents between the Trainee, the Company, and Rigo-Learning, represented
by Rigobert Burume GANYWAMULUME
2. Management of Unforeseen Events/Complaints or Disputes between the Trainee, the Company, and Rigo-Learning, represented by
Rigobert Burume GANYWAMULUME
3. Satisfaction Survey
4. Follow-up
5. CONTINGENCY MANAGEMENT / COMPLAINTS between SUBCONTRACTOR / Trainer and Rigo-Learning
represented by Rigobert Burume GANYWAMULUME
6. General Procedures for Managing Contingencies/Complaints/Incidents ……………………………………
5A/ Complaint Procedure
1. Complaint Procedures for Courses Funded by Mon Compte Formation
If you purchased your course using your CPF, you and rigo-learning are bound by the terms and conditions
of use for Mon Compte Formation. These terms include details on what
you must do in the event of a complaint against rigo-learning, Mon Compte Formation, and/or Pôle
emploi. We recommend that, before submitting your complaint, you familiarize yourself
with the relevant sections of the terms and conditions.
Below you will find the procedures to follow when submitting a complaint to rigo-learning,
Mon Compte Formation, and/or Pôle Emploi. These procedures are based on rigo-learning’s
interpretation of the Mon Compte Formation terms and conditions published on July 8, 2020.
Article 5.2 of the terms and conditions regarding training cancellations states that “Any complaint
must be addressed to the relevant training organization.” Furthermore, Article 16.2 of the terms and conditions
states that “It is hereby reiterated that in the event of a dispute between a Training Provider and a
account holder regarding the delivery of a training course subscribed to through the Platform, it
is the account holder’s responsibility to submit a complaint to the Training Provider.”
2. Complaints against rigo-Learning
To file a complaint with rigo-learning, please follow these steps:
1. Submit your complaint verbally to rigo-learning or your instructor. Rigo-learning or the
trainer will endeavor to resolve your complaint within 5 business days.
2. If, after step 1, your complaint has not been resolved, submit it in writing to rigo-learning, which
will attempt to resolve your complaint within 5 business days.
3. If, after Step 2, your complaint has not been resolved, as indicated in Article 16.2 of the
General Terms and Conditions of Use for Mon Compte Formation, you have the right to seek the assistance of a
mediator. Article 16.2 stipulates that “Prior to any legal action, the Account Holder
has the right to seek the assistance of a mediator. Mediation is a free, confidential, and rapid process for the amicable settlement of disputes
that each party is free to accept and
may terminate at any time.
4. If, after step 5, your claim has not been resolved, you may take the matter to court to
settle the claim. Article 16.2 states that “In the absence of an amicable agreement between the training provider
and the Account Holder, the court shall have jurisdiction to hear the dispute
between them. ”
Below are the contact details for the mediator for training courses with rigo-learning:
Médiation Solution
222, chemin de la bergerie
01800 SAINT JEAN DE NIOST
+33 04 82 53 93 06
3. Complaints Against Mon Compte Formation
Article 3 of the Terms and Conditions states that “Listed training organizations also participate
in the process of improving the Professional Area and the services offered there
. They agree to notify the CDC of any complaints from Account Holders
regarding the operation of the Platform or its Terms of Use. "If you wish to file a complaint against Mon Compte Formation, please send us
your complaint and we will forward it to Mon Compte Formation via the
space for training organizations. You may send us your complaint by email. We
will forward your complaint to Mon Compte Formation within five business days. The
terms and conditions of Mon Compte Formation do not provide information on what they do in the event of a
complaint filed against them through a training organization. However, as soon as they
respond to us, we will inform you.
4. Claims against Pôle Emploi
Article 16.3 of the terms and conditions states that “It is hereby reiterated that in the event of a dispute between an Account Holder
and Pole Emploi regarding a matching contribution request provided for in Article 5.3 herein or
regarding the obligation of training organizations to report the attendance of their trainees, it
is the responsibility of the Account Holder or the training organization to file a complaint with Pole
Emploi. »
Furthermore, “Prior to any legal action, the Account Holder has the right to
seek the assistance of the Pole Emploi mediator. Mediation is a free, confidential, and rapid process for the amicable settlement of
disputes, which each party is free to accept or discontinue at any
time. Information regarding the mediator appointed by Pole Emploi is available on the Pole Emploi website
(https://www.poleemploi.fr/candidat/vos-droits-et-demarches/reclamations/le-mediateur-de-pole-
emploi.html). »
5. Complaint Procedures for Training Courses Purchased Directly from Rigo-Learning
To file a complaint with Rigo-Learning regarding any aspect of our business, including
our training courses and our trainers, please follow the steps below:
1. Submit the complaint verbally to Rigo-Learning or your trainer. Rigo-learning or the
trainer will endeavor to resolve your complaint within 5 business days.
2. If, after step 1, your complaint has not been resolved, submit it in writing to rigo-learning, which
will attempt to resolve your complaint within 5 business days.
3. If, after step 2, your complaint has not been resolved, you have the right to seek the assistance of a mediator.
4. If, after step 5, your complaint has not been resolved, you may take legal action to resolve the complaint.
Below are the contact details for the mediator for training courses with rigo-learning
Médiation Solution
222, chemin de la bergerie
01800 SAINT JEAN DE NIOST
+33 04 82 53 93 06
Please note that we may use the information you provide in your complaint
to make improvements to our business. We will not share your
complaint with third parties, except for quality certification bodies, if a request
is made to us. If a quality certification body requests your complaint, we will not
provide your personal information.B/ Procedures for handling complaints, difficulties,
follow-ups, and addressing issues during service delivery
1. Management of Unforeseen Events/Complaints or Incidents between Trainees, Companies, and Rigo-Learning, represented
by Rigobert Burume GANYWAMULUME
Any educational or organizational difficulties, whether minor or major, must be reported in writing,
via email, text message, or by phone to Rigobert Burume GANYWAMULUME at rigoburume@gmail.com or
at 06.05.96.79.13. Upon receipt of the complaint, a solution will be proposed within 24 hours.
NB: An Excel incident report form, maintained by rigo-learning, is updated and stored at
for the purpose of continuous improvement.
2. Handling of unforeseen events/complaints or disputes between trainees, companies, and Rigo-Learning, represented
by Rigobert Burume GANYWAMULUME
All educational or administrative questions regarding the smooth running of the training
should be directed to Rigobert Burume GANYWAMULUME, manager and trainer, who can be reached by email at
rigoburume@gmail.com, by phone at 06.05.96.79.13, or by mail at 9 chemin des tartres, 94500
Champigny-sur-Marne. In the event of a dispute with the trainee that cannot be resolved amicably after several
attempts—three in this case—to resolve the matter by phone, in person, or by certified mail
with acknowledgment of receipt, the court with jurisdiction over this type of dispute may be seized by one
or both parties.
3. Satisfaction Survey
This will be sent to each trainee at the end of your training; it must be completed freely and
returned via email to rigoburume@gmail.com; this will help improve our services.
4. Follow-up
In the interest of quality, I will follow up with you within 15 days if I do not receive a
response from you.
5. HANDLING OF ISSUES/COMPLAINTS between SUBCONTRACTOR/Trainer and rigo-learning
represented by Rigobert Burume GANYWAMULUME
In the event of subcontracting, Rigobert Burume GANYWAMULUME will draft and send:
1. A formal contract tailored to the selected subcontractor or trainer.
2. A purchase order specifying the number of hours and the hourly rate
3. The terms and conditions for cancellation and contract termination
4. The subcontractor’s administrative details, including the confidentiality clause.
5. Invoice payment dates
In the event of a dispute for which no amicable solution can be reached between the two parties—
, the subcontractor/trainer, and Rigobert Burume GANYWAMULUME—mediation shall be sought.
Below are the contact details for the mediator for training sessions with rigo-learningMédiation Solution
222 Chemin de la Bergerie,
, 01800 SAINT JEAN DE NIOST
+33 04 82 53 93 06
If mediation fails, the matter must be brought before the Commercial Court of the place of residence of
; either party may file the claim.
6. General Procedures for Handling Unforeseen Events/Complaints/Incidents
Please contact us in writing via text message, email, or mail through rigoburume@gmail.com or at 06.05.96.79.13
or by mail at 9 chemin des tartres, 94500 Champigny-sur-Marne.
A resolution within 24 hours of receipt, through amicable means; in the event of a dispute and an inability to reach an
agreement, first contact HR if within a company or the appropriate commercial court.
In all cases, to ensure quality, I will follow up with you within 15
days if I do not receive a response from you.
