Feedback & Complaints

What This Policy Covers

This policy applies to concerns related to:

Course & Workshop Experience

Course content clarity, accuracy, or delivery
Instructor professionalism or conduct
Technical access issues (platform problems, missing materials, etc.)
Misrepresentation of course expectations or learning outcomes

Certification & Recertification

Certification eligibility decisions
Certificate issuance or documentation concerns
Recertification process questions or disputes
Claims of inconsistent or unfair treatment

Conduct & Communication

Harassment, discrimination, or inappropriate behavior
Bullying, intimidation, or unprofessional communication
Disruptive behavior in live sessions or online communities

Administrative Concerns

Billing or payment disputes
Customer service concerns
Delays in communication that impact participation

What This Policy Does Not Cover

This policy does not apply to:

General industry disagreements unrelated to NCTA services
Concerns outside the scope of our programs or staff
Requests that conflict with published policies (ex: refund policy)
Matters requiring immediate emergency services

If a concern involves threats of harm or illegal activity, NCTA may refer the matter to appropriate authorities.

Our Non-Retaliation Commitment

NCTA does not tolerate retaliation against anyone who raises a concern in good faith. Any retaliatory conduct by staff, instructors, or students may result in disciplinary action, including removal from programs.

How to Submit a Concern or Complaint

All complaints must be submitted in writing so they can be reviewed thoroughly.

Email:

[email protected]

Please Include:

To help us review your concern efficiently, please include:

Your full name
Email address and phone number
Course/workshop name and date(s)
A clear description of the concern
Names of individuals involved (if applicable)
Any supporting documentation (screenshots, emails, receipts, etc.)
The resolution you are requesting

Submission Timeline

Concerns should be submitted within 30 days of the incident or issue whenever possible. NCTA may review concerns submitted outside this timeframe at our discretion.

What Happens Next (Review Process)

We aim to make this process transparent and fair.

Step 1 — Confirmation of Receipt (Within 5 Business Days)

We will confirm that we received your complaint within 5 business days.

Step 2 — Internal Review (Typically 10–15 Business Days)

Your complaint will be reviewed by a designated administrator or reviewer. This may include:

reviewing written documentation
reviewing course materials or session notes (when available)
speaking with involved parties (if necessary)

Step 3 — Written Outcome (Within 20 Business Days)

We will provide a written response outlining:

what we found
what action will be taken (if any)
the final resolution or next steps

If additional time is needed due to complexity, we will notify you with an updated timeline.

Possible Outcomes

Depending on the issue, outcomes may include:

clarification of policy or program expectations
additional support or access to materials
correction of administrative records
re-issuance of a certificate (if warranted)
revocked certificate or certification (if warranted)
instructor coaching or disciplinary action
removal of a participant from a course environment for misconduct
refund review (only as allowed under our published refund policy)
no action, if the concern is not supported by evidence

Appeals

If you disagree with the outcome, you may submit an appeal.

Appeal Deadline:

Appeals must be submitted within 10 business days of the decision.

What to Include:

why you believe the decision should be reconsidered
any new supporting information not previously shared

A final written response will be provided within 15 business days of receiving the appeal.

Confidentiality

We handle all complaints with discretion. Information will only be shared when necessary to investigate and resolve the concern.