2.I.1 Complaint/Grievance Procedure
The purpose of the Learner Complaint Policy is to provide a process for learners to seek resolution of a dispute or complaint. Most issues can be resolved through discussion with faculty or a Success Advisor. Learners have the right to seek help or resolution if they feel that they have been unfairly treated based upon the policy and procedures of the University and were unable to resolve the situation. Learners must submit their complaint to the University Review Committee (URC) at urc@nexford.org, and should include the following information:
- Thoroughly describe the complaint
- Identify steps taken to resolve the issue
- Provide any additional supporting documentation
When complaints are received, by the URC, the Committee will investigate the complaint and render a decision to the learner within 5 business days of receiving the complaint.
Grievance Policy
In the unlikely event that the learner’s complaint was not resolved to their satisfaction, the learner should submit a grievance to the Chief Academic Officer (CAO) at grievance@nexford.org. The grievance should include all documentation and attempts to resolve the situation including the URC decision. The CAO will investigate the grievance and communicate with the appropriate learners and employees to address the problem as warranted.
Resolution of the grievance will occur once the final response or outcome is determined. The learner who filed the grievance will be notified of the decision of the CAO.
Complaints
CAO decisions are final. For issues that cannot be resolved directly with Nexford, learners may file a complaint with the District of Columbia Office of the State Superintendent of Education, Higher Education Licensure Commission, following the instructions on its website, Office of the State Superintendent of Education or by telephone at 202-727-6436.
Pursuant to DC Official Code §38-1306(c)(4) complaints may be filed with the Higher Education Licensure Commission (HELC, Commission) against postsecondary educational institutions operating in the District of Columbia. Consumers who have experienced a violation of the HELC statute or regulations should complete this form and submit all supporting documents. This form must be signed and dated by the individual making the complaint and should be mailed:
Office of the State Superintendent of Education
Higher Education Licensure Commission
1050 First Street, NE, Fifth Floor
Washington, D.C. 20002
Complaints are made available to the institution/alleged violator so that they may file a response to the allegations. The HELC cannot respond to anonymous complaints. Investigation and resolution of complaints take varying amounts of time. Upon completion of an investigation, the complainant will receive notice of any proposed actions.
Learners may also contact the Distance Education Accrediting Commission (DEAC) to file a complaint. The student may also contact the DEAC at 1101 17th Street NW, Suite 808 Washington, D.C. 20036 and at https://www.deac.org/. Telephone: 202-234-5100
DEAC’s Online Complaint System enables individuals to file a complaint directly using the DEAC website. The complaint form is found at https://www.deac.org/Student-Center/Complaint-Process.aspx Written complaints will also be accepted by mail or other form of effective delivery to DEAC, provided they include (1) the complainant’s name and contact information (2) the basis of any allegation of noncompliance with DEAC standards and procedures; (3) all relevant names and dates and a brief description of the actions forming the basis of the complaint; (4) copies of any available documents or materials that support the allegations; and (5) a release authorizing DEAC to forward a copy of the complaint, including identification of the complainant(s) to the institution.
