This policy outlines CCLS Houston’s procedure for processing complaints to ensure accessibility, clarity, and fairness while maintaining confidentiality and a prompt resolution process.
This policy applies to in-person and IDL language program students. 

CCLS Houston maintains an open-door communication policy and encourages students to share any complaints, concerns, suggestions, or issues related to our school directly with any administrative staff member or faculty member at any time.
Complaints can be presented in person, in writing, or by email, as follows:. 

Direct Contact: 

• Students are encouraged to first address concerns directly with the instructor when appropriate, especially for classroom-related issues. 
• The instructor will acknowledge the complaint and address it with a respectful conversation and mutual understanding. 

Academic Coordinator Support 

• If the issue is not resolved, students may submit a formal complaint via email to the Academic Coordinator. 
• Complaints will be acknowledged within 48 hours. 
• The Academic Coordinator will review the complaint and will gather input from involved parties (instructor, staff, etc.). 
• A response and proposed resolution will be provided in writing, within 10 business days. 

President/CEO Review 

• If the student is unsatisfied with the resolution provided, the complaint will be escalated to the President/CEO for further review. 
• If the complaint includes an instructor, the President/CEO will request a private meeting with the student and the instructor separately to address the issue. These meetings may take place by phone or via video conference. 

ACCET Complaint Procedure 

• If the student remains dissatisfied after exhausting internal procedures, they will be informed of their right to contact ACCET and follow the procedures indicated for an external review. 
• Students should follow the procedures indicated in ACCET Document 49.2 – Notice to Students: ACCET Complaint Procedures for Institutions Applying for ACCET Accreditation. 
• The document is posted on the bulletin board in the reception area. 
• Student may request a printed copy or access the document online:
  https://s3.amazonaws.com/docs.accet.org/downloads/Doc_49.2_Dec2022.pdf 

Complaints will be documented in accordance with CCLS Houston’s policies. 

This policy becomes effective during the second quarter of 2025
This policy is subject to periodic review and may be updated as necessary. Any updates must be approved by the President as specified in CCLS Houston’s Policy for Institutional Policy. 

Updated/Approved: 04/21/25