Complaints
COMPLAINTS AGAINST ICHE INSTITUTIONS
The procedures established for reviewing and resolving complaints are in place to ensure integrity in the grievance process. Complaints will be accepted by the Council from individuals or groups, including students, staff, faculty, members of the general public, governmental agencies, and other institutions or organizations. The Council reviews complaints and acknowledges its responsibility to provide both the complainant and the institution with a reasonable and impartial review.
Whenever possible, the Council expects complainants and institutions to demonstrate genuine effort in resolving disputes directly using the institution’s internal grievance procedures. All institutions are required to have a formal grievance procedure for this purpose, which must be published in the institution’s catalog and/or student handbook. Complaints will be evaluated, in part, based on whether the complainant has demonstrated an effort to use the appropriate procedures.
COMPLAINT PROCEDURES
When evaluating complaints, ICHE staff will review statements and documentation submitted by the complainant and will decide whether the complaint warrants further investigation. To make this determination, staff will consider the full circumstances of the information received, including (but not limited to) the following:
Whether the complaint relates to an institution currently accredited by ICHE or one which has formally applied for ICHE accreditation;
Whether the allegations constitute a possible violation of the Accreditation Criteria or state/federal law;
Whether the institution’s published policies provide insight into the issue and/or possible ways to resolve it; and
Whether the complainant has made a genuine effort to resolve the problem through the institution’s established grievance procedure.
Depending on the outcome of the review, staff may decide that ICHE is not in a position to resolve the matter or that the complainant must provide more information before a decision can be made. The complainant will be notified of the determination in writing.
If staff decides that the complaint requires further investigation, a copy of the written complaint will usually be sent to the institution which will receive written direction to respond to the allegations. The complainant will be notified of any determination in writing. If the complaint has been submitted anonymously or if the complainant asks not to be identified, Council staff may send either an edited version of the complaint or a summary of the complainant’s allegations.
When the institution’s response is received, staff will review it to ensure that the institution has responded to all allegations made in the complaint. The staff will review the institution’s response and evaluate its compliance with the Accreditation Criteria. The historical record of complaints against an institution may be considered when reviewing allegations against it.
COUNCIL ACTION
The staff may then direct any of the following actions:
Close the complaint and indicate that no determination has been made that the institution has violated the Accreditation Criteria;
Postpone a final action on the complaint if more information is necessary to make a determination;
Postpone a final action on the complaint if there is sufficient evidence that the institution is making progress to rectify the situation; and
Notify the institution of the Council’s determination that it is failing to meet the accreditation standards, based on the information available. The Council will take appropriate action to ensure that an institution is in compliance.
Written notice of the above actions will be sent to the institution and the complainant.
TIME FRAMES
Institutions will be allowed a reasonable time frame-usually 21 days-to respond to a complaint. If a response has not been received by the assigned date, a second notice may be sent. Should staff require additional information to render a decision, the institution and/or complainant will be asked to provide the information within a reasonable time frame. Turnaround time is generally about 60 days, but this can vary, based on the thoroughness of the institution’s response, the amount of follow-up work required, and other circumstances.
COMPLAINTS AGAINST THE COUNCIL
A complaint may be filed against the Council.
Any questions on procedures can be directed to Complaints@icohe.org.