Grievance Policy for Continuing Education (CE) Courses

Purpose

This policy explains how participants can file a grievance about a CE course and how Process Therapy Institute will respond in a timely, fair, and professional manner. The goal is to promptly resolve concerns about speakers, content, facilities, or other aspects of the CE program, while maintaining confidentiality and compliance with relevant licensing board requirements.

What Is a Grievance?

A grievance is a formal complaint from a participant about one or more aspects of a CE course, such as:

  • The speaker’s qualifications, behavior, or teaching style.
  • The facilities (for in‑person events), accommodations, or access needs.
  • Technical issues with an online course (e.g., videos not playing, CE credit not issued).
  • Concerns about bias, ethics, or compliance with CE standards

How to File a Grievance

1. Initial Discussion (Optional but Encouraged)

Participants are encouraged (but not required) to first discuss their concern with the course facilitator or instructor during or immediately after the course, if possible.

2. Formal Grievance Submission

To file a formal grievance, the participant must submit a written statement (email or hard copy) that includes:

  • Full name and contact information.
  • Date(s) and title of the CE course.
  • A clear description of the concern(s).
  • Any requested resolution (e.g., clarification, correction, partial refund, or future changes).

Submit the written grievance to:
Event Coordinator
Email: events@processes.org
Mailing Address: 1760 The Alameda #100, San Jose, CA 95126

3. Time frame for Filing

Grievances should be submitted within 30 days of the course completion date whenever possible.

How Grievances Will Be Handled

1. Acknowledgment

The grievance contact will acknowledge receipt of the written grievance within 7 business days (e.g., by email or phone).

2. Review and Investigation

The grievance will be reviewed by the CE Program Administrator and Training Director. Relevant staff, instructors, or records will be consulted as needed to understand the concern.

3. Resolution Steps (Depending on the Nature of the Grievance)

a. Concern about a speaker or presentation

The participant’s written comments will be shared with the speaker (without disclosing the participant’s name, if requested) to ensure confidentiality.
The program may provide feedback, coaching, or make changes to the course materials or speaker selection for future offerings.

b. Concern about course content, level, or facilities

The CE Program Administrator will act as mediator and make a final decision on any requested action.

Possible actions include:

  • Clarifying or correcting course content.
  • Adjusting the course for future offerings.
  • Providing a partial or full refund of the course fee (within policy limits).
  • Offering a complimentary seat in a future equivalent course.
c. Concern about technical / access issues

The technical team will investigate and resolve the issue (e.g., fixing materials, reissuing access, or confirming CE credit issuance).

Response Time-frame

A written response outlining the findings and resolution will be provided to the participant within 21-28 business days of receiving the formal grievance, unless the issue is complex and requires additional investigation.

Limits on Relief

PTI’s financial responsibility for any grievance shall not exceed the original purchase price of the specific course(s) related to the grievance (e.g., refund or credit for those courses only).

No other damages (e.g., punitive, incidental, or consequential) are assumed under this policy.

Confidentiality and Non‑Retaliation

All grievances and related communications will be handled confidentially, to the extent possible and permitted by law.

No participant will be penalized or retaliated against for filing a good‑faith grievance about a CE course.