Appeals vs Complaints

Most credentialing standards require processes to handle appeals and complaints. But distinguishing between appeals and complaints can be confusing.

An appeal is a written request for reconsideration of a determination made by a credentialing body (certifying body or certificate issuer). For example, a certification or certificate program applicant may appeal the denial of eligibility status. Notice here that a decision was made - eligibility was denied. That adverse decision is the basis of an appeal. Without a decision, there can be no appeal.

In contrast, a complaint is a request, other than an appeal, made to a credentialing body, for corrective action relating to the activities of that body or regarding those it credentials. For example, an individual may file a complaint that a certified person is acting in a manner that violates the profession's code of conduct. Notice here that no decision had been made, thus no request for consideration of a decision.

However, also keep in mind that complaints against a certified person are not the only type of complaint the standards address. It's also important to have a process to consider, resolve and track complaints about the credentialing body's activities. For example, a certification candidate may complain that they didn't get an eligibility letter in the published time-frame. Or a certificate program's learner may complain that the course was not accessible.