Appeals and Complaints Policy

I. Appeals process

1. Appealing a certification application:
   1. A request must be submitted with supporting documentation (if applicable) in writing to the ABOR office within 10 days of the date of the application decision letter.
   2. Appeals will be reviewed by 2-3 additional members of the ABOR Board of Directors for a decision. If the panel can provide a decision, it is generally provided within 1-2 weeks of the appeal request.
      1. If the panel is unable to come to a decision, the appeal is referred to the full ABOR Board of Directors.
         1. If the appeal is forwarded to the Board for a full review this information is communicated to the applicant in writing (typically via email).
   3. If an appeal is referred to the ABOR Board of Directors an Appeal Review is held within 2 -3 weeks of the referral and the outcome will be provide to the applicant within 2 business days of the meeting.
   4. Outcomes are communicated in writing (typically via email).


2. Appealing an examination result (failure):
   1. Request a re-grade in writing, within 10 days of the release of the examination results and pay the re-grade fee ($50.00 for the generalist examination/$30.00 for each individual examination requested).
   2. Regrades are completed within 3-5 business days of request.
   3. Outcomes are communicated in writing, with the results letter being uploaded to their online profile. The applicant then receives an email informing them the regrade has been completed and the results are available. They must then log into their secure online profile to view the results.


3. Appealing any other ABOR decisions (provisional removal, examination scheduling, lapsed certification, etc.):
   1. Submit request with supporting documentation (if applicable) in writing to the ABOR office.
   2. ABOR Administrator will determine if the matter under appeal is clearly addressed by existing ABOR policy and whether to refer to the ABOR Board of Directors.
      1. If the matter is clearly addressed by existing ABOR policy, a written communication (typically email) is provided to the applicant within 7-10 days.
         1. The applicant can request a review by the Board if they feel an explanation of the circumstances will provide a different outcome.
   3. A panel of 2-3 Board members will review the information provided by the ABOR Administrator. If the panel can provide a decision, it is generally provided within 1-2 weeks of the appeal request.
      1. If the panel is unable to come to a decision, the appeal is referred to the full ABOR Board of Directors.
         1. If the appeal is forwarded to the Board for a full review this information is communicated to the applicant in writing (typically via email).
   4. If an appeal is referred to the ABOR Board of Directors an Appeal Review is held within 2 -3 weeks of the referral and the outcome will be provide to the applicant within 2 business days of the meeting.
   5. Outcome is communicated in writing (typically via email).

II. Complaints Process

1. Complaint against ABOR staff or leadership
   1. Submit complaint with supporting documentation (if applicable) in writing to the ABOR office.
      1. Complaint submission will be acknowledged by the staff Team Lead in writing to the complainant and advised the complaint will be researched.
   2. Complaints will be reviewed by ABOR staff Team Lead and referred to ABOR Administrator.
   3. Where appropriate the complaint will be referred to the ABOR Board of Directors for review.
   4. The ABOR Board of Directors meets annually. However, in extreme cases an emergency Board meeting is called.
2. Complaint against ABOR certified individuals
   1. Submit complaint with supporting documentation (if applicable) in writing to the ABOR office.
      1. Complaint submission will be acknowledged by the staff Team Lead in writing to the complainant and advised the complaint will be investigated.
   2. ABOR staff will research the subject for additional or corroborating evidence.
   3. In cases where the complaint can be substantiated in whole or part, the matter will be referred to the ABOR Board of Directors for review.
   4. The ABOR Board of Directors meets annually. However, in cases of misconduct an emergency Board meeting is called.