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Complaints and grievances

Adopted: March 2026 Responsible party: AgenticAdvertising.org program leadership

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Purpose

Any learner or stakeholder may raise a concern about the AdCP certification program. This policy describes how complaints are filed, investigated, and resolved.

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How to file a complaint

Email certification@agenticadvertising.org with the subject line “Certification complaint” and a description of the concern.

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What qualifies

  • Assessment fairness concerns
  • Accessibility issues
  • Content accuracy disputes
  • Conduct issues
  • Privacy concerns
  • Any other matter related to the certification program

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Timeline

StepTimeframe
Acknowledgment of receipt2 business days
Investigation10 business days
Resolution20 business days

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Resolution

A complaint is considered resolved when the program has investigated the concern and communicated the outcome to the complainant. Possible outcomes include: corrective action taken, curriculum updated, policy clarified, or concern determined to be unfounded with explanation provided. If the complainant disagrees with the resolution, they may request escalation.

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Escalation

Internal: If a complaint is not resolved satisfactorily, learners may escalate to AgenticAdvertising.org leadership by replying to the resolution email with a request for escalation. Leadership will review within 10 business days. External: If internal resolution is unsatisfactory and the complaint involves accreditation standards, learners may contact the relevant accreditation body directly.

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Confidentiality

Complaints are handled confidentially. Only those directly involved in the investigation have access to complaint details.

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No retaliation

Filing a complaint will not affect a learner’s certification status, progress, or access to program materials.

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Record keeping

All complaints and resolutions are documented and reviewed quarterly to identify systemic issues and drive program improvements.