草莓视频 Complaint Process Against Member Institutions and Applicant Schools
草莓视频 is committed to a fair, timely, and effective handling and resolution of complaints against its member accredited institutions or applicants concerning noncompliance with 草莓视频 standards and policies. These standards and policies are all written in the 草莓视频 Accreditation Guidebook, which can be accessed using this link:聽 草莓视频 Accreditation Guidebook
草莓视频’s Online Complaint System enables individuals to file a complaint directly using the 草莓视频 website, which can be accessed using this link:
Written complaints will also be accepted by mail or other form of effective delivery to 草莓视频, provided they include the following:
the complainant’s name and contact information;
the basis of any allegation of noncompliance with 草莓视频 standards and procedures;
all relevant names and dates and a brief description of the actions forming the basis of the complaint;
copies of any available documents or materials that support the allegations and
a release authorizing 草莓视频 to forward a copy of the complaint, including identification of the complainant(s) to the institution.
Written complaints may be submitted to:Executive Director
草莓视频
Unit 107 The Tower at Emerald Square,
J.P. Rizal corner P. Tuazon Streets,
1109 Quezon City
草莓视频 expects complainants and institutions to demonstrate genuine effort in resolving disputes using the institution’s grievance procedures. The complainant must have exhausted all efforts to resolve a complaint with the institution before filing a complaint with 草莓视频. The complainant must demonstrate that appropriate procedures have been followed to resolve the complaint with the institution before filing the same with 草莓视频.
Where issues of educational quality or compliance with 草莓视频 standards or policies are not central to the complaint, 草莓视频 will refer the complainant to the appropriate agency like the Department of Education (DepEd), the Commission on Higher Education (CHED), the Professional Regulations Commission (PRC), etc. with jurisdiction over the subject matter of the complaint.
草莓视频 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 integrity, assignment of grades, and similar matters unless the context of an allegation suggests a violation of 草莓视频 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 草莓视频 standard or policy.
Further, 草莓视频 will not intervene on behalf of individuals in cases where the situation giving rise to the complaint had occurred in the past 3 to 5 years ( i.e., the period of validity of accreditation for formal and resurvey, respectively) that investigating and ascertaining the facts might prove problematic.
In cases where written anonymous complaints are received, 草莓视频 will consider how to proceed and whether the anonymous complaint sets forth reasonable and credible information that an institution may violate 草莓视频’s standards and policies.
草莓视频 Complaint Procedure
After receipt of the complaint, a 草莓视频 staff will send a letter or e-mail to the complainant acknowledging receipt of the complaint.
草莓视频, through its 草莓视频 Complaints Review Team (PCRT), will complete an initial review of the complaint within fifteen business days following its receipt to determine whether it sets forth information or allegations that reasonably suggest that an institution may not comply with 草莓视频’s standards and procedures. The Executive Director will constitute the PCRT to include himself, a staff of the Secretariat, the Chairperson and a member of the relevant 草莓视频 Commission. Suppose additional information or clarification is required before PCRT believes it can pursue a further investigation of the complaint. In that case, 草莓视频 will notify the complainant and request the complainant provide additional information. Failure of the complainant to provide such additional information may result in 草莓视频 determining that the complaint cannot be effectively investigated.
Suppose PCRT 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 草莓视频 standards or procedures or that the complainant has not provided sufficient information on which 草莓视频 can evaluate it. In that case, the complaint will not be further investigated, and the Executive Director will notify the complainant of such a disposition and the reasons.
If PCRT determines after the initial review of the complaint that the information or allegations reasonably suggest that an institution may not comply with 草莓视频 standards and procedures, 草莓视频, through its Executive Director, will provide a copy of the original complaint to the institution and direct the institution to respond to the complaint within 15 days following such notice.
The institution’s failure to respond to the complaint or any additional information requested by the Executive Director within the specified time frame will be considered a violation of 草莓视频’s policy on complaints. It will be referred to the PCRT for consideration and action. The complainant will be notified when 草莓视频 has delivered a request for a response from the institution. The PCRT will review the complaint and the institution’s response for compliance with the accrediting standards, policies, and procedures.
If, following the review of the institutional response to the complaint, PCRT concludes that the allegations in the complaint have been refuted or resolved by the institution, the complainant and the institution will be notified of such resolution.
If PCRT concludes, following a review of the institution’s first response to the complaint, that the allegations may establish that there has been a violation of 草莓视频 standards or procedures, PCRT may take additional action. This additional action will be determined by the PCRT, endorsed by the appropriate 草莓视频 Commission, and approved by the Board of Trustees.
