Policy
The Canadian Small Business AI Association (CSBAA) is committed to fair, timely, and transparent resolution of all participant, member, and stakeholder concerns. This policy applies to complaints about program delivery, assessment decisions, certification outcomes, membership services, and organizational conduct.
Acknowledgement
5 business days
after submission
Initial response
15 business days
for resolution plan
Appeal decision
20 business days
from Board review
This policy applies to all CSBAA participants, members, and stakeholders who have a concern about: the quality or delivery of a CSBAA program; a certification or assessment outcome; a membership decision or service; the conduct of a CSBAA instructor, staff member, or representative; or CSBAA's organizational policies or practices.
Complaints must be submitted in writing to complaints@ciai.ca with the subject line 'Formal Complaint — [Your Name]'. Include a clear description of the concern, the date(s) involved, any supporting documentation, and the outcome you are seeking. Anonymous complaints may be considered but cannot be formally processed.
CSBAA will acknowledge receipt of all formal complaints within 5 business days. An initial written response with a proposed resolution or investigation plan will be provided within 15 business days. Complex matters may require up to 30 business days; the complainant will be informed of any extension.
The Executive Director or designate will investigate all formal complaints independently of the subject of the complaint. Where the complaint involves the Executive Director, the Board Chair will oversee the process. Investigations may include interviews, document review, and consultation with relevant committees.
If a complainant is not satisfied with the resolution, they may appeal in writing to the CSBAA Board of Directors within 15 business days of receiving the decision. Appeals must state the specific grounds for disagreement. The Board (or a designated subcommittee) will review the appeal and provide a final written decision within 20 business days. The Board's decision is final.
All complaints and associated information are treated as confidential. Information will be shared only with those directly involved in the investigation and resolution process.
CSBAA prohibits any form of reprisal against a person who files a complaint in good faith. Any reprisal constitutes grounds for a separate disciplinary process.
CSBAA maintains records of all formal complaints and their outcomes for a minimum of five years. Aggregated (de-identified) complaint data is reviewed annually by the Board as part of continuous quality improvement.
Submit a complaint
Send your written complaint to complaints@ciai.ca with the subject line “Formal Complaint — [Your Name]”. Include a description of the concern, relevant dates, and the outcome you are seeking.
