Complaints Procedure

A full copy of the Complaints Procedure is available in the Candidate Handbook. Below is a summary of the Complaints Procedure, including excerpts from the Procedure.

Who handles complaints?

The responsibility to receive complaints from candidates, certified persons, and other interested parties lies with the CCPO Program Manager (Certification Manager) and the CCPO Council.

How do I make a complaint?

If you are aware of either a potential breach of the CCPO Code of Conduct or any other matter which is relevant to certification scheme activities, please submit a complaint in writing to the CCPO Program Manager.

What happens after a complaint is made?

The CCPO Program Manager assigns the complaint with a sequential case number and will review the complaint for relevance and completeness. A working file for review by the Council is created by removing names and other identifying information. The working file is passed to the Council Chair; if the complaint is against the Chair, then it is passed to the Co-Chair.

When the Council Chair agrees the materials are complete enough for consideration by the full Council, a confidential working copy of the file will be distributed to all members of Council for consideration. Written communication, sent within no later than thirty (30) days of the Complaint File being distributed to Council, will be sent to the Complainant acknowledging receipt of the Complaint and advising of the Complaint Procedure. Written communication will also be sent to the Respondent. The Respondent will have sixty (60) calendar days to respond to the Notice of Complaint.

The Council, upon receipt of all materials from the Complainant and Respondent, will deliberate and decide whether a breach of the Code of Conduct has occurred.

In the event is determined a breach of the Code of Conduct did not occur, the complaint shall be dismissed without prejudice.

If it is more likely than not that a breach of the Code of Conduct did occur, the Council will notify the Respondent in writing of the finding and offer the Respondent the opportunity for a hearing. The Respondent has thirty (30) days to respond and request a hearing.

A hearing, if requested, will take place via teleconference at a time mutually convenience for the Council and Respondent. Not less than three (3) Council members shall be in attendance for the hearing.

What happens after the hearing?

At the conclusion of the hearing, any disciplinary actions resulting from a breach of the Code of Conduct are subject to the Progressive Discipline Policy. Disciplinary actions within the purview of the Council pertain to the CCPO Certification credential and the maximum penalty the Council may impose is revocation of the right to use the CCPO Certification and to require the return of the Respondent’s certification card. Decisions made by the Council are issued to the Respondent in writing.

What happens if the complaint is withdrawn?

If the Complainant withdraws the complaint, the investigation will be immediately terminated and the Respondent will be so notified of the dismissal of the complaint.

Can decisions made by the Council be appealed?

Yes. Decisions made in writing by the Council can be appealed pursuant to the Appeals Procedure 07.1. An appeal must be initiated within ninety (90) calendar days of the date of the delivery of the notice letter or written communicating stating the decision. For the duration of the Appeals Process, until a final Appeal Decision is reached, the original decision rendered by the Council will stand, including decisions relating to the suspension or withdrawal of a Certification.