COMPLAINTS

ACPE has an obligation to assure itself that any organization providing continuing pharmacy education that seeks or holds an accreditation status for its continuing education program(s) conducts its affairs with honesty and frankness. Complaints from other organizations, pharmacists, faculty, or the public against a continuing education program, including fee policies, and as related to ACPE standards, policies or procedures, shall be placed in writing in detail by the complainant and submitted to the ACPE office. The complaint shall be submitted to the organization for response. Requests for confidentiality shall be respected to the extent any such information is not necessary for the resolution of the complaint.

The Executive Director shall, based upon the complaint, the response, and information from such further investigation deemed necessary, promptly determine the facts surrounding the issue, determine the validity of the complaint, and resolve the issue; provided, however, where the Executive Director deems it necessary or appropriate, the matter shall be considered at the next regular meeting of the Council. The timeframe for resolution is generally within six months. A record of complaints regarding a specific organization, including pharmacist complaints received or made available, is kept for consideration on file at ACPE. Such records of complaints are considered during scheduled evaluations, or a special evaluation, as the case may require.

The procedure shall provide for treatment of complaints in a timely manner that is fair and equitable to all parties. The complainant shall be advised of the decision or action as soon as possible. When ACPE has cause to believe that any organization with which it is concerned is acting in an unethical manner or is deliberately misrepresenting itself to pharmacists or the public, it will investigate the matter and provide the organization an opportunity to respond to the allegations. If, on the basis of such investigation, after notice to the organization and opportunity for the organization response, ACPE finds an organization has engaged in unethical conduct or that its integrity has been seriously undermined, ACPE will either:

a) request that the organization show cause, within a stated time period, why adverse action should not be taken, or

b) in extreme cases, immediately discontinue its relationship with the organization by denying or withdrawing accreditation status.

A complaint against an ACPE accredited organization providing continuing pharmacy education must be related to the standards or the policies and procedures of ACPE and must be submitted in writing to the Executive Director. Under existing practices, when a complaint is received, it is submitted to the organization affected for response. If, thereafter, based upon the complaint and the response, the Executive Director determines that a complaint is not related to the standards or policies, the complainant is so advised in writing with a copy to the organization, and the matter is treated as resolved.

Anonymous complaints pertaining to accreditation matters are retained and, depending on circumstances, may or may not be forwarded to the organization involved, depending somewhat on the severity of the complaint. This decision is made by the Executive Director. Where a complainant has threatened or filed legal action against the organization involved, ACPE will hold complaints in abeyance pending resolution of the legal issues and the complainant is so advised.

If the Executive Director finds a complaint to be extremely serious in nature charging egregious conduct that may warrant adverse action by the Council, or involves an interpretation which the Executive Director believes should be made by the Council, the complaint will be submitted to the Council for determination at the next regular meeting. Extraordinary remedies available for complaints covering extreme cases are set forth in paragraphs (a) and (b) above.

ACPE has an obligation to respond to any complaints which may be lodged against it by any organization, pharmacist, faculty or third party in respect to the application of ACPE's standards, policies and procedures where the complaining party is directly affected thereby. Any such complaint shall be submitted in writing. The Executive Director shall promptly determine the facts surrounding the issues and shall attempt to resolve the matter in consultation with the Public Interest Panel established pursuant to Article V of the ACPE By-Laws. Complaints, which cannot be resolved by the Executive Director, shall be considered and resolved at the next regular meeting of the Council. The timeframe for resolution is generally within six months.

If you wish to file a complaint, please email:
ceinfo@acpe-accredit.org