What to Expect After Filing a Code Complaint
After you have read the DSA Code of Ethics, have determined that you believe a Code violation has occurred and have filed a complaint, what can you expect?
Complaints are not reviewed by DSA staff; they go directly to DSA’s Code Administrator. This is to protect your anonymity and privacy in that the Code Administrator is not an employee of DSA or affiliated with any member company. He independently reviews and analyzes each complaint.
If you file your complaint electronically, you will receive an email confirming receipt of your complaint. You may also fax or mail your complaints to DSA and they will be immediately forwarded to the Code Administrator. Please make sure that all information is completed, including the distributor name and the name of the DSA member company.
Your complaint should include the following basic information:
- The date and details of the incident
- The parties involved
- If possible, identify the Code violation you believe has occurred
- Efforts you have made to resolve the matter
- List the amount and cost of product and, if relevant, include invoices or other supporting documents
- Any responses the other parties have made to resolve the matter
- The current status of the complaint
- How you would like to see the complaint resolved or remedied
Once the Code Administrator reviews your complaint, he will contact the company in question to determine if a breach has occurred. After communicating with the company, the Code Administrator will contact you, outlining his assessment of your complaint and determining the proper remedy.
Code complaints are handled with the goal of directly resolving an issue for a consumer or distributor/representative/consultant. If you do not want your identity revealed to the company in question, you may note this in your complaint. However, please know that this may make it impossible for the Code Administrator to resolve your issue with a specific determination and/or required action on the part of the company.
Within 30 days of the Code Administrator’s letter, you should be contacted by the company which, as a DSA member, must abide by the Code Administrator’s decision. If you do not hear from the company within 30 days, please contact the Code Administrator and he will make sure that your complaint is being addressed.
DSA does its best to ensure that your complaints are handled appropriately and expeditiously. If you have any further questions, please do not hesitate to contact DSA at (202) 452-8866.
