Our Grievance Policy

When Preferra policyholders create an account on Preferra Learn, they receive a welcome email with a PDF tutorial on successfully navigating the learning management system. The tutorial is always available in the policyholder account dashboard.

The policyholders can easily register for all available courses from the dashboard, making course selection and registration a breeze.

From the policyholder account dashboard, they can email the staff liaison for technical support or complete a connection questionnaire asking for the reason for the submission, such as a question, comment, issue, or complaint.

All communications received through the connection questionnaire form go directly to the staff liaison and are forwarded to the respective area for response. The staff liaison follows up on each submission so everything runs smoothly.

The course’s promotional materials always include a phone number and an email address to allow policyholders to ask questions, even if they still need to create an account.

All correspondence from policyholders to Preferra Learn is monitored during business hours (9:00 am to 4:30 pm EST, Monday through Friday) with a response time within 24 hours. For weekends (after 4:30 pm EST on Friday and before 9 am EST on Monday), correspondence receives a response within 48 to 72 hours.

Preferra Learn considers a grievance any action, content, comment, behavior, audio, video, or written material that causes dissatisfaction to a policyholder, regulatory board, or ASWB in the context of risk management education.

• All correspondence sent via email receives an automated email confirming receipt and including response times.
• All correspondence received by mail or phone receives a confirming receipt or a follow-up email to create a proper record.
• All grievance correspondence is included in a weekly report for sharing with the CE Director, the Licensed Social Work Consultant, and a designated Preferra Instructor.
• Depending on the volume of grievance correspondence, the above team meets twice a month or every month.
• During the meeting, the team reviews the grievance correspondence comprehensively, ensuring that all aspects are considered before making any decisions, as follows:

• • The merit of the grievance.
  • The resolution process, time, and responsible
  • Our commitment to transparency means that all decisions made during the grievance review process are shared with the individual or entity that submitted the correspondence.

• All grievance correspondence generates a record filed and kept for any future reference by Preferra Learn.
• All grievances that help improve processes, communication language, course content, and delivery are shared monthly with Preferra’s instructors and Preferra Learn staff to implement the necessary corrective actions.