1. Purpose
The ICONIC Board provides a formal grievance and appeals process to ensure fair treatment of all credential holders, applicants, and stakeholders. This process provides recourse for individuals who believe a Board decision was made in error, was procedurally flawed, or was substantively unjust.
2. Who May File
The following individuals and entities are eligible to file a grievance with the Board:
- Current or former credential holders
- Applicants whose applications were denied
- Individuals subject to disciplinary action
- Institutions affected by accreditation decisions
- Any person directly affected by a Board decision
3. Grounds for Grievance
A grievance may be filed on one or more of the following grounds:
- Procedural error in application review or disciplinary process
- Factual error in Board determination
- New evidence not available during the original process
- Disproportionate sanction relative to the violation
- Bias or conflict of interest in decision-making
- Failure to follow published policies and procedures
4. Grievance Filing Process
4.1 Deadline
Grievances must be filed within 30 days of the decision being challenged.
4.2 Submission
Written grievances must be submitted via the Board portal or by mail. Each submission must include:
- Grievant identification and contact information
- Decision being challenged (with reference number)
- Specific grounds for the grievance
- Supporting evidence or documentation
- Requested remedy
4.3 Filing Fee
A $50 administrative fee is required at the time of submission. The fee is fully refunded if the grievance is sustained. A fee waiver is available for individuals who demonstrate financial hardship.
4.4 Acknowledgment
Receipt of all grievances is acknowledged within 5 business days.
5. Grievance Review
5.1 Initial Screening
Each grievance is reviewed for completeness and timeliness within 10 business days. Incomplete grievances are returned to the grievant with an opportunity to amend within 15 days.
5.2 Informal Resolution
The Board may offer informal resolution within 15 days of completing the screening. Either party may decline informal resolution and proceed to formal review.
5.3 Formal Review
If informal resolution is declined or unsuccessful, the matter proceeds to formal review:
- An independent Grievance Committee of 3 members is convened, with no prior involvement in the original decision
- The Committee reviews all documentation submitted by both parties
- The Committee may request additional information from either party
- A written hearing or in-person hearing is held at the Committee's discretion
- A decision is issued within 45 days of formal review commencement
6. Appeals (Disciplinary Decisions)
6.1 Right to Appeal
All credential holders subject to Level 3 or higher sanctions under the Disciplinary Procedures have the right to appeal.
6.2 Appeal Deadline
Appeals must be filed within 30 days of sanction notification.
6.3 Appeal Grounds
Appeals may be filed on the same grounds as grievances (see Section 3), plus the following additional grounds:
- Sanction is disproportionate to the findings
- New evidence that could materially change the outcome
6.4 Appeal Process
A 5-member Appeal Board is convened from senior Board members not involved in the original decision.
The Appeal Board conducts a full de novo review of the investigation record.
The Appeal Board may hear oral arguments (30 minutes per side).
A decision is issued within 60 days. The Appeal Board may affirm, modify, or reverse the original decision.
6.5 Appeal Decision
The decision of the Appeal Board is final and binding. No further internal appeal is available. External legal remedies remain available per the Terms of Service dispute resolution provisions.
7. Remedies
The following remedies are available through the grievance and appeals process:
- Reversal of the challenged decision
- Modification of the imposed sanction
- New investigation ordered
- Credential restored
- Refund of fees paid
- Correction of public records
- Formal apology from the Board
8. Confidentiality
All grievance proceedings are confidential. Public disclosure occurs only if the underlying matter was already part of the public record (i.e., Level 3 or higher sanctions under the Disciplinary Procedures).
The grievant may not publicly discuss the details of the proceedings while the grievance or appeal is pending.
9. Non-Retaliation
The Board prohibits retaliation against any individual who files a grievance or appeal. Retaliation is grounds for a separate disciplinary action under the Disciplinary Procedures.
10. External Review
After exhausting all internal processes, parties may pursue external remedies as outlined in the Terms of Service dispute resolution provisions:
- Claims under $10,000: Binding arbitration
- Claims over $10,000: Litigation in the appropriate jurisdiction
11. Annual Reporting
The Board publishes an annual summary of grievances and appeals containing aggregate statistics only, with no identifying information. The summary includes:
- Total number of grievances filed
- Outcomes (sustained, denied, resolved informally)
- Average processing time
12. Contact
To file a grievance or inquire about the process, contact the Board at grievances@iconicboard.health or visit our support page. Grievance forms are available on the Board portal.