Overview
If you believe that an Accredited Training Course (ATC) is not meeting the required standards, there is a formal process for raising and escalating concerns. This article explains the steps you should follow before submitting a complaint to The Open Group Certification Authority.
1. Report the Issue to the Training Organization First
If you identify a non‑conformance in an Accredited Training Course:
- You must first report the issue directly to the Training Course Provider (the Organization).
- The Organization should be given the opportunity to investigate and resolve the issue.
Response Time
The Organization has 30 calendar days to address the non‑conformance.
2. Escalate to The Open Group Certification Authority
If the Organization does not resolve the issue within 30 days, you may escalate the matter.
When escalating, you must provide:
- A clear explanation of the issue
- Justification for why you believe a non‑conformance exists
- Any relevant supporting information
The Certification Authority will review the complaint and take appropriate action.
3. How to Contact the Certification Authority
You can submit your complaint by opening a Help Desk ticket with The Open Group.
This begins the formal review process.
Important Reminder
Before escalating to The Open Group, all normal communication channels with the Training Organization must be exhausted. Escalation should only occur when the Organization has not resolved the issue within the required timeframe.