Complaint Process

Anyone — client, fellow CIAC, member of the public — can raise a concern about a CIAC's conduct. We investigate under a published, consistent process.

When to submit a complaint

• A CIAC has claimed the authority to "certify" a business as ADA-compliant.
• A CIAC misrepresented their credential status, specialty, or affiliation.
• A CIAC delivered work that is materially inconsistent with our curriculum and code of ethics (e.g., audit reports without code citations, inflated findings).
• A CIAC violated confidentiality or accepted undisclosed vendor kickbacks.
• A CIAC retaliated against a client for raising a concern.

What this process is not

• Not a substitute for legal remedies. If you believe you have been injured and want damages, consult an attorney. We cannot award money.
• Not a quality-review service for business compliance work. If you simply disagree with findings, discuss with the consultant first. We only review ethics violations, not debates over judgment calls within the standards.
• Not a shortcut around the contract you signed. Breach-of-contract disputes belong in mediation or court.

How to submit

1. Email ada@adaconsultant.com with subject line "Complaint — CIAC [slug or name]".
2. Include: your name and email, the consultant's name/slug, dates and nature of the engagement, a specific description of the conduct, and supporting documents (contract, report excerpts, correspondence).
3. You may request that your name be kept confidential from the respondent. We will honor this except where natural justice requires disclosure.

What happens next

1. Intake (within 7 days): We confirm receipt, review for jurisdiction (is this actually an ethics matter?), and request any missing information.
2. Notification (within 14 days): If the complaint is jurisdictional, the respondent is notified and given 21 days to respond in writing.
3. Investigation: The ethics committee reviews both sides' materials, may request additional documentation, and may interview witnesses.
4. Determination: The committee issues a written finding — no violation, informal resolution, censure, suspension, or revocation.
5. Appeal: Either party may appeal a decision to the board within 30 days.

Possible outcomes

• No finding of violation — complaint closed, no record on the respondent's profile.
• Informal resolution — respondent agrees to specific corrective action. Not published.
• Censure — formal letter of reprimand. Noted in the respondent's internal record for 2 years.
• Suspension — temporary removal from the directory, 30 days to 1 year. Published on the verification page.
• Revocation — credential permanently revoked. Published on the verification page. Re-application only possible after 3 years and re-examination.