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COMPLAINTS & APPEALS PROCEDURE

Norton Arts is committed to providing high-quality training and ensuring fair, respectful, and transparent processes for all learners and organizational clients. This Complaints & Appeals Procedure outlines how concerns may be raised and how decisions related to training, assessment, or administration may be reviewed.

We aim to resolve issues promptly, respectfully, and with the highest level of professionalism.

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1. PURPOSE OF THIS PROCEDURE

The purpose of this procedure is to:

  • Provide a clear and accessible process for raising concerns

  • Ensure learners and organizations are treated fairly

  • Support accountability and continuous improvement

  • Offer a structured pathway for reviewing decisions

This procedure applies to all Norton Arts programs, including A.S.P.I.R.E.™ Professional Development Training (PDT), self-paced modules, interactive activities, coaching sessions, and in-person or blended training.

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2. INFORMAL RESOLUTION (RECOMMENDED FIRST STEP)

Most concerns can be resolved quickly through informal communication.
Learners or organizations are encouraged to contact Norton Arts directly to discuss:

  • Content-related concerns

  • Access or technical issues

  • Misunderstandings or confusion

  • Dissatisfaction with aspects of training

  • Clarification of expectations or assessments

Informal resolution prevents unnecessary escalation and allows for collaborative problem solving.

To initiate informal resolution, contact:
robert@nortonarts.org

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3. FORMAL COMPLAINTS

If a concern cannot be resolved informally, a formal complaint may be submitted.

3.1 How to Submit a Complaint

Formal complaints must be submitted in writing and include:

  • Your full name

  • Contact information

  • Name of the program or course

  • A clear description of the concern

  • Any relevant evidence or screenshots

  • The resolution you are seeking

Complaints should be sent to:
robert@nortonarts.org

3.2 Acknowledgment and Response Timeline

Upon receiving a formal complaint:

  • An acknowledgment will be sent within 5 business days

  • A full response will be provided within 15 business days

  • Additional time may be required if the issue involves technical review, platform investigation, or third-party verification

3.3 Possible Outcomes

Possible resolutions may include:

  • Clarification or correction of information

  • Technical fixes or account adjustments

  • Modification of access periods

  • Reassessment of submitted work (where relevant)

  • Written explanation of policy decisions

  • Denial of complaint with reasons provided

All outcomes will be communicated in writing.

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4. APPEALS PROCESS

If you are dissatisfied with the outcome of a formal complaint, you may request an appeal.

4.1 Grounds for Appeal

Appeals may be submitted only on the following grounds:

  • A procedural error occurred

  • Relevant information was not considered

  • The decision was unreasonable based on the evidence

  • New information has emerged that may change the outcome

4.2 How to Submit an Appeal

Appeals must be submitted in writing within 10 business days of receiving the complaint outcome.

Include:

  • Your original complaint

  • The decision provided

  • Grounds for appeal

  • Any new supporting information

Send appeals to:
robert@nortonarts.org

4.3 Appeal Review and Decision

Appeals will be reviewed by Norton Arts (or by an external reviewer if necessary to ensure fairness).
A final written decision will be provided within 20 business days.

Appeal decisions are final.

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5. CONFIDENTIALITY AND FAIRNESS

All complaints and appeals are handled with:

  • Confidentiality

  • Respect

  • Impartiality

  • Professionalism

  • Trauma-aware consideration

Personal information will only be used for the purpose of managing the complaint or appeal.

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6. PROTECTION FROM RETALIATION

No learner or organizational representative will be penalized, disadvantaged, or treated unfairly for submitting a complaint or appeal in good faith.

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7. RECORD KEEPING

Norton Arts maintains records of all complaints and appeals for:

  • Quality assurance

  • Program improvement

  • Accreditation review

  • Legal compliance

Records are stored securely in accordance with the Training Privacy & Data Policy.

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8. CONTINUOUS IMPROVEMENT

Feedback and complaints are used to strengthen the training experience. Norton Arts regularly reviews outcomes to identify opportunities for:

  • Improving clarity

  • Enhancing accessibility

  • Refining content

  • Updating processes

  • Supporting learners more effectively
     

9. CONTACT INFORMATION

To submit a complaint or appeal, please contact:

Norton Arts
Email: robert@nortonarts.org

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