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Los Angeles, California

Appeals Policy

Purpose

The purpose of this policy document is to ensure all persons, as well as other program users (such as restaurants, health departments/agencies and the general public), have ready access to fair and inexpensive appeals process.

Scope

The appeals policy applies to all cases of appeals, as defined, and is available to all users utilizing services under EduClasses® dba Food Handler Classes (FHC).

The appeals process follows three steps, depending on the nature of the appeal.

The steps are listed below:

  1. An informal process between the persons involved.
  2. An informal process between the appellant and customer service supervisor.
  3. An internal formal process for matters that have not been able to be resolved informally.

Definitions

For the purposes of this policy, the following definition have been provided:

  • Appeal, n—request for reconsideration of adverse decision.
    • Examples: failed the test repeatedly, test was not clear, course information was not clear, course did not adequately prepare for the test, certificate information error, computer issues, over charged, disagree with decision from a formal complaint.
  • Appellant, n—the person lodging the appeal.

Policy

  1. Formal appeals must be emailed to info@foodhandlerclasses.com. The Formal appeal will then be forwarded to the person holding authority over the FHC program. Formal appeals must be submitted in writing and contain the reason for the appeal.
  2. The process for resolving the formal written appeal will commence within ten working days.
  3. Resolving the matter will be considered a priority by FHC and every reasonable resource will be made to resolve the formal appeal as soon as possible.
  4. All appeals will be approached with a fair and transparent manner with the appellant being provided information about their formal appeal with corresponding resolution as deemed necessary.
  5. The internal formal process will be at no cost to the appellant.
  6. FHC will ensure the matter will be handled in strict confidentiality.
  7. A written statement of outcome will be mailed and/or emailed to the appellant including reasons for decision.
  8. The appellant's current state will be upheld during the formal process of appeal.

Investigation

All appeals are required to include investigation into the issue being brought forth. The investigation process includes interviews with the appellants or person requesting an appeal in an effort to discover facts pertaining to the appeal.

Investigation may also involve reviewing data collected from the accounts of the persons involved such as the course payment, course progress, exam score, or any other information discovered.

The investigation process shall be conducted by the Company CEO, Program Director, or other entities as needed to resolve the issue.

Final outcome of the investigation is determined by the program Advisory Board.

Communication

Communications with the person requesting an appeal will be ongoing until the conclusion of the appeal. Communication may be made via phone call, email, mail, remote desktop or other methods of communication.

Last updated: 6/21/2024

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