Purpose

The purpose of this policy is to ensure all Complainants have ready access to a fair, and inexpensive complaints process.

Scope

The complaint policy applies to all cases of complaints, as defined, and is available to all complainants, including candidates utilizing services under EduClasses^® taking the Food Managers Certification (FMC) CFPM exam.

The complaints process follows three steps, depending on the nature of the complaint. The steps are listed below:

1. An informal process between the persons involved.
2. An informal process between the complainant and Program Director.
3. An internal formal process for matters that have not been able to be resolved informally.

Definitions

For the purposes of this policy, the following definitions have been provided:

• Complaint, n—request for corrective action relating to the activities of the complainant as it directly relates to FMC.
  • Examples: Certificate information error, computer issues, over charged, etc.
• Complainant, n—the person lodging the complaint.
  • Examples: Candidates utilizing services under EduClasses^® taking the Food Managers Certification (FMC) CFPM exam, as well as other program users (such as restaurants, health departments/agencies and the general public).

Policy

1. EduClasses^® will encourage all complaints to be resolved informally in the first instance. If the complainant involved would like assistance to resolve a matter informally, they are encouraged to submit a support ticket through the website, contact FMC via email, or speak with a customer service supervisor directly.
2. If the complaint cannot be resolved informally in the first instance, the complainant is encouraged to speak with a customer service supervisor.
3. Formal complaints must be emailed to info@foodmanagerscertification.com. The Formal complaint will then be forwarded to the person holding authority over the FMC program. Formal complaints must be submitted in writing and contain the reason for the complaint, steps of escalation, projected outcome, and means of restitution.
4. The process for resolving the formal written complaint will commence within ten working days.
5. Resolving the matter will be considered a priority by EduClasses® and every reasonable resource will be made to resolve the formal complaint as soon as possible.
6. All complaints will be approached with a fair and transparent manner with the complainant being provided information about their formal complaint with corresponding resolution as deemed necessary.
7. The internal formal process will be at no cost to the complainant.
8. EduClasses^® will ensure the matter will be handled in strict confidentiality.
9. A written statement of outcome will be mailed and/or emailed to the complainant including reasons for decision.
10. The complainant’s current state will be upheld during the formal process of complaint.

Investigation
All complaints are required to include investigation into the issue being brought forth. The investigation process includes interviews with the complainants in an effort to discover facts pertaining to the complaint.

Investigation may also involve reviewing data collected from the accounts of the persons involved such as the examinee payment, examinee scheduling, exam score, location of assessment, and persons involved at the testing location.

The investigation process shall be conducted by the Company CEO, Program Director or other entities as needed to resolve the issue.

Final outcome of the investigation is determined by the Company CEO.

Should the complainant be dissatisfied with the determination of the outcome, he or she may file an appeal by following the formal appeals process as outlined in the Appeals Policy.

Communication
Communications with the person lodging the complaint will be ongoing until the conclusion of the complaint. Communication may be made via phone call, email, mail, remote desktop or other methods of communication.

Last Updated: 05/10/2023