Complaint and Grievance Policy

Escalate is committed to resolving student complaints and grievances in a fair and timely manner.

A. Informal Resolution

The Student is encouraged to first seek an informal resolution of any complaint regarding instruction, grading, or program administration with the relevant instructor or Program Director.

B. Formal Grievance Procedure

If an informal resolution is unsuccessful, the Student may initiate a formal grievance by submitting a written statement to the Program Director via email within fourteen (14) calendar days of the unresolved issue. The written statement must clearly detail the nature of the complaint, the dates of the alleged issue(s), and the resolution sought.

C. Review and Determination

The Program Director, or a designated impartial reviewer, shall review the grievance and issue a written determination to the Student within thirty (30) days of receiving the formal grievance. If the Program Director is the subject of the complaint, Escalate will identify an alternate impartial reviewer to handle the grievance. This determination shall represent Escalate's final administrative action regarding the complaint.

D. Records Retention

All records of formal grievances will be retained for a period of one (1) year from the date of final determination or as otherwise required by law.