Matters Involving Complaints against Training Providers
For purposes of this policy, a failure to provide services shall mean the failure to procure NCCCO exams or to provide NCCCO test administration services in situations where monies have been paid for services that include or purport to include the payment of NCCCO examination fees or other NCCCO fees. A failure to pay for services shall mean the failure, without good cause, to compensate an NCCCO accredited Practical Examiner or a Test Site Coordinator for services pertaining to the administration of NCCCO examinations.
In cases where the PIT, through investigation, finds that a Training Provider has apparently failed to provide services to an NCCCO candidate for certification or recertification, or failed to pay for services subject to this policy, the following procedures shall apply.
(1) A complaint asserting failure to provide services or pay for services must be made in writing and may not be submitted anonymously. The complaint must articulate either (a) a failure to provide services, as opposed to complaints concerning the adequacy or competency of services, or (b) a failure to pay for services actually provided to the Training Provider as requested.
(2) In response to a complaint, NCCCO will contact the Training Provider, who will be asked to respond within fourteen (14) calendar days. If a response is not received, a follow-up letter will be sent requesting a response within seven (7) calendar days.
(3) The complainant will be notified of the Training Provider’s response and will be asked to respond. If the business fails to respond, the complainant will be notified. If the Training Provider responds to a complaint but the complainant remains dissatisfied, NCCCO may request a further response from the Training Provider.
(4) During the foregoing process, NCCCO may request supporting documentation from the complainant or the Training Provider or both.
(5) Complaints shall be generally closed within approximately thirty (30) to forty-five (45) calendar days from the date they are received by NCCCO.
Once a complaint is closed, NCCCO will assign one of the following closing statuses:
- Resolved. The complaint was resolved satisfactorily.
- Unresolved. The Training Provider failed to respond to the dispute or did not resolve or offer to resolve the dispute in a satisfactory manner.
If a Training Provider fails to provide services or pay for services under this policy to two (2) or more complainants within a twelve (12) month period, and if those complaints remain in an unresolved status, then the Training Provider shall be placed on a list to be maintained on the NCCCO website, identifying the Training Provider as a company or firm that has failed to provide services to NCCCO certification candidates or to pay for services provided by an accredited Practical Examiner or a Test Site Coordinator.
Training providers shall remain on the foregoing list until the underlying complaints have been resolved satisfactorily or for such other minimum period of time as the PIT may establish as appropriate under the circumstances, but, in any event, for a minimum of six (6) months from the date they are placed on the list.
Click here for a list of Training Providers that have failed to provide services or to pay for services within the meaning of this policy.