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Complaint Policy

Continuing Education (CE) Program

1. PURPOSE

The purpose of this policy is to provide learners, instructors, and stakeholders with a clear, fair, and accessible process for submitting and resolving complaints related to the Continuing Education (CE) program. This process supports transparency, continuous improvement, and compliance with ASHA CE Standards and Policies.

2. SCOPE

This policy applies to all complaints related to:

  • CE courses or activities
  • Course content, delivery, or instructors
  • Administrative processes (registration, communication, reporting)
  • Compliance with ASHA CE Standards and Policies

3. POLICY STATEMENT

All complaints will be:

  • Reviewed in a timely and objective manner
  • Handled confidentially to the extent possible
  • Documented and retained in accordance with record retention requirements
  • Used to inform program improvement

Participants also have the right to submit complaints directly to ASHA regarding alleged violations of CE standards. (ASHA)

4. COMPLAINT SUBMISSION PROCESS

4.1 How to Submit a Complaint

Complaints must be submitted in writing via:

  • Email: help@aphasiaaccess.org
  • Written correspondence to: Aphasia Access 201 N. Union St. Suite 110 Alexandria, VA 22314

4.2 Required Information

Complaints should include:

  • Complainant name and contact information
  • Course title and date (if applicable)
  • Description of the issue
  • Any supporting documentation

4.3 Submission Timeline

  • Complaints should be submitted within 60 days of the course or incident
  • Late submissions may be reviewed at the discretion of the CE Administrator

5. REVIEW AND RESOLUTION PROCESS

5.1 Acknowledgment

  • Complaints will be acknowledged within 3–5 business days

5.2 Initial Review

Responsible: CE Administrator (CEA)

Steps:

  1. Review complaint details and supporting documentation
  2. Determine if additional information is needed
  3. Assign to appropriate reviewer if necessary

5.3 Investigation

Steps:

  1. Gather relevant documentation (course materials, evaluations, communications)
  2. Consult with involved parties (e.g., instructor, staff)
  3. Assess compliance with ASHA CE Standards and internal policies

5.4 Resolution

  • A written response will be provided within 10–15 business days of receipt (or status update if additional time is required)
  • Resolution may include:
    • Clarification or explanation
    • Corrective action
    • Process or policy changes

6. APPEALS PROCESS

If the complainant is not satisfied with the resolution:

  • An appeal may be submitted within 14 days of the decision
  • Appeals will be reviewed by:
    • The Executive Committee
    • A neutral third party will be engaged if necessary

A final determination will be issued following review.

7. CONFIDENTIALITY

  • All complaints will be handled confidentially to the extent possible
  • Information will only be shared with individuals directly involved in the review process

9. DOCUMENTATION & RECORD RETENTION

The following will be maintained:

  • Complaint submission
  • Investigation notes
  • Resolution and communications
  • Appeal documentation (if applicable)

Records will be retained for a minimum of 4 years in accordance with ASHA requirements.

10. CONTINUOUS IMPROVEMENT

Complaint data will be:

  • Reviewed periodically for trends
  • Incorporated into needs assessments and program improvements
  • Used to enhance course quality and participant experience

11. POLICY REVIEW

This policy will be reviewed annually and updated as needed to ensure continued alignment with ASHA CE Standards and Policies.