Policy and Procedures for Processing Complaints Received from the Department of Defense by Service Members

The Principles of Excellence (Executive Order 13607) protect service members from predatory and misleading behavior from educational institutions. The Principles of Excellence provide guidelines for institutions participating in the federal tuition assistance program. The Department of Defense provides a Postsecondary Education Complaint System to service members who believe their school is failing to follow the Principles of Excellence. The types of complaints the Department of Defense will review include the following:

  • Recruiting and marketing practices
  • Quality of Education
  • Accreditation
  • Grade Policy
  • Financial issues (for example, tuition and fee charges)
  • Release of transcripts
  • Student loans
  • Transfer of credits
  • Post-graduation job opportunities
  • Refund or collection issues
  • Change in degree plan and requirements
  • Other

Dallas Baptist University has entered into an agreement with the Department of Defense (DoD) Voluntary Education Partnership Memorandum of Understanding (MOU) and agrees to abide by the Principles of Excellence.

Dallas Baptist University will follow the policy and these procedures outlined below in the event a student files a complaint against Dallas Baptist University through the Department of Defense.

  1. When the designated Compliance Point of Contact receives a complaint from the Department of Defense military service education representative, he/she will review the complaint. Depending on the type of complaint, the Compliance Point of Contact will appoint a meeting time to consult with any or all of the following staff members appropriate to the complaint: the VA Certifying Official, the Financial Aid Director, the Cashier, the Registrar, the Dean of Students, the VP for Enrollment, or any other needed staff member.
  2. The committee members will review the complaint and look for ways to resolve the issues to the benefit of the service member while staying in compliance with the policies of Dallas Baptist University and the Principles of Excellence.
  3. The Compliance Point of Contact will respond to the Department of Defense military service education representative with the solutions recommended in response to the complaint by the service member.