University Process for Resolving Veteran Student Complaints Submitted to the Department of Defense

I. Purpose
This process outlines the university’s procedure for responding to and resolving complaints submitted by veteran students to the Department of Defense (DoD), ensuring timely, fair, and thorough resolution in compliance with federal regulations and the Principles of Excellence.

II. Scope
This process applies to all university departments that provide services to veteran students, including but not limited to Admissions, Financial Aid, Registrar, Student Accounts, and Academic Affairs.

III. Responsibilities

• The Associate Provost of University Compliance serves as the primary point of contact for all DoD-submitted complaints.

• The AP of University Compliance or Student Affairs Office will coordinate the formal investigation and resolution.

• The AP of University Compliance will oversee communication with DoD representatives and ensure timely responses.

IV. Process

1. Receipt of Complaint Notification

   • The university will receive official notification of the complaint through the DoD Postsecondary Education Complaint System (PECS) portal or via designated email from the DoD.

   • Upon receipt, the complaint is logged and assigned a tracking number.

2. Internal Notification and Case Assignment

   • Any relevant university officials responsible for oversight are notified.

   • A case investigator is assigned based on the nature of the complaint (e.g., financial aid, academic, billing).

3. Initial Case Review (Within 3 Business Days)

   • The assigned investigator reviews the complaint details, collects relevant documentation, and identifies the university staff or departments involved.

   • The student is contacted to confirm receipt of the complaint and provided a timeline for resolution.

4. Investigation and Documentation (Within 10 Business Days)

   • A thorough investigation is conducted, including interviews with staff, review of records, and analysis of policies and procedures.

   • All findings are documented and evaluated for compliance with university policies and DoD requirements.

5. Resolution and Response (Within 15 Business Days)

   • A written response is prepared addressing each aspect of the complaint, including findings and any corrective action taken.

   • The response is submitted to the DoD through the PECS portal and a copy is provided to the student.

   • If the complaint is substantiated, appropriate corrective actions are implemented and documented.

6. Follow-Up and Closure

   • The AP of University Compliance ensures any promised remedies are carried out (e.g., account corrections, policy updates, staff training).

   • The case is closed in the internal tracking system, and a satisfaction follow-up may be sent to the student.

7. Annual Review and Reporting

   • Complaints received via the DoD are reviewed annually for patterns or recurring issues.

   • A summary report is submitted to university leadership to inform improvements in services for veteran students.

V. Non-Retaliation Statement
Veteran students are protected from retaliation for filing complaints. The university will not take adverse action against a student who exercises their right to report a concern to the Department of Defense.

Students may submit complaints through the university student complaint process found HERE or through PECS HERE.

VI. Contact Information 
Alaina Mount

Associate Provost of University Compliance
Phone: 972-438-6932 x 7156
Email: amount@parker.edu
Office Location: N102