Complaint Process

Complaints

In this process, the terms “complaint” and grievance” shall have the same meaning.

Informal Process

Andrews ISD Teacher Academy Alternative Certification Program encourages stakeholders to discuss their concerns with the appropriate program staff who has the authority to address the concerns. Concerns should be expressed as soon as possible to allow early resolution at the lowest possible level. Informal resolution of a complaint is encouraged but shall not extend any deadlines in this process, except by mutual written consent. 

Even after initiating the formal complaint process, stakeholders are encouraged to seek informal resolution of their concerns. A stakeholder whose concerns are resolved may withdraw a formal complaint at any time.

Freedom from Retaliation

Neither the EPP nor any program staff shall unlawfully retaliate against any stakeholder for bringing a concern or complaint.

General Provisions for Filing a Complaint

Complaint forms and appeal notices may be filed by hand-delivery, by electronic-communication, including email and fax, or by U.S. Mail. Hand-delivered filings shall be timely filed if received by the appropriate Andrews ISD Teacher Academy staff by the close of business on the deadline. Filings submitted by electronic communication shall be timely filed if they are received by the close of business on the deadline, as indicated by the date and time shown on the electronic communication. Mail filings shall be timely filed if they are postmarked by U.S. Mail on or before the deadline and received by the Andrews ISD Teacher Academy staff no more than three days after the deadline.

Consolidating Complaints

Complaints arising out of an event or a series of related events shall be addressed in one complaint. A stakeholder shall not file separate or serial complaints arising from any event or series of events that have been or could have been addressed in a previous complaint.

Untimely Filings

All time limits shall be strictly followed unless modified by mutual written consent. If a complaint form or appeal notice is not timely filed, the complaint may be dismissed, on written notice to the stakeholder, at any point during the complaint process. The stakeholder may appeal the dismissal by seeking review in writing within ten days from the date of the written dismissal notice, starting at the level at which the complaint was dismissed. Such appeal shall be limited to the issue of timeliness.

Costs Incurred

Each party shall pay its own costs incurred in the course of the complaint.

Complaint and Appeal Forms

Complaints and appeals under this policy shall be submitted in writing on a form provided by the Andrews ISD Teacher Academy. Copies of any documents that support the complaint should be attached to the document form. If the stakeholder does not have copies of these documents, copies may be presented at the Level One conference. After the Level One conference, no new documents may be submitted by the support unless the stakeholder did not know the documents existed before the Level One conference. A complaint or appeal form that is incomplete in any material aspect may be dismissed but may be refiled with all the required information if the refiling is within the designated time for filing.

Complaint Form

The Complaint Form can be completed online.

Level One

Complaint forms must be filed:

• Within 15 days of the date the stakeholder first knew, or with reasonable diligence should have known, of the decision or action giving rise to the complaint or grievance; and

• With the lowest level AISD Teacher Academy staff who has the authority to remedy the alleged problem. 

If the complaint is not filed with the appropriate staff, the receiving staff member must note the date and time the complaint form was received and immediately forward the complaint form to the appropriate staff member. 

The appropriate Andrews ISD Teacher Academy staff member shall investigate as necessary and schedule a conference with the stakeholder within ten days after receipt of the written complaint. The staff member may set reasonable time limits for the conference.

Absent extenuating circumstances, the Andrews ISD Teacher Academy staff shall provide the stakeholder a written response within 10 days following the conference. In reaching a decision, the staff member may consider information provided at the Level One conference and any other relevant documents or information the staff member believes will help resolve the complaint.

Level Two

If the stakeholder did not receive the relief requested at Level One or if the time for a response has expired, the stakeholder may request a conference with the Andrews ISD Teacher Academy legal authority or designee to appeal the Level One decision.

The appeal notice must be filed in writing, on a form provided by the Andrews ISD Teacher Academy, within ten days of the date of the written Level One response or, if no response was received, within ten days of the Level One response deadline. 

After receiving notice of the appeal, the Level One Andrews ISD Teacher Academy staff member shall prepare and forward a record of the Level One complaint to the Level Two legal authority or designee. The stakeholder may request a copy of the Level One record. 

The Level One record shall include:

1. The original complaint form and any attachments.

2. All other documents submitted by the stakeholder at Level One.

3. The written response issued at Level One and any attachments.

4. Any additional documents used by the Andrews ISD Teacher Academy staff member or designee in reaching the Level One decision.

The Andrews ISD Teacher Academy legal authority or designee shall schedule a conference within 10 days after the appeal notice is filed. The conference shall be limited to the issue and documents considered at Level One. At the conference, the stakeholder may provide information concerning any documents or information relied upon by the staff member for the Level One decision. The legal authority or designee may set reasonable time limits for the conference.

The Andrews ISD Teacher Academy staff member or designee shall provide the stakeholder a written response within ten days following the filing of the appeal.

In reaching a decision, the Andrews ISD Teacher Academy or designee may consider the Level One record. Information provided at the Level Two conference, and any other relevant documents or information the staff member or designee believes will help resolve the complaint.

Recordings of the Level One and Level Two conferences, if any, shall be maintained with the Level One and Level Two records. 

Complaints to the Texas Education Agency

If the stakeholder is not satisfied with the complaint process or outcome, the stakeholder may file a complaint against the Program with the Texas Education Agency. The official Texas Education Agency complaint process can be found at http://tea.texas.gov/About_TEA/Contact_Us/Complaints/Complaints/.