Code of Ethics

When companies or individuals join ILDA, they agree to abide by the Code of Ethics. This requires all Members to treat each other and the public in a fair, safe and professional manner. In the event of a dispute, the ILDA Ethics Committee can act to reach a fair settlement.

This page (below) contains the following sections:

• Code of Ethics text

• How the Code of Ethics helps protect consumers

• How to file an ethics complaint

• What happens next (complaint-handling process)

You may also want to refer to the Code of Business Practice. This is a subset of the Code of Ethics, which gives more detailed requirements and guidance in some specific areas. Because it is a subset, violations of the Code of Business Practice are handled in the same way as violations of the Code of Ethics.

CODE OF ETHICS  (Article VI, Sections 3 and 2 of the ILDA Bylaws)

HOW THE CODE OF ETHICS HELPS PROTECT CONSUMERS

The ILDA Code of Ethics governs how ILDA Members should treat each other, and their customers and clients. If you are buying from an ILDA Member, here's how it can help.

• Living up to the Code means that a company pledges to accurately represent its products and services.
• If there is a problem, the company will work with you to resolve the problem.
• If you and the company still cannot resolve it, then you can file an Ethics Complaint with ILDA. We will then work to resolve the problem to everyone's satisfaction.

Fortunately, the majority of cases end happily, with the customer/client being satisfied with the outcome. But in the few cases where a company has continued to violate the Code, ILDA has temporarily or permanently removed the company as an ILDA Member.

This is important: If a company is not listed in our current, online membership list, but they still use the ILDA Member logo, you should be wary -- the Code of Ethics would no longer apply.

Please note that the Code governs a Member's business behavior. It is NOT a warranty that the product complies with any particular quality level or standard. It is still up to you to decide if the Member's product meets your needs.

HOW TO FILE AN ETHICS COMPLAINT

ILDA handles complaints made against current ILDA Members. Note that Members cannot complain against non-Members. All complaints must assert or imply a violation of one or more of the items listed in the Code of Ethics.

Before contacting ILDA, attempt to resolve the situation with the ILDA Member company.

If you have a general or preliminary question about the situation, feel free to contact the Ethics Committee chair directly, by phone, e-mail, fax or postal mail. Official complaints must be in writing (e-mail, fax or postal mail). Send the information requested below directly to the Ethics Committee chair and to ILDA's Executive Director.  (See the committee page for name and contact e-mail. If you need the phone number or postal address, look up the committee chair's listing in the ILDA Membership Directory.)

1. Who you are (or who do you represent) and which ILDA Member is the object of the complaint?
    
2. Is there a contract, what does it actually say, and what were you told or promised?
    
3. What happened and what is the reason for the complaint? The complaint should be based on one or more of the items listed in the Code of Ethics.
    
4. Whether the complaint is based on objective evidence and verifiable facts, or subjective impressions or opinions. Describe or include copies of any evidence or include comments from other people who share your views of the situation.
         If you include physical photos (as opposed to JPEG files), please enclose two copies of each one. We recommend sending copies rather than original documents or photos, as ILDA cannot be responsible for returning submissions.
    
5. Clearly and briefly explain who was harmed, in what way, and to what extent (in terms of expectations, financial harm, reputation, goodwill or other).
    
6. Explain what resolution to this problem, you would consider to be satisfactory.

 

WHAT HAPPENS NEXT (COMPLAINT-HANDLING PROCESS)

     0. Before any official action, the Ethics Committee may optionally make informal contacts with the affected parties, in order to help clarify or resolve the situation. These optional informal contacts may be made by methods such as telephone, email or even in-person visits if location allows.

     1. The Ethics Committee Chair shall mail a copy of the complaint as received to the Member(s) whom it is voiced against (“Complainee”), along with a letter stating that the Member has 30 days in which to resolve the complaint. The complaining party (“Complainant”) is simultaneously notified via a second letter that the complaint has been forwarded to the Member for response, and that ILDA will contact the Complainant again after 30 days to see if the dispute has been resolved. (All official communications should be made by postal letter and at least one other written method such as email or fax.)

     2. After the 30 days has passed, the Chair shall contact the Complainant via letter, asking if the complaint has been resolved to their satisfaction, or if satisfactory progress towards a resolution is being made. The letter includes a request for the Complainant to respond to the Chair within 30 days.

     3. At the conclusion of the second 30 day period, or at such time as the Complainant responds (whichever comes first);

     (a) If the Complainant reports that the issue has been resolved, all correspondence and paperwork relating thereto shall go into the Ethics Committee Historical Reference Files, but NOT into the Complainee’s Complaint File. As far as any inquiries regarding the Complainee(s) involved, the complaint never existed.
     (b) If the complaint is not resolved but is in the process of being resolved, the ILDA agent will contact the Complainant each 30 days to verify satisfactory progress.
     (c) If the complaint is neither resolved nor satisfactory progress toward resolution being made, a letter shall be sent to the Complainee(s) requesting that they issue a letter or statement to ILDA within 30 days stating “their side of the story”. After this 30 day period, or upon receipt of the Complainee’s statement, the original Complaint and Complainee’s response(s) are placed into the Complainee’s Complaint File, until such time as the dispute is settled, or the Ethics Committee uses it’s discretion to remove the information and place it into the Ethics Committee Historical Reference Files.

     4. A Complainee may, at any time, request the Complainant to issue a written statement to ILDA verifying resolution of the complaint. Upon receipt of such statement, ILDA will remove the complaint and response from the Complainee’s File.

     5. Disputes between Members will be handled in the same way as complaints except that such information will not be made part of the “Complaint Files” which are made available to non-Members.

     6. Any party involved in a complaint who is not satisfied with the committee ruling, may appeal to the Ethics Committee for re-consideration of the complaint only upon submission of significant and revealing new evidence or material.

     7. The Ethics Committee may, at any time, consider special circumstances or use it’s discretion to allow something to be withheld from or placed into a Members’ Complaint Filed. The committee will attempt to resolve outstanding issues directly with the Member(s) involved.

     8. Any complaints regarding Ethics Committee conduct should be directed to and handled by the Board of Directors.

NOTE: The Ethics Committee may request due to special circumstances, a faster response than the 30 day periods outlined above. The faster response period shall state the requested deadline. The deadline shall not be shorter than 10 days (e.g., between 10 and 30 days).