Grievance Policy

PALS Doulas (PALS) supports its certified doulas as they grow and develop in their doula practice. We also take seriously the commitment a doula makes to adhere to our Standards of Practice and Code of Ethics when the doula is certified by PALS. The Scope of Practice and Code of Ethics define the doula’s role, and describe a duty both to clients and to the birth settings in which doulas work. PALS believes that when a doula practices within the scope, that doula can make an immeasurable impact for good in the birth experiences of families.

PALS strives to ensure a positive experience for clients and community members who interact with PALS certified doulas. If a client or care provider has an interaction with a PALS doula that they believe does not align with the Scope of Practice and Code of Ethics of the doula, they may file a grievance against the doula. PALS will review the grievance as outlined below. This process reflects both our commitment to our doulas and the community they serve by holding our doulas to the highest standards of professional conduct. We are pleased to say this policy is rarely required, but we offer it as assurance of the quality of care you can expect from a PALS certified doula.

Please note: PALS can only review grievances against doulas who are certified through PALS. There are birth attendants who are lay doulas or who are certified through other organizations. PALS does not have any influence over the conduct of doulas who are not certified through our organization.

Filing a Grievance

If a doula’s conduct is perceived to be outside the doula’s scope of practice, an interested party may file a grievance with PALS against the doula. PALS will collect information about the incident from both the person(s) filing the grievance and the doula. To file a grievance, please send the following information to the PALS President:

1. A written description of your expectations of the doula, the doula’s actions that led to the grievance being filed, and what contact (if any) you have had with the doula since you became dissatisfied with the doula.
2. Your contact information.
3. Whether or not you would like to be involved in an in-person meeting during the grievance investigation and evaluation. (This is not a requirement.)

The President of PALS, the Certification Lead, and additional members of the Certification and Executive Committees will review the grievance. PALS may require additional training or one-on-one mentoring of the doula to improve the doula’s skills. If circumstances warrant, PALS may also consider revoking the doula’s certified status.

Internal grievance processing information:

1. PALS President receives grievance and acknowledges receipt to filer
2. President discusses grievance with Certification Lead
3. President contacts the doula to:
   • Inform the doula that a grievance was filed
   • Ask the doula to write and submit an account of the birth/incident
4. Doula’s account of birth/incident is reviewed with Certification Lead
5. Doula is contacted with results of the review, including recommendations and/or requirements for maintaining certification
6. The filer of the grievance is contacted to explain how the grievance was resolved.