CE Provider Policies: Complaint Policy
A complaint policy outlines the formal process for addressing concerns or grievances raised by learners, instructors, staff, or other stakeholders. The policy ensures that the organization handles complaints fairly, consistently, and in a timely manner while maintaining transparency and trust between learners and the organization.
What It Looks Like
The structure of the complaint policy could include, but is not limited to, the following elements:
- Purpose — a clear process that the organization establishes for raising and resolving complaints from learners, instructors, staff, or stakeholders.
- What Constitutes a Complaint — the organization’s definition of which issues and topics it categorizes as complaints — for example, issues may include course quality, content, delivery, instructor behavior, administrative processes, or other services.
- How to Submit a Complaint — the process the organization requires learners to follow when registering a concern. Consider whether the organization will accept anonymous complaints.
- Acknowledgment, Investigation, and Resolution — the method by which an organization receives, reviews, and resolves complaints within a timely manner—this may include passing resolutions that enable the organization to clarify, remediate, or enact policy changes.
- Communication — a clearly documented plan for how and when the organization will inform the complainant of the outcome.
- Policy Review — a periodic assessment in which the organization regularly (a) reviews and updates (as needed) its complaint policy and (b) communicates changes to stakeholders.
When It Happens
In terms of complaint policies, the organization should strive to be proactive in developing the policy beforehand and attentive to regular reviews and updates.
The organization should
- establish its complaint policy early in the organization’s development;
- have the policy in place before offering any courses or services;
- review the policy regularly to ensure that it remains relevant, effective, and aligned with current practices, laws, or regulations; and
- share the policy with learners and with all parties involved in course planning and development.
Details on how to submit a complaint must be easy for learners to locate on the organization’s website or in other learner communications.
How It Supports Compliance
ASHA CE’s policy on complaints requires the organization to have a written policy. The organization must share the policy with learners and stakeholders to ensure that they know how to contact the Provider with any concerns.
Why It Matters
Implementing and adhering to a complaint policy demonstrates to learners that the organization is committed to addressing their needs and meeting their expectations. Welcoming feedback from stakeholders offers valuable insights that can drive continuous improvement.
Bottom Line
Learners should be able to raise concerns by using and adhering to the Provider’s complaint policy—which should be clear and fair—to resolve issues promptly and transparently. The Provider should strive to foster continuous program improvement and maintain trust between learners and the organization.
