PAASCU Complaint Process Against Member Institutions and Applicant Schools
PAASCU is committed to a fair, timely, and effective handling and resolution of complaints against its member accredited institutions or applicants concerning noncompliance with PAASCU standards and policies. These standards and policies are all written in the PAASCU Accreditation Guidebook, which can be accessed using this link: PAASCU Accreditation Guidebook
PAASCU’s Online Complaint System enables individuals to file a complaint directly using the PAASCU website, which can be accessed using this link: PAASCU Complaint Form
Written complaints will also be accepted by mail or other form of effective delivery to PAASCU, provided they include the following:
the complainant’s name and contact information;
the basis of any allegation of noncompliance with PAASCU 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 PAASCU to forward a copy of the complaint, including identification of the complainant(s) to the institution.
Written complaints may be submitted to:Executive Director
PAASCU
Unit 107 The Tower at Emerald Square,
J.P. Rizal corner P. Tuazon Streets,
1109 Quezon City
PAASCU 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 PAASCU. The complainant must demonstrate that appropriate procedures have been followed to resolve the complaint with the institution before filing the same with PAASCU.
Where issues of educational quality or compliance with PAASCU standards or policies are not central to the complaint, PAASCU 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.
PAASCU 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 PAASCU 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 PAASCU standard or policy.
Further, PAASCU 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, PAASCU will consider how to proceed and whether the anonymous complaint sets forth reasonable and credible information that an institution may violate PAASCU’s standards and policies.
PAASCU Complaint Procedure
After receipt of the complaint, a PAASCU staff will send a letter or e-mail to the complainant acknowledging receipt of the complaint.
PAASCU, through its PAASCU 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 PAASCU’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 PAASCU Commission. Suppose additional information or clarification is required before PCRT believes it can pursue a further investigation of the complaint. In that case, PAASCU will notify the complainant and request the complainant provide additional information. Failure of the complainant to provide such additional information may result in PAASCU 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 PAASCU standards or procedures or that the complainant has not provided sufficient information on which PAASCU 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 PAASCU standards and procedures, PAASCU, 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 PAASCU’s policy on complaints. It will be referred to the PCRT for consideration and action. The complainant will be notified when PAASCU 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 PAASCU standards or procedures, PCRT may take additional action. This additional action will be determined by the PCRT, endorsed by the appropriate PAASCU Commission, and approved by the Board of Trustees.
