Complaints Process
Last updated: 2 September, 2025
1. CT Cubed Commitment
1.1 CT Cubed is committed to maintaining a robust and transparent complaints process, allowing participants and stakeholders to express concerns or grievances related to any aspect of the program, including course content, instructor quality, administration, or the overall certificate program experience.
1.2 We take all complaints seriously, ensuring they are documented and resolved fairly and promptly. Complaints will be reviewed and answered within ten (calendar) days after received.
2. Complaint Submission
2.1. Participants may submit complaints in two ways:
2.1.1. Email Submission: Participants can email their written complaints to [email protected].
2.1.2. This method ensures that all complaints are formally recorded.
2.2. The process for handling email complaints is as follows:
2.2.1. Acknowledgment: Receipt of the complaint is promptly acknowledged.
2.2.2. Review/Investigation: An independent party conducts a thorough review or investigation.
2.2.3. Resolution/Decision: A decision is made and a resolution is proposed.
2.2.4. Communication: The outcome is communicated back to the complainant.
3. Impartiality
3.1. To ensure impartiality, the individual addressing the complaint will not be directly involved in the subject matter of the complaint.
3.2. All complaints and their resolutions are logged, contributing to ongoing quality improvement and ensuring our commitment to excellence and fairness in all program aspects.
4. Appeals Process
4.1. In addition to handling complaints, our program includes an appeals process that allows participants to challenge certain decisions, such as the denial of a certificate or a ban on future participation. Participants must submit their appeal within thirty (30) calendar days of the incident. Appeals should be sent in writing to [email protected] and must include the participant’s name, mailing address, phone number, date of the incident, a detailed description of the incident, and any supporting documents.
4.2. The appeal is initially reviewed by the CT Cubed Board of Directors to determine its eligibility for consideration. It is important to note that only procedural or eligibility decisions, such as accusations of cheating or bans from program participation, can be appealed. Assessment failures and disputes over individual exam questions or scores are not eligible for appeal.
4.3. If an appeal is accepted for review, it is forwarded to the Candidate Appeals Committee, comprised of voluntary industry peers, for binding arbitration. Three members of this committee will be appointed to form an arbitration panel. This panel deliberates and makes a final decision within thirty (30) calendar days of panel formation. If a quorum is present at the hearing, the majority decision of the panel members will be binding.
4.4. All information pertaining to the appeal will be tracked and recorded, including resolution actions. This structured appeals process ensures that all participants have a fair opportunity to have their cases heard and reviewed thoroughly, reinforcing trust in the impartial and correct application of our program’s policies.
