About CCO

Policy Statements

Program Integrity Complaint Procedures

1. Rationale for Complaint Procedures
1. Individuals certified through NCCCO Services LLC dba CCO Certification (CCO) are expected to conduct themselves in an ethical manner. In recognizing its responsibility to maintain the integrity of the certification program, CCO accepts that action may be needed against a candidate or certificant upon receipt and investigation of allegations of violation(s) of the Code of Ethics, Substance Abuse Policy, Program Participant Agreement, or other polices and procedures that are found to be substantiated.
2. Similarly, other program participants assisting CCO in administering certification examinations, such as testing personnel and test sites, are expected to conduct themselves in a professional manner. In recognizing their responsibility in facilitating CCO certification examinations, CCO accepts that action may need to be taken against a program participant upon receipt and investigation of allegations of violation(s) of CCO policies and procedures that are found to be substantiated.
3. This procedure describes the steps to be taken to submit a program integrity complaint to CCO. By publishing this procedure, the CCO does not expect, invite, solicit or encourage complaints. The use of these procedures is for the purposes of protecting the reputation of the profession and the integrity of the program, and assuring a fair investigation of complaints.
2. Complaint
   1. Complaints should be submitted as early as possible. In certain cases, untimely complaints may be closed with no action, at the discretion of the Program Integrity Team (PIT).
   2. Complaints and supporting evidence must show a violation of a CCO policy or procedure.
   3. At a minimum, the complaint must specify the name of the respondent, the alleged inappropriate behavior, and, if available, any corroborating evidence.
   4. In general, complainants should provide their name, phone number, and email address with the complaint.
   5. Complainants can submit their complaints to CCO through the following means:
      
                  US Mail:
                  CCO
                  ATTN: Program Integrity Team
                  5250 S. Commerce Drive, Suite 100
                  Murray, UT 84107

                  Email: programintegrity@nccco.org

                  Telephone: 833-30-NCCCO

3. Communications
   1. Complainants will receive a complaint acknowledgement from PIT, unless the complainant did not provide their identity or contact information.
   2. If further information is required before an investigation can be opened, or is needed to assist in the investigation, PIT will reach out to the complainant to request additional information.
   3. Where appropriate, complainants will receive a matter conclusion letter from PIT upon the completion of an investigation and evaluation.
4. Confidentiality
1. Circumstances permitting, the foregoing complaint procedures shall be subject to appropriate considerations of confidentiality, particularly relating to the complainant and the subject(s) of any complaint.

For more information regarding PIT policies and procedures, please review the Standard Procedures for Program Integrity Matters.