Online Teaching Course Accreditation Committee

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Complaints

Complaints Against OTCAC Accredited Courses

Our procedures for reviewing and resolving complaints are in operation to ensure full integrity throughout the grievance process. Complaints are taken seriously by OTCAC, regardless of whether they are lodged by individuals or groups; students or staff; public or private agencies. The Committee reviews complaints thoroughly and objectively to provide both the complainant and the course’s institution with a fair and impartial review. If possible, the Committee encourages complainants and institutions to resolve disputes directly using the institution’s own grievance procedures. Institutions generally have a formal grievance procedure for this purpose,usually published in the institution’s student handbook or terms and conditions, however forcing such a stipulation is beyond our authority. Complaints made to OTCAC regarding accredited courses will be evaluated partly on whether the complainant has attempted to resolve their issue through the appropriate procedures set forth in the institution’s terms.

OTCAC COMPLAINT PROCEDURES

When evaluating complaints, OTCAC administrative staff will thoroughly review documentation submitted by the complainant and will objectively determine whether the complaint warrants further investigation. To make this evaluation, staff will consider the full context, including the following:

  • If the complaint is directed towards an institution currently accredited by, or in the process of being accredited by, OTCAC;
  • If the allegations represent a potential violation of OTCAC’s official Accreditation Standards; 
  • If the institution’s published terms suggest means to resolve it; and
  • If the complainant has attempted to resolve the issue brought forward by the complainant through the institution’s stipulated grievance procedure.

Administrative staff may decide that OTCAC is not responsible for resolving the issue or even able to resolve the matter. Alternatively, the Committee may determine that the complainant needs to provide more information for a fair and balanced decision to be reached. The complainant will be notified of the determination by email.

If it is decided that the complaint requires further investigation, a copy of the written complaint will usually be sent to the institution to which the complaint is directed. This institution will receive written direction (in the form of an email) about how to respond to the allegations. The complainant will be notified of any decision by email. Anonymous complaints can be lodged but these may be treated more cautiously than those made by a verifiable person, group, or organisation. Regardless, all complaints will be investigated with the above stipulations in mind.

When the institution responds, staff will review it to check that all allegations have been addressed sufficiently, and this rebuttal, redress, or response will be evaluated against OTCAC’s Accreditation Standards. OTCAC staff can refer to any historical record of complaints against a course and/or its institution when reviewing allegations against it.

OTCAC ACTION

Administrative staff may elect to perform any of the following actions:

  • Close the complaint and inform the complainant that, according to OTCAC’s Accreditation Standards, no violation has been deemed to have occurred;
  • Ask the complainant to provide more information before a fair determination is possible;
  • Start a dialogue with the relevant course’s institution to determine a course of action to suitably remedy the complaint; 
  • Notify the institution that the Committee believes OTCAC’s Accreditation Standards have been subverted, and issue a formal warning which may affect the future potential for the specific course to continue being accredited by OTCAC.

Both the institution and the complainant will be informed of OTCAC’s planned action via email.

PROCESSING TIME

OTCAC administrative staff will allow institutions up to 10 working days to respond to any formal complaints relayed via OTCAC. If no response is received by the clearly assigned date, a second notice will be sent, marked ‘Urgent’. If OTCAC staff require further information to form a decision, the institution and/or complainant will be asked to provide the information within the same time frame. Our policy is to provide a decision within 60 days, but this may not be possible depending on the seriousness of the complaint, the time of year, and the speed of responses to OTCAC staff.

COMPLAINTS AGAINST OTCAC

If you have a complaint against OTCAC, please contact us formally by email. We take complaints against our staff or organisation as seriously as we do against OTCAC-accredited courses.