Policy

Complaints and Concerns

Effective date: October 11, 2026 · Last updated: October 11, 2026

Instupituous, LLC, doing business as Operant Learner, wants to hear about any problem with a course, an instructor, a certificate, a purchase, or how you were treated. This page explains how to raise a concern and what happens next.

1. How to submit a complaint

Send your complaint in writing to our ACE Coordinator, Linda Hernandez, BCBA. The quickest way is the online form below; you can also email or mail it.

ACE Coordinator: Linda Hernandez, BCBA, Instupituous, LLC (dba Operant Learner)

Online: the form in section 2 of this page

Email: duanne@instupituous.ai (subject line: "Complaint"; forwarded to the ACE Coordinator and logged)

Mail: 57556 Twentynine Palms Hwy PMB 145, Yucca Valley, CA 92284

Telephone: (760) 278-1034 (we will ask you to confirm a phone complaint in writing)

Please include:

your name and the email address on your account;
the course name and the date you took it;
what happened, and any supporting details (screenshots, certificate number); and
what outcome you are asking for.

Complaints about continuing-education requirements (for example, a certificate that is missing information, or an event that did not match its description) are handled by the same process.

2. Submit a complaint online

Your complaint goes to the ACE Coordinator and to the owner of Operant Learner, and is kept on file for at least three years.

Your name

Email address

Use the address on your account if you have one. We reply here.

What is it about?

Course name (if any)

Date you took it (optional)

What happened?

At least 20 characters. Please do not include client or patient health information.

What outcome are you asking for? (optional)

3. How we respond

Acknowledgment: we confirm we received your complaint within 5 business days.
Review: the ACE Coordinator reviews the complaint, the course records, and, where relevant, asks the instructor for a response.
Written response: we send you a written response within 30 days of receiving the complaint, explaining what we found and any action taken (for example, a corrected or replacement certificate, a course correction, or a refund under our Refund Policy). If we need more time, we will tell you why and when to expect an answer.
Records: we keep a record of each complaint and how it was resolved for at least three years.

Raising a concern in good faith will not affect your access to courses or your certificates.

4. If your complaint is not resolved

For continuing-education and professional-development events offered under the Behavior Analyst Certification Board's (BACB®) Authorized Continuing Education (ACE) program: if your complaint is not sufficiently resolved by the ACE Coordinator, you may file a Notice of Alleged Violation against the ACE Coordinator with the BACB.

Information on reporting to the BACB: Reporting to the BACB (bacb.com).

Under BACB rules, a complaint about an ACE event must first be submitted in writing to the ACE Coordinator, as described in section 1, before a Notice of Alleged Violation is filed.

California residents may also contact the Complaint Assistance Unit of the Division of Consumer Services of the California Department of Consumer Affairs, in writing at 1625 North Market Blvd., Suite N 112, Sacramento, CA 95834, or by telephone at (800) 952-5210 (Cal. Civ. Code §1789.3).

5. Other concerns

For privacy questions, see our Privacy Policy. For accessibility barriers, see our Accessibility Statement. Anything else can go through the form above or to the same email address.