Biopensare Academy – Grievance Policy

This policy applies to all learners and participants in Biopensare Academy educational activities.

Grievances may include concerns related to:

• Refund requests or billing issues.
• Course content, materials, or learning objectives.
• Instructors, presenters, or educational personnel.
• Learning platform or technology issues.
• Accessibility or accommodation concerns.
• Facilities used for in-person or live educational activities, when applicable.
• Non-receipt of certificates, credentials, or continuing education documentation.
• Course administration or participation requirements.
• Professional or ethical concerns related to an educational activity.
• Any other concern related to a learner's educational experience with Biopensare Academy.

Grievances are reviewed by the following individuals:

Continuing Education Director: Jose E. Carranza, LCSW

Social Work Consultant: Licensed Clinical Social Worker – Supervisor (LCSW-S). Name and credentials available upon request.

Appeal Review: An independent qualified professional, Auxiliary Social Work Consultant, designated licensed social worker, or Advisory Committee member who was not responsible for the original grievance determination.

For grievances submitted by social workers, the Social Work Consultant will participate in the review and resolution process to support objectivity and compliance with applicable continuing education standards.

Appropriate additional personnel may participate when necessary depending on the nature of the grievance.

Grievances should be submitted in writing to support@biopensareacademy.com.

Refund- or billing-related concerns may also be submitted to billing@biopensareacademy.com.

Please include, whenever applicable:

• Your full name.
• The email address associated with your account.
• The course, certification, program, or educational activity involved.
• The date or approximate date of the event or issue.
• A clear description of your concern.
• Any relevant supporting information or documentation.
• The resolution you are requesting.

Learners are encouraged to submit grievances within sixty (60) calendar days of the event or issue whenever reasonably possible. Grievances submitted after this period may still be reviewed when circumstances warrant.

Complaints or inquiries received from licensing boards, regulatory authorities, continuing education approval organizations, or other authorized oversight entities will be reviewed and addressed in accordance with applicable requirements.

Step 1 – Acknowledgment

Biopensare Academy will acknowledge receipt of a written grievance within three (3) business days.

Step 2 – Review

The Continuing Education Director will review the grievance and may request additional information or documentation from the learner or other relevant individuals.

For grievances submitted by social workers, the Social Work Consultant will participate in the review and resolution process.

Other qualified personnel may be consulted when appropriate based on the nature of the concern.

Step 3 – Written Response

Biopensare Academy will provide a written response explaining the determination, any corrective action when applicable, and the rationale for the decision.

The written response will normally be provided within thirty (30) calendar days after receipt of the grievance. If additional time is reasonably necessary because of the complexity of the matter, the learner will be notified.

Step 4 – Appeal

If the learner is not satisfied with the initial resolution, a written appeal may be submitted within fifteen (15) calendar days after receiving the written determination.

The appeal should explain the reason for requesting reconsideration and include any additional relevant information.

Appeals will be reviewed by an individual or advisory body that did not make the original grievance determination.

A final written decision will normally be issued within fifteen (15) calendar days after receipt of the appeal.

Refund and Billing Concerns

Refund requests are reviewed according to the Refund and Cancellation Policy contained in Biopensare Academy's Terms and Conditions.

Requests falling outside the standard refund policy may be considered individually when extenuating circumstances exist or when otherwise required by applicable law.

Course Content, Materials, or Learning Objectives

Concerns related to educational content may be reviewed by the Continuing Education Director, appropriate instructors, subject-matter experts, and, where applicable, the Social Work Consultant.

Corrective actions may include:

• Review or revision of educational content.
• Correction of inaccurate information.
• Clarification or supplementation of educational materials.
• Instructor feedback.
• Technical corrections.
• Opportunity to repeat an educational activity.
• Other appropriate educational remedies.

Instructor or Presenter Concerns

Concerns involving an instructor or presenter will be reviewed objectively and may include review of relevant course materials, communications, evaluations, or other appropriate documentation.

Corrective action may be taken when warranted.

Platform, Technology, or Facilities

Concerns involving the learning platform, technology, accessibility, or facilities used for an educational activity will be reviewed to determine whether the issue materially affected the learner's ability to participate or complete the program.

Where appropriate, Biopensare Academy may provide:

• Technical assistance.
• Additional access time.
• Replacement access.
• An opportunity to repeat an affected activity.
• Another reasonable educational remedy.

Non-Receipt of Certificates or CE Documentation

If a learner has satisfied all applicable completion requirements but has not received the appropriate certificate or continuing education documentation, Biopensare Academy will review the learner's record.

Once eligibility is confirmed, the certificate or documentation will generally be issued or reissued within five (5) business days.

Accessibility and Accommodation Concerns

Accessibility and accommodation concerns are handled confidentially and prioritized for prompt review.

Biopensare Academy will evaluate reasonable accommodation requests in accordance with applicable law and educational requirements.

Potential Remedies

Depending on the circumstances, an appropriate resolution may include:

• Correction of records.
• Content revisions.
• Instructor or staff feedback.
• Technical remediation.
• Additional course access.
• Opportunity to repeat an educational activity.
• Issuance or correction of a certificate.
• Partial or full refund when appropriate and consistent with applicable Academy policies and legal requirements.
• Other reasonable corrective action.

Grievances will be handled as confidentially as reasonably possible.

Information will be shared only with individuals who need access for purposes of reviewing, investigating, documenting, or resolving the matter, or when disclosure is required by law or an authorized regulatory or oversight body.

Biopensare Academy prohibits retaliation against any learner or participant who submits a grievance in good faith or participates in a grievance review.

Submitting a grievance will not negatively affect a learner's standing, course access, educational evaluation, or eligibility for a certificate or continuing education credit, except where the grievance itself involves a legitimate issue affecting those requirements.

Biopensare Academy maintains documentation of grievances and their resolution. Records may include:

• Date received.
• Learner or complainant information.
• Course or educational activity involved.
• Nature of the grievance.
• Supporting documentation.
• Individuals involved in the review.
• Investigation or review conducted.
• Decision or resolution.
• Corrective action taken.
• Date the grievance was closed.
• Appeal information, when applicable.
• Final appeal decision.

Grievance records, actions taken, and resolutions are retained for a minimum of seven (7) years.

These records may also be reviewed periodically to identify patterns, improve educational quality, strengthen administrative procedures, and prevent recurring problems.

Biopensare Academy encourages learners to use the internal grievance process so that concerns can be reviewed and addressed promptly.

Nothing in this policy prevents a learner from contacting an appropriate licensing board, regulatory agency, consumer protection authority, continuing education approval organization, or other entity with lawful jurisdiction over the matter.

Biopensare Academy will cooperate appropriately with authorized regulatory, licensing, accreditation, or continuing education oversight organizations when required.

Upon future approval by an external continuing education organization, this section may be updated to include any specific complaint procedures or contact information required by that organization.

Grievances are considered an important part of Biopensare Academy's quality-improvement process.

When appropriate, information obtained through grievances may be used to improve:

• Course content.
• Instructor performance.
• Learning objectives.
• Technology.
• Accessibility.
• Administrative procedures.
• Learner communications.
• Certificate processes.
• Continuing education procedures.
• Future educational programs.

Grievance information used for internal quality improvement will be handled in a manner consistent with applicable confidentiality and privacy requirements.

Grievances and General Support: support@biopensareacademy.com

Billing and Refunds: billing@biopensareacademy.com

Website: www.biopensareacademy.com