Submitting complaints & appeals for the ASM Certificate Program
Read the information below for instructions on how to submit a formal complaint about the Advanced Snow Management Program. Contact Brian@sima.org
with any questions regarding complaints or appeals.
Individuals with concerns regarding the assessments, personnel, or other elements of the certificate program are encouraged to discuss these with the individuals involved to try to resolve the matter informally. In some cases, however, informal resolution is not possible, and individuals may wish to file a formal complaint.
A complaint form shall be submitted in writing to SIMA's COO (Brian@sima.org) within ninety (90) days of the incident’s occurrence. Download a complaint form here or submit a complaint using the online form here. In the case of complaints related to a course or assessment administration, those must be submitted in writing within 2 weeks after the applicable course/assessment administration. The submission may be mailed, e-mailed or faxed. The submission shall include sufficient objective evidence to substantiate the claims and allow for a decision to be made and the appropriate action to be taken. Dissatisfaction based on hearsay shall not be considered as a complaint. Anonymous complaints shall not be considered.
The Chief Operating Officer shall serve as the first level of complaint consideration to determine its validity. He or she shall investigate the circumstances of any valid complaint and 1) determine and implement corrective action, 2) refer the complaint to a different suitable staff member to determine and implement correction action, or 3) escalate it to the appropriate Stakeholder Advisory Group for review. If addressed by staff, the Chief Operating Officer shall communicate the resolution to the complainant within a period of no longer than thirty (30) days.
If a complaint is found to warrant escalation, the appropriate Stakeholder Advisory Group Chair(s) is notified and the complaint shall be reviewed by the Stakeholder Advisory Group and a decision shall be communicated to the complainant within a period of no longer than sixty (60) days.
The determination of staff or a Stakeholder Advisory Group is appealable and the Appeals policy shall apply.
An appeal is a formal request for reconsideration of an adverse decision made by a SIMA Stakeholder Advisory Group or its representatives related to an individual’s achievement of a certificate.
An appeal must be made in writing to SIMA's COO (Brian@sima.org) within thirty (30) days of receiving the determination being appealed. The written appeal must include the stated appeal, the reason for the appeal (including relevant supporting materials), and appellant's contact information.
When an appeal is received, a three-person Appeals Panel will consider the appeal. The function of the Appeals Panel in a given case is to review the decision being appealed based on the record that was presented at the time of the determination. The appeal shall be considered within sixty (60) days. The Chief Operating Officer shall notify the appellant of appeal decisions within fourteen (14) days from the Appeals Panel determination. Appeals Panel decisions shall be final.