- A complaint can be submitted, within two months of the completion of the course or of a relevant event that occurred after the course:

* by any individual(s) or organisation directly involved in the course: to the CD

* by the CD: to the NCD

* if the CD is the subject of the complaint: to the NCD (via the NRC if necessary).

- In the first instance, the CD (or NRC) makes a decision within two weeks of having received the complaint.

- If the solution is not considered acceptable, any of those involved may launch an appeal in writing within two months of the end of the course or of a relevant event that occurred after the course has been completed, to the National Resuscitation Council (if Self-Sufficient) or, in other cases, to the ICC chair for that course type.

- That NRC or ICC chair will make a decision on the appeal within two months of receiving it, in line with the rules as described in this document.

- If this decision is not considered to be in line with the rules as described in this document, any of those involved may elevate the situation, within one month of having received the decision, to the Joint ICC via the ERC office (cassation). The Joint ICC has six months to judge and has the power to revoke and request that the deciding authority provides an alternative solution that abides by the rules.

  • Removal of CO permissions and/or CD/Instructor qualifications:

- The removal of CO permissions and/or CD/Instructor qualifications can only be discussed:

* during the appeal procedure of a complaint related to a specific course (13.1.a.i)

* following a complaint related to a specific course by a CD involved in that course (13.1.a.ii)

* following a complaint by a NCD about a CD related to a specific course (13.1.a.iii)

* based on an independent quality control report.

- In the first instance, the Self Sufficient NRC of the country of residence of the defendant or in other case the ICC chair makes a decision within three months of having received the complaint.

- Any of the parties directly involved may give notice of appeal to the Joint ICC via the ERC Office. The appeal procedure is suspending the first judgement, except when the JICC Chair decides that the risk of recurrence is a too high risk for individuals, for the quality of the courses or for the organisation.
The JICC will reconsider the decision taken by the Self-Sufficient NRC or ICC Chair, may ask any party involved for their opinion and will take a final decision, preferably within a time frame of six months after the appeal has been received.

                - If this decision is not considered to be in line with the rules as described in this document, any of those involved may elevate the situation to the Board via the ERC office (cassation). The Board has the power to revoke and request that the               JICC provides an alternative solution that abides by the rules.

Overview complaints procedure:

 

Basis

1st

Appeal

Cassation

Course related

Complaint

CD

SS-NRC/JICC

JICC

Complaint by CD

NCD

Complaint about CD

Withdrawal related

Complaint or QC (not individual)

SS-NRC/JICC

JICC

Board