Provider: Therapist Resources
NBCC policy reference: C.12
Purpose
This policy describes how Therapist Resources reviews and resolves participant complaints and disputes related to its continuing education programs. The goal is a process that is fair, transparent, and timely, and that meets NBCC Continuing Education Provider Policy requirements.
Guidelines
1. Submitting a complaint
Participants may file a complaint if they are dissatisfied with a program or believe a program violated NBCC requirements or Therapist Resources policies.
Complaints are submitted in writing by filling out the Program Complaint form within 30 days of completing the program. Include:
- your name and contact information,
- the program title, the date you completed it, and where you took it (online platform or event location),
- a description of the issue or concern, and
- any supporting documentation (emails, screenshots, receipts).
2. Acknowledgment and initial review
- Therapist Resources confirms receipt of the complaint by email within 5 business days.
- The Program Administrator reviews the complaint within 10 business days and may request additional information.
3. Resolution
Complaints are assessed against program records, participant feedback, and the applicable policies. When a complaint is valid, resolution may include:
- clarification or correction of misinformation,
- replacement of program materials,
- a partial or full refund, or
- complimentary enrollment in a future program.
If a complaint is found invalid, the participant receives a clear explanation of why. Final resolutions are communicated within 30 business days of the complaint submission.
4. Appeals
A participant who is dissatisfied with the resolution may submit a written appeal within 10 business days of receiving the decision. Appeals receive a fresh review of the full record, including any new information the participant provides. Where a conflict of interest exists, an independent professional colleague who was not involved in the original decision conducts the review. A final decision is provided within 15 business days.
5. Reporting to NBCC
Any complaint that relates to NBCC Continuing Education Provider Policy requirements is reported to NBCC within 60 days of Therapist Resources becoming aware of it, including all related written communications.
6. Documentation
Records of all complaints, resolutions, and appeals are kept for a minimum of 5 years and are available for review during NBCC audits.
Procedures
- Submission. The participant emails the complaint with the details listed above.
- Acknowledgment. Therapist Resources confirms receipt within 5 business days and begins review.
- Resolution. The Program Administrator evaluates the complaint, decides on a resolution, and communicates it within 30 business days.
- Appeal. Appeals are reviewed as described in Guideline 4, and the appeal decision is final.
- NBCC reporting. Complaints touching NBCC Policy requirements are forwarded to NBCC within 60 days, with all related written communications.
- Record keeping. Complaint files, resolutions, and appeals are stored securely with the program's records and reviewed periodically for compliance.
Contact Information
Therapist Resources
Email: rindie@therapistresources.com
Website: https://therapistresources.com