ERCA handles complaints and appeals fairly, confidentially and without prejudice to the person who raises them.
Definitions
Complaint — an expression of dissatisfaction with ERCA or a certificate holder, other than an appeal. Appeal — a request to reconsider a certification decision.
How to submit
Send your complaint or appeal in writing to office@erca-academy.com, stating the facts, dates and the outcome you seek.
How we handle it
- Acknowledgement — we confirm receipt.
- Review — the matter is examined by persons not involved in the decision being challenged, to preserve objectivity.
- Decision — you receive a reasoned, written outcome.
- Records — all complaints and appeals are recorded and used to improve the scheme.
Submitting a complaint or appeal never results in any discriminatory action against you. The persons deciding the outcome are independent of those who took the original decision — a rule adopted in the ERCA process.