Policy on Review and Resolution of Participant Complaints and Disputes

Purpose and Scope

This policy establishes the procedures for the review, investigation, and resolution of participant complaints and disputes related to continuing education (CE) programs offered by Counsel Connect. The purpose of this policy is to ensure that participant concerns are addressed in a fair, timely, and professional manner consistent with NBCC Approved Continuing Education Provider (ACEP) standards.

This policy applies to all CE activities offered by the Provider, including self-paced home study programs, online courses, examinations, evaluations, certificates of completion, and administrative processes associated with program delivery.

Types of Complaints Covered

This policy applies to complaints or disputes related to:

·       course content or instructional quality,

·       program delivery or access issues,

·       assessment or evaluation procedures,

·       certificate issuance or CE credit verification,

·       administrative or operational concerns,

·       adherence to stated program policies.

This policy does not apply to clinical complaints, therapeutic services, or personal grievances unrelated to CE programming.

Submission of Complaints

Participants are encouraged to submit complaints or disputes in writing to ensure accurate review and documentation. Complaints should include:

·       the participant’s name and contact information,

·       the course title and date of participation,

·       a clear description of the concern or dispute,

·       any relevant supporting information.

Complaints should be submitted within a reasonable timeframe following the event giving rise to the concern. Complaints can be sent to connect@counselconnectllc.com.

Review Process

Upon receipt of a complaint, Counsel Connect will acknowledge receipt within a reasonable timeframe and initiate a review process. The review may include:

·       examination of course materials,

·       review of administrative records,

·       consultation with instructors or relevant personnel,

·       assessment of applicable policies and NBCC ACEP standards.

Counsel Connect will evaluate whether the complaint reflects a deviation from stated program objectives, policies, or professional standards.

Resolution and Response

Counsel Connect will make reasonable efforts to resolve complaints in a timely, fair, and professional manner. Possible resolutions may include:

·       clarification of course content or policies,

·       correction of administrative errors,

·       technical support or access remediation,

·       issuance of certificates when appropriate,

·       other corrective actions deemed appropriate based on the nature of the complaint.

Participants will be informed in writing of the outcome of the review and any actions taken.

Documentation and Recordkeeping

All complaints and their resolutions are documented and maintained as part of CounselConnect’s administrative records. Documentation may include the complaint submission, correspondence, review findings, and resolution outcomes.

Records related to complaints are maintained in accordance with NBCC ACEP requirements and are available for review during audits or compliance reviews, if requested.

Escalation and External Review

If a participant believes that a complaint has not been resolved satisfactorily, they may be informed of appropriate external avenues for review, including NBCC, when applicable.

Counsel Connect respects participants’ right to raise concerns with credentialing bodies and does not retaliate against participants for submitting complaints or disputes.

Commitment to Professional Standards

Counsel Connect affirms that participant feedback and complaints are an important component of program quality assurance. Complaints are reviewed as opportunities to improve educational offerings, administrative processes, and compliance with NBCC ACEP standards.

Counsel Connect is committed to transparency, accountability, and ethical operation in all CE activities.