MSG Program Complaints Policy

Purpose

This policy establishes a process for reviewing and resolving participant complaints and disputes related to programs offered by Mustard Seed Generation (MSG), ensuring fairness, transparency, and timely resolution while maintaining compliance with NBCC Continuing Education Provider Policy requirements.

1. Submitting a Complaint

Participants may file a complaint if they are dissatisfied with a program or believe that there has been a violation of NBCC guidelines or MSG policies.

Complaints must be submitted in writing by email to admin@mustardseedgeneration.org within 30 days of the program's completion.

Each complaint should include:

• Participant's name and contact information.
• Program details. Program title, date, location or online platform, and workshop title, if applicable.
• Description of the issue or concern.
• Supporting documentation. This may include emails, screenshots, or receipts.

2. Acknowledgment and Initial Review

MSG will confirm receipt of the complaint by email within 5 business days. The Program Administrator or a designated representative will review the complaint within 10 business days and may request additional information if needed.

3. Resolution Process

Complaints will be assessed using relevant program records, participant feedback, supporting documentation, and applicable MSG and NBCC policies.

Valid complaints may result in one or more of the following:

• Clarification or correction of misinformation.
• Replacement of program materials.
• A partial or full refund, if applicable.
• Complimentary enrollment in a future program.

If a complaint is deemed invalid or cannot be substantiated, MSG will provide the participant with a clear explanation.

Final resolutions will be communicated within 30 business days of the complaint submission.

4. Appeals

Participants who are dissatisfied with the resolution may submit a written appeal within 10 business days of receiving the decision. Appeals will be reviewed by MSG board members, and a final decision will be provided within 15 business days. The decision issued through the appeal process will be final.

5. Documentation and Reporting

MSG will maintain records of all complaints, resolutions, and appeals for a minimum of 5 years. Complaint records may be reviewed during NBCC audits. Complaint documentation, including resolutions and appeals, will be securely stored and reviewed periodically to support ongoing compliance.

Procedures Summary

1. Submission: Complaints must include complete and accurate details as outlined in this policy.
2. Acknowledgment: MSG will confirm receipt and begin the review process promptly.
3. Resolution: The Program Administrator will evaluate the complaint, propose a resolution, and communicate it to the participant within the specified timelines.
4. Appeals: Escalated complaints will be reviewed by MSG board members, whose decision will be final.
5. Record Keeping: Complaint documentation, including resolutions and appeals, will be securely stored and reviewed periodically to ensure compliance.

Contact Information

Mustard Seed Generation

Email: admin@mustardseedgeneration.org

Website: https://www.mustardseedgeneration.org