DEAC Standard XIII.B
📣 Student Complaint & Grievance Policy
California Century University — Effective: June 2026
DEAC Accreditation Standard IV.J — Student Complaints
Policy Statement
California Century University is committed to resolving student concerns in a fair, timely, and respectful manner. All students have the right to file a complaint without fear of retaliation. This policy applies to complaints about academic matters, grading, instruction, administrative services, and institutional conduct.
What Constitutes a Complaint
A complaint is defined as a formal written concern from a student regarding:
- Course content accuracy or quality
- Grading disputes or errors
- Instructor conduct or responsiveness
- Technical issues affecting course access or assessment
- Billing or refund disputes
- Alleged violations of student rights or institutional policies
- Any matter where the student believes the institution is not in compliance with its published standards
How to File a Complaint
Step 1 — Informal Resolution: Contact your instructor via the Discussion tab in your lesson or email admin@namecentury.com. Most concerns are resolved informally within 2 business days.
Step 2 — Formal Complaint: If the issue is not resolved informally, submit a formal written complaint via:
- The Feedback tab on any lesson page (select "Formal Complaint")
- Email to admin@namecentury.com with subject: "Formal Complaint — [Your Name]"
Your complaint must include: (a) your name and student ID, (b) a clear description of the issue, (c) the desired resolution, and (d) any supporting documentation.
Complaint Resolution Process
| Step | Action | Timeline |
|---|---|---|
| 1 | Complaint received — acknowledgment sent to student | Within 1 business day |
| 2 | Review by Chief Academic Officer (CAO) | Within 5 business days |
| 3 | Faculty/staff provided opportunity to respond | Within 3 business days |
| 4 | Written decision issued to student | Within 10 business days of filing |
| 5 | Appeal (if requested) reviewed by CEO | Within 5 business days |
External Complaint Resources
If a complaint is not resolved to your satisfaction by the institution, you may contact:
- California Department of Consumer Affairs — dca.ca.gov
- Distance Education Accrediting Commission (DEAC) — For complaints involving quality standards compliance: deac.org
DEAC, 1101 17th Street NW, Suite 808, Washington, DC 20036 | Tel: (202) 234-5100
Record Retention
All complaint files — including the original complaint, all correspondence, investigative notes, and resolutions — are retained for a minimum of 5 years from the date of filing or the completion of the institution's next accreditation evaluation cycle, whichever is longer. This complies with DEAC Standard IV.J.5.