Complaints Policy

This Policy addresses formal procedures for resolving problems related to violations of legally prohibited actions, College policies, academic status, records, and disciplinary actions, including, but not limited to, the following: 

  • Criteria and procedures for the decision were not published 
  • Inconsistent published criteria and procedures 
  • Published criteria and procedures were not followed 
  • The decision was substantially influenced by factors other than the published criteria; i.e., the decision was discriminatory based on race, color, national origin, religion, gender, sexual orientation, age, or handicap in admissions, employment, or the provision of services 
  • Ethical behavior standards were violated 
  • An illegal act was committed

Students are expected and advised to first pursue resolution to problems informally.  The recommended informal procedures are as follows: 

  1. The student initiates a good faith effort to resolve the issue through discussion with a faculty or staff member or an administrator in the department where the issue originated.
  2. If the issue is not resolved, the student may elect to elevate the issue/s into the formal procedure. 

If the problem is not resolved informally, the student must file a complaint with documentation of specific facts of the issue. 

In this complaint form, the student should request the resolution he/she is seeking. The formal complaint procedures requires written expression by a student requesting resolution of an issue involving misinterpretation, misapplication, discriminatory application, or violation of an ACE policy, procedure, or academic standard, legally prohibited action, or any other issue a student determines to be a concern of which the college should be aware.

Once the complaint is received by the ACE team, the ACE office will review the complaint to determine if it is mandated to be reported. If so, the complaint will be reported. The list below provides the complaints that are mandated to be reported:

Mandated Reportable Complaints

Discrimination – based on race, color, religion, national origin, ancestry, age, gender, gender identity, sexual orientation, disability, citizenship status, marital status, military status, or other any characteristic protected by law (Reportable)

  • Harassment/Bullying/Hazing
  • Sexual Harassment/Sexual Misconduct (Reportable)
  • Criminal Misconduct
  • Violations of Federal, State and Local Laws
  • College Misconduct

Complaints the college is not (federally/legally/…) mandated to report

  • Faculty
  • Grade – Please refer to the Grade Appeal Form
  • Financial
  • Capstone
  • Curriculum
  • Internship
  • Admissions
  • Certification
  • Commencement
  • Enrollment
  • Registration
  • Student Support
  • Transcripts
  • Transfer Credit
  • Technical Issues
  • LMS
  • Initial Complaint not resolved or not Timely Resolved

All formal complaints will be recorded in a confidential log in Student Services and forwarded to the College Department head for the area in which the issue occurred.

  • The confidential log will include the following:
    1. The date of the complaint
    2. The nature of the complaint
    3. The steps taken to resolve the complaint
    4. The decision 
  • The information will be made available to regulatory agencies upon request for investigating individual complaints elevated to the agency; or to provide mandated reporting assurances that ACE has procedures in place for timely and fair resolution of complaints.
  • Once the complaint is received, the Department head will have ten (10) business days from the time stamp on the complaint form to investigate the formal complaint and render a decision.  The decision will be communicated to the student.
  • If the student is not satisfied with the complaint decision, they can escalate the concern to the Appeals Committee for review within ten (10) business days of the receipt of the decision.
  • The Appeals Committee will have thirty (30) business days upon receipt of the escalated complaint to meet, render a decision, and notify the complainant.
  • If the complainant is still unsatisfied with the decision, they can escalate the complaint within ten (10) business days to the Senior Vice President of Academic Affairs.
  • The Senior Vice President of Academic Affairs will have ten (10) business days to render a decision and notify the student. The Senior Vice President of Academic Affairs' decision is final.
  • If a complaint cannot be resolved to the student's satisfaction after exhausting the College's student complaint procedure the student may file a complaint with the relevant state official or agency that would handle a student's complaint, regardless of whether the state regulates the institution.

State Regulatory Agency, NC-SARA and Accreditor Contact Information for Student Complaints

American College of Education provides contact information for filing complaints with the relevant state official or agency that would handle a student’s complaint, regardless of whether the state regulates the institution. The state agencies correspond with the physical location of students while enrolled in ACE degree programs. The state agency corresponds with the student’s state of residence.

NC-SARA

Students who have a complaint against the College should first reference the College’s Student Complaint Policy for formal complaints. If the College does not resolve the complaint through the College’s Student Complaint Policy students may file a complaint with the College’s NC-SARA home state portal agency, the Indiana Commission for Higher Education

The Indiana Commission for Higher Education will only consider complaints that were previously unresolved through the College’s own student complaint policy and may refer a complaint to another agency for investigation. 

If you are enrolled in an ACE distance education program, and you are a resident of a state that is a member of the National Council for State Authorization and Reciprocity Agreements (NC-SARA) as listed in the State Authorization to operate section of the Catalog, then the contact information to file a complaint with the College’s NC-SARA home state portal agency is as follows:

Indiana Commission for Higher Education
Attention: Ken Sauer
Senior Associate Commissioner and Chief Academic Officer 101 W. Ohio Street, Suite 550
Indianapolis, IN 46204-1984 
317.232.1090
[email protected]

Accreditor

Any student with an unresolved complaint may refer the complaint to American College of Education’s accreditor, The Higher Learning Commission. 

The Higher Learning Commission 
230 South LaSalle Street, Suite 7-500 
Chicago, Illinois 60604-1411 
800-621-7440 
312-263-0456 
Fax: 312-263-7462 
[email protected]

State Regulatory Agencies

If a complaint cannot be resolved after exhausting the College’s student complaint procedure the student may file a complaint with the relevant state official or agency that would handle a student’s complaint, regardless of whether the state regulates the institution.

Alabama
Alabama Department of Postsecondary Education
PO Box 302130
Montgomery, Alabama 36130-2130
331-242-1198
https://www.accs.cc/index.cfm/school-licensure/complaints/

Alaska
Alaska Commission on Postsecondary Education
PO Box 110505
Juneau, Alaska 99811-0505
800-441-2962
https://acpe.alaska.gov/ConsumerProtection

American College of Education program is exempt from authorization under AS 14.48 and 20 AAC 17.015 because the program is online and does not have a physical presence in the state.

Arizona
Arizona State Board for Private Postsecondary Education
1400 West Washington Street, Room 260
Phoenix, Arizona 85007
602-542-5709
https://ppse.az.gov/complaint

Arkansas
Arkansas Department of  Higher Education
423 Main Street, Suite 400
114 East Capitol Avenue Little Rock, Arkansas 72201
501-371-2000
http://www.adhe.edu/institutions/academic-affairs/institutional-certification-advisory-committee/grievance-form

California
California Bureau for Private Postsecondary Education
PO Box 980818
West Sacramento, California 95798-0818
916-445-9555
https://oag.ca.gov/contact/consumer-complaint-against-business-or-company

Colorado
Colorado Department of Higher Education
1560 Broadway, Suite 1600
Denver, Colorado 80202
303-866-2723
http://highered.colorado.gov/Academics/Complaints/default.html

Connecticut
Connecticut Department of Higher Education
Office of Higher Education
61 Woodland Street
Hartford, Connecticut 06105
860-947-1800
http://www.ctohe.org/StudentComplaints.shtml

Connecticut Department of Consumer Protection
165 Capitol Avenue, Room 110
Hartford, Connecticut 06105-2326
http://www.ct.gov/dcp/lib/dcp/Consumer_Statement_CPFR-2.pdf

Delaware
Delaware Higher Education Office
John G. Townsend Building, Suite 2
Dover, Delaware 19901
302-735-4000
www.doe.k12.de.us

Delaware Attorney General
Consumer Protection
Wilmington 820 North French Street, 5th Floor
Wilmington, Delaware 19801
302-577-8600
http://attorneygeneral.delaware.gov/

District of Columbia
District of Columbia Office of the State Superintendent Higher Education Licensure Commission
810 First Street, NE, 2nd Floor
Washington, DC 20002
202-727-6436
http://osse.dc.gov/service/public-complaints

Florida
Florida Commission for Independent Education
325 West Gaines Street, Suite 1414
Tallahassee, Florida 32399-0400
850-245-0505
http://www.fldoe.org/policy/cie/file-a-complaint.stml

Georgia
Georgia Nonpublic Postsecondary Education Commission
2082 East Exchange Place #220
Tucker, Georgia 30084
770-414-3300
www.gnpec.georgia.gov

If a complaint cannot be resolved after exhausting the College's student complaint procedure the student may appeal the final institutional decision to GNPEC.

Hawaii
Hawaii Postsecondary Education Authorization
Program PO Box 541
Honolulu, Hawaii 96809
808-586-3230
http://cca.hawaii.gov/hpeap/student-complaint-process/

Idaho
Idaho State Board of Education
Attention: State Coordinator for Private Colleges and Proprietary Schools
650 West State Street
PO Box 83720
Boise, Idaho 83720-0037
208-334-2270
https://boardofed.idaho.gov/higher-education-private/private-colleges-degree-granting/student-complaint-procedures/

Illinois
Illinois Board of Higher Education
431 East Adams, 2nd Floor
Springfield, Illinois 62701
217-557-7359
http://complaints.ibhe.org/

Indiana
Indiana Commission for Higher Education
Attention: Director of Regulatory Compliance
302 West Washington Street, Room E201 Indianapolis, Indiana 46204
317-464-4400
http://www.in.gov/che/2744.htm

Iowa
Iowa Student Aid Commission
430 East Grand Avenue, Floor 3
Des Moines, Iowa 50309
515-725-3400
https://www.iowacollegeaid.gov/content/constituent-request-review

Kansas
Kansas Board of Regents
1000 SW Jackson Street, Suite 520
Topeka, Kansas 66612
785-296-4917
http://www.kansasregents.org/academic_affairs/private_out_of_state/complaint_process

Kentucky
Kentucky Council on Postsecondary Education
1024 Capital Center Drive, Suite 320
Frankfort, Kentucky 40601
502-696-5389
http://cpe.ky.gov/campuses/consumer_complaint.html

Please be advised that ACE’s educator preparation programs are NOT accredited in Kentucky by the Education Professional Standards Board and are NOT recognized for initial, additional, or renewal of certification or salary enhancement (rank change) for K-12 educators in Kentucky. For more information, please visit the Education Professional Standards Board’s website at http://www.epsb.ky.gov/certification/certFAQ.asp

Louisiana
Louisiana Board of Regents
P.O. Box 3677
Baton Rouge, Louisiana
225-342-7084
http://www.regents.la.gov/page/proprietary-schools

Maine
Mr. Angel Loredo
Higher Education Specialist
Maine Department of Education
Augusta, Maine 04333
207-624-6846
[email protected]

Maine Attorney General
Consumer Protection Division
6 State House StateAugusta, Maine 04333
http://www.maine.gov/ag/consumer/complaints/complaint_form.shtml

Maryland
Maryland Higher Education Commission
6 North Liberty Street, 10th Floor
Baltimore, Maryland 21201
410-767-3388
http://mhec.maryland.gov/institutions_training/Pages/acadaff/acadaffairsdepartments.aspx

Massachusetts
Massachusetts Department of Higher Education
One Ashburton Place, Room 1401
Boston, Massachusetts 02108
617-994-6950
http://www.mass.edu/forstufam/complaints/complaints.asp

Michigan
Michigan Department of Licensing and Regulatory Affairs
Bureau of Commercial Services, Licensing Division
Proprietary School Unit Staff
201 North Washington Square
Lansing, Michigan 48913
517-373-1820
http://www.michigan.gov/lara/0,4601,7-154-35299_61343_35395_35396—,00.html

Minnesota
Minnesota Office of Higher Education
1450 Energy Park Drive, Suite 350
St. Paul, Minnesota 55108-5227
651-259-3975
http://www.ohe.state.mn.us/mPg.cfm?pageID=1078

Mississippi
Mississippi Commission on College Accreditation
3825 Ridgewood Road
Jackson, Mississippi 39211-6453
601-432-6372
http://www.mississippi.edu/mcca/

Missouri
Missouri Department of Higher Education
205 Jefferson Street
PO Box 1469
Jefferson City, Missouri 65102
573-526-1577
http://dhe.mo.gov/documents/POLICYONCOMPLAINTRESOLUTION-reviseddraft.pdf

Montana
Montana University System
2500 Broadway Street, PO Box 203201
Helena, Montana 59620
406-444-6570
http://www.mus.edu/MUS-statement-of-complaint-process.asp

Nebraska
Coordinating Commission for Postsecondary Education
P.O. Box 95005
Lincoln, Nebraska 68509-5005
402-471-2847
https://ccpe.nebraska.gov/student-complaints-against-postsecondary-institutions

Nevada
Nevada Commission on Postsecondary Education
8778 South Maryland Parkway, Suite 115
Las Vegas, Nevada 89123
http://www.cpe.nv.gov/

New Hampshire
New Hampshire Department of Education
101 Pleasant Street
Concord, New Hampshire 03301
603-271-0256
http://www.education.nh.gov/highered/compliance-allegation.htm

New Jersey
New Jersey Office of the Secretary of Higher Education
PO Box 542
Trenton, New Jersey 08625
609-292-4310
http://www.state.nj.us/highereducation/OSHEComplaintInstructions.shtml

New Mexico
New Mexico Higher Education Department
2048 Galisteo,
Santa Fe, New Mexico 87505
505-476-8400
http://www.hed.state.nm.us/institutions/complaints.aspx

New York
New York Office of College and University Evaluation
New York State Education Department
5 North Mezzanine
Albany, New York 12234
http://www.highered.nysed.gov/ocue/spr/COMPLAINTFORMINFO.html

North Carolina
North Carolina Board of Governors for the University of North Carolina Postsecondary Education Commission
910 Raleigh Road
Chapel Hill, North Carolina 27515
919-962-4558
https://www.northcarolina.edu/complaints

If a complaint cannot be resolved after exhausting the institution’s grievance procedure, the student may file a complaint with the following office: Post-Secondary Education Complaints, c/o Assistant Director of Licensure and Workforce Studies, University of North Carolina General Administration. 910 Raleigh Road, Chapel Hill, NC 27515- 2688, telephone (919) 962-4550, [email protected] The student may contact UNC General Administration for further details. Website: http://www.northcarolina.edu/complaints

North Dakota
North Dakota Department of Career and Technical Education
State Capital - 15th Floor
600 East Boulevard Avenue, Department 270
Bismarck, North Dakota 58505-0610
http://www.nd.gov/cte/private-post-inst/

Ohio
Ohio Board of Regents
25 South Front Street
Columbus, Ohio 43215
614-466-6000

The Ohio Department of Higher Education (ODHE) is responsible for responding to formal complaints against public, independent non-profit and proprietary institutions of higher education in Ohio. While the ODHE has limited authority over colleges and universities, and cannot offer legal advice or initiate civil court cases, the Chancellor’s staff will review submitted complaints and work with student complainants and institution.https://www.ohiohighered.org/students/complaints   

Oklahoma
Oklahoma State Regents for Higher Education
655 Research Parkway, Suite 200
Oklahoma City, Oklahoma 73104
405-225-9100
http://www.okhighered.org/current-College-students/complaints.shtml

Oregon
Oregon Higher Education Coordinating Commission
ATTN: Complaints-ODA
255 Capitol St NE
Salem OR 97310
503-947-5716
http://www.oregon.gov/highered/institutions-programs/private/Documents/ODA/ODA-Student-Complaint-Form.pdf

Pennsylvania
Pennsylvania Department of Education
333 Market Street
Harrisburg, Pennsylvania 17126
717-783-8228
http://www.education.pa.gov/Postsecondary-Adult/College%20and%20Career%20Education/Pages/Students-Complaints.aspx#tab-1

Puerto Rico Council on Higher Education
P.O. Box 19900
San Juan, Puerto Rico 00910-1900
787-724-7100 ext. 2022
http://www.edicion.pr.gov/agencias/cepr/inicio/Pages/default.aspx

Rhode Island
Rhode Island Board of Governors for Higher Education
Shepard Building
80 Washington Street Providence,
Rhode Island 02903
401-456-6000
http://www.ribghe.org/students.htm

South Carolina
South Carolina Commission on Higher Education
1122 Lady Street, Suite 300
Columbia, South Carolina 29201
803-737-2260
http://www.che.sc.gov/Students,FamiliesMilitary/LearningAboutCollege/ConsumerInformation.aspx

South Dakota
South Dakota Office of Attorney General
Division of Consumer Protection
1302 East Highway, Suite 3 Pierre,
South Dakota 57501-8059
http://consumer.sd.gov/complaintform.aspx

Tennessee
Tennessee Higher Education Commission
404 James Robertson Parkway, Suite 1900
Nashville, Tennessee 37243
615-741-5293
https://www.tn.gov/thec/for-students-and-families/transcript-requests-and-institution-complaints.html

Texas
Texas Higher Education Coordinating Board
1200 E. Anderson Lane
Austin, Texas 78752
512-427-6101
http://www.thecb.state.tx.us/index.cfm?objectid=C9BD55D4-C5A3-4BC6-9A0DF17F467F4AE9

Utah
Utah Division of Consumer Protection
160 East 300 South
Salt Lake City, Utah 84111
801-530-6601
http://consumerprotection.utah.gov/complaints/index.html

Vermont
Vermont Agency of Education
State Board of Education
120 State Street
Montpelier, Vermont 05620-2501
802-828-5402
http://education.vermont.gov/documents/postsecondary-program-complaint-resolution

Virginia
State Council of Higher Education for Virginia
101 North 14th Street, James Monroe Building
Richmond, Virginia 23219
804-371-2258
http://schev.edu/index/students-and-parents/resources/student-complaints

Washington
Washington Student Achievement Council
917 Lakeridge Way, PO Box 43430
Olympia, Washington 98504
360-753-7800
http://www.wsac.wa.gov/student-complaints

West Virginia
Executive Vice Chancellor for Administration
West Virginia Council for Community and Technical College Education
West Virginia Higher Education Policy Commission
1018 Kanawha Boulevard, East
Suite 700
Charleston, WV 25301
Fax: 304.558.5719
http://www.wvhepc.edu/wp-content/uploads/2014/10/Student-Complaint-Process-revised.pdf

Wisconsin
Wisconsin Educational Approval Board
201 West Washington Avenue, 3rd Floor PO Box 8696
Madison, Wisconsin 53708
608-266-1996
https://dsps.wi.gov/Pages/Programs/EducationalApproval/Student.aspx

Wyoming
Wyoming Attorney General’s Office
123 Capitol Building, 200 West 24th Street
Cheyenne, Wyoming 82002
307-777-7841
http://edu.wyoming.gov/beyond-the-classroom/school-programs/private-school-licensing/