{"id":3731,"date":"2026-05-05T12:43:09","date_gmt":"2026-05-05T16:43:09","guid":{"rendered":"https:\/\/www.adriq.com\/?page_id=3731"},"modified":"2026-05-05T18:19:46","modified_gmt":"2026-05-05T22:19:46","slug":"complaints-management-policy","status":"publish","type":"page","link":"https:\/\/www.adriq.com\/en\/complaints-management-policy\/","title":{"rendered":"Complaints Management Policy"},"content":{"rendered":"\n<h4 class=\"wp-block-heading\">Complaints policy and management system for all stakeholders, companies and individuals interacting with ADRIQ, its staff and its accredited innovation consultants.<\/h4>\n\n\n\n<h1 class=\"wp-block-heading\">1. Objectives<\/h1>\n\n\n\n<ul class=\"wp-block-list is-style-checkmark\">\n<li>Ensure a fair, transparent, diligent, and confidential complaints handling process.<\/li>\n\n\n\n<li>Provide stakeholders (businesses, partners, citizens, members, etc.) with a simple mechanism to express dissatisfaction.<\/li>\n\n\n\n<li>Contribute to the continuous improvement of ADRIQ&#8217;s services, programs, and processes.<\/li>\n<\/ul>\n\n\n\n<h1 class=\"wp-block-heading\">2.\u00a0Scope<\/h1>\n\n\n\n<ul class=\"wp-block-list is-style-checkmark\">\n<li><strong>Who is targeted?<\/strong> Any natural or legal person (client, partner, citizen, program beneficiary, etc.) who has interacted with ADRIQ (staff, volunteers, members of the Board of Directors, accredited innovation consultants)<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list is-style-checkmark\">\n<li><strong>What is a complaint?<\/strong> The expression of relative dissatisfaction:\n<ul class=\"wp-block-list is-style-checkmark\">\n<li>to a service, program, or activity offered by ADRIQ;<\/li>\n\n\n\n<li>to the conduct or actions of a staff member, volunteer, administrator, or ADRIQ-accredited Innovation Consultant; or<\/li>\n\n\n\n<li>to an alleged breach of the ADRIQ Code of Ethics for Accredited Innovation Consultants (the \u201c<strong>Consultants\u2019 Code of Ethics<\/strong>\u201d).<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n\n\n\n<h1 class=\"wp-block-heading\">3. Principals<\/h1>\n\n\n\n<ul class=\"wp-block-list is-style-checkmark\">\n<li><strong>Accessibility<\/strong>: The complaints process is available on the website.<\/li>\n\n\n\n<li><strong>Impartiality<\/strong>: Complaints are handled objectively, without bias, and conducted by an individual (staff member, Board member, or ADRIQ accredited innovation consultant) or an ADRIQ committee not involved in the subject matter of the complaint.<\/li>\n\n\n\n<li><strong>Confidentiality<\/strong>: Personal information and complaint details are <strong>treated confidentially<\/strong>, subject to the needs of the investigation.<\/li>\n\n\n\n<li><strong>Diligent Processing<\/strong>: Complaints must be processed within a reasonable timeframe and announced.<\/li>\n<\/ul>\n\n\n\n<h1 class=\"wp-block-heading\">4. Filing and Processing Procedure<\/h1>\n\n\n\n<h2 class=\"wp-block-heading is-style-checkmark\">4.1. <strong>Filing the complaint<\/strong><\/h2>\n\n\n\n<p><strong>The complainant must submit their complaint in writing (email)<\/strong>, providing the following information and documents:<\/p>\n\n\n\n<ul class=\"wp-block-list is-style-checkmark\">\n<li>The complainant&#8217;s full name and contact information.<strong> Anonymous complaints will not be processed<\/strong>;<\/li>\n\n\n\n<li>The date the complaint was filed;<\/li>\n\n\n\n<li>A detailed description of the alleged facts, including dates, locations, and names of the individuals named in the complaint;<\/li>\n\n\n\n<li>Relevant supporting documents;<\/li>\n\n\n\n<li>The complainant&#8217;s desired resolution;<\/li>\n<\/ul>\n\n\n\n<p>All complaints should be addressed to the <strong>Complaints Management Officer (CMO)<\/strong>.<\/p>\n\n\n\n<ul class=\"wp-block-list is-style-checkmark\">\n<li><strong>CMO Contact : Fr\u00e9d\u00e9ric Alberro, CEO of ADRIQ<\/strong><\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list is-style-checkmark\">\n<li><strong>Email: <\/strong><a href=\"mailto:Frederic.alberro@adriq.com\">Frederic.alberro@adriq.com<\/a><\/li>\n<\/ul>\n\n\n\n<p>When a complaint concerns an alleged breach of the Code of Ethics for Consultants, the RGP must forward the information and documents received to the Secretary of the Board of Directors of ADRIQ (the \u201c<strong>Secretary<\/strong>\u201d) and to the ADRIQ Innovation Consultants Steering Committee (the \u201c<strong>Steering Committee<\/strong>\u201d).<\/p>\n\n\n\n<p>If the CEO of ADRIQ is involved, the complaint must be addressed to the Secretary.<\/p>\n\n\n\n<ul class=\"wp-block-list is-style-checkmark\">\n<li><strong>Contact : Carl Viel, CEO of Qu\u00e9bec international<\/strong><\/li>\n\n\n\n<li><strong>Email : <\/strong><a href=\"mailto:cviel@quebecinternational.ca\">cviel@quebecinternational.ca<\/a><\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">4.2. <strong><strong>Accus\u00e9 de R\u00e9ception<\/strong><\/strong><\/h2>\n\n\n\n<p>The RGP or the Secretary, as the case may be, must send an <strong>acknowledgement <\/strong>of receipt to the complainant <strong>within fifteen (15) working days<\/strong> of receiving the email, confirming the official opening of the file and the anticipated response time.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">4.3. Processing and Analysis<\/h2>\n\n\n\n<ol style=\"list-style-type:lower-alpha\" class=\"wp-block-list\">\n<li><strong>When a complaint relates to an alleged breach of the Code of Ethics for Consulting Experts<\/strong>, the RGP registers the complaint in the ADRIQ <strong>Complaints Register<\/strong> and the Secretary acts in accordance with the provisions of the Code of Ethics for Consulting Experts.<\/li>\n\n\n\n<li><strong>For all other types of complaints<\/strong>, the processing and analysis follow these steps:\n<ul class=\"wp-block-list\">\n<li>The RGP or the Secretary, as appropriate, records the complaint in the ADRIQ <strong>Complaints Registry<\/strong>;<\/li>\n\n\n\n<li>The RGP or the Secretary, as appropriate, conducts a <strong>factual investigation<\/strong>, including, if necessary: \u200b\u200ban interview with the complainant, the collection of internal documents, and an interview with the party against whom the complaint is made;<\/li>\n\n\n\n<li>The RGP or the Secretary, as appropriate, may establish an ad hoc internal <strong>Complaints Committee<\/strong> to obtain advice or recommendations.<\/li>\n<\/ul>\n<\/li>\n<\/ol>\n\n\n\n<h2 class=\"wp-block-heading\">4.4. Response and Closure<\/h2>\n\n\n\n<ol style=\"list-style-type:lower-alpha\" class=\"wp-block-list\">\n<li><strong>In the case of a complaint concerning an alleged breach of the Code of Ethics for Consultants<\/strong>, the Secretary must communicate his written disciplinary decision to the Consultant concerned within a maximum period of <strong>thirty (30) working days<\/strong> following the acknowledgment of receipt of the complaint, subject to the complexity of the case.<\/li>\n<\/ol>\n\n\n\n<p>Within the same timeframe, the Secretary informs the complainant of the follow-up to the complaint, specifically that the complaint has been reviewed in accordance with the Code of Ethics and the Complaints Management Policy, and of the overall outcome of the case.<\/p>\n\n\n\n<p>However, in order to maintain the confidentiality of the disciplinary process and to comply with applicable privacy obligations, <strong>no confidential information relating to the case<\/strong>, including investigative details, internal analyses, or the precise nature of the disciplinary measures imposed, may be disclosed to the complainant.<\/p>\n\n\n\n<p><strong>If a longer investigation is required<\/strong>, the relevant Expert Advisor and the complainant must be notified of the <strong>new timeframe<\/strong>.<\/p>\n\n\n\n<ol start=\"2\" style=\"list-style-type:lower-alpha\" class=\"wp-block-list\">\n<li><strong>For any other type of complaint<\/strong>, the RGP or the Secretary, as the case may be, must send a written and reasoned response to the complainant, including its conclusion and, where applicable, the corrective measures taken, within a maximum period of <strong>thirty (30) working days<\/strong> following the acknowledgement of receipt, subject to the complexity of the case.<\/li>\n<\/ol>\n\n\n\n<p>However, in order to preserve the confidentiality of the complaint handling and to comply with applicable obligations regarding the protection of personal information, <strong>no confidential information relating to the file<\/strong>, including investigative elements or internal analyses, can be disclosed to the complainant.<\/p>\n\n\n\n<p><strong>The person or persons targeted by the complaint<\/strong> are informed within the same time limits provided for the complainant.<\/p>\n\n\n\n<p><strong>If a longer investigation is required<\/strong>, the person(s) targeted by the complaint and the complainant must be notified of the <strong>new timeframe<\/strong>.<\/p>\n\n\n\n<h1 class=\"wp-block-heading\">5. Appeal<\/h1>\n\n\n\n<ol style=\"list-style-type:lower-alpha\" class=\"wp-block-list\">\n<li><strong>In the case of a complaint relating to an alleged breach of the Code of Ethics for Consultants<\/strong>, the remedies provided are those described in the Code of Ethics for Consultants.<\/li>\n\n\n\n<li><strong>For any other type of complaint<\/strong>, if the complainant remains dissatisfied with the response provided, as the case may be, by the RGP or the Secretary, he may request a review of his file from the <strong>Board of Directors<\/strong> of ADRIQ.\n<ul class=\"wp-block-list\">\n<li><strong>Filing of the Appeal<\/strong>: The request for review must be made in writing and addressed to the <strong>Chairman of the Board of Directors<\/strong> within <strong>thirty (30) days <\/strong>of receiving the response from the RGP or the Secretary, as the case may be;<\/li>\n\n\n\n<li><strong>Review<\/strong>: The Board examines the relevance of the complaint and the way it was handled. <strong>The Board does not reopen the investigation<\/strong>, but assesses the fairness of the process and the validity of the conclusion reached by the General Reporting Officer or the Secretary, as applicable. If necessary, the Board may consult the internal <strong>Complaints Committee<\/strong>, if one has been established for the case, or establish a new one to obtain further advice and recommendations.<\/li>\n\n\n\n<li><strong>Final Decision<\/strong>: <strong>The Board&#8217;s decision is final and without appeal<\/strong> within ADRIQ. The response must be sent to the complainant within <strong>thirty (30) days<\/strong> of receiving the request for review, subject to the complexity of the case.<\/li>\n<\/ul>\n<\/li>\n<\/ol>\n\n\n\n<p><strong>The person(s) targeted by the complaint<\/strong> may request a review of the decision within the same time limits provided for the complainant.<\/p>\n\n\n\n<h1 class=\"wp-block-heading\">6. Disciplinary measures, corrective measures and follow-up<\/h1>\n\n\n\n<ol style=\"list-style-type:lower-alpha\" class=\"wp-block-list\">\n<li>In the case of a complaint concerning an alleged breach of the Code of Ethics for Consultants, the <strong>disciplinary measures<\/strong> are those described in the Code of Ethics for Consultants. If <strong>corrective measures<\/strong> result from the analysis of a complaint, these are communicated to the Steering Committee for evaluation.<\/li>\n<\/ol>\n\n\n\n<ol start=\"2\" style=\"list-style-type:lower-alpha\" class=\"wp-block-list\">\n<li>For any other type of complaint, the RGP or the Secretary, as the case may be, is responsible for ensuring the implementation of all <strong>corrective measures<\/strong> decided upon following a complaint determined to be well-founded in accordance with the procedures referred to above (e.g., staff training, modification of a procedure, adjustment of a service).<\/li>\n<\/ol>\n\n\n\n<ol start=\"2\" style=\"list-style-type:lower-alpha\" class=\"wp-block-list\">\n<li>The <strong>Complaints Register<\/strong> must be treated as a <strong>confidential document<\/strong>. For organizational monitoring purposes, an anonymized and aggregated version, presenting the data in the form of indicators and trends without identifying the parties or the files, is presented annually to the Board of Directors to allow for a comprehensive evaluation and the integration of the findings into ADRIQ&#8217;s quality improvement plan.<\/li>\n<\/ol>\n\n\n\n<h1 class=\"wp-block-heading\">7. Policy Review<\/h1>\n\n\n\n<p>The ADRIQ Board of Directors will periodically review this Complaints Management Policy to ensure that it remains relevant and effective.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Complaints policy and management system for all stakeholders, companies and individuals interacting with ADRIQ, its staff and its accredited innovation&hellip;<\/p>\n","protected":false},"author":3,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-3731","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.adriq.com\/en\/wp-json\/wp\/v2\/pages\/3731","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.adriq.com\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.adriq.com\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.adriq.com\/en\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/www.adriq.com\/en\/wp-json\/wp\/v2\/comments?post=3731"}],"version-history":[{"count":1,"href":"https:\/\/www.adriq.com\/en\/wp-json\/wp\/v2\/pages\/3731\/revisions"}],"predecessor-version":[{"id":3732,"href":"https:\/\/www.adriq.com\/en\/wp-json\/wp\/v2\/pages\/3731\/revisions\/3732"}],"wp:attachment":[{"href":"https:\/\/www.adriq.com\/en\/wp-json\/wp\/v2\/media?parent=3731"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}