Certification Program Complaint Process Policy

Certification Program Complaint Process Policy

1. Purpose

The purpose of this policy is to establish a clear and fair process for handling complaints related to the administration of certification program or complaints against certified individuals or applicants. This policy aims to ensure that all complaints are addressed promptly, transparently, and impartially.

2. Scope

This policy applies to all applicants, certified individuals, and stakeholders of the certification program. It covers complaints regarding the certification process, exam administration, ethical conduct, and other related matters.

3. Definitions

  • Complaint: A formal expression of dissatisfaction or concern regarding the certification program.
  • Complainant: The individual or entity filing the complaint.
  • Respondent: The individual or entity against whom the complaint is filed.
  • Certification Commission: The body responsible for overseeing the certification process and handling complaints.

4. Filing a Complaint

4.1. Eligibility: Anyone may file a complaint.

4.2. Submission: Complaints must be submitted in writing and be marked to the attention of the IAEM-USA Executive Director or in the alternative, the Assistant Executive Director.

4.3. Details: The complaint must include:

  • Complainant's name and contact information
  • A detailed description of the issue, including relevant dates and evidence
  • Names of individuals involved, if applicable

4.4. Submission Channels: Complaints can be submitted via email to info@iaem.com.

5. Acknowledgment and Initial Review

5.1. Acknowledgment: Upon receipt of the complaint, The IAEM Executive Director or designee shall confirm receipt. Progress reports will be provided to the complainant as appropriate.

5.2. Initial Review: The Executive Director and IAEM Legal Counsel will conduct an initial review to determine if the complaint falls within the scope of the certification program. If the complaint is outside the scope, the complainant will be informed, and no further action will be taken.

A written notice of the complaint, along with submitted supporting documents  will be provided to the party against whom the complaint is directed (Respondent). 

The Respondent will be provided within thirty (30) days from the date of the written notice to submit to the IAEM-USA Headquarters, 201 Park Washington Court, Falls Church, VA, 22046 or to info@iaem.com to the attention of the Executive Director or Assistant Executive Director, a detailed written response to the complaint.

6. Investigation

6.1. Assignment: Upon receipt of the Respondent’s written response to the complaint, the IAEM-USA Executive Director or designee will promptly forward both the complaint and the response and all submitted supporting documentation to a hearing panel selected by the IAEM-USA President. 

If either party requests a hearing on the matter, the hearing will be scheduled within sixty (60) days of the receipt of the Respondent’s answer to the complaint,
6.2. Investigation Process: The hearing panel will:

  • review submitted information and documentation
  • Conduct interviews with the complainant, respondent, and any witnesses (if a hearing is requested)
  • Review applicable policies, procedures, and standards

6.3. Timeline: The investigation will be completed within 60 business days from the acknowledgment of the complaint. If additional time is needed, the complainant will be informed of the revised timeline.

7. Resolution and Decision

7.1. Findings: Upon conclusion of the hearing, the assigned panel members shall convene to determine whether a violation of the Code of Professional Conduct or the IAEM-USA Bylaws or other IAEM-USA Board-adopted policy as stated in the complaint, has occurred. 

  • Within thirty (30) days of the conclusion of the hearing; or
  • If no hearing was requested, within sixty (60) days of the panel’s receipt of the complaint, response and supporting materials.

7.2. Decision: The panel’s decision shall be issued in writing to the IAEM-USA Executive Director or designee to be promptly communicated to the parties.
. The decision will be documented and include:

  • A summary of the complaint and investigation
  • The decision and rationale
  • Any corrective actions or sanctions, if applicable

7.3. Notification: The complainant and respondent will be notified of the decision in writing within 10 business days of the decision.

8. Appeals

8.1. Right to Appeal: If the complainant or respondent is dissatisfied with the decision, they may file an appeal.

8.2. Appeal Process: The appeal must be submitted in writing within 10 business days of receiving the decision. The appeal must include:

  • A clear statement of the grounds for appeal
  • Any new evidence or information not previously considered

8.3. Appeal Review: The IAEM-USA Board will review the appeal and make a final decision within 30 business days. The decision of the Board is final.

9. Confidentiality

IAEM will endeavor to maintain confidentiality throughout the investigatory process to the extent consistent with adequate investigation and appropriate corrective action.

10. Record Keeping

IAEM will maintain records of all complaints, investigations, decisions, and appeals for a minimum of five years.

11. Contact Information

For questions or to file a complaint, please contact:

IAEM Headquarters
Complaint Submission
201 Park Washington Court
Falls Church, VA 22046

Submission Instructions

Please submit the complaint as a Word document or PDF along with any supporting documents to the address below or via email.
IAEM Headquarters
Complaint Submission
201 Park Washington Court
Falls Church, VA 22046
The necessary information that must be included in the submission are detailed below:

Certification Program Complaint Submission

1. Complainant Information

  • Name:
  • Address:
  • Email Address:
  • Phone Number:

2. Respondent Information (if applicable)

  • Name:
  • Address:
  • Title/Position:
  • Organization:
  • Email Address:
  • Phone Number:

3. Complaint Details

  • Date of Incident:
  • Location of Incident (if applicable):
  • Description of Complaint: (Please provide a detailed description of the issue, including relevant dates, events, and any individuals involved. Attach additional pages if necessary.)

4. Evidence and Documentation

  • List of Attached Documents: (Please list and attach any supporting documents, such as emails, letters, photographs, or other evidence.)

5. Additional Information

  • Is there any additional information you would like to provide? (Please include any other relevant details that may assist in the investigation and resolution of your complaint.)

6. Declaration

  • Declaration: By signing below, I affirm that the information provided in this complaint is true and accurate to the best of my knowledge. I understand that the information I have provided will be used to investigate my complaint, and I consent to the disclosure of this information to individuals involved in the investigation and resolution process.

Signature: Date: