Please be advised that policies may be changed or adjusted during the course of your certification process.
Principle Programs – Labour and Birth , Postpartum Doula and Childbirth Educator
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 certification candidates must be at least 16 years of age. No person under 16 years of age may attend Doula Canada training workshops. Upon completion of the program the person MUST be a minimum of 18 years of age.
To move forward with receiving a Certificate of Completion you must complete all course requirements for your registered program/s, as set by Doula Canada in the month of your official start date with Doula Canada.
CANCELLATION POLICY
Doula Canada practices a strict cancellation policy.
Please read our cancellation policy in full prior to registering (effective April 1, 2016).
*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.
ALL deposits, plus the associated sales taxes are non-refundable.
NOTE: If course materials have been electronically sent or posted by mail at any time Doula Canada reserve the right to retain ALL monies paid as deposit and/or paid in full. Students must provide a cancellation request in writing within 30 days of receiving electronic or paper copies of any course materials; at which time it is the discretion of Doula Canada to allow the registrants to transfer to another program or to allow for another person to take their space (as per policy instituted in April 2016).
If a student has requested an instalment plan to complete their registration:
All instalments made up to the date of their request (in writing) to cancel are non-refundable, including their deposit. Registrants who no longer wish to move forward with their chosen program after making instalments can request that their registration be placed on hold for up to one (1) year, or transferred to another person (within 3 months of notifying Doula Canada of their intentions to not continue). Failure to not meet the terms and conditions of the agreed and outlined instalment plan expectations will result in third-party collections.
Regarding in-class training registrants:
Those who register with an in-class recognize that they are accessing their online materials at the time of registration and the standard/ strict refund policy outlined above applies. 5 days, minus $150 fee, to request a full refund. 30 days to request a credit that can be used within 1 years time.
If course materials are electronically accessed or are shipped prior to the in-class training the payment IN FULL is non-refundable but transferable to another person within 30 days from the written request to transfer (transfer request must be made in writing).
If a person is unable to attend a class they will not receive a refund, but can request that it be applied to a future class (one time only) or transferred to another registrant. This request must be made in writing within 30 days of informing Doula Canada of their cancellation.
If a registrant fails to attend the scheduled class they have registered for, NO refund will be offered and a $150 fee to attend a future workshop will be charged. If a registrant fails to show due to extreme circumstances (such as that of illness, family death, accidents, etc.), reimbursement will be at the sole discretion of the director of Doula Training Canada.
If a class does not run to do events caused by Doula Canada the registrant will be transferred to the next available/ rescheduled session but will be able to begin their certification requirements online and through their mailed course pack.
Regarding self study registrants:
Strict cancellation policy (5 days refund/ 30 days credit) applies. If course materials are accessed at any time no refund is available, but a person can request a credit within 30 days from registration.
NOTE: If course materials have been emailed or mailed at any time Doula Canada reserve the right to retain ALL monies paid as deposit or paid in full. It is the discretion of Doula Canada whether a transfer to another program or another person will be granted.
Deposits for Self Study students are non-refundable at any time.
Full certification fees for Self Study students are non-refundable once paid in full and course materials have been sent (electronically or in paper form). Students may request that their Self Study certification be transferred to another person within 3 months of payment in full/ course materials being sent. It is up to the registrant to work out the details of payment with the person they wish to transfer the course to. Doula Canada may ask for proof of payment before transferring course obligations to the new registrant. Notice of transfer must be made in writing to Doula Canada.
Please be advised that all sales are final and policies may be changed or adjusted during the course of your certification process. By enrolling with Doula Canada , you agree to abide by these changes and policies.
A $150.00 service fee is required for changing courses.
* All fees listed are in CAD.
IF COURSE MATERIALS (modules, reference guides, other learning materials) are accessed at any time but a registrant the full course fee applies and no refunds are granted.
Requirements
Please be advised that all sales are final and policies may be changed or adjusted during the course of your process. By enrolling with Doula Canada, you agree to abide by these changes and policies.
A $150.00 service fee is required for changing courses.
Each person who is seeking certification through the Doula Canada self-study program must use their own training materials. No sharing tests or program materials.
Be advised that all reports, essays, summaries, etc. must be typed and double spaced when submitted to Doula Canada
When submitting your assignment materials, please do not send originals.
Please do not send your certification materials to Doula Canada in a way that requires us to sign for them.
Please allow approximately eight weeks for Doula Canada to process your certification materials and review your final exam/s once we receive them.
All certification requirements must be submitted together when turning in certification materials to Doula Canada. If incomplete materials are submitted, your certification will not be processed
Exam Terms
DO NOT share or discuss the exam contents or your answers with anyone.
All writeup must be in your own words. Do not copy/paste from websites or other materials.
Sharing the exam contents or plagiarism WILL disqualify you from certification.
Certificate of Completion
Please be advised that all registrations are final.
Students who do not complete the Doula Canada certification program by the time specified will not earn certification. Those who do not wish to continue with Doula Training Canada at any point in time are not issued a refund for any monies paid to date. Opinions about quality, professionalism, or process do not qualify a person for a refund. Please review the cancellation policy.
Those who do not complete a program or choose not to complete a program do not have the permission to use or express information about Doula Canada, its materials, staff, or processes at any time. This includes false allegations or opinions on social media, across professional channels, or on their personal online platforms or paper materials. False allegations, possible harassment, possible discrimination, possible slander, possible libel, or possible internet bullying will be reviewed by a third-party legal counsel chosen by DTC, and in consideration of tort and business definitions or parameters
While a majority of students obtain certification, Doula Canada cannot guarantee certification will be obtained by entering our program. In the event a candidate fails to pass certification requirements, the candidate will be contacted by Doula Canada with further instructions. This may involve additional fees.
We reserve the right to withhold certification to those candidates that do not meet the requirements of Doula Canada. We also reserve the right to withhold certification based on all contact with candidates for certification, including, but not limited to phone calls, e-mails, and certification materials.
We reserve the right to remove a person from our program if they engage in unprofessional behaviour either towards Doula Training Canada, its staff, its members, colleagues, stakeholders, clients, or any other related relationship that may negatively impact Doula Training Canada. If a person is removed they forfeit their fees and the status of membership with Doula Training Canada. Any behaviours or actions outlined within our Harassement and Discrimination policy or the Terms & Conditions set forth here are grounds for removal from our platform and programs.
An understanding of Doula Canada standards of professionalism, our scope of practice, and code of conduct must be demonstrated by candidates at all times and in all communications. Failure to demonstrate an understanding of the aforementioned may result in removal from access to all learning materials and communities.
Postpartum doulas must have proof of current infant and child CPR certification. If you have less than 120 days remaining on your CPR certification, you must renew it prior to being issued a Doula Canada certification/recertification. You must stay current at all times on your CPR certification. It is your responsibility to keep a current CPR card on file with Doula Canada. If your CPR certification is expired, your Doula Canada certification is invalid.
All Doula Canada members are required to demonstrate professionalism, integrity, and respect in all communications on the Doula Canada Facebook page and also in all communications regarding the Doula Canada organization. Failure to comply with these terms may result in a suspension or revocation of certification with Doula Canada, at the discretion of DTC.
* All fees listed are in CAD.
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.
Our aim:
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 sondra@doulatraining.ca;
- 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)
Confidentiality
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 shaunacy@doulatraining.ca. 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 info@doulatraining.ca. 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:
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 info@doulatraining.ca, 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.
Complaint Review:
- 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.
