File a Complaint

Complaints against an Accredited or Approved Adoption Service Provider

To submit a complaint against an Accredited or Approved Adoption Service Provider, visit the Intercountry Adoption Complaint Registry.

Complaints against IAAME

Policy

Applicants for accreditation or approval (initial applicant), accredited agencies (agency) and approved persons (person), or other IAAME stakeholders may submit a written complaint to IAAME related to IAAME’s provision of accreditation and approval, and oversight and monitoring services (accrediting entity services). Pursuant to 22 CFR Part 96.71(e), IAAME does not take action to discourage or retaliate against an individual for making a complaint, expressing a grievance, questioning the conduct of, or expressing an opinion about the performance of IAAME.

IAAME encourages individuals to discuss concerns related to IAAME’s provision of accrediting entity services with the staff member and/or supervisor of the staff member(s) involved prior to filing a written complaint. If this action does not result in a satisfactory resolution, the individual may submit a complaint in writing to the Interim Executive Director, including the name and contact information of the complainant, a description of the complaint, and any supporting evidence. Written complaints are submitted through the IAAME website via the Contact page. Complainants may also file a grievance if they are not satisfied with the response to the complaint.

Procedure

1) Within ten (10) business days of receipt of the written complaint, the Interim Executive Director, or designee, completes an initial review to ensure the complaint is related to IAAME’s provision of accrediting entity services.

a) If the complaint is not applicable, the Interim Executive Director, or designee, screens out the complaint and notifies the complainant via email that the complaint will not be accepted for review. b) If the complaint is applicable, the Interim Executive Director, or designee, contacts the complainant to acknowledge receipt and to collect any additional evidence determined to be needed.

2) Within ninety (90) business days of receipt of the complaint and all supporting evidence, the Interim Executive Director, or designee, reviews the complaint and provides the complainant with a response in writing.

3) If the Interim Executive Director, or designee, requests additional evidence from the complainant, and it is not provided within the specified period of time, the Interim Executive Director, or designee, renders a response based on the review of available evidence.

4) If the complainant is not satisfied with the response, the complainant may file a written grievance with the Chairperson of the IAAME Board of Directors. The grievance must be filed within ten (10) business days of the date of the response letter. Written grievances are submitted through the IAAME website via the Contact page.

5) Within thirty (30) business days of receipt of the grievance, the Board Chair reviews the complaint, the response, the grievance, and provides a final decision in writing to the complainant.

6) If the complainant is not satisfied with the final decision, the complainant is directed to contact the Department of State via: AdoptionOversight@state.gov.