SECTION 565:1-3-2. Complaints

(a)   Student complaints. A student with a grievance against a school in which they are or have been enrolled, may file a complaint with the OBPVS if they feel the school has not met the conditions outlined in the catalog or contract and the grievance cannot be settled through proper school officials. The complaint shall be in writing and shall contain at least the following information.

(1)   The name, address and telephone number of the person making the complaint;

(2)   The name and address of the school;

(3)   The course enrolled and starting date of class;

(4)   A brief, clear description of the complaint(s) including detailed information regarding names of instructors, school personnel, type of equipment, class involved, or the specific part of catalog or enrollment agreement which may be involved in the complaint;

(5)   Documents supporting the complaint, such as copies of the contract and enrollment agreement, receipts of payments made, letters or other correspondence relating to the complaint, or copies of electronic communications;

(6)   The remedy, if any, that the person is seeking;

(7)   A statement authorizing the release of whatever information may be necessary to investigate the complaint;

(8)   The signature of the person making the complaint and the date of the complaint.

(b)   Rejection of complaint. If the complaint is repetitive or concerns a matter that has already been resolved, if required information is not provided by the complainant, or a matter outside the OBPVS' authority, the complaint may be rejected by the OBPVS.

(c)   School response. The OBPVS Director may provide the school with written notice of the complaint and provide an opportunity to respond in writing. The response must contain the following information;

(1)   The name, and title of the person responding to the complaint;

(2)   The name and address of the school;

(3)   A specific admission, denial, or explanation of the allegations made in the complaint;

(4)   A clear description of the facts including specific information regarding names, dates, places, and previous actions relating to the complaint;

(5)   Attachment(s) of beneficial supporting documentation, if any;

(6)   The signature of the person responding; and

(7)   The date the response is completed.

(d)   Follow-up to a response(s). Following the OBPVS receipt of a response, the OBPVS may require the complainant or the school to provide additional information or feedback which is to be provided within thirty (30) days or less.

(e)   Methods of complaint investigation. The Director may assign the complaint to be investigated using informal procedures, such as telephone calls, or require letters, meetings, mediation, investigations or other appropriate procedures.

(f)   Filing period. A complaint may be filed with the OBPVS following the conclusion of a school's internal grievance procedure. The complaint shall be filed with the OBPVS by no longer than one year, unless there are extenuating circumstances, from when the action that gave rise to the complaint occurred, the student's withdrawal or termination from the school, or the exhaustion of the school's grievance procedure.

[Source: Added at 12 Ok Reg 2901, eff 7-13-95; Amended at 32 Ok Reg 2145, eff 9-11-15; Amended at 33 Ok Reg 1794, eff 9-12-16]