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Policies & Procedures
General Policies
Program Fees
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Registration must be completed and paid in full prior to the start of the course.
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Fees are non-refundable unless specified
otherwise in this policy. -
Materials, supplies, and other course-related expenses are included in the registration fee unless otherwise stated.
Refund Policy
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Fully refunds are available if the
participant cancels at least 7 days before the course start date. -
No refunds will be issued for cancellations made less than 7 days before the start date or after the course has commenced, except in cases of course cancellation by the institution.
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Refund requests must be submitted in writing via email or certified mail.
Participant Cancellation
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Participants wishing to cancel must provide written notification.
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Cancellations are effective upon receipt of the written notice.
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Participants who cancel will be eligible for refunds as per the refund policy.
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No refunds or credits will be issued for no-shows or late arrivals.
Additional Terms
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The institution reserves the right to modify course dates, fees, and polices without prior notice.
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If the course is canceled by the institution, registered participants will receive a full refund or an option to transfer to a future session.
Participant Complaint and Dispute Resolution Policy
Purpose
This policy establishes a fair, transparent, and timely process for reviewing and resolving complaints or disputes submitted by program participants regarding any aspect of provider programs, including instruction, content delivery, administrative processes, or participant support.
Scope
This policy applies to all participants, facilitators, and administrative staff involved in provider-operated programs, including continuing education, training, and certification-based offerings.
Policy Statement
The provider is committed to maintaining high standards of quality and professionalism. All participant complaints and disputes will be handled promptly, respectfully, and in accordance with the principles of fairness, confidentiality, and non-retaliation.
Procedures
1. Submitting a Complaint
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Participants must submit complaints in writing (email or designated complaint form) within 30 days of the incident.
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The complaint should include:
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Participant’s name and contact information
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Program name and date(s) of participation
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Detailed description of the concern or issue
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Desired resolution (if applicable)
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2. Acknowledgment of Receipt
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The provider will acknowledge receipt of the complaint within five (5) business days.
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The acknowledgment will confirm that the complaint is under review and provide an estimated timeframe for response.
3. Investigation and Review
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The Program Director or designated Compliance Officer will review the complaint within ten (10) business days.
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The investigation may involve interviews, document reviews, or consultation with instructors or other staff.
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All information will remain confidential and shared only on a need-to-know basis.
4. Resolution and Response
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A written decision or resolution will be provided to the participant within fifteen (15) business days of acknowledgment, unless an extension is required for complex cases.
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If corrective action is warranted, the provider will implement and document it promptly.
5. Appeal Process
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If the participant disagrees with the outcome, an appeal may be submitted in writing within ten (10) business days of receiving the decision.
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Appeals will be reviewed by the Executive Director or an independent review panel.
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The decision from the appeal process will be final.
6. Recordkeeping
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All complaints, investigations, and resolutions will be documented and retained for a minimum of three (3) years.
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Complaint trends will be periodically reviewed to guide program improvements.
Non-Retaliation
Participants will not face any form of retaliation or negative consequences for submitting a complaint or participating in a review process.