Student Complaints
The state must have a process to review and appropriately act on complaints concerning the institution. What process has your institution put in place to resolve student complaints?
Our school has quarterly student surveys that allow the students the opportunity to voice their opinions.
Our institution provides the information to our students in the campus catalog. It is clear, accessible, and simply written to ensure that the road to complaint resolution is as uncomplicated as possible.
I think that in every school there should be a position to work with students and their complains and also to explain to students what is the appropriate method for voicing their concern and act as a mediator
My institution has implemented a few different processes in order to ensure compliance. Those things include listening to phone calls after they are completed and reviewing them in order to ensure that they are staying compliant. Another way is by handing out scripts with frequently found topics that could be considered questionable when it comes to compliance.
We have our students fill out a form and talk to the director and education manager for complaints.
We Have the 3 step program were students will be consulted with the process
Yassmin,
It is great that student complaint processes are discussed at student orientation this allows the students to better understand that your college is up front about your protocols and that you care about your students feelings and concerns.
Cindy Bryant
Margie,
I really like the idea of addressing the student complaints in such an immediate time frame. It is very important that the resolution is shared with everyone, this allows all parties to understand the issues that the campus deals with on a daily basis.
Cindy Bryant
Students may place a complaint through a referral form. These are collected on a daily and resolved immediately. All cmplaints are reviewed by the campus Director and a resolution is shared.
I think discussing this matter at orientation with the students is awesome. This way they'll know the process and know what to do should an issue arise.
We have created a chain of command. If a student is having an issue, she is to discuss the issue with the instructor first. If the issue is not resolved, the student is to meet with the DON assistant, then the DON followed by a meeting with the student, staff and owners.
Quinne,
Hi! Did you feel that the anonymous surveys help to impact policy and procedures on the campus?
Cindy Bryant
My previous institution would rely on student feedback and anonymous surveys taken from students to identify any complaints so they could be addressed.
I agree that having clear and concise compliant policy is critical to the success of the school, so to avoid a lawsuit
Janel,
Hi! Dependent upon your accrediting body your complaint policy could vary. Most accrediting agencies have very similar policies that require their institutions to publish the complaint policy in the catalog (which you do) document complaints in writing, resolve complaints in a timely fashion. Sounds like you are taking care of these elements in order to stay in compliance.
Cindy Bryant
At our institution we follow guidelines set by our accrediting body. We first like to follow the chain of command within our academy to ensure that we fully understand the complaint and work effectively and efficiently to resolve the issue and make our academy a great place to learn. If the student feels that we did not adequately handle their complaint we do offer complaint procedures in the Student Catalog which is given to them at our Admissions meeting and in our Student Handbook which is given to them after the enrollment process at our orientation. The information is readily available to our students at any time.
Our institution currently uses our accreditation standards and our regulations. Student is encouraged to follow the chain of command, beginning with their instructor.
Ar our institution, we do two things. One we hace monthly evaluations in each class for the students so they can write down anything complsints they may ahve and it is dicussed as a group with each class that way all the students head as well as the instructors. the other thing we have in place that is set in our rules and regualtions is a chain of command. Any legitimate complaint that a student may have needs to be directed to the director in writing. it is then reviewed in 30 days and the out come is discusssed with the student.
Our school's first step was to work with our CIE liaison during the probationary license stage of our school. We have not had any complaints, however, there is a clear mechanism in place if one is encountered. The processes is as follows:
- Record in writing the nature and exact details of the complaint.
A copy of the written complaint will be shared with all involved parties.
A physical, virtual, or telephonic meeting will be arranged within two (2) business
days of the official registration of the complaint.
Every effort will be made to reach consensus among the parties. If agreement cannot be reached our school will, at its expense, retain a certified conflict mediation specialist and abide by his/her recommendations.
In case of unresolved conflict, contact the commission for Independent education,
325 W. Gaines St, Suite 1414, Tallahassee FL, 32399-0400.
Toll-free telephone: (888) 224-6684
The CIE team believed this approach was fair to both school and student, and has approved it annually as part of our license.
