腾讯课堂推“学员无忧计划” 违规机构将面临清退
近日，在2019腾讯课堂年度峰会上，腾讯课堂产品负责人王昕宣布“为保障学员利益，促进入驻机构输出高品质教学课程，腾讯课堂正式推出‘学员无忧计划’”。该计划设立有违规扣分、课程AB类惩罚和仲裁机制三大措施。对有违规行为的机构，腾讯课堂将采取课程下架、机构清退等惩处手段，为学员打造良好的教学环境;同时，腾讯课堂还推出仲裁机制，学员对课程质量、教学水平不满可以申请售后、仲裁，以此来进一步保障学员利益。
升级监督体系预防机构违规事件发生
据了解，腾讯课堂制定了机构违规扣分体系对机构进行监督，通过学员招生、课程展示、直播教学、视频内容等环节的行为规范，为入驻机构进行打分。对于违反规范的行为，会处以限制发布新课程、已上架课程拉黑、停止已上架课程报名等处罚，当入驻机构扣分达到30分时，腾讯课堂便会采取清退措施，终止合作。
除了机构违规扣分体系，腾讯课堂也将对课程质量和授课效果进行监督，并制定课程AB类惩罚。每两周考核一次课程到课率和完成度，对于不达标的课程将按照轻重给予A、B两档处罚：用户到课率或完成度得分低于10%时，腾讯课堂将给予B类警告，提醒机构即刻对后续直播课程进行质量整改，警告期间该课程将被暂停接受用户报名，腾讯课堂并将延迟结算该期次课程用户支付的全部报名款项;如得分持续低于10%，则会受到a类处罚，腾讯课堂将通知符合退费规则的学员，其有权进行退款，延迟向机构结算。当机构结算金额无法覆盖全部学员退款时，腾讯课堂将先行垫付退款来确保学员利益。
推出仲裁机制塑造高质量售后平台
2017年5月，腾讯课堂入驻机构利为汇，因经营不善出现课程质量问题，被学员投诉并要求退款，利为汇未及时采取有效解决措施。腾讯课堂作为平台方，积极与利为汇联系无果后，将该机构清退并为学员垫付退款，优先保障学员利益。
2018年年底，经深圳市南山区人民法院判决：南京利为汇信息技术有限公司支付腾讯课堂代为退回学员的学费。“对类似损害学员利益的行为，我们始终坚持平台责任，用法律武器对违规机构追责到底。”王昕表示。
2019年1月，腾讯课堂进一步推出仲裁机制。学员对课程质量、教学水平不满可以申请售后服务，由机构负责解决;若学员对机构的处理结果不满意或机构逾期未处理，学员可在规定时限后申请腾讯课堂官方介入，对售后问题进行仲裁。仲裁机构方案设立了四个阶段的保障机制：在学生主动退款期，保证开课前7天内随时包退;售后服务期贯穿整个课程服务期，学员可多次申请售后服务;机构处理期推动机构与学员积极协商及时处理;最终进入平台仲裁期，平台将以公平公正、过程透明和及时处理三大原则进行仲裁处理，在此阶段，学员享有强制退费权。
不仅如此，腾讯课堂还制定了售后率指标考核，督促机构积极跟进售后问题、提升服务质量，售后率指标考核不达标的机构，将面临腾讯课堂的处罚。
作为国内最大的在线职业教育平台，腾讯课堂累计服务3亿人次，每周有超过百万的用户在线学习，在架课程超10万门，目前有超过5万的教育机构和老师通过腾讯课堂在线开课教学。面对庞大的授课数量、在线学习人数和入驻机构，入驻机构审核和课程质量保障的要求变得越来越高。“学员无忧计划”的推出，意味着腾讯课堂将以更加严谨、完善的制度保障学员利益，推动职业教育行业学员、机构与平台的良性发展。
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