Grievance policy
1. Purpose
Claristrat Institute is committed to maintaining the highest standards of ethics, professionalism, and psychological safety in all programs and operations. This policy ensures that any concern or grievance — whether related to discrimination, misconduct, instructional quality, administrative issues, or violations of the ICF Code of Ethics — can be raised and resolved promptly, fairly, and without retaliation.
2. Guiding Principles
- Fairness and transparency: All complaints are received respectfully and reviewed impartially.
- Confidentiality: Information is shared only with those directly involved in addressing the issue.
- Timeliness: Complaints are acknowledged and addressed within established timeframes.
- Non-retaliation: No individual will face adverse consequences for raising a concern in good faith.
- Restorative intent: Wherever possible, Claristrat prioritizes dialogue and repair over punishment, consistent with our values of integrity and learning.
3. Scope
This policy applies to all students, faculty, mentors, staff, contractors, and partners engaged in Claristrat programs or activities. It covers any form of concern related to:
- Program delivery, grading, or evaluation
- Faculty, mentor, or staff behavior
- Breach of confidentiality or ethics
- Harassment, discrimination, or bias
- Administrative or financial matters
- Accessibility or accommodation concerns
4. Informal Resolution
Participants are encouraged to raise concerns directly with the person involved or with their mentor or instructor. Most issues can be resolved quickly through respectful communication and shared understanding. Faculty and mentors are trained to manage such conversations confidentially and constructively.
5. Formal Grievance Process
If informal resolution is not possible or the concern is serious, a written complaint may be sent to institute@claristrat.com. Please include a short description of the issue, relevant context or dates, any steps already taken, and the outcome you are seeking.
6. Response and Resolution
- All complaints are acknowledged within two business days.
- A review is initiated promptly and completed within ten business days whenever feasible.
- The Institute Director or a designated reviewer will contact the parties involved, assess the situation, and communicate a written response and resolution.
7. Appeals
If the complainant is not satisfied with the outcome, they may request a review by the Faculty Council within five business days of receiving the decision. The Council’s review is final.
8. External Escalation
If a complaint relates to ICF Core Competency standards or ethical breaches that cannot be resolved internally, Claristrat will inform the complainant of their right to file a report with the International Coaching Federation in accordance with ICF’s independent review process.
9. Record-Keeping and Accountability
All complaints and resolutions are documented and retained securely for a minimum of five years. Aggregate data and lessons learned inform faculty development, policy updates, and continuous improvement reviews.
10. Non-Retaliation and Confidentiality
Raising a concern in good faith will never result in retaliation or disadvantage. All information is handled with discretion, and only those necessary to resolve the matter are informed.
11. Continuous Improvement
Claristrat reviews all grievances annually to identify trends, strengthen program quality, and enhance learner and faculty support systems.
Contact
institute@claristrat.com
Claristrat Institute, 400–418 Broadway St., Albany, NY 12207, USA