Individuals who wish to submit a complaint regarding APCA certification activities must use the process outlined below. Examples of certification activities include, but are not limited to:
- Application processes
- Examination development
- Maintenance of certification
- Stakeholder communications.
Note regarding appeals: Appeals of eligibility determinations, disruptive test center conditions, disruptions experienced while using online proctoring, and/or being marked absent for an examination must be submitted through the appeals process. Appeals received using the complaints process described below will be routed to the appeals process.
All complaints regarding certification activities must be made in writing and sent to APCA via email at complaint@inteleos.org.
All complaints should include evidence supporting the reason for the complaint and the nature of the request, including:
- The date(s) of the events or incidents;
- Stated Complaint;
- Relevant supporting materials; and
- The complainant’s phone number and email address.
We will acknowledge, in writing, your complaint within 14 business days of receipt. If a complaint is missing any necessary information, you will be informed and allowed an additional 30 days to supply the missing information. If the required information is not submitted within that time, the request will be closed. The review and validation of the complaint will occur in a constructive, impartial, and timely manner. You will be notified of the outcome within three (3) business days of the decision being made.
A record of the complaint, including any subsequent action(s) taken, and the decision made will be maintained by ARDMS. All information pertaining to the complaint will remain confidential.
