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How to File a Complaint with IADA

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We take concerns about our members seriously. If you’ve experienced or witnessed something that may violate the International Assistance Dog Alliance (IADA) Standards, ethics, or policies, here’s how you can let us know.

 

Step 1 – Talk to the Organization First

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  • All IADA Member and Candidate organizations must have their own complaint process.

  • Please try to resolve your concern directly with them before contacting IADA.

  • If they don’t respond, refuse to follow their policy, or you still don’t have a resolution after 30 days, or has to deal with and IADA team member please bring it to us.

 

Step 2 – Check if It’s Something IADA Can Review

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We can look into complaints about:

  • Failure to follow the organization’s own grievance process

  • Violations of IADA Standards or ethics

  • Mistreatment of animals or unsafe handling

  • Unfair or unethical treatment of clients

  • Misconduct or misrepresentation

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We cannot review:

  • Employment disputes

  • Decisions about who gets a dog (unless standards were violated)

  • Anonymous complaints with no supporting information

 

Step 3 – Send Us Your Complaint

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Your written complaint must include:

  • Your name, address, phone number, and email

  • The name of the organization or person involved

  • What happened, with dates and details

  • Any documents, photos, or witness statements that can help us understand the situation

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Step 4 – What Happens Next

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  1. We’ll confirm we got your complaint within 10 business days

  2. We’ll check if it meets our requirements

  3. If accepted, we’ll send it to the organization for their response (they have 30 days)

  4. We’ll keep a record for review during their next evaluation

  5. If there’s evidence of serious harm, we may act immediately, including suspending membership or contacting authorities

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Step 5 – Stay Updated

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  • We’ll keep you informed as your complaint moves through the process

  • All information is kept confidential unless there’s a legal or safety reason to share it

 

Our goal is to make sure assistance dog organizations follow fair, ethical, and safe practices for both people and animals.

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