Complaint Policy

This document provides guidelines for resolution and the treatment of complaints made by our members. Each member is responsible for reviewing the elements of the policy below.


At Medical Speech-Language Pathology Council of California (MSCC), we believe that if a member wishes to file a complaint or express dissatisfaction, it should be easy for them to do so. It is MSCC's policy to receive complaints and consider them as an opportunity to learn, adapt, improve and provide better service. 
In addition, a quick resolution of complaints, in a way that respects and values the person’s feedback, can be one of the most important factors in recovering the person’s confidence about a service offered by the organization.  The purpose of this policy is to ensure that complaints are handled properly and that all member complaints or comments are taken seriously. This organization is committed to fair, effective and efficient complaint handling. 


This policy is intended to ensure that MSCC handles complaints fairly, efficiently and effectively. The organization's objective is to ensure that its complaints procedure is properly and effectively implemented, and that members feel confident that their complaints and worries are listened to and acted upon promptly and equitably.
Our complaint management system aims to:This policy provides guidance to individuals who wish to file a complaint about the key principles and concepts of our complaint management system. 


This policy applies to all Executive Board Members receiving or managing complaints from members made to or about us, regarding our processes, policies and services.


A complaint is any expression of dissatisfaction about the product/services offered by MSCC or his Executive Board Member or the action or lack of action taken regarding operations, facilities or services provided by MSCC or by a person or body acting on behalf of MSCC.
A formal complaint means a complaint that has not been successfully resolved through the Complaint Management Process as outlined in this policy. The complainant has chosen to formalize the complaint by completing a Complaint form.
An informal complaint means a complaint that has been received by MSCC, by phone, email, or in person, which has not been submitted on a Complaint Form.
All non-anonymous complaints filed necessitate a response.


Verbal Complaints In both situations, details of the complaint should be recorded on a complaint form.

Written Complaints  

How to file a complaint and the email to send the complaint to can be found in our FAQ section of our website at


 The Executive Board Member who receives a complaint will evaluate the information to determine whether it falls within the scope of this policy. If so, the Executive Board Member will collect and review all available information and attempt to resolve the issue informally through discussions with the complainant. The Executive Board Member may choose to use other resources as required.  Executive Board Members involved in resolving the complaint are aware of their responsibility to maintain the confidentiality of the matter and to respect the privacy rights of all parties involved.
Informal complaint files
Details of informal complaints should be noted as soon as possible and may include information such as when, where and how the alleged issue giving rise to the complaint occurred, who was involved and the names of potential witnesses. These notes may be required if a formal complaint is filed. Complaints that are resolved amicably to the complainant's satisfaction will not be followed up. However, all records relating to the resolution of informal complaints must be kept and recorded in Executive Board Meeting minutes.