Comments and Complaints
The Commission has two means of hearing from students, employees and members of the public about its member institutions: (1) Comments and (2) Complaints. Both offer important opportunities for the Commission to hear directly from individuals about the quality of member institutions.
Neither the Comment nor the Complaint process is designed to offer a remedy for personal grievances. In no case are anonymous submissions accepted.
Neither the Comment nor the Complaint process is designed to offer a remedy for personal grievances. In no case are anonymous submissions accepted.
TIMING:
Comments are submitted only at the time of an institution’s comprehensive evaluation. (Consult the schedule of Upcoming Evaluations to see a list of institutions undergoing comprehensive evaluation.)
Complaints may be submitted at any time.
Complaints may be submitted at any time.
CONTENT:
Comments consist of observations, positive or negative, about the quality of a member institution and its programs, based on an individual’s experiences. They must be substantive but need not include evidence. Comments may be written or emailed; there is no prescribed format for submitting the information.
Complaints, on the other hand, are more formal expressions of concern regarding an institution’s compliance with the Standards for Accreditation. A Complaint Form exists to assist complainants with organizing complex information in the required manner. Complaints must meet five criteria to be accepted for consideration:
Comments consist of observations, positive or negative, about the quality of a member institution and its programs, based on an individual’s experiences. They must be substantive but need not include evidence. Comments may be written or emailed; there is no prescribed format for submitting the information.
Complaints, on the other hand, are more formal expressions of concern regarding an institution’s compliance with the Standards for Accreditation. A Complaint Form exists to assist complainants with organizing complex information in the required manner. Complaints must meet five criteria to be accepted for consideration:
- Focus on institutional conditions, not individual experiences;
- Cite specific Standards for Accreditation that may be violated and be supported by substantial evidence beyond general allegations;
- Indicate that a serious effort has been made to resolve the issue through the institution's internal procedures. (Complaints are not accepted from individuals in litigation with an institution.)
- Be signed and include permission to forward the complaint to the institution. (Anonymous complaints or requests to keep complaints confidential cannot be accepted.)
- Be submitted in a timely manner (Normally, the Commission will not consider matters that occurred more than three years prior to the filing of the complaint.)
PROCEDURE FOR HANDLING:
Comments are forwarded to the institution’s president, who has the opportunity to respond. They are then sent to the Commission, which considers them as part of its decision on the institution’s evaluation for accreditation. Normally, there is no further communication with individuals submitting Comments.
Complaints are reviewed to ensure that they meet the Commission’s formal criteria for consideration listed above. Consult the FAQs About Complaints to ensure that your concern meets the Commission's criteria. Individuals with remarks that do not meet the criteria for complaints are encouraged to submit those as Comments at the time of the institution’s comprehensive evaluation.
If the complaint meets the Commission’s formal criteria for consideration, it is forwarded to the institution’s president, who is asked to respond within 30 days. At its next regularly scheduled meeting, the Commission considers both the complaint and the institution’s response and determines whether or not further action is required. The complainant and the institution are notified in writing of the Commission’s decision in the matter.
If the complaint meets the Commission’s formal criteria for consideration, it is forwarded to the institution’s president, who is asked to respond within 30 days. At its next regularly scheduled meeting, the Commission considers both the complaint and the institution’s response and determines whether or not further action is required. The complainant and the institution are notified in writing of the Commission’s decision in the matter.
For further information, consult the policy and procedures for Third-Party Comments or the policy on Consideration of Complaints Made Against Affiliated Institutions. For guidance on filing either a Comment or Complaint, email Louise Zak or call 781-541-5413.
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