CLSS™ Complaint Procedure

Birthwork Institute™ is committed to maintaining high professional and ethical standards for all CLSS™ certificants and for the certification process itself. To uphold these standards, the Institute provides a mechanism for individuals to submit formal complaints related to certificant conduct, the certification process, or any aspect of the administration of the CLSS™ credential.

Purpose

The purpose of this policy is to outline how complaints may be submitted, reviewed, and resolved in a fair, respectful, and timely manner. The process is designed to promote transparency, accountability, and trust in the CLSS™ certification program.

Scope

This procedure applies to complaints concerning:

• Certified Lactation Support Specialist™ (CLSS™) certificants, including alleged violations of the Code of Ethics or Standards of Practice;
• Birthwork Institute™ certification staff or representatives;
• The fairness, accessibility, or integrity of the certification process.

Submitting a Complaint

Complaints must be submitted in writing via email. The complaint should include:

• The name and contact information of the complainant;
• A clear description of the issue or alleged misconduct;
• Any supporting documentation or evidence available.

Anonymous complaints may be considered at the discretion of Birthwork Institute™, depending on the credibility and specificity of the information provided.

Complaints may be submitted to: complaints@birthworkinstitute.com

Review and Resolution

Upon receipt, the complaint will be reviewed by Birthwork Institute™ to determine whether it falls within the scope of this policy. If it does, the Institute will take appropriate steps to gather information, assess the situation, and determine a course of action.

When relevant, the certificant or party named in the complaint will be informed and given an opportunity to respond. Birthwork Institute™ strives to handle all complaints with fairness, discretion, and respect for confidentiality.

Possible Outcomes

Depending on the nature and findings of the review, Birthwork Institute™ may:

• Provide clarification or mediation between parties;
• Issue recommendations or corrective actions;
• Refer the matter to a disciplinary review process;
• Determine that no further action is required.

Confidentiality

All complaints and related materials will be handled confidentially to the extent possible. Information will be shared only with those directly involved in reviewing and resolving the matter.

Continuous Improvement

Birthwork Institute™ values feedback and views the complaint process as an opportunity to strengthen the CLSS™ certification program and its commitment to fairness, impartiality, and professional integrity.

Last updated: December 2025