Student Complaint Policy

An informal complaint is a complaint that can be resolved at the department level. Students can raise an informal complaint with any University representative in writing, verbally, or through any reasonable means of communication. The informal resolution process includes, but is not exclusive of, communication with Student Success Advocates, Faculty, or the Staff member in question.

Many issues can be resolved informally once the University is aware of the concern. Keeping documents and records that provide evidence of any issue is vital. After exhausting informal means to a resolution, the student can submit a Student Complaint Form following the instructions. The online form is available on the Student Resources page on the University website, here.

A formal complaint is a complaint that:

1. is unable to be resolved through informal means,
2. a complaint submitted via the Student Complaint Form, or
3. one that has been escalated to the Compliance Department for formal review.

Formal complaints result in a comprehensive investigation by the Compliance Department. To file a formal complaint with California Intercontinental University, students may submit the Student Complaint Form of the occurrence of the issue or event, including all supporting documents. Complaints can be escalated by contacting the Compliance Department at compliance@caluniversity.edu  or 949-359-0065.

Upon submission of a complaint form and supporting documents, the student will be notified via email by the Compliance Department of the outcome of the official review and determination within 30 days after CaliforniaIntercontinental University receives the complaint. All documents will become a permanent part of a student’s record. The Compliance Department ensures formal complaints are adequately documented.

Students may also submit a complaint at the accreditation, state, or agency level. If the University did not resolve your internal complaint, students in a SARA state can move forward with a complaint. 

Pursuant to the United States Department of Education’s Program Integrity Rule, California Intercontinental University is required to provide all prospective and current students with the contact information of the state agency or agencies that handle complaints against postsecondary education institutions offering distance learning or correspondence education within that state.

For students residing in a SARA state, the complaint must be brought to the institution’s home state SARA portal entity. Students may submit complaints to the SD-SARA Portal Entity.

Complaints to the SARA administrator must specify:

• The basis for believing that the institutional action is inconsistent with the accreditation or SARA requirements,
• The harm caused to the complainant by virtue of the inconsistency, and
• The corrective action that the complainant seeks.
• If the complainant alleges that institutional documents were misleading, the request should contain the portions of the catalog, letters or email exchanged between the complainant and the institution, and should identify with specificity statements that the complainant found to be misleading and what the complainant understood the statements to mean.

Any questions a student may have regarding this catalog that have not been satisfactorily answered by the institution may be directed to the Bureau for Private Postsecondary Education at 1747 N. Market Blvd., Suite 225, Sacramento, CA 95833, www.bppe.ca.gov, toll-free telephone number (888) 370-7589 or by fax (916) 263-1897.

A student or any member of the public may file a complaint about this institution with the Bureau for Private Postsecondary Education by calling (888) 370-7589 toll-free or by completing a complaint form, which can be obtained on the bureau’s internet website www.bppe.ca.gov. 

Distance Education Accrediting Commission

1601 18th Street, NW

Washington, DC 20009-2529

(202) 234-5100

(202) 332-1386 (Fax)

www.deac.org

BBB online contact at www.bbb.org.