*Please be advised that policies may be changed or adjusted during the course of a student certification process or an alumni recertification process.
Grievance Policy for those with complaints related to a customer/ member of DTC:
The grievance policy was created to ensure that Doula Canada professionals demonstrate professional behavior and ethics at all times, in accordance with our code of conduct, standards of practice, and grievance policy. It also is designed to protect our professional members, the families they serve, and the integrity of our profession.
All filed grievances will be processed by a grievance committee which will include but is not limited to the Doula Canada Director, 2 Doula Canada instructors, one outside advisory member not affiliated with Doula Canada, and one certified Doula Canada member.
Doula Canada Grievance Policy
- A GRIEVANCE shall be defined as an objection or complaint lodged against a Doula Canada trainer, member, or representative; arising from alleged inappropriate or unprofessional behaviour.
- A GRIEVANCE may be filed by any person, including but not limited to, a client, a client’s partner, a family, a nurse, a doctor, a care provider, a hospital employee, a hospital administrator, another doula, a doula trainer, a Doula Canada owner or employee.
- Prior to filing a GRIEVANCE, Doula Canada would like to assist in mediation. The Grievance Committee will make every attempt at conflict resolution. In the event the conflict is not able to be resolved, a GRIEVANCE may be filed. You will receive a response within 48 business hours.
- If mediation does not resolve the matter and the complainant wishes to move forward with a formal GRIEVANCE, the GRIEVANCE must be submitted in writing to the Doula Canada Grievance Committee within one year of the event or behaviour.
- All parties involved in the grievance procedure, including the complainant, subject, members of the Grievance Committee and all Doula Canada officers agree to keep confidential all grievances, discussions, correspondence, decisions, negotiations, conclusions and sanctions arising from the filed grievance.
- Deliberations of the Grievance Committee shall remain confidential. The committee shall discuss and deliberate only the facts and circumstances surrounding the grievance in question. Prior Grievance Committee decisions regarding the subject involved may be considered by the committee in its recommendation of sanctions.
- The Grievance Committee will endeavour to render a fair and impartial decision. The Committee’s decision is final and it will decide any sanction or penalty.
- Sanctions or penalties rendered by the Committee may include but are not limited to, a warning; formal reprimand; additional training requirements; one-on-one mentorship; a probationary period; removal of credentials; removal of certification; removal of position within the organization (excluding the Director).
- All parties shall be notified of the decision of the Grievance Committee by certified mail. The Grievance Committee will endeavour to resolve the grievance within 60 days of receipt of the subject’s submission in response to the objection or complaint. The Grievance Committee’s decision is final.
- A GRIEVANCE that is not found to be in violation of Doula Canada’s Standards of Professionalism, may summarily be dismissed by the Committee with notification to all parties involved.
- As a requirement of certification, the Doula Canada student or alumni agrees to the above procedures and will have no right to sue for damages. The complainant agrees to the above procedures and will have not right to sue for damages (recognizing they entered a formal agreement with the student or alumni, not the organization).
- This grievance policy and procedure is essential to our organization. Doula Canada professionals must demonstrate professional behaviour and ethics at all times. These procedures provide a mechanism through which the public and community of Doulas may be protected for alleged misconduct by anyone affiliated with Doula Canada.
- The outcomes of the grievance process are not public, and Doula Canada reserves the right to keep the outcome of the grievance process confidential between Doula Canada and the professional only.
- All Doula Canada certified professionals must agree to this system of accountability prior to entering into the certification process and agree to abide by the decisions of the grievance committee, with no right to sue for damages.
- All grievances against Doula Canada certified professionals or students must be submitted in writing to Doula Canada and include:
- with a detailed account of the event(s) or behavior(s) in question,
- the name of the certified professional, the location and date(s) of the behavior(s) in question,
- written and notarized statements from any witnesses, and any other pertinent evidence.
Doula Canada reserves the right to request additional information/documentation to complete the grievance filed prior to notifying the certified professional. All requested information must be submitted within 30 days. Incomplete grievances or grievances that fall outside the parameters of the grievance policy may be dismissed.
- The grievance must be filed within one year of the occurrence.
- Grievances are to be typed and signed by all parties filing the grievance,
- Doula Canada expects the person(s) filing the grievance to refrain from having any further contact with the professional named in the grievance, except when required by law.
- When the grievance committee receives a complete grievance against a Doula Canada certified professional, the professional will be notified in writing within 30 days.
- The notification to the professional will include a copy of the grievance filed. The professional then has 30 days to answer the grievance with their own account of the event(s) or behavior(s) in question. Written and notarized statements from witnesses and other pertinent evidence must all be included in the response from the Doula Canada professional. Doula Canada reserves the right to request more information to complete the response prior to rendering a decision. The professional must submit all requested information within 30 days.
- The professional involved with a grievance must not in any way contact the party filing the grievance, except when required by law.
- The committee will then take all evidence and accounts from both parties involved and make every effort to render a fair and impartial judgment to the best of their ability. Doula Canada reserves the right to delay the decision until the legal action has concluded, and to consider the outcome in the grievance proceedings.
- The judgment of the committee is final. The committee has the right to decide any and all consequences of the grievance.
- Possible results of the grievance process may include but is not limited to the removal of credentials and certification, warnings, remedial education of the professional, or dismissal of the grievance
Complaint Process & Procedure Related to DTC:
Customer Complaint Procedure
Doula Training Canada Inc. is a legally registered incorporation (legal business). As such, any person wishing to file a complaint acknowledges that they do so as a company customer who agreed to the purchase of future performance learning materials. Doula Canada does not guarantee completion of the materials, which is at the sole discretion and responsibility of the customer.
Doula Training Canada (DTC) is committed to providing quality materials and services for its customers. One of the ways in which we can continue to improve our service is by listening and responding to the views of our customers and stakeholders.
We aim to ensure that:
- Making a complaint is as easy a process as possible;
- Treat a complaint as a clear expression of dissatisfaction with our organization and learning which calls for an immediate response;
- Resolve complaints in an efficient, effective, and professional manner
- Learn from complaints, use them to improve our service, and review our complaints policy and procedures annually
Scope of this Policy
- When a customer has a complaint regarding the conduct or performance of an employee of DTC, that complaint may be submitted for consideration pursuant to this policy;
- Complaint with regards to how services have been delivered;
- This policy does not apply to complaints addressing violations of policies which themselves contain or provide a complaint or appeal procedure including, but not limited to, grade appeals and complaints of discrimination or harassment;
- This policy does not apply to issues related to opinions about purchased learning materials. Issues relating to course content should be taken directly to the Education Coordinator at firstname.lastname@example.org;
- All requests for refunds must be submitted through this process and are fully subject to our Cancellation Policy, outlined here.
Who can make a complaint?
- Any person who purchases materials or services from DTC;
- Any stakeholder or agencies whom work directly with DTC;
- If necessary, a person can ask a representative to make the complaint on their behalf (no anonymous complaints are accepted, and all name/s must be provided)
All complaint information will be handled sensitively, telling only those who need to know and follow any relevant data protection requirements.
All parties involved in the complaint procedure, including the complainant, subject, members of the review committee, and all Doula Canada officers agree to keep confidential all filed materials, discussions, correspondence, decisions, negotiations, conclusions, and sanctions arising from the filed grievance. By filing a complaint you agree.
Filing Anonymous Feedback or a Complaint:
Concerns or complaints about purchased learning materials, training experiences, or interactions with Doula Canada can be submitted anonymously via this form HERE:
Your feedback may be used to improve our instruction, course offerings, and learning materials. Confidential information will not be shared publicly at any time. Information shared by Doula Canada in the circumstance of customer complaints may not be shared without express written permission.
Grievance Against a Customer/ Enrolled Member of Doula Canada:
The general grievance policy for Doula Canada can be found above:
Submitted grievances will take into consideration all company policies. If you choose to file a grievance against a member of Doula Canada please follow the process outlined in the link above.
Filing a Complaint Against a Staff Member or Instructor:
If you are concerned about the actions of a Doula Canada staff member or instructor we encourage you to discuss these concerns with the person involved. When this isn’t feasible or issues remain unresolved, you may direct your concern in writing to the Director/Owner by emailing email@example.com. Supporting documentation must be included with your filed complaint.
When a grievance is filed against a Doula Canada staff member or instructor, the grievance will be processed by a grievance committee including, but not necessarily limited to, a Doula Canada Director, a Doula Canada instructor, an outside advisory member not affiliated with Doula Canada, and a certified Doula Canada member.
Complaints Concerning the Owner(s):
If your concern involves the Owner(s) of Doula Canada, you may send your written complaint and supporting documents (as outlined below) to firstname.lastname@example.org. Your materials will be forwarded to third-party legal counsel who will review your concern and provide feedback and legal advice to the Owner. Supporting documentation must be included with your filed complaint. Complaints that do not have supporting materials will not be reviewed but will be used as customer feedback. All actions will be reviewed and acted upon in accordance with set Terms & Conditions or Policies outlined by the company as a legally registered corporation.
Required Documents for Complaint Filings:
All complaints must be submitted in writing and must include:
– A detailed account, in your own writing, of the event(s) or behavior(s) in question
– The name(s) of the director, staff member, or instructor and the location and the specific date(s) of the behavior(s) or action(s) in question
– Documents that provided further context or details of the behaviour(s) or action(s)
Please note: personal opinions of behaviour(s) or action(s) without documentation will be used for feedback purposes but may not result in any direct action by Doula Canada.
Doula Canada reserves the right to request additional information/documentation. All requested information must be submitted within 30 days. Incomplete customer complaints or complaints that fall outside the parameters of the grievance policy or complaint procedure may be dismissed.
When a customer complaint has been filed, the Director, staff member, or instructor involved will be notified. The notification will include a copy of the filed complaint, including the name of the person who filed it. The Doula Canada member or staff will have 30 days to respond. The Director/owner will not respond in the event that a complaint is submitted towards any behaviour(s) or action(s) they were party to. As outlined above, legal counsel will review the documents and provide advice within the legal parameters of the Canadian Consumer Act.
Request for a Refunds Outside Set Cancellation Policy Terms:
Any requests for refunds outside the set Terms & Conditions must be submitted through this process and are subject to our Cancellation Policy, outlined here. At all times it is at the discretion of the corporation whether a refund is provided after a customer complaint is received.
Mediation between parties is available and all parties must be involved and participate in the agreed meeting. Meetings set up with Doula Canada staff member(s) do not equate to mediation. Mediation recordings and/or notes were taken by Doula Canada are the property of the company and will not be shared without expressed and written permission by the Director/owner.
In situations where an agreed mediation meeting is not possible, a customer may file a complaint through e-mail to email@example.com, which will then be forwarded to the appropriate persons. All complaints must be filed within three months of the event(s) or behaviour(s) and must have supporting documentation.
Complaint Review Timeline(s):
Those reviewing a customer complaint will endeavour to render a fair and impartial decision. All parties shall be notified of the decision. Those reviewing the complaint will endeavour to resolve the concern within 90 days. All decisions are final and will take into consideration the set policies of Doula Canada.
Possible Actions of a Complaint Procedure:
Sanctions or penalties suggested by the persons reviewing the complaint may include but are not limited to; a warning; no action; formal reprimand; additional training requirements; one-on-one mentorship; a probationary period, or removal of position within the organization. The Director/owner cannot be reviewed by the company.
Steps of the Complaints Procedure
STEP 1: INFORMAL RESOLUTION BY THE COMPLAINANT
- Any customer who is dissatisfied with any aspect of their experience is encouraged to raise the cause of that dissatisfaction with the staff member most directly concerned
- Customers are encouraged to attempt resolution of their complaint as soon as possible; informal resolution procedures shall be initiated within ten (10) working days of the incident which led to the complaint
- If a customer is unsure whom to approach, they are encouraged to seek guidance from the Student and Alumni Coordinator
- At the point of initial contact, a customer can expect that any complaint will be treated seriously
- In their discussion with the staff member (respondent), the customer/complainant shall outline the nature of the complaint including a brief description of what occurred, when and where it took place, and who was involved
- The respondent shall consider the customers/complainant’s concerns and outline their understanding of the situation. Both parties are encouraged and expected to respectfully clarify their perspectives
- Any staff member approached by a customer with a complaint against the staff member or some aspect of the Doula Canada for which the staff member has immediate responsibility will take reasonable and prompt action to try to resolve the concerns. Staff members not involved in the behaviour(s) or actions(s) under review are not to be approached for information
- Any staff member who, as a result of participating in an informal complaint resolution process, identifies an issue of broader application than the individual complaint, is required to draw the issue to the attention of the appropriate Administrator or the relevant responsible person.
STEP 2 : MAKING A COMPLAINT
A person wishing to make a complaint may do so in writing:
- The staff member they were dealing with at the time, unless you are making a complaint about this person then it should be made to the Education Coordinator
If the complaint is about:
- A product or service delivered by DTC, the complaint will normally be dealt with by the relevant staff member
- A staff member, the complaint will normally be dealt with by the relevant manager
- A senior staff member, the complaint will normally be dealt with by the Director/Owner
- A Director/Owner, the complaint will normally be dealt with by company legal counsel
- Where a staff member makes a complaint concerning another staff member, will be dealt with in accordance with the Grievance Policy and Procedures of DTC.
- A Complaint Review Committee comprised of the applicable staff persons will assess the review undertaken in Step 2 for the following purposes:
- Accuracy and completeness;
- Clarity of response and information provided
- Fairness, including the opportunity for all parties to share documents; and,
- Opportunities for further refinement of customer complaints management;
- Opportunities for improvements in service delivery including a review of existing practices and processes.
- The Complainant may request a meeting with the committee, and the committee may request a meeting with the Complainant
STEP 3: COMPLAINT RESOLUTION
- A written response will be provided to the Complainant outlining the assessment of the review undertaken
- The committee will maintain a separate record of their assessment of the review in Step 2 in accordance with the records retention policies and protocols.
- The Complaint filed is deemed to be closed once a formal answer has been provided to the complainant
STEP 4: MONITOR AND REVIEW
We monitor and review the effectiveness of our complaints handling process to ensure that this continuously improves and learnings from complaints handling are carried through into the company structure. This policy does not cover complaints from staff who should review the Grievance Policy. Overall responsibility for this policy and its implementation lies with the Director. Complaints are reviewed annually to identify any trends which may indicate a need to take further action.
Doula Training Canada offers services and support for persons choosing to access materials and learning materials related to doula/ birth/ postpartum/ support work. Persons who purchase registrations and materials from Doula Training Canada sign a Terms & Conditions upon registration that acknowledges they are aware that they are purchasing an education service/ product and have read & acknowledged the cancellation policy outlined below.
*Please note: Doula Canada follows a strict cancellation policy. At no time will registrations for DTC programs be refunded once any materials have been accessed. This policy is in line with our Cancellation Policy (2016) and secures the integrity of our time, experience, staffing costs, and costs to product and update learning materials. Our policy is in line with many other training businesses that practice a strict cancellation policy and the CCPA guidelines.
Persons who have registered and have not accessed course materials may request a refund within 5 from the original registration date. Any request made after the 5 day period, but within 30 days, will have a credit applied that can be used at a future date for any DTC program. The credit must be used within 1 year. $150 fee applies to any refunded amounts requested within the 5 days from original registration or within the 30 days for the request to transfer funds to credit. This is non-negotiable.
No refunds are offered for programs or services at any time for courses where materials were accessed or were completed in full.
It is at the discretion of Doula Training Canada Inc if refunds are offered outside the above terms.
Refunds are not offered based on claims of quality, communication, support, recognition, or reputation. Persons who purchase from Doula Training Canada Inc are purchasing access to and use of training materials.
Persons seeking a refund can email firstname.lastname@example.org for a list of options, which include:
- Placing their program on hold for up to one year
- Transferring another person into their place
- Withdrawing from the program, without refund
- Continuing along in their program.
At this time we cannot guarantee that in-person workshops will take place due to COVID19. Our team is closely monitoring the provincial/ territorial regulations at this time but are also subject to venue regulations or expectations. Should an in-person be postponed we will do our best to reschedule it at a safe time for all. Our strict cancellation policy will still apply and members should continue working on their online core curriculum and can choose to either wait for an in-person workshop in their area or take part in one of our many live/ virtual trainings.
In order to receive a certificate of completion for your training, you must attend and participate in the entire training. No partial credit will be given.
Doula Canada training candidates must be at least 18 years of age. No person under 18 years of age may attend Doula Canada training workshops.
To move forward with using the terminology “Certified Doula” you must complete all training requirements for your registered program/s, as set by Doula Canada in the month of your official start date.
*These policies and procedures have been created under the direction and advice of third-party legal counsel. It is in alignment with all sections outlined in the Canadian Consumer Protection Act (CCPA), and in accordance with the rights of a registered corporation and its staff, owners, Directors, and structure.*