Hexagon Training is committed to delivering high quality educational services that meet professional, ethical, and CE sponsor standards in Canada and the United States. This Policy provides a transparent, fair, impartial, and timely process for addressing concerns related to CE activities, including content, instructors, accessibility, attendance determinations, and CE Credit issuance.
This Policy is consistent with requirements of recognized CE sponsoring organizations and applicable regulatory expectations.
- 2.1 Submission Requirements
Complaints must be submitted in writing to
info@hexagontraining.ca within three (3) months of the incident giving rise to the complaint, unless exceptional circumstances justify an extension.
Complaints should include:
1. The name and contact information of the complainant
2. The title and date of the CE activity
3. A clear description of the concern
4. The desired resolution
Failure to provide complete information may delay review.
All complaints will be acknowledged in writing within fourteen (14) business days of receipt. The complaint will be assigned to a designated senior representative who was not directly involved in the matter under review.
The assigned reviewer may request additional clarification from the complainant, including the specific nature of the concern, the resolution sought, and any supporting documentation.
The reviewer will assess the complaint in light of CE sponsor standards, ethical guidelines, and Hexagon Training policies.
Hexagon Training will make reasonable efforts to resolve complaints collaboratively and in good faith. Where appropriate, remedies may include clarification, corrective action, content review, instructor feedback, or refund consideration in accordance with the Refund Policy.
If the complainant is not satisfied with the outcome, an appeal may be submitted within fourteen (14) business days of the decision. Appeals must include new or previously unavailable information that was not considered in the initial review. Appeals will be reviewed by the Board or a designated independent committee. The Board’s decision is final.
All complaints and their resolutions are documented and retained for a minimum of three (3) years. Complaint data are reviewed periodically to identify trends, inform program improvements, and ensure ongoing compliance with CE sponsor standards. Documentation may be made available to CE sponsoring organizations upon request as part of compliance review or audit processes.
Hexagon Training prohibits retaliation against any individual who submits a complaint in good faith. Submitting a complaint will not affect a participant’s access to CE activities, CE Credit eligibility, or professional standing with Hexagon Training.
This Complaints Policy applies solely to concerns regarding Hexagon Training CE activities. Nothing in this Policy limits a User's right to submit a complaint to their provincial, territorial, or state regulatory body or to the relevant CE sponsoring organization where applicable.
Hexagon Training reserves the right to change this Complaints Policy as deemed necessary or as required by law. Any changes will be posted on the Website and Users are deemed to have accepted the updated Policy upon continued use of the Website.
