01
Complaint
A complaint generally raises a concern about conduct, service, process, administration, representation, or another matter that warrants review through the applicable complaint procedure.
IABCET provides defined mechanisms for raising appropriate concerns and seeking review of eligible accreditation-related decisions or outcomes.
Complaints and appeals serve different purposes. Identifying the nature of the matter, consulting the applicable procedure, and providing relevant information helps direct each concern to the appropriate review process.
Complaints and appeals are related accountability mechanisms, but they address different types of matters. The applicable published procedure determines the formal definitions, eligibility requirements, submission route, and review process.
A complaint generally raises a concern about conduct, service, process, administration, representation, or another matter that warrants review through the applicable complaint procedure.
An appeal generally seeks review of an eligible accreditation decision or outcome where the applicable procedure permits that decision or outcome to be challenged.
Before submitting a formal matter, define the event, action, decision, communication, process, or conduct that creates the concern and determine which published procedure applies.
State the institution, organization, provider, program, application, accreditation matter, communication, process, or decision involved.
Explain the specific action, decision, conduct, communication, or procedural matter that is being questioned.
Explain clearly why the matter requires review and identify the relevant requirement or procedural issue where known.
Consider whether the matter is appropriately addressed as a complaint or whether it concerns an eligible decision or outcome subject to appeal.
Consult the current applicable policy for eligibility, submission requirements, deadlines, review stages, and other procedural requirements.
Organize the relevant facts, correspondence, documents, evidence, dates, and other information permitted by the applicable procedure.
Formal complaints and appeals should follow the designated procedure rather than relying on informal communications. The current policy determines the requirements that apply to a particular matter.
Read the applicable complaint or appeal procedure and determine whether the matter falls within its scope.
Describe the matter clearly and organize the information necessary to understand the concern or requested review.
Include relevant documents, correspondence, records, decision information, or other evidence permitted by the applicable procedure.
Use the designated submission route and provide the information required by the applicable procedure.
The matter proceeds through the applicable review process according to its nature and the governing procedure.
The applicable review process determines the resulting response, decision, action, or other outcome according to the governing procedure.
A well-organized submission helps the appropriate review function identify the matter, understand the concern, examine the relevant information, and apply the applicable procedure.
Provide the identifying information required by the applicable procedure for the person, organization, provider, program, or accreditation matter involved.
Identify relevant dates associated with the event, communication, process, decision, or other matter being raised.
Explain the concern or requested review in a structured manner and distinguish relevant facts from unrelated information.
Provide relevant correspondence, records, decisions, evidence, or other documentation permitted by the applicable procedure.
Where known, identify the standard, criterion, policy, procedure, requirement, or decision element connected with the matter.
Where appropriate, explain what matter you are asking the applicable review process to consider.
Complaints and appeals operate within the wider accreditation accountability framework. Appropriate review depends on the applicable procedure, relevant information, responsible handling, and a documented process.
The matter should be considered through the process applicable to its nature and procedural status.
Review should focus on information and evidence relevant to the concern, decision, requirement, or procedural question being considered.
Where applicable, review arrangements should support appropriate and objective consideration of the matter.
Information associated with a complaint or appeal should be handled according to applicable confidentiality, privacy, and procedural requirements.
Appropriate records support traceability of submissions, information considered, procedural actions, and applicable outcomes.
Review responsibilities and decision authority are determined by the applicable IABCET procedure and governance arrangements.
An appeal concerns an eligible accreditation decision or outcome that the applicable procedure permits to be reviewed. The current appeal procedure determines eligibility, requirements, timelines, review authority, and available outcomes.
Identify the accreditation decision or eligible outcome for which review is being requested.
Confirm through the applicable procedure that the decision or outcome is eligible for appeal.
Examine the current procedural requirements governing the appeal, including any applicable submission and timing requirements.
Present the matter clearly and provide the relevant information and supporting evidence permitted by the applicable procedure.
Use the designated appeal mechanism rather than relying on general or informal correspondence.
Interpret the result according to the applicable appeal procedure and any resulting official accreditation information.
A complaint may concern conduct, service, administration, process, representation, or another matter addressed by the applicable complaint procedure.
A concern may relate to conduct associated with an applicable accreditation or organizational matter.
A complaint may concern an aspect of a process or procedure that warrants review under the applicable policy.
Administrative actions or handling may be raised where they fall within the scope of the applicable complaint procedure.
Applicable concerns about service or communication may be addressed through the complaint route where permitted by the procedure.
Concerns involving accreditation-related representation or other relevant information may require review through the appropriate process.
Other concerns may be considered where they fall within the defined scope of the current complaint procedure.
This page provides orientation. Formal eligibility, submission requirements, deadlines, review stages, responsibilities, decision authority, confidentiality requirements, and outcomes are determined by the current applicable IABCET policy or procedure.
Use the applicable procedure to determine whether the matter qualifies for the complaint or appeal process.
Use the current procedure for any applicable submission or response deadlines rather than assuming a general timeframe.
Follow the current procedure for required information, documentation, format, and submission route.
Consult the procedure for the stages through which an eligible complaint or appeal may proceed.
Responsibilities for considering or deciding a matter are established through the applicable procedure and governance framework.
Possible responses, decisions, actions, or other outcomes should be understood from the applicable formal procedure.
Key questions about complaints, eligible appeals, submission routes, supporting information, procedures, confidentiality, and accreditation status.
A complaint generally raises a concern requiring review, while an appeal generally seeks review of an eligible accreditation decision or outcome. The applicable procedure determines the formal route.
Appeal eligibility is determined by the applicable published procedure. Review the current procedure before preparing or submitting an appeal.
Provide the information required by the applicable procedure and clearly identify the matter, relevant facts, supporting evidence, and the concern or decision being raised.
Any applicable deadline should be taken directly from the current published procedure. Do not rely on a general or assumed timeframe.
No. Any effect on an accreditation decision, process, scope, or status depends on the applicable procedure and resulting formal determination.
Use the IABCET Policies & Documents resource to locate the applicable complaints, appeals, accreditation, governance, and procedural information.
Use the current policy to determine the correct complaint or appeal route, applicable requirements, submission process, and review framework before submitting a formal matter.