ELEVATING

ENCOURAGING

EMPOWERING

STUDENT COMPLAINT PROCESS

Purpose

ICAITS accepts complaints to determine whether an accredited institution is in compliance with accreditation standards.

This process supports accountability, quality assurance, and continuous improvement in higher education.

When to File a Complaint

You may submit a complaint if you believe an institution has failed to meet accrediting standards, including:

• Misrepresentation of programs, accreditation, or outcomes

• Failure to provide promised instruction or services

• Deficient academic quality or integrity

• Non-compliance with institutional policies or published information

• Violations of accrediting standards

What This Process Does NOT Cover

In alignment with United States Department of Education expectations, the accreditor:

• Does not resolve individual disputes, such as:

  • grades or grading decisions

  • admissions decisions

  • employment issues

• Does not provide personal remedies (e.g., refunds, reinstatement)

ICAITS requires that students first use the institution’s internal complaint process

How to Submit a Complaint

A complaint must be submitted in writing either by mail or email ( submit to info@icaits.org) and include:

• Your name and contact information

• Name of the institution

• Clear description of the issue

• Relevant dates and supporting documentation

• Evidence that you attempted resolution through the institution

Incomplete complaints may not be reviewed.

Review Process

1. Acknowledgment
Receipt of complaint confirmed within a reasonable timeframe

2. Preliminary Review
Determination of whether the complaint relates to accreditation standards

3. Investigation
If applicable, the institution is notified and asked to respond

4. Evaluation
The accreditor reviews all information to determine compliance

5. Disposition
The complaint is closed or referred for further action

Possible Outcomes

Consistent with United States Department of Education expectations, outcomes may include:

• No action (outside scope or insufficient evidence)

• Monitoring or documentation of concerns

• Request for institutional corrective action

• Consideration in accreditation review or reaffirmation

Confidentiality and Records

• Complaints are handled with appropriate confidentiality

• The accreditor maintains records of complaints for oversight and compliance

• Complaint data may be used in evaluating institutional performance

Important Information

• Filing a complaint does not guarantee a specific outcome

• The accreditor’s role is to evaluate institutional compliance, not individual cases

• Repeated or systemic issues may influence accreditation decisions

Your Role

By submitting a complaint, you help ensure that accredited institutions:

• meet quality standards

• operate with integrity

• remain accountable to students and the public