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Complaints

The Commission for Continuing Education Provider Recognition (CCEPR) will consider formal written complaints about ADA CERP approved providers of continuing dental education if the complaint documents substantial noncompliance with the ADA CERP Recognition Standards and Procedures (PDF) or established recognition program policies. Complaints can be forwarded to the Commission by course participants, course faculty, other ADA CERP approved CE providers, state dental societies, state boards of dentistry and other interested parties. Upon receipt of a formal complaint, the Commission will initiate a review in accordance with the ADA CERP policy on complaints (below), in a manner that ensures due process.

A recognized provider may also be reevaluated at any time if information is received from the provider or other sources that indicates the provider has undergone changes in program administration or scope, or may no longer be in compliance with the CERP standards and criteria for recognition.

CERP Complaints Policy

The Commission for Continuing Education Provider Recognition (CCEPR) is interested in the continued improvement and sustained quality of continuing dental education programs, but does not intervene on behalf of individuals or act as a court of appeal for individuals in matters not related to the ADA’s Continuing Education Recognition Program (ADA CERP) standards and criteria or established recognition policies.  If a complaint includes matters that are currently the subject of, or directly related to, litigation, the Commission will not proceed with consideration of the complaint until the litigation is concluded.

Potential complaints will be evaluated to ascertain that they pertain to ADA CERP standards and criteria and/or recognition policies.  A potential complainant will be asked to provide complete information and documentation about the alleged lack of compliance with the standards and criteria or recognition policies.

The Commission will consider appropriate complaints against ADA CERP recognized providers from course participants, faculty, other ADA CERP recognized providers, dental societies, state boards of dentistry and other interested parties.  The Commission may initiate a complaint or inquiry about an ADA CERP recognized provider.  In this regard, an appropriate complaint is defined as one alleging that there exists a practice, condition or situation within the program of an ADA CERP recognized provider which indicates potential non-compliance with ADA CERP standards and criteria or established recognition policies.  The Commission will review documentation and determine the disposition of such complaints.

Attempts at resolution between the complainant and the provider should be documented prior to initiating a formal complaint.  Only written, signed complaints will be considered by the Commission.  The complaint will be considered at the earliest possible opportunity, usually at the next scheduled semi-annual meeting of the Commission. When setting this date, the due process rights of both the provider and the complainant will be protected to the degree possible.

The following procedures have been established to review appropriate complaints:

  1. The complaint will become a formally lodged complaint only when the complainant has submitted a written, signed statement of the program's non-compliance with a specific standard and/or recognition policy; the statement should be accompanied by documentation of the non-compliance whenever possible.  The confidentiality of the complainant shall be protected, except as may be required by legal process.
  2. The continuing dental education provider will be informed that the CCEPR has received information indicating that compliance with a specific standard or recognition policy has been questioned.
  3. The provider will be required to provide documentation supporting its compliance with the standard or policy in question by a specific date (usually within 30 days).  CCEPR reserves the right to seek additional information from the provider, including but not limited to course evaluation forms completed by participants and the names, addresses and telephone numbers of all course participants. The CCEPR also has the right to seek information from alternate sources including, but not limited to, surveys of program participants, on-site visits, observation of the provider's CE activities, or other means considered necessary to determine whether the CE provider is in compliance with the standards and criteria. Refusal or failure to provide all requested information, or to cooperate with the Commission’s information-gathering efforts, will be considered cause for withdrawal of the provider's ADA CERP recognition status.
  4. The provider's report and documentation, as well as any additional information obtained from other sources, will be considered by the CCEPR at or before the Commission’s next regularly scheduled meeting.
  5. Following consideration, the Commission will take action, as follows:
    • If the complaint is determined to be unsubstantiated and the provider is found to be in compliance with ADA CERP standards and criteria or established recognition policies, the complainant and the provider will be notified accordingly and no further action will be taken.
    • If the complaint is substantiated and it is determined that the CE provider is not in compliance with the standards and criteria or established recognition policies, the Commission may either request additional information or initiate action to withdraw recognition. CCEPR may:
      • postpone action until the next meeting pending the receipt of additional information through a comprehensive re-evaluation of the provider; a written report by the provider documenting progress in meeting the relevant standards or policies prior to the next regularly-scheduled meeting of the Commission for Continuing Education Provider Recognition,  a personal appearance by the complainant and/or the provider or their representatives before the Commission to present oral testimony in support of the written documentation provided. The complainant and the provider may be represented by legal counsel. The costs to the complainant and the provider of such personal appearances and/or legal representation shall be borne by the complainant and the provider, respectively; or
      • withdraw the provider's recognition status per ADA CERP Procedures.
  6. The complainant and the provider will receive written notice of the Commission’s action on the complaint within thirty (30) days following the Commission meeting.
  7. The records/files related to such complaints shall remain the property of the Commission for five years and shall be kept confidential.  After five years, these records will be destroyed.

ADA CERP Complaints Policy Adopted: October 1996 Revised: April 2006, November 2007, April 2010; March 2015