Advisera distinguishes between appeals and complaints:
- An appeal is a request to reconsider an Advisera certification decision. For example, a candidate may believe that a decision not to grant certification was incorrect.
- A complaint is an expression of dissatisfaction about Advisera’s activities, services, or a certified person, where a response is expected. For example, a candidate may complain that customer support did not respond within the expected timeframe.
How to submit an appeal
If you disagree with an Advisera certification decision, you can submit an appeal to the designated Advisera email address support@advisera.com
After receiving your appeal, Advisera will:
- confirm that the appeal was received;
- investigate the matter and collect the information needed to review the decision;
- ensure that the appeal is reviewed impartially;
- inform you of the outcome and, where appropriate, provide progress updates; and
- formally notify you when the appeals process is completed.
If the person normally responsible for deciding the appeal is involved in the matter being appealed, another person will make the decision. Appeals are handled impartially and in a way that does not discriminate against the person submitting the appeal.
How to submit a complaint
You can submit a complaint through Advisera Customer Support. Complaints may be submitted through channels such as email, chat, forms, surveys, website comments, or other communication channels.
After receiving your complaint, Advisera will:
- confirm that your complaint was received;
- assign it to the appropriate person for review;
- evaluate whether the complaint is justified;
- investigate the issue further where necessary and take appropriate action;
- if the complaint concerns a certified person, give that person an opportunity to provide relevant information or evidence where appropriate; and
- inform you of the final outcome and confirm when the complaint process is completed.
If necessary, Advisera may also provide progress updates while the complaint is being handled. Information related to complaints is treated as confidential.