Filed under General University Policies

Complaint Resolution

 

American Business & Technology University follows the Missouri Coordinating Board of Higher Education, the Missouri Department of Higher Education, the United States Department of Education, and the Accrediting Commission of the Distance Education Accrediting Commission’s rules, regulations, and procedures regarding complaint resolution.

ABTU defines a complaint, in accordance with DETC Policy C.20, as a notification of dissatisfaction with ABTU as it relates to administrative issues, financial and tuition issues, technical issues, faculty or instructor performance, academic support and grading, program content, program effectiveness, misrepresentation of career and placement services, and general customer/student support issues.

Complaints of criminal misconduct are filed with local law enforcement authorities, while complaints relating to violations of federal law are filed directly with the federal agency having cognizance over the matter in question, such as violations of the Family Educational Rights and Privacy Act.

A student or any member of the public may file a complaint with ABTU by accessing the web site and filing the complaint online. Local students and members of the local community may file online or may file a hardcopy complaint form obtained from ABTU at 1018 W. St. Maarten’s Drive St. Joseph, MO  64506.

ABTU strives to respond to complaints within 48 hours, or 2 business days, informing you that we have received your complaint. Complaint resolutions can take up to 30 days depending on the nature of the complaint. ABTU will stay in communication with you during the investigative stage of the complaint.  You can access the ABTU internal complaint form by clicking the link below.

The complaint form, either online or hard-copy, is received by the Accreditation & Compliance Officer who investigates the validity of the complaint and attempts to resolve the situation through multiple means of communication, such as, but not limited to: email, phone, or online video conferencing. Should that fail, the complainant should use formal dispute resolution mechanisms provided by ABTU. Exhaustion of all informal and formal institutional processes is a prerequisite to filing any formal complaint with the Missouri Department of Higher Education pursuant to this policy.

If a mutually agreeable resolution cannot be reached at the institutional level, the student or prospective student or member of the public may proceed with the MDHE’s formal complaint process. The complaint must be submitted in writing, using the MDHE complaint form available by contacting the Department. It may be mailed or faxed to the Department and should include any supporting documentation. MDHE will acknowledge receipt of the complaint, either in writing or by e-mail. If there is an indication that institutional remedies have not been exhausted, the complaint will be returned for that purpose.

Complaints that fall within the jurisdiction of the Coordinating Board of Higher Education (CBHE) will be investigated and resolved appropriately by the relevant unit of the MDHE. Complaints that fall within the jurisdiction of another state agency or are within the purview of an institution’s accrediting body will be forwarded to that agency for appropriate investigation and resolution. The agency to which the complaint is forwarded will keep the MDHE apprised of the on-going status and final disposition of the complaint. All parties to the complaint will be notified of its resolution by mail.

MDHE will keep a log of all complaints and record the date received, the name of the complainant, the institution against which the complaint is made, a brief description of the complaint, the agency addressing the complaint, and the date and nature of its disposition.

To submit an internal complaint to ABTU Administration please submit the following online Complaint Resolution Form: http://www.formstack.com/forms/?1283318-cuRTF8YyYK

To submit a complaint to the Distance Education Accrediting Commission (DEAC), please click the following link to access the DEAC Online Complaint. Those without internet access are required to submit their complaint in writing to:

Executive Director
DEAC
1601 18th Street, NW, Suite 2
Washington, DC 20009
ATTN: COMPLAINTS

To submit a complaint to the Missouri Department of Higher Education (MDHE), the student must have exhausted all opportunities to resolve the conflict at the institutional level. If the student feels they have exhausted all such options, they may submit a complaint in writing to:

Missouri Department of Higher Education

PO Box 1469

Jefferson City, MO 65109

ATTN: Complaint Processing

To submit a complaint to the Veterans Administration (VA) must be submitted online through the Principles of Excellence Complaint Intake System at: https://afaems.langley.af.mil/pecs/VAPECS.aspx

 

**************end of policy****************

Revised on 06/12/2013 “updated means through which the complaint may be resolved by the institution” TDB

Revised on 06/12/2013 “removed statement about availability of the MDHE complaint form on their website” TDB

Revised on 06/12/2013 “replaced Director of Operations and Technology with Chief Operations Officer” TDB

Revised on 4/24/2014 “Replaced ABTU with ABTU” CNB

Revised on 4/24/2014 “Replaced American College of Technology with American Business & Technology University” CNB

Revised on 4/24/2014 “Updated old address to new address: 1018 W. St. Maarten’s Drive, St. Joseph, MO 64506” CNB

Revised on 5/19/2014 *added timeline to complaint resolution per MDHE

Revised on 3/1/2015 “Added definition of a complaint according to DEAC Policy C.20”

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