Program Complaints Policy

Purpose

To establish a process for reviewing and resolving participant complaints and disputes related to programs offered by Adler Academy of Minnesota (AAM), ensuring fairness, transparency, and timely resolution while maintaining compliance with NBCC Continuing Education Provider Policy requirements.

Guidelines

1. Submitting a Complaint

• Eligibility: Participants may file a complaint if dissatisfied with a program or if they believe there has been a violation of NBCC guidelines or AAM policies.

• Submission Process:

• Complaints must be submitted in writing via email to [email protected] within 30 days of the program’s completion.

• Include the following details:

• Participant’s name and contact information.

• Program title, date, and location (or online platform).

• Description of the issue or concern.

• Supporting documentation (e.g., emails, screenshots, receipts).

2. Acknowledgment and Initial Review

• Acknowledgment: AAM will confirm receipt of the complaint within 5 business days via email.

• Initial Review: The Program Administrator or a representative will review the complaint within 10 business days and may request additional information if needed.

3. Resolution Process

• Assessment: Complaints will be assessed using program records, participant feedback, and applicable policies.

• Resolution Options:

• Valid complaints may result in:

• Clarification or correction of misinformation.

• Replacement of program materials.

• A partial or full refund (if applicable).

• Complimentary enrollment in a future program.

• Participants will receive a clear explanation if the complaint is deemed invalid.

• Timeline: Final resolutions will be communicated within 30 business days of the complaint submission.

4. Appeals

• Participants dissatisfied with the resolution may submit a written appeal within 10 business days of receiving the decision.

• Appeals will be reviewed by AAM’s board members, with a final decision provided within 15 business days.

5. Documentation and Reporting

• AAM will maintain records of all complaints, resolutions, and appeals for a minimum of 5 years.

• Complaint records may be reviewed during NBCC audits.

Procedures

1. Submission: Complaints must include complete and accurate details as outlined above.
2. Acknowledgment: AAM will confirm receipt and begin the review process promptly.
3. Resolution: The Program Administrator will evaluate the complaint, propose a resolution, and communicate it to the participant within the specified timelines.
4. Appeals: Escalated complaints will be reviewed by board members, and their decision will be final.
5. Record keeping: Complaint documentation, including resolutions and appeals, will be securely stored and reviewed periodically to ensure compliance.

Contact Information

Adler Academy of Minnesota

Email: [email protected]

Website: https://www.adleracademy.org

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