Consumer service and handling of complaints
An open listening point for everyone, citizens and members alike: here you can ask for information about the profession and the standards that EMCC Italia requires of its members, or report on the conduct of a member that you believe does not comply with the Code of Ethics.
The office is established under Law 4/2013, Article 2, paragraph 4. Each request receives a confirmation of receipt and is examined with care, confidentiality, and impartiality.
What the counter is for
The service is open to everyone, and in two directions: to the citizen who has turned to a professional or is considering doing so, and to the partner who believes that a colleague has not respected the Code of Ethics, The Global Code of Ethics that everyone signs at the time of registration. The law entrusts the office with two tasks, and these are the two reasons why you can contact us.
Understanding the profession and its standards
What coaching, mentoring and supervision mean to EMCC, what you can expect from a course and what does not fall within these professions.
We also explain the standards that EMCC Italia requires from its members: adherence to the Code of Ethics, individual qualifications and ongoing training, so you have concrete criteria to evaluate who you can entrust your business to.
Report any non-compliant behavior
If you have received a professional service from an EMCC Italy member and believe that their conduct did not comply with the Code of Ethics, you can contact the office and file a complaint. For you, this is the protection provided for by Article 27 ter of the Consumer Code.
The same procedure is open to members: anyone who is a member and believes that a colleague has not adhered to the Code of Ethics should report it to the reception desk, using the same address and the same procedure.
In the following section you will find how it works, step by step.
For both of these things, there is only one reference: sportello.consumatore@emccitalia.it. Writing does not commit you to anything, and a request for clarification is as welcome as a formal report.
If, however, you want information on how to become a member, on the odds or on the EMCC qualifications, the reference is not the helpdesk: you find who to write to in the Contact page.
How a complaint is handled
All associates sign the Code of Ethics upon registration, and with it the commitment to be accountable for their professional conduct. A complaint is therefore not an act of hostility: it is the instrument that makes that commitment verifiable.
Management is entrusted to two separate bodies, because those who evaluate conduct do not coincide with those who decide the consequences.
The Probiviri
They are the body that oversees the application of the Code of Ethics. They examine the report, assess its merits, and transmit their findings to the Steering Committee.
The Steering Committee
It operates to manage complaints and any sanctions, based on the instructions of the Probiviri, and communicates the outcome to the interested parties.
The steps of the procedure
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1
Send the report
Write sportello.consumatore@emccitalia.it describing the facts and in what you believe the conduct departed from the Code of Ethics. You may attach documents to support your claim.
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2
Receive confirmation of receipt
Within 72 hours you receive an email confirming that the report has been taken over. It is a confirmation of receipt, not yet an assessment of its merits.
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3
The Probiviri are examining the case
They will review what you have written and the attached documentation, and may ask you and the person you have reported as having the right to present their own position for clarification.
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4
The Steering Committee announces the outcome
After receiving the opinions of the Probiviri, the Steering Committee takes the appropriate decisions, including any sanctions, and communicates them to the involved individuals.
What is needed for a useful report
- The name of the person to whom the report refers and what role you have had with them, as a client, as a colleague, or in any other capacity.
- What happened, with dates and facts as precise as possible.
- Which points of the Code of Ethics do you believe have not been respected, also described in your own words?.
- Any useful documents: email exchanges, materials, agreements.
A limit to be aware of: the report must be submitted within six months of the end of the professional relationship to which it relates. If you have any doubts about the timing or how to describe the facts, please write to sportello.consumatore@emccitalia.it, We'll help you understand how to proceed.