The Southern Association of Colleges and Schools Commission on Colleges (SACSCOC) requires its Accredited Institutions to have in place a public complaint policy and procedure that are reasonable, fairly administered, and well-publicized. The Commission also requires, in accord with federal regulations, that each institution maintains a record of complaints received by the institution. This record is made available to the Commission upon request. This record will be reviewed and evaluated by the Commission as part of the institution’s decennial evaluation.
The institution is required to have adequate procedures for addressing public written complaints, and is responsible for demonstrating that it follows those procedures when resolving complaints. This policy also addresses who is responsible for maintaining the relevant files.
President’s Cabinet and All Applicable Department Directors
Communicating Public Concerns / Complaints
Any concern and/or complaint from the public should be communicated through the ‘Contact Us’ form on the institution’s website. In the comment section of the form, the person submitting the complaint should start the comments with “Public Concern/Complaint”. If the person wanting to communicate a complaint contacts the institution over the phone, the person handling the call should direct them to the above-mentioned section on the website so that a written record is made available. These complaints will be forwarded by the webmaster to the Senior VP for Business Administration (SVPBA). The SVPBA will acknowledge receipt of the communication to the email address provided for the person submitting the complaint within three business days of the SVPBA receiving it. The SVPBA will communicate with the appropriate office at the institution that will handle the complaint. The institution will work to address the complaint within a timely fashion, and communicate the institution’s position to the person submitting the complaint. The goal, when possible, is to arrive at a solution that falls within the mission of the institution and alleviates the concerns of the individual making the complaint.
Retention of Records
The SVPBA will retain a copy of the written complaint and documentation on the institution’s response for a period of five years.