Terapia Nepantla

Grievance Management Process:

Stage 1: Submission of Grievance

• Grievance Initiation: Participants must submit their grievances in writing to the designated contact person within 30 days of the event or issue. The grievance should include the participant’s contact information, a detailed description of the complaint, and any supporting documentation.

• Acknowledgment: Upon receipt, the grievance will be acknowledged in writing within 5 business days. The acknowledgment will confirm that the grievance has been received and is under review.

Stage 2: Initial Review and Response

• Review: The grievance will be reviewed by the CE provider within 10 business days of acknowledgment. The review will include an assessment of the complaint, gathering of any additional information, and consultation with relevant parties if needed.

• Initial Response: A written response will be provided to the participant within 15 business days of the grievance acknowledgment. This response will include the outcome of the initial review and any proposed actions to resolve the issue.

Stage 3: Resolution and Appeal

• Resolution: If the participant accepts the proposed resolution, the matter will be considered closed, and the resolution will be documented. The participant will receive written confirmation of the agreed-upon resolution.

• Appeal: If the participant is not satisfied with the initial response, they may submit an appeal in writing within 10 business days. The appeal will be escalated to a senior representative of the CE provider.

• Final Decision: The appeal will be reviewed, and a final decision will be communicated in writing within 10 business days of receipt of the appeal. The decision at this stage will be final and binding.

Stage 4: Record Keeping and Reporting

• Documentation: A record of each grievance, including the complaint, review process, and final resolution, will be maintained for a minimum of 7 years.

• Reporting: All grievances and their resolutions will be reported to CAMFT in the initial and subsequent renewal applications as required.

Stage 5: Special Considerations

• Refund Requests: Refund requests will be reviewed based on the provider’s refund policy. Participants will be informed of the outcome within 5 business days.

• Complaints about Course Content: These complaints will be reviewed by  the provider for review and addressed accordingly.

• Complaints about Facilities: Complaints regarding facilities will be reviewed in coordination with venue management to resolve the issue.

• Complaints about Non-Receipt of Certificates: These will be prioritized and resolved promptly, with certificates reissued as necessary.

• Miscellaneous Complaints: All other complaints will be handled on a case-by-case basis, ensuring a fair and ethical resolution.