ANCDS Complaint Policy

Purpose

The purpose of this policy is to establish a clear, fair, and efficient process for addressing and resolving complaints from learners, instructors, staff, or others related to ANCDS continuing education activities. This policy ensures that all concerns are given due consideration and that appropriate action is taken to maintain the quality and integrity of our continuing education programs.

What Constitutes a Complaint

A complaint is defined as a formal expression of dissatisfaction regarding any aspect of ANCDS's continuing education offerings. This may include, but is not limited to:

  • Course Quality: Concerns about the accuracy, relevance, or currency of course content.
  • Content Delivery: Issues related to the clarity, organization, or effectiveness of instructional methods.
  • Instructor Behavior: Concerns about the professionalism, expertise, or conduct of instructors.
  • Administrative Processes: Dissatisfaction with registration, communication, or other administrative procedures.
  • Other Services: Complaints related to accessibility, accommodations, or other support services.

ANCDS will consider all complaints, whether submitted anonymously or with identification. However, ANCDS may not be able to fully investigate anonymous complaints if insufficient information is provided.

How to Submit a Complaint

Complaints must be submitted in writing via email to [email protected] or via mail to 2345 Rice Street, Suite 220, Saint Paul, MN 55113-3720. The complaint should include the following information:

  • Complainant's name and contact information (unless submitted anonymously)
  • Date of the continuing education activity in question
  • Specific details of the complaint, including the aspect of the activity that is causing concern
  • Any supporting documentation or evidence

Acknowledgment, Investigation, and Resolution

Upon receipt of a complaint, ANCDS will:

  1. Acknowledge: Send an email or written acknowledgment to the complainant within 5 business days, confirming receipt of the complaint.
  2. Investigate: Conduct a thorough and impartial investigation of the complaint, which may include gathering information from relevant parties, reviewing course materials, and consulting with experts.
  3. Resolve: Determine an appropriate resolution to the complaint, which may include:
  • Providing clarification or additional information
  • Offering an apology or explanation
  • Making adjustments to course content or delivery
  • Providing a refund or credit for future activities
  • Implementing policy changes to prevent similar issues in the future

ANCDS aims to resolve all complaints within 14 business days of receipt. However, complex cases may require additional time.

Communication

ANCDS will communicate the outcome of the investigation and the proposed resolution to the complainant in writing (via email or mail) within 28 business days of the resolution decision. The communication will include:

  • A summary of the complaint
  • A description of the investigation process
  • The findings of the investigation
  • The proposed resolution

Policy Review

ANCDS will review this complaint policy annually to ensure its effectiveness and relevance. The review will include:

  • An assessment of the number and nature of complaints received
  • An evaluation of the effectiveness of the resolution process
  • Consideration of any necessary updates or revisions to the policy

Any changes to the policy will be communicated to members and attendees of continuing education events through the ANCDS website and other relevant channels.

Confidentiality

Complaints will be handled with discretion and only shared with those directly involved in the investigation.