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Introduction

The IIC&M have published a Code of Standards and Ethics for Coaching, Mentoring, and Coach/Mentor Training.  These codes have been created and published to guide all Associates; Accredited and Professional Coaches and Members; Training Organisations; Organisations (of all description); Corporates; and Affiliate Organisations involved in the coaching and mentoring industries; in the way they should be conducting their business activities.

The Codes of Standards and Ethics can be found on the IIC&M’s website using the links above or in the relevant links section below and they clearly state the boundaries under which the coaching, mentoring, and coach or mentoring training relationships should function.  It is important to recognise that these Codes work closely with the Core Competencies.

This Complaints Procedure and Process is defined to allow:

  • a member of the public, or
  • a client of an IIC&M Professional/Accredited Coach or Mentor, or
  • or student of an IIC&M Professional/Accredited Coach or Mentor, or
  • an IIC&M Professional/Accredited Coach or Mentor, or
  • an Accredited Coaching/Mentoring Training Course/Workshop owner
  • to raise a grievance, through a formal complaints Procedure and Process against an:
    • IIC&M Professional/Accredited Coach or Mentor, or
    • Accredited Coaching/Mentoring Training Course/Workshop owner, or
    • the IIC&M.

The IIC&M’s Complaints Procedure and Process has been defined as the mechanism of protecting the name of coaching and/or mentoring and that of the IIC&M.  This Complaints Procedure and Process is defined to allow grievances to be registered in relation to coaching and/or mentoring and/or coach/mentor training.

Terminology

Terminology

The following IIC&M terminology is used throughout this Complaints Procedure and Process:

  • Grievance is a something believed to cause distress; or a wrong considered as grounds for a complaint; or resentment against an unjust or unfair act.  Therefore this term refers to the objection the person or organisation is raising with the IIC&M against IIC&M Professional/Accredited Coach or Mentor, or Accredited Coaching/Mentoring Training Course/Workshop.
  • Complaint is a formal registration of the grievance.
  • IIC&M Professional/Accredited Coach or Mentor – this term refers any coach or mentor who has been awarded their accreditation or professional status by the IIC&M.
  • Accredited Coaching/Mentoring Training Course/Workshop – this term refers to the courses and workshops that have been awarded an accreditation grading by the IIC&M.
  • Complainant – this term refers to the person or organisation that is raising the complaint
  • Respondent – the person or organisation that the complaint is in relation to
  • Intl – International

Responsibilities

Responsibilities

It is the independent responsibility of the members of the IIC&M – coaches, mentors, and the main contact of each course/workshop for the training organisations; the Complainant, and the Respondent to understand this Complaints Procedure and Process.  The IIC&M will, for any complaint received, ensure that the Complainant and the Respondent receives a copy of this Complaints Procedure and Process.

It is important for any client of a Professional/Accredited Coach or Mentor whose accreditation is current, or a student of Accredited Coaching/Mentoring Training Course/Workshop whose course/workshop accreditation is current, who feels unsatisfied with the service they have received knows about this Complaints Procedure and Process.

The IIC&M does not accept any responsibility for expenses related to or incurred by the Complainant, the Professional/Accredited Coach, the Professional/Accredited Mentor, the Organisation, or any supporting parties for any grievance or complaint registered and progressed through the IIC&M’s Complaints Procedure and Process.

All communication, unless otherwise stated, will be through the use of email.  Emails will deemed to be served within 12 hours after sending unless returned automatically as un-delivered.

All timeframes documented within this Complaints Procedure and Process will be adhered to.  Where no timeframes are documented, the step of the complaints Procedure and Process may take as long as deemed necessary to gain and process all relevant information.

Relevant Links
Types of Complaints

Types of Complaints

Although there maybe many reasons for requesting facilitation or raising a Complaint, the IIC&M will focus on the following three types of complaints:

Professional Misconduct

Professional Misconduct is defined when a member or member-organisation of IIC&M has contravened the ethical standards and codes set out on the IIC&M website.  Misconduct applies where a member or member-organisation is considered to have failed to follow the ethical code of the coaching or mentoring profession.

Serious Professional Misconduct applies where a member or member-organisation of IIC&M has behaved in such a way that it is deemed that termination of membership and/or suspension of membership is the only available route open to the IIC&M to protect the reputation and respect of the coaching or mentoring profession and/or the IIC&M.

Professional Malpractice

Should an IIC&M member or member-organisation’s professional behaviour, through incompetence and/or negligence, be deemed to be below the minimum standards of the coaching or mentoring profession it will be considered to represent Professional Malpractice.

Serious Professional Malpractice applies where a member or member-organisation of IIC&M has behaved in such a way that it is deemed that termination of membership and/or suspension of membership is the only available route open to the IIC&M to protect the reputation and respect of the coaching or mentoring profession and/or the IIC&M.

Coaching or Mentoring Profession Disrepute

An IIC&M member or member-organisation may be deemed as bringing the coaching or mentoring profession into disrepute where he/she behaves in a manner that could be deemed as undermining the public’s confidence in the coaching or mentoring profession.

Serious Professional Disrepute applies where a member or member-organisation of IIC&M has behaved in such a way that it is deemed that termination of membership and/or suspension of membership is the only available route open to the IIC&M to protect the reputation and respect of the coaching or mentoring profession and/or the IIC&M.

Registering your Grievance and/or Complaint

Registering your Grievance and/or Complaint

It is important that every grievance raised with the IIC&M is raised using this form.  The information on this form will be used throughout the process.

Additional information and documentation may be submitted directly once confirmation of the grievance has been received by the Complainant.  Throughout the process, additional information and/or documentation may be requested.

Every field is mandatory, unless otherwise stated.

Your Full Name:

CONTACT DETAILS:

Email address:

Country:

Address:

Telephone Number:

Skype id (optional):

TYPE OF REQUEST:
select one option

DETAILS OF THE COMPLAINT:

This complaint is registered on the date that this form has been submitted. The date will be displayed on the email received by the IIC&M and by the Complainant.

I am:
select one option only

My complaint is about:
select one option only

Name of the Coach, Mentor or Organisation:

Course, Workshop Name or Members Offer or Workshop Title if applicable (optional)

Coach, Mentor or Organisation Contact details:
Email:

Relationship to Coach, Mentor, or Organisation:
select one option only

Is your coaching or mentoring:

Have you paid for your coaching or mentoring?

Which IIC&M Standards and Ethics clause(s) was breached?
please enter one or more relevant clauses

Which IIC&M Core Competency was not adhered?
please enter one or more relevant core competencies

Outline nature of the Complaint:
please can you document your information in chronological order of contact with all relevant details, including the start date of the coaching, mentoring, training; the number of coaching or mentoring sessions; or how far you have progressed in your training. The more information you can provide, the simpler and easier it will be for the IIC&M to progress your complaint.

ADDITIONAL INFORMATION:

Have you approached the Coach, Mentor or Organisation? YesNo

If you entered 'yes' above, please enter the date you approached the Coach, Mentor or Organisation:

If you entered 'yes' above, what was the outcome of your approach?:

If you entered 'yes' above, please confirm if the outcome of this approach satisfactory? YesNo
Was the outcome agreed by both parties? YesNo

If you entered 'yes' above, what was the date you agreed the outcome?:

If you entered 'yes' above, and you reached an outcome which was agreed by both parties, what is the reason you are raising this complaint?
please remember that the more information you can provide now, the simpler and easier it will be for the IIC&M to proceed with your complaint.

Have you sought legal advice? YesNo

If you entered 'yes' above, please enter the date you sought legal advice:

If you entered 'yes' above, what was the outcome of the legal advice you sought?

If you entered 'yes' above, was the outcome of this legal advice satisfactory? YesNo
Was the outcome agreed by both parties? YesNo

If you entered 'yes' above, what was the date you agreed the outcome?:

If you entered 'yes' above and you reached an outcome which was agreed by both parties, what is the reason you are raising this complaint?
please remember that the more information you can provide now, the simpler and easier it will be for the IIC&M to proceed with your complaint.

Is this Complaint being pursued through Legal Channels?
if this complaint is being pursued through Legal Channels, you may register it; but the IIC&M cannot proceed until the Legal Proceedings are completed.
YesNo

If you entered 'yes' above, was the outcome of this complaint being pursued through Legal Channels satisfactory? YesNo

If you entered 'yes' above, was the outcome agreed by both parties? YesNo

If you entered 'yes' above, what was the date you agreed the outcome?:

If you entered 'yes' above and you reached an outcome which was agreed by both parties, what is the reason you are raising this complaint?
please remember that the more information you can provide now, the simpler and easier it will be for the IIC&M to proceed with your complaint.

Is this Complaint the subject of Court Proceedings?
if this complaint is the subject of Court Proceedings, you may register it; but the IIC&M cannot proceed until the Court Proceedings are completed.
YesNo

If you entered 'yes' above, was the outcome of the Court Proceedings satisfactory? YesNo

If you entered 'yes' above, was the outcome agreed by both parties? YesNo

If you entered 'yes' above, what was the date you agreed the outcome?

If you entered 'yes' above and you reached an outcome which was agreed by both parties, what is the reason you are raising this complaint?
please remember that the more information you can provide now, the simpler and easier it will be for the IIC&M to proceed with your complaint.

WHAT IS YOUR PREFERRED OUTCOME?
although the IIC&M cannot confirm that you will receive your preferred outcome, it is important that you let the IIC&M know how you would like to see your complaint resolved

SUBMISSION OF DETAILED INFORMATION
it is important that you submit full details of the complaint and all relevant correspondence.

Resolution through Facilitation & Discussion

Resolution through Facilitation & Discussion

The IIC&M encourages the resolution of grievances, relating to a coaches, mentors or a training organisation’s professional conduct, by using direct means.  Therefore, Complainants should first approach the Respondent about their grievance and if achievable, negotiate a satisfactory resolution.

Although the IIC&M can act as facilitator during this stage, if requested by either the Complainant and/or the Respondent, the IIC&M requests that the Complainant completes the Grievance and/or Complaints form (found above) and highlights on the form that they wish the IIC&M to act as a facilitator.  The requests for this facilitation will be sent to the Intl. Head of Standards and Ethics.

Process

Where the IIC&M’s Intl Head of Standards and Ethics receives a request for facilitation, the IIC&M will acknowledge the request for facilitation and provide both Complainant and the Respondent a copy of the facilitation request and this Complaints Procedure and Process.

The IIC&M does not accept any responsibility for expenses related to or incurred through any grievance.

If the matter is not resolved to the Complainant’s satisfaction, a formal complaint will be issued and presented to both parties, as described below.

Complaints Procedure and Process – Defining a Complaint

Defining a Complaint

  1. The complaint is considered to be a breach of a clause of the IIC&M’s Code of Standards and Ethics.
  2. The complaint can be issued by a those defined in the Introduction section of this procedure and process.
  3. The Respondent must be named in the complaint.
  4. The Respondent must be a current member of, or member-organisation of, or a training organisation (where the course/workshop to which the complaint relates is accredited by the IIC&M) at the time of the complaint being made.
  5. The matter is in relation to coaching and/or mentoring skills or the context or content of the accredited training course.
  6. The matter is not already in progress as a formal complaint.
  7. The matter is not already the subject of court proceedings.
  8. It is recommended that the Complainant has first approached the IIC&M member or organisation or training organisation and sought to resolve the issue through Facilitation.
  9. The complaint must be presented in detail in writing (using the Grievance and/or Complaints form (found above)) in detail and where applicable additional documentation submitted.
  10. The complaint must be signed electronically by the Complainant.
  11. The complaint must also include details of the initial approach made by the Complainant and the results of the initial approach.
  12. The alleged violation of the Code should normally have been reported no later than 6 months after the grievance.
  13. All complaints must match the above criteria to be heard or responded to by the IIC&M.

Complaints Procedure and Process – Complaints Process

Complaint Process

  1. On receipt of the complaint the IIC&M will confirm the membership status of the Respondent.
    • Where the Respondent is not a current member of the IIC&M, the IIC&M will notify the Complainant of this status.
    • Where the member or organisation or training organisation is a member of the IIC&M, the IIC&M will continue with the steps below.
  1. The complaint will initially be dealt with by the IIC&M’s Intl Head of Standard and Ethics, and the Country Head of Standards and Ethics (representative of the member’s home country).
  2. The IIC&M’s Intl Head of Standards and Ethics and the Country Head of Standards and Ethics (representative of the member’s home country), must openly declare any areas of conflict or of interest prior to the progress of this complaint.
    • Where there is a conflict of interest, the matter will be referred to the IIC&M Board of Directors who will appoint a member of the Board to participate in procedure and process of this complaint.
  3. The Respondent will be notified that a complaint has been received and the nature of the complaint.
  4. The IIC&M will acknowledge the receipt of the complaint and provide both Complainant and the Respondent:
    • a copy of the complaint and
    • this Complaints Procedure and Process.
  5. The IIC&M will collate all relevant information from all parties:
    • the Complainant,
    • the Respondent, and
    • any third parties documented in the information provided.

It is at this point that all paperwork (i.e. correspondence, etc.) pertaining to this complaint must be received by Intl Head of Standards and Ethics and the Country Head of Standards and Ethics not less than 30 calendar days after the Respondent has been notified of the complaint.

Where the additional information is required of parties not directly involved in this complaint, the IIC&M will maintain the confidentiality of the details of this complaint in as far as it is able to.

  1. The Intl Head of Standards and Ethics and the Country Head of Standards and Ethics will review the complaint and all documentation related to this complaint.
  2. Following on from the initial review, it is at this the point at which the complaint will be;
    • Resolved, or
    • Rejected, or
    • Deferred for additional information to be obtained, or
    • Accepted as a valid complaint.

Where the complaint is resolved, the IIC&M will notify both parties of the resolution to the complaint.

Where the complaint is rejected, the IIC&M will notify both parties of the reason for the rejection of the complaint.

Where the complaint is deferred for further information, the IIC&M will notify both parties.  It is at this point the IIC&M will request additional information.  Where the additional information is required of parties not directly involved in this complaint, the IIC&M will maintain the confidentiality of the details of this complaint in as far as it is able to.

Where the complaint is accepted as a valid complaint, it will be referred on to the Complaints Committee.  The Complainant and Respondent will be formally notified of this action.

  1. The Complaints Committee comprises of the Intl Head of Standards and Ethics, Country Head of Standards and Ethics, the Intl. Head of Coaching, Intl. Head of Mentoring, and a member of the IIC&M Board.
  2. Complaints Committee members must openly declare any areas of conflict or of interest prior to the progress of this complaint.
    • Where there is a conflict of interest, the matter will be referred to the IIC&M Board of Directors who will appoint a different member of the Board to participate in procedure and process of this complaint.
  3. The Respondent will be notified of the full details of the complaint made against him/her.
  4. All correspondence, documentation, and information pertaining to the complaint will be distributed to all members of the Complaints Committee.
  5. In advance of the hearing, the Intl Head of Standards and Ethics will decide whether any legal advice needs to be obtained from IIC&M’s legal advisers in advance of the hearing.
  6. Where the legal advice or the hearing incurs a cost it is understood and agreed by all parties that this cost will borne by the Complainant and/or the Respondent involved.
  7. Where possible, hearings will be arranged using the IIC&M’s Meeting and Conference platform.
    • Where the Complainant or the Respondent requests that the hearing is held in a face-2-face venue, the hearing will be held in the home country of the member, and all costs covered by the person requesting the face-2-face hearing.
    • The hearing will be chaired by the Intl Head of Standards and Ethics and attended by all members of the Complaints Committee, the Complainant and the Respondent.
  8. Any additional paperwork (i.e. witness statements, correspondence, etc.) must be received by Intl Head of Standards and Ethics and the Complaints Committee not less than 30 calendar days prior to the date of any hearing.
  9. The Intl Head of Standards Ethics will decide if new evidence can be accepted on the day of the hearing.
  10. The Complainant and Respondent may bring one support person to any hearing.
    • The support person is there to support the Complainant or the Respondent and will not participate in the activities of the hearing.
  11. Witnesses can be called to attend the hearing and the names of such witnesses must be submitted to the Intl Head of Standards and Ethics 30 calendar days prior to the date of any hearing.  All witnesses must be prepared to be questioned by any member of the Complaints Committee, the Complainant or the Respondent.
  12. If either the Respondent or the Complainant fails to attend the hearing, the Intl Head of Standards and Ethics has the right to:
    • continue with the case in the absence of one of the relevant parties, or
    • terminate and conclude the hearing, or
    • adjourn and reset the hearing for no later than 30 calendar days from the date of the original hearing.

Complaints Procedure and Process – Complaints Process Outcomes

Outcomes

After the hearing, the Complaints Committee will agree the outcome of the hearing.

All relevant parties will be notified in writing by the Intl. Head of Standards and Ethics, of the outcome of the hearing within 30 calendar days of the date of the hearing.

Outcomes will depend on the documentation submitted, the evidence presented, and responded to at the hearing, and the severity and frequency of the complaint; and on factors which include:

  • the Standards and Ethics clause(s) against which the complaint was raised
  • The weight of the evidence
  • The wishes of the Complainant
  • Whether there have been previous complaints received against the Respondent for the same, similar or other clause(s)

If there is insufficient evidence to uphold the complaint, the result of the complaint will be documented as completed reminding the Respondent of the expected Code of Conduct through the IIC&M’s Code of Standards and Ethics of a coach, mentor, or training organisation.

Outcomes of the complaint may include a single or combination of the following:

  • Rejected
  • Resolved through facilitation
  • Resolved through discussion
  • Resolved through information shared during the hearing
  • Upheld.

Where the complaint is upheld, the outcome of the complaint will depend upon the wishes of the Complainant and/or the determination by the Complaints Committee.

Any and all sanctions will be clearly stated and noted in the IIC&M International Journal.

Where sanctions have been applied against the Respondent, the Respondent can apply for sanctions to be lifted when the conditions have been met.  The Intl Head of Standards and Ethics will seek evidence of compliance prior to lifting sanctions.  The Respondent will be informed in writing of the lifting details and the records will be placed in the IIC&M International Journal.

Complaints Procedure and Process – Appeals to the IIC&M

Appeals

Appeals will only be considered if new evidence of a significant nature is presented and the Intl Head of Standards and Ethics considers the new evidence would have altered the decision or sanctions applied; had the evidence been available at the time of the hearing.

Appeals where the sanction is deemed unfairly harsh in relation to the event will also be considered by the Intl Head of Standards and Ethics.

Appeals must be made in writing within 30 calendar days of notification of the original decision.  The appeal is required to clearly outline the grounds on which the appeal is being made.  All appeals must be made in the first instance to the Intl Head of Standards and Ethics.

An Appeals Chairperson and Appeals Panel will be appointed by the Intl Head of Standards and Ethics and will be confirmed by the a member of the IIC&M’s Board of Directors.  The Appeals Panel must comprise of a minimum of three people who were not involved in any way whatsoever with the original hearing.

The appeals Procedure and Process is subject to the same rules applied to the original hearing.

The Chairperson of the Appeals Panel will inform the Intl Head of Standards and Ethics of its decision.  The Intl Head of Standards and Ethics will take the appropriate action.  The decision will be made in writing within 21 calendar days of the Appeals hearing and the Respondent and Complainant informed of the decision – if the appeal is upheld, turned down, or if there is insufficient evidence to continue.

Where the appeal incurs a cost it is understood and agreed by all parties that this cost will borne by the Complainant and/or Respondent, as determine as a result of the appeal.

Complaints Procedure and Process – Dispute raised with the European Commission Online Dispute Resolution website

Disputes

If you feel that we have not resolved your complaint to your satisfaction, please click this link to go to the European Commission Online Dispute Resolution website.

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Issue 5: March, 2016