DEAC’s goal is to permit a fair and timely investigation of complaints against DEAC-accredited institutions or active DEAC applicants concerning non-compliance with DEAC standards and policies. DEAC’s accreditation standards and policies can be found in the DEAC Accreditation Handbook.
Complaints concerning DEAC Evaluators, the Commissioners, or Staff should be sent in writing to:
1601 18th Street, NW, Suite 2
Washington, DC 20009
The Distance Education Accrediting Commission expects complainants and institutions to demonstrate genuine effort in resolving disputes directly using the institution’s internal grievance procedures. Where issues or educational services, student services, or tuition are concerned, a student complainant must have exhausted all efforts to resolve his/her complaint with the institution before filing a complaint with DEAC. The complainant must demonstrate that he/she has taken the appropriate procedures to resolve the complaint with the institution (which may include claim numbers, grievance files and emails) prior to filing a claim with DEAC.
Where issues of educational quality or compliance with DEAC standards or policies are not central to the complaint, DEAC will refer the complainant to the appropriate federal or state agency or private entity with jurisdiction over the subject matter of the complaint.
DEAC will not intervene on behalf of individuals in cases of a personnel action, nor will it review an institution’s internal administrative decisions in such matters as admissions decisions, academic honesty, assignment of grades and similar matters unless the context of an allegation suggests a violation of DEAC standards or policies or if the context of an allegation suggests that unethical or unprofessional conduct or action may have occurred that might call into question the institution’s compliance with a DEAC standard or policy.
Further, DEAC will not intervene on behalf of individuals in cases where the situation giving rise to the complaint had occurred so long ago that investigating and ascertaining the facts might prove to be problematic. The Executive Director will exercise professional judgment in determining which cases meet these criteria.
Any complaints not submitted using the Online Complaint Form must be in writing. Written complaints must be legible and include a release from the complainant authorizing the Commission to forward a copy of the complaint—including identification of the complainant—to the institution before it will be processed.
All complaints must include the complainant’s name and contact information. Where circumstances warrant, the complainant may remain anonymous to the institution, however all identifying information must be given to DEAC.
In cases where written anonymous complaints are received, DEAC will consider how to proceed and whether the anonymous complaint sets forth reasonable and credible information that an institution may be in violation of the Commission’s standards.
DEAC COMPLAINT PROCEDURE
After receipt of the complaint, DEAC staff will send a letter or e-mail to the complainant acknowledging receipt of the complaint.
DEAC staff will conduct an initial review of the complaint to determine whether the complaint sets forth information or allegations that reasonably suggest that an institution may not be in compliance with DEAC’s standards, policies, and procedures. If additional information or clarification is required, the Executive Director (acting on behalf of the Commission) will send a request to the complainant. If the requested information is not received within 15 days, the complaint may be considered abandoned and may not be investigated by DEAC.
If the Executive Director determines after the initial review of the complaint that the information or allegations do not reasonably demonstrate that an institution is out of compliance with DEAC standards, policies, or procedures, the complaint may be considered closed and not investigated by DEAC.
If the Executive Director determines after the initial review of the complaint that the information or allegations reasonably suggest that an institution may not be in compliance with DEAC standards, policies and procedures, the Executive Director will notify the institution that a complaint has been filed. The notice will summarize the allegations, identify the DEAC standards, policies, or procedures that were allegedly violated, and provide a copy of the original complaint to the institution. The institution will be given 30 days to provide a response, except for:
In cases of advertising violations, Commission staff forwards a copy of the advertisement to the institution, citing the standard that may have been violated. The institution is required a response within 15 days.
If a news article or media broadcast carries a negative report on a DEAC accredited institution, the institution is required to respond to the statement(s) within 15 days.
In cases when the complaints are from students concerning administrative services, student services, educational services, or tuition, the institution will be required to respond directly to the student within 15 days to address his/her concerns.
The Executive Director will review the complaint and the institution’s response for compliance with the accrediting standards, policies, and procedures.
If the Executive Director concludes that the allegations do not establish there has been a violation of standards, policies, or procedure, he/she will consider the complaint closed, and no further action is required.
If the Executive Director concludes that the allegations may establish a violation of DEAC standards, policies and/or procedures, he/she may take several actions. See the DEAC Accreditation Handbook, Policy C.20. Policy on Complaints for more information.
Please access DEAC's Complaint Submission Form by clicking here.
This page is not intended to fully cover all areas of DEAC’s complaint policy or procedure. For the complete details, please refer to DEAC's Policy C.20. Policy on Complaints found in the DEAC Accreditation Handbook.
The DEAC Online Complaint Form is not intended to be used to submit general inquires or questions. These should be sent to Patrice Wall, DEAC's Accounts Manager, via email.