Complaint Resolution Policy
Purpose
This policy is established in accordance with NASBA Standard No. 12, which requires sponsors to provide participants with clear contact information and procedures for addressing concerns or complaints about CPE programs.
Policy Statement
My Online Training Hub is committed to ensuring that all participants have a positive learning experience.
We take all concerns and complaints seriously and will address them promptly, fairly, and confidentially.
Participants who wish to submit a complaint or raise a concern regarding any aspect of our CPE programs may do so using the contact information below.
Complaint Submission Procedure
Participants should submit complaints via email and include the following details:
- Full name
- Order number
- Course title and date of purchase or completion
- Description of the concern or issue
- Desired resolution (if applicable)
Contact Information
Complaints should be directed to: Philip Treacy (Program Administrator)
Email: [email protected]
Resolution Process
Complaints will be acknowledged within five (5) business days of receipt.
A full investigation and response will be completed within ten (10) business days where possible.
If additional time is required, the participant will be notified of the expected resolution date.
Outcomes may include correction of records, refund or credit, replacement access, clarification, or other appropriate remedies.
Recordkeeping
All complaints and their resolutions are documented and retained in accordance with our Record Retention Policy (Standard 24).
Program Cancellation Policy
Purpose
This policy is established in accordance with NASBA Standard No. 12, which requires sponsors to communicate their procedures for notifying participants in the event of a program cancellation.
Policy Statement
All My Online Training Hub courses are delivered online and available on demand, 24 hours a day, 7 days a week.
Because our programs are self-paced and not dependent on live delivery, program cancellations generally do not occur.
For the purposes of this policy, a program cancellation includes the withdrawal, suspension, temporary unavailability, or permanent discontinuation of a QAS Self Study or Nano Learning program.
If it becomes necessary to withdraw, suspend, or discontinue a program (for example, for major content revisions, platform maintenance, or other unforeseen circumstances), My Online Training Hub will notify all currently enrolled participants as follows:
Mode of Communication
- Notification will be sent via email to all registered participants.
- A notice will also be posted on the course access page and/or company website.
Timeframe for Notification
Participants will be notified at least 48 hours in advance of any planned temporary suspension or removal of a program.
In the rare event of an unplanned interruption (e.g., technical failure), notification will be made as soon as reasonably possible once the issue is identified.
Participant Options
If a course is permanently discontinued, participants who purchased the program within the last 30 days and have not completed it will be offered:
- A full refund, or
- Transfer to a comparable course of equal or greater value (if available).
Contact for Inquiries
Participants may contact My Online Training Hub Support with any questions about course availability or interruptions:
Email: [email protected]
Refund Policy
Purpose
This Refund Policy ensures compliance with NASBA Standard No. 12, which requires program sponsors to clearly communicate their policies for handling participant refund requests for CPE programs.
Policy Statement
My Online Training Hub strives to ensure customer satisfaction with all continuing professional education (CPE) programs.
Participants who are not satisfied with their purchase may request a refund, subject to the following conditions:
Eligibility for Refund
Refund requests must be received within thirty (30) days of the original purchase date.
Refunds will only be granted if the participant has viewed no more than 30% of the course videos or materials.
Refunds are not available after this period or if more than 30% of the course content has been accessed or completed, or once CPE credit has been awarded or a Certificate of Completion has been issued.
Refund Request Procedure
Participants seeking a refund must submit their request in writing to Philip Treacy at [email protected] with the following details:
- Participant’s name
- Order number
- Course title
- Purchase date
- Reason for refund request
Refund requests will be reviewed and processed within 5 business days of receipt.
Method of Refund
Approved refunds will be issued to the original method of payment used at the time of purchase.
Non-Fee Programs
For programs offered free of charge, no refunds are applicable.
This will be clearly stated in the program description where relevant.
Special Circumstances
In exceptional cases (such as duplicate purchases or technical errors), My Online Training Hub may, at its discretion, provide a full refund or course credit regardless of course completion percentage.
Course Update Policy
Purpose
This policy is established in accordance with NASBA Standard No. 4, which requires CPE program sponsors to ensure that courses are current, accurate, and effectively designed.
The policy outlines the procedures for reviewing, updating, and maintaining course content to provide participants with the most current and reliable information.
Policy Statement
My Online Training Hub is committed to maintaining high-quality, up-to-date educational content for all CPE programs.
All courses are developed and/or reviewed by qualified subject matter experts (SMEs) with extensive experience in the relevant field.
Course Developers and Reviewers
Courses are developed by Mynda Treacy, Microsoft MVP, LinkedIn Learning tutor, and experienced course developer for over 15 years.
Courses are reviewed by Philip Treacy, Microsoft Fabric Super User and experienced reviewer, to ensure technical accuracy, currency, and alignment with best practices.
Review and Update Procedures
Documentation of Revision Dates
Each course includes the most recent publication, revision, or review date within the course documentation and/or course description.
This ensures participants can easily verify the currency of the content.
Frequency of Review
- Courses in rapidly changing subjects are reviewed at least once per year by a subject matter expert.
- Other courses are reviewed at least every two years to confirm accuracy, relevance, and effectiveness.
Content Updates
Courses will be revised as soon as feasible following changes to relevant codes, laws, rulings, decisions, interpretations, technology updates, etc.
Updates are implemented promptly to ensure participants have access to the most current information.
Documentation of Updates
All revisions are documented in an internal Course Update Log, including the date of review, the reviewer’s name, and the nature of any updates.
Quality Assurance
All updates are reviewed for instructional design, clarity, and alignment with learning objectives.
Participants are notified of major content revisions where applicable (e.g., through course platform announcements or update notes).
Compliance and Accountability
The Program Administrator (or equivalent compliance officer) is responsible for ensuring that all courses adhere to this policy.
Review and update records are maintained in accordance with the Record Retention Policy (Standard 24).
Record Retention Policy
Purpose
This Record Retention Policy establishes procedures to ensure that My Online Training Hub maintains all documentation required by the NASBA Statement on Standards for Continuing Professional Education (CPE) Programs, specifically Standard No. 24 and related subsections for QAS Self Study and Nano Learning programs.
Policy Statement
My Online Training Hub shall retain all records related to the development, delivery, administration, completion, evaluation and CPE credit determination of CPE programs for a minimum of five (5) years from the date CPE credit is issued to the participant, or from the final date the program is offered, as applicable.
These records will be maintained in a secure and retrievable manner, whether in electronic or physical form.
Records to Be Retained
In accordance with NASBA Standard No. 24, My Online Training Hub will retain the following documentation:
Program Development
- Word Count Formula calculations and supporting documentation for the data used in the Word Count Formula (for example, word count; number of review questions, exercises, and final examination questions; duration of audio or video segments, or both, if applicable; and actual calculation)
- Names and professional credentials of all authors, instructors, developers, and reviewers
- Copies of final program materials, including course videos, scripts or transcripts, downloadable files, workbooks, examples, exercises, and any other instructional materials made available to participants.
- Copies of all final qualified assessments, correct and incorrect answers, scoring keys, and passing score criteria
- Copies of all review questions, evaluative and reinforcement feedback
- Evidence that program materials were developed and reviewed by qualified parties, including reviewer approvals, review checklists, sign-off records, resumes, biographies, licenses, credentials, or other documentation supporting the qualifications of authors, developers, instructors, and content reviewers.
- For CPA or tax attorney authors/instructors/reviewers of accounting, auditing, or tax programs: State of licensure, license number, and license status
- For enrolled agents acting in these capacities for tax programs: Enrolled agent number
Program Participation Records
- Participant names and contact information
- Dates of program start and completion
- Logs of participant engagement in a program
- Completed final assessments and results
- Number of CPE credits earned
- Participant evaluations or feedback surveys
- Copies of, or data sufficient to reproduce, issued CPE Certificates of Completion.
Program Offering Information
- Dates and locations (e.g. URL or electronic learning management system platform) of each program offering
- Version control information for each course (edition numbers, release/revision dates)
Program Descriptive Materials
- Course announcements, marketing materials, and website descriptions used to promote the program
- Learning objectives, program content outlines, and field(s) of study designations
Record Storage and Security
All records are stored securely in electronic format. Access to records is restricted to authorized personnel responsible for program administration and NASBA compliance. Electronic files are backed up regularly and stored in multiple secure locations to prevent data loss.
Record Destruction
At the conclusion of the five-year retention period, records will be reviewed for continued relevance. Records no longer required will be securely destroyed to protect participant confidentiality. Electronic records will be permanently deleted from storage systems, and physical records, if any, will be shredded.
Compliance and Review
The Program Administrator (or equivalent compliance officer) is responsible for ensuring adherence to this policy. This policy will be reviewed annually and updated as needed to maintain alignment with current NASBA Standards.
Internal Policies
My Online Training Hub maintains internal policies and procedures for CPE program content development, content review, learning objectives, knowledge levels, course updates, and record retention in accordance with NASBA Standards.