Complaint & Appeals Procedure
1. Purpose
This procedure describes how NPECC receives, reviews, and resolves complaints related to process-aligned educational activities, including allegations of commercial bias, inaccurate content, improper certificates, or process failures.
2. Who may file
- Learners who completed or attempted an activity
- Faculty or planners
- Employers or other stakeholders with a good-faith concern
3. How to file
- Email complaints@npecc.org (preferred)
- Include: your name and contact, activity title and date (if known), certificate ID (if any), description of the concern, and supporting evidence
- File within a reasonable time (recommend within 90 days of the event)
4. Review process
| Stage | Target timing | Action |
|---|---|---|
| Acknowledge | Within 5 business days | Confirm receipt |
| Initial review | Within 15 business days | Assess jurisdiction and completeness |
| Investigation | As needed | Request activity file, faculty statements, platform records |
| Decision | Written notice | Findings and any corrective actions |
5. Possible outcomes
- No action (complaint not substantiated or outside scope)
- Content correction or clarification to learners
- Additional disclosure requirements
- Suspension or withdrawal of process-approved status
- Referral to the delivery platform for operational remedy (access, certificate reissue)
6. Appeals
Either party may appeal a written decision within 30 days by emailing complaints@npecc.org with “Appeal” in the subject line and a statement of grounds. Appeals are reviewed by a different reviewer than the initial decision when practicable.
7. Confidentiality & non-retaliation
Complaints are handled with appropriate confidentiality. Retaliation against good-faith complainants is prohibited for process-aligned partners.
8. Limitations
NPECC does not adjudicate employment disputes, medical malpractice claims, or license discipline. Those matters belong to employers, courts, or state boards of nursing.