Complaints & Certification Review

The Lifesaving Society uses a Complaint and Certification Review process to address complaints, issues, or reviews related to a member's certification or conduct.  

A review can be conducted on affiliates as well as individuals holding leadership roles (e.g., instructors, examiners, or trainers) or other awards (e.g., lifeguards). We use this process to maintain a clear and consistent approach to addressing complaints and issues that are brought forward and to ensure that the actions taken meet the Society’s policies, standards, and values. 

The Process and Guiding Principles

A Complaints and Certification Review consists of 2 stages: an investigation, where more information surrounding the complaint is gathered, and a review. 

Five guiding principles are used throughout the review process to maintain accountability and integrity.  

• Fairness: an unbiased and impartial approach will be used – all sides should be heard. 

• Transparency: communication will remain open and clear. 

• Consistency: the decisions made will align with Society policies, standards, and past precedents. 

• Professional Judgment: the decisions made will be thoughtful, deliberate, and focused on ensuring fairness and ethics. 

• Public interest: all individuals involved will act in a way that maintains and protects the trust of the public and the integrity of the Society. 

Confidentiality is maintained throughout the review process. A complainant will not be notified of the outcome of a review, and the member at the focus of a review will not be told the identity of the complainant.  

Submitting a Complaint

It is preferred that complaints be submitted in writing via email to experts@lifesaving.org, but we still encourage anyone to contact us by phone, letter, or other means.