ACCREDITING COMMISSION FOR COMMUNITY AND JUNIOR COLLEGES
Western Association of Schools and Colleges

STUDENT AND PUBLIC COMPLAINTS AGAINST INSTITUTIONS

(Adopted June 1972, Revised January 1984, January 1993, edited October 1997,
Revised June 2001; Edited August 2007)

 Accreditation by the Western Association of Schools and Colleges is an expression of confidence that an institution is satisfactorily achieving its objectives, and that it meets or exceeds the Commission's standards and abides by Commission policies.  The Commission is concerned with institutional integrity and with performance consistent with Commission standards and policies.  While it cannot intervene in the internal procedures of institutions or act as a regulatory body, the Commission can and does respond to complaints regarding allegations of conditions at affiliated institutions that raise significant questions about the institution's compliance with the standards expected of an accredited institution.

The Commission does not consider allegations concerning the personal lives of individuals connected with its affiliated institutions.  It assumes no responsibility for adjudicating isolated individual grievances between students, faculty, or members of the public and individual institutions.  The Commission will not act as a court of appeal in matters of admission, granting or transfer of academic credit, grades, fees, student financial aid, student discipline, collective bargaining, faculty appointments, promotion, tenure and dismissals or similar matters.

Complaints are considered only when made in writing, when the complainant is clearly identified, and the complainant’s address is included.  Substantial evidence should be included in support of the allegation that the institution is in significant violation of the Commission's standards and policies.  Such evidence should state relevant and provable facts.  The Commission requires that each affiliated institution have in place student grievance and public complaint policies and procedures that are reasonable, fairly administered, and well publicized.  The complainant should demonstrate that a serious effort has been made to pursue all review procedures provided by the institution.

When the Commission receives a complaint about a candidate or accredited institution, it reviews that information to determine if it is relevant to the compliance of that institution with Commission standards and policies.  If appropriate, such information may be referred to the institution and/or to the visiting team next scheduled to evaluate the institution.  The Commission at all times reserves the right to request information of an affiliated institution and to visit that institution for purposes of fact-finding, consistent with Commission policy.  If Commission investigation yields credible evidence that indicates a systemic problem that calls into question the institution’s ability to meet Commission standards and policies, the Commission may invoke the sanctions provided for in policy.

PROCEDURES

1.         Within ten days of the receipt of a complaint it will be acknowledged in writing and initially reviewed by the staff of the Commission.

It is the complainant's responsibility to do the following:

      a.     State the complaint in the clearest possible terms.

b.     Provide, in writing, a clear description of the evidence upon which the allegation is based.

c.     Demonstrate that all remedies available at the institution (grievance procedures, appeals, hearings, etc.) have been exhausted.  The complainant should describe what has been done in this regard.

d.     Acknowledge awareness that Commission staff may send a copy of the complaint to the president of the institution.

e.     Include name and address.

      f.      Sign the complaint.

2.   If the President or designee finds the complaint to be not within the scope of Commission policies and jurisdiction, the complainant will be so notified.  Individual complaints, whether acted upon or not by the Commission, will be retained in Commission files. 

3.   If the complaint appears to be within the scope of Commission policies and jurisdiction, and is substantially documented, a copy of the complaint will be forwarded to the institution's chief executive, who will be asked to respond to the President within thirty days.  The President will send a copy of the complaint and correspondence to the chairperson of the Accredit­ing Commission. 

4.   The Commission staff will review the complaint, the response, and evidence submitted by the institution's president, and will determine one of the following: 

a.     That the complaint will not be processed further.  The complainant will be so notified within ten days.

b.     That the complaint has sufficient substance to warrant further investigation (which may include referral to the Commission).  The Commission may request information of the institution and may visit that institution for purposes of fact-finding.  If Commission investigation reveals credible evidence that the institution is not meeting Commission standards and policies, the Commission may invoke the sanctions provided for in policy.  In the event of further investigation, the complainant will be so notified within ten days.

Although every effort will be made to expedite a final decision, it is not possible to guarantee a specific time frame in which the process will be completed.  If further investigation is warranted, the time required to conduct the investigation may vary considerably depending on the circumstances and the nature of the complaint.

5.   The complainant and the institution will be notified of the outcome of the review of the complaint. 

a.     If the complaint is investigated further, as in 4.b above, the complainant and the institution will be notified of the outcome of the investigation within ten days.

Prior to the Commission's disposition of the complaint, the institution will have an opportunity to respond in writing within thirty days to the findings of the investigation.  The complainant and the institution involved will be notified of the decision.  The decision as communicated by the President is final. 

b.     If the complaint was referred to ACCJC by another agency, that agency will receive copies of correspondence that state the outcome of the complaint within ten days.  

6.   The Commission will keep a record of student and public complaints against member institutions.  Commission staff will report to the Commission annually regarding the status and resolution of student and public complaints against member institutions.  At the time of an institution’s comprehensive evaluation, a summary of any complaints will be provided to the team chair for consideration by the evaluation team.
 
ACCJC Complaint Information Sheet and Complaint Form