Complaints Process

Any number of situations may arise which may lead an ETA member or non-member to file a formal complaint with ETA. This may include a complaint regarding a perceived flaw in a question or exam process, or a complaint against an ETA certified individual, staff member, or volunteer in regards to the association and its business. This process offers any individual the opportunity to have their concerns heard in a fair, objective forum. However, individuals will not be entitled to receive a copy of either the certification examination and/or the answers to any questions on the examination.

Such individuals may present supporting documents in evidence of the basis for their complaint. Such evidence shall be reviewed and appropriate action taken. No disciplinary action will be taken against the individual simply because they have filed a complaint. All complaints will be treated as confidential.

Procedure

1. An individual must submit a complaint in writing either by:
   • form (located below).
   • email to eta@etai.org.
   • postal mail to the address at the bottom of the page.
   A complaint must include your name, address, email, phone, a detailed description of the issue, any supporting documents, and the outcome sought.
2. ETA will acknowledge receipt of the complaint and any provided documents within two (2) business days.
3. Following the receipt of the complainant's request, ETA will analyze the complaint and assign the proper staff member(s) to review it.
4. ETA will conduct an initial review up to five (5) business days. The staff member(s) will confirm that the submission is complete and falls within the scope of the policy. If information is missing, the complainant may be asked to provide additional details. If the complaint is outside the scope of the policy, the complainant will be redirected to the appropriate party.
5. Once the initial review is completed, the staff member(s) will conduct an investigation of up to fifteen (15) business days that includes examining documents and interviewing appropriate parties if necessary. Information will remain confidential unless required by law. If an immediate risk exists, temporary measures may be instituted pending the investigation's outcome.
6. After the investigation is finished, ETA will notify the complainant within five (5) business days outlining the findings and any corrective actions through the contact information provided during the inital complaint. Please note that filing a complaint does not guarantee an action will take place.
7. If the complaint is not resolved to the satisfaction of the complainant, a request may be made to have the assocation's president complete a second review. If the resolution is found to be inadequate by the president, additional actions may be taken to fully resolve the complaint to the satisfaction of the complainant. The complainant will be notified within five (5) business days of the president's final resolution.
8. Written materials and documents submitted in the Complaint Process as well as decisions of the Assocation will be securely stored and retained in the ETA office for three (3) years.