Public Concerns and Complaints
This policy provides for two avenues of pursing a complaint, an informal resolution procedure and a formal resolution procedure. An individual may utilize this policy to process a complaint about ACBSP, or business programs accredited by ACBSP. The Assistant Director of Administration shall establish a mechanism for tracking all formal complaints. Individuals seeking information regarding the process of complaint resolution may consult with any of the following individuals for advice and assistance. Contact information for these individuals is available on the ACBSP website under the tab “About ACBSP” using the link for “Contact Us.”
- Assistant Director of Administration
- Executive Director
- Director of Accreditation
- Assistant Director of Accreditation
Informal Resolution Procedure
Complainants are required first to seek informal resolution of their grievances or concerns with the person or entity that is the subject of the complaint. This informal procedure is intended to encourage communication between the parties involved, either directly or through an intermediary, in order to facilitate a mutual understanding of what may be different perspectives regarding the complained of act or directive.
If the informal process does not result in the resolution of the complaint to the satisfaction of the complainant, the complainant may utilize the formal complaint procedure.
Formal Resolution Procedure
A formal complaint shall be in writing and shall set forth a statement of the facts, the ACBSP policy or procedure allegedly violated and the specific remedy sought. It must document that informal resolution has been attempted but failed. If possible, include documentation exchanged between the two parties.
The written complaint will be acknowledged within five business days. If an acknowledgement is not received, it is incumbent on the person submitting the complaint to immediately contact the ACBSP office to verify receipt or to determine the process for re-submittal.
The formal complaint normally shall be filed as follows:
All complaints shall be filed with the Assistant Director of Administration. The complaint will be logged in and given a control number. If the complaint concerns an accreditation issue, the complaint will be forwarded to the Director of Accreditation. If the complaint concerns a Council issue, the complaint will be forwarded to the Executive Director. Each Director may select a representative, other than the one designated in this paragraph, to handle these complaints.
These individuals or their offices shall also continue to monitor and coordinate the complaint resolution.
Absent extraordinary circumstances, the Director to whom the complaint was referred to shall, within ten (10) business days forward a copy of the written complaint to the respondent. One extraordinary circumstance would be to consider the complaint beyond the scope of the ability for ACBSP to resolve such as a grade dispute between a professor and a student. Another circumstance that will cause the complaint process to stop at any time will be upon discovery that there is pending litigation in a court of law or action underway to file such litigation. Under these circumstances the Director will confer with the complainant and document why ACBSP cannot be of further assistance.
Within ten (10) business days after forwarding the written complaint to the respondent the Director will conduct a formal conference with the complainant, requesting additional information, securing additional information in response to questions, and engaging in thoughtful discussion. The Director shall also meet with the respondent within this ten-day period and conduct such additional investigation as he or she deems necessary. No transcript or recording of the conference shall be made by either party.
Absent extraordinary circumstances, a written recommendation shall be rendered within ten (10) business days of the formal conferences unless an extension is mutually agreed to by the parties. The recommendation shall be sent to the complainant and respondent. The written recommendation shall state the background information, the rationale for the recommendation, and the recommended remedy (if any). For monitoring purposes, a copy of the report shall be sent to the Assistant Director of Administration who received the initial complaint.