Policy on Complaints Handling

complaints policy

1. Purpose

This policy outlines the documented process for receiving, evaluating, and making decisions on complaints related to the activities, services, or conduct of ICMC Philippines, its certified members, or staff. The goal is to ensure that all complaints are handled in a fair, transparent, and timely manner.

2. Scope

This policy applies to:

  • Complaints from any stakeholder, including candidates, members, clients, or the public.
  • Issues involving the certification process, services provided, or the professional conduct of ICMC Philippines certified consultants.

3. Guiding Principles

  • Accessibility – The complaints process shall be publicly available and accessible without request.
  • Fairness and Impartiality – All complaints will be addressed objectively, without bias or conflict of interest.
  • Confidentiality – Information will be kept confidential and only shared with those directly involved in resolving the complaint.
  • Timeliness – Complaints will be processed and resolved within a reasonable timeframe.

4. Definitions

  • Complaint – A formal expression of dissatisfaction regarding the activities, services, or conduct of ICMC Philippines, its members, or staff.
  • Complainant – The individual or organization submitting the complaint.

5. Complaints Process

Step 1: Submission of Complaint

  • Complaints must be submitted in writing via email or registered mail to the ICMC Philippines Secretariat.
  • The complaint must include:
    • Full name and contact details of the complainant
    • Detailed description of the issue
    • Relevant supporting documents or evidence
    • Date and location of the incident, if applicable

Step 2: Acknowledgement of Complaint

  • The Secretariat will acknowledge receipt within 5 working days and forward the complaint to the Complaints Committee for review.

Step 3: Evaluation and Investigation

  • The Complaints Committee, composed of members with no conflict of interest, will:
    • Review the complaint and supporting documents
    • Request additional information if necessary
    • Conduct interviews or fact-finding as needed

Step 4: Decision Making

  • The Complaints Committee will deliberate and decide on the appropriate action within 30 working days of receiving the complete complaint.
  • Possible outcomes:
    • Complaint Upheld – Corrective or disciplinary action is taken.
    • Complaint Dismissed – No further action is required.

Step 5: Notification of Decision

  • The complainant will be informed in writing of the decision and the reasons for it.
  • Where appropriate, corrective actions will be communicated to the relevant parties.

6. Record Keeping

  • All complaints and their resolutions will be documented and retained securely for at least five (5) years