EEHM Ethics Complaint Resolution Process

In the event that another Rater or Provider within the RESNET Industry makes an official Ethics complaint against a Rater in writing within EEHM’s Providership to EEHM directly, the following procedure will be followed:

For the ethics complaint to be acted upon, a complaint shall fully document the alleged violation(s) or compliance issue(s). The complaint shall also be specific about which section(s) of the RESNET Code of Ethics or the RESNET Standards have been violated. To be considered, the full and complete complaint and supporting documents shall be submitted to EEHM electronically and shall contain the following information:

EEHM Required Complaint Documentation:

• The name of the complainant and contact information;

• The name of the party that is the subject of the complaint;

• A complete description of the alleged violation(s);

• A recitation of all the facts documenting the complaint; and

• Copies of all relevant documents.

Upon receipt of the complaint, EEHM shall assign the complaint a case number within three (3) business days and notify the complainant of this information.

EEHM shall consider the evidence in the provided EEHM Required Complaint Documentation as the means of deciding whether to proceed or dismiss the complaint within ten (10) business days and make a determination on how to proceed.

In cases where EEHM finds the documentation submitted does not adequately allege an ethics or compliance violation, the complaint shall be dismissed.  The complainant shall be notified of EEHM’s findings by electronic mail, which will also include instruction for the complainant to escalate the matter to RESNET’s attention using the RESNET Ethics Complaint Form from the RESNET website seen above.

Upon a decision by EEHM that the complaint adequately alleges an ethics or compliance violation, EEHM shall immediately (i) notify the complainant of EEHM’s finding by electronic mail, (ii) notify the party that is the subject of the complaint by electronic mail, (iii) if needed notify the assigned EEHM QAD who will oversee the investigation into the merits of the complaint by electronic mail and (iv) notify the RESNET QA Team by electronic mail. 

This notification shall include:

• Entire basis and justification for the complaint, including a copy of the complaint and supporting documentation provided by the complainant;

• If required, proposed additional steps to be taken by EEHM and EEHM’s QAD to investigate the merits of the complaint, including performing any additional investigations, File QA, or on-site Blind Field QA on the Rater in question.

• A deadline for the conclusion of EEHM’s additional steps to be taken to investigate the merits of the complaint within thirty (30) business days of the notification.

• Proposed disciplinary action and any applicable corrective action and its effective date, which shall be no less than fifteen (15) business days after the notification is delivered.

All complaints, responses, and supporting documentation received by EEHM shall be handled in strict confidence by EEHM, and we expect both the complainant and Rater who is the focus of the complaint to similarly follow suit with any communication shared with them (oral, written or electronic) to any party not involved with the complaint and its resolution.