Grievance Policy

Purpose and Scope

Statement of Purpose: This grievance policy seeks to ensure that any concerns or complaints are handled promptly, fairly, and with transparency. GetPractice’s goal is to create a positive learning environment by taking learners’ concerns and feedback seriously and working collaboratively to resolve grievances.

This policy covers the following grievances:

  • Grievances related to course content
  • Grievances related to course instructors
  • Grievances regarding the facilities (at this time, GetPractice does not offer in-person events)
  • Grievances related to technical difficulties
  • Grievances related to non-receipt of certificates
  • Grievances related to accessibility requests
  • Grievances related to customer service experiences
  • Refund requests

Refund Requests

Refunds for synchronous distance learning courses: GetPractice will fully refund learners who request a refund prior to the start of the course. GetPractice will fully refund requests from learners who were unable to attend a training due to unforeseen circumstances (e.g. sickness, family emergency, etc.) as well as participants who attended and were dissatisfied with the training. If a learner completes all course requirements and receives a certificate of completion, they are no longer eligible for a refund. 

Refunds for asynchronous courses: GetPractice will fully refund requests from learners who have not completed a course. If a learner has completed all requirements of a course and received their certificate of completion, they are no longer eligible for a refund. 

Communicating with GetPractice

Suggestions and Questions

If a learner has a question, suggestion, or feedback they would like to give to GetPractice, they can submit an email to [email protected]; they should include their full name and the best contact information for them (email, phone). When you submit feedback, you give us permission to use that feedback to improve our services.  See the “Feedback” section of our Terms of Use.

Formal Grievance

If a learner would like to share a formal grievance with GetPractice, please send it by email to [email protected] and include the word “grievance” in the subject line. In the email, learners should also include their full name and the best contact information to reach them (email, phone). Please provide a description of the concern with enough details so that we can investigate, including (as applicable) the date and time of the concern, the course, and the account name used to log in to the platform. 

Responding to a Learner’s Grievance

We take learners’ feedback and concerns very seriously and will acknowledge the receipt of a grievance within 5 business days. In this acknowledgement, GetPractice will communicate the expected time to investigate the concern, and confirm that we will contact the learner when the investigation is complete. 

The following actions will be taken when investigating grievances:

  • GetPractice’s Continuing Education (CE) Director and Social Work (SW) Consultant will review the information provided as well as any additional information available through the GetPractice platform. They will reach out to other relevant parties as needed for additional information or consultation. 
  • The CE Director and SW Consultant will reach out to the learner to ask clarifying questions or seek additional information, as needed. 
  • The CE Director and SW Consultant will discuss the relevant information and, together, draw conclusions from the investigation, including any needed action steps.
    • Examples of action steps include refunding a course, changing needed content in a course, etc.

Resolution

Outcome Communication: At the conclusion of the investigation, the learner will be informed of the investigation’s outcome in writing, via the email address they have provided. This communication will include any actions that GetPractice will be taking.

If the learner is dissatisfied with the resolution, they can respond to the Outcome Communication and outline their concerns, as well as provide any additional information that may clarify their concerns. This will trigger a second, and final, review by the CE Director and SW Consultant and will result in an additional Outcome Communication at the end of the investigation process. 

Confidentiality

Respecting learner privacy is important to us. Grievances reported by learners will be handled confidentially with a view toward sharing only as much as needed to complete a thorough and fair investigation, and when required for our CE Provider status or other administrative or legal requirements. When investigating grievances related to instructors or course materials, the grievance may be shared with the instructor so that the grievance may be addressed. 

GetPractice is required to keep a record of each grievance and its resolution and provide it to the ASWB ACE program when requested.