Grievance Policy & Entities

Purpose & Scope

Graduate America maintains an open-door culture to resolve concerns quickly, fairly, and without retaliation. This policy applies to all students and covers academic, attendance, financial, facility, or conduct-related concerns.

Complaints related to discrimination, harassment, or disability accommodations follow the Title IX and ADA/Section 504 policies described elsewhere in this catalog.

Non-Retaliation & Confidentiality

No individual shall be subject to retaliation or adverse treatment for filing or assisting in a complaint.
All complaints are treated confidentially to the extent possible and maintained in accordance with FERPA (34 CFR §99) and institutional record-retention policies.
Students may file complaints anonymously; however, doing so may limit the school’s ability to investigate or resolve the issue.

Step 1 — School-Level Resolution (Required First)

Filing a Complaint
Complaints must be submitted in writing to the Campus Director (or designee) and must include:

• Student name and signature
• Date of submission
• Description of the issue or concern
• Names/titles of individuals involved
• Desired resolution

Complaints may be submitted in person, by email, or through the school’s designated online form.

Acknowledgment & Response Timeline

• Acknowledgment: within five (5) calendar days.
• Written and verbal determination: within ten (10) calendar days of acknowledgment after reasonable review.

Resolution Record
If resolved, both the student and the administrator sign a Resolution Form.
A copy is provided to the student.
The original is retained in the student’s official record in accordance with FERPA.

If Not Resolved
The Campus Director provides a written explanation of findings and available next steps within ten (10) calendar days.
Accessibility: Students may request disability accommodations or translation/interpretation assistance at no cost during this process.

Step 2 — External Escalation

If a complaint is not resolved through Step 1, students may contact the appropriate agency below.
Students who submit external complaints must provide a copy of their submission to Graduate America on the same date for inclusion in the institutional complaint log.

State Licensure & Workforce Oversight

Texas Department of Licensing & Regulation (TDLR)
P.O. Box 12157 | Austin, TX 78711
 www.tdlr.texas.gov

Texas Workforce Commission – Career Schools & Colleges
101 E. 15th Street, Room 226T | Austin, TX 78778-0001
(800) 628-5115 • career.schools@twc.texas.gov
 www.texasworkforce.org/careerschools

Texas Higher Education Coordinating Board (THECB)
1200 E. Anderson Lane | Austin, TX 78752
(512) 427-6101 • www.highered.texas.gov
For degree-granting programs licensed or authorized by THECB.

Accrediting Agencies

Council on Occupational Education (COE)
7840 Roswell Road, Bldg 300, Suite 325 | Atlanta, GA 30350
(770) 396-3898 • www.council.org

Middle States Association Commissions on Elementary and Secondary Schools (MSA-CESS)
3819-33 Chestnut Street, Suite 310 | Philadelphia, PA 19104
(267) 284-5000 • www.msa-cess.org

Federal Oversight & Civil Rights

U.S. Department of Education – Office for Civil Rights (OCR)
Lyndon Baines Johnson Building | 400 Maryland Avenue SW | Washington, DC 20202-1100
(800) 421-3481 • ocr@ed.gov • www.ed.gov/ocr
Handles complaints involving discrimination based on race, color, national origin, sex (including pregnancy, gender identity, and sexual orientation), disability, or age.

Veterans Education Benefits

Texas Veterans Commission – State Approving Agency (SAA)
P.O. Box 12277 | Austin, TX 78711-2277
(512) 463-3168 • www.tvc.texas.gov
VA students may contact the SAA if a complaint regarding veterans education benefits remains unresolved.

U.S. Department of Veterans Affairs – Education Service
810 Vermont Ave NW | Washington, DC 20420
(888) 442-4551 • www.gibill.va.gov
Federal oversight of GI Bill® and veterans education benefits.

Distance Education Students (NC-SARA Participation)

National Council for State Authorization Reciprocity Agreements (NC-SARA)
3005 Center Green Drive, Suite 130 | Boulder, CO 80301
(303) 848-3275 • www.nc-sara.org
Students located outside Texas while enrolled in a distance education program may file complaints through NC-SARA after exhausting the school’s internal process.

Special Routing

• Title IX Sexual Harassment or Sex Discrimination: Submit under the Title IX Grievance Procedure (see Catalog Contacts).
• Disability or Accessibility Concerns: File under this policy and/or contact the ADA/504 Coordinator.
• Emergency or Safety Risks: Contact 911 and campus administration immediately.

Status Updates & Closure

Students may request status updates at any time. Once closed, Graduate America issues a written notice confirming the outcome and any corrective action taken.

No Impact on Student Rights

Filing a complaint through this process does not limit a student’s right to contact any agency listed above at any time permitted by law. However, agencies generally expect that the school’s internal grievance process be attempted first.

Contact

• Malcolm Allen 
• Email: m.allen@ga.edu

Effective Date: September 1, 2025
 Policy Owner: Office of the President / Compliance
 Next Review: Not later than August 31, 2026