Complaint and Investigation: Frequently Asked Questions

  1. Who can file a complaint against a private postsecondary school?

    2. Anyone who believes a school isn’t following Bureau laws can file a complaint, including:

    • Potential, current and former students or employees
    • Other schools
    • Government agencies
    • Any member of the public

  2. Does a school need to have specific policies for responding to complaints?

    3. The Bureau recommends all schools have complaint policies for responding and addressing:

    • Student complaints filed internally with the school
    • Student complaints filed with Bureau
    • Other complaints filed with the Bureau (e.g. other schools, government agencies, members of the public)

    If the school is approved by the Bureau, the complaint policies cannot:

    • Require students to file complaints with the school first
    • Discourage students from filing a complaint with the Bureau or other government agencies

  3. What types of complaints does the Bureau accept?

    4. The Bureau enforces the Private Postsecondary Education Act. Every complaint is reviewed during intake to see if it describes a possible violation of the law. Examples include:

    • Giving misleading information, overcharging students, or withholding transcripts for unpaid debts
    • Not meeting minimum standards, such as having unqualified faculty or unsuitable facilities
    • Not keeping required student or school records, or refusing to provide them upon request
    • Not following enrollment agreements or failing to give required disclosures
    • Improperly withdrawing students or not providing proper refunds
    • Enrolling students without approval to operate as a private postsecondary educational school
    • Ending programs or closing a school before students can finish  

     
    If allegations of Bureau law are identified during the intake review, the complaint is assigned for investigation. If no allegations of Bureau law violations are found, the complaint is either referred to the appropriate jurisdictional agency, closed, or both.

  4. What types of complaints may be referred to a different agency?

    5. Complaints that fall outside of the Bureau’s legal authority may be referred to another agency. These may include, but are not limited to, allegations involving:

    • Drug or alcohol-related issues
    • Sexual, violent, or abusive offenses
    • Bullying
    • Racial, ethnic, sexuality, or gender-related conflicts
    • Interpersonal disputes
    • Labor or employment issues
    • Rudeness or impolite behavior

  5. Will the Bureau inform the school that a complaint was filed against it?

    6. When an investigation is initiated, the school is generally informed of the complaint and investigation when records are requested. The timing of and extent to which details of the complaint are shared may vary during the investigation, depending on the needs of the case. While the Bureau cannot guarantee complainant anonymity, it will exercise confidentiality and discretion when sharing information with the school. In some cases, after reviewing requested records, the Bureau may determine that no further investigation is necessary, eliminating the need to share additional information.

    Not all complaints result in an investigation. The Bureau does not notify schools of complaints closed at intake due to lack of jurisdiction.

  6. How does the Bureau process a complaint?

    7. Within 10 days of receiving a complaint, the Bureau’s Complaint Investigations Intake Unit (Unit) sends a confirmation letter to the complainant. The Unit evaluates the complaint and, if appropriate, assigns it to an investigator. The investigator then interviews relevant person(s), collects supporting documentation and evidence, and prepares a report for the Bureau.

  7. What are the possible outcomes of a Bureau complaint?

    8. The Bureau has the authority to impose discipline on schools if it determines through an investigation that the school has violated the law.  Administrative enforcement actions can include, but are not limited to: issuing a citation with a fine and/or order of abatement, public reproval, suspension, probation, surrender, or revocation of a school's approval to operate. Actions taken by the Bureau can be found under the Disciplinary Actions section of the Bureau’s website.

    If appropriate under the circumstances, the bureau may seek to resolve noncompliance and address student concerns through mediation.

    If there is insufficient evidence of law violations, the complaint will be closed and the complainant will be notified in writing of the closure.

  8. Are complaints posted to the Bureau’s website?

    9. No. Complaints are not posted on the Bureau’s website; however, administrative enforcement actions taken by the Bureau are posted online under the Disciplinary Actions section of the Bureau’s website.

  9. Where can I find information on the laws governing private postsecondary schools?

    10. The Bureau’s authority is granted under the California Private Postsecondary Education Act of 2009 and Title 5, California Code of Regulations. Additionally, current and pending laws and regulations can be found at the Bureau’s Laws and Regulations webpage.