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Federal Student Aid Complaint System

Learn about the Enterprise Complaint System designed to improve customer feedback experience, simplify processes, and enhance reporting capabilities. Submit complaints, compliments, or resolve disputes related to federal financial aid. Features include online customer portal, phone and chat capabilities, and the ability to track and manage feedback. Available stages include Spring 2016 and July 1st, 2016 phases. Access the portal for providing feedback in English or Spanish on StudentAid.gov.

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Federal Student Aid Complaint System

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  1. Session 45 Federal Student Aid Complaint System Matt Sessa, Joyce DeMoss, and Kevin Suyo | Dec. 2015 U.S. Department of Education 2015 FSA Training Conference for Financial Aid Professionals

  2. Background • Fulfills the Administration Mandate in the Student Aid Bill of Rights to “create a responsive student feedback system” (2/2015) • The Enterprise Complaint System will: • Improve the customer experience for filing feedback • Simplify processes to respond to complaints • Improve analytical and reporting capabilities

  3. Who Can Submit? • Federal Aid Customers • “An applicant, student, student aid recipient, parent/guardian, third-party representative or endorser of a student’s federal financial aid.”

  4. What Can Be Submitted? • Complaints • A customer’s dissatisfaction with the federal financial aid experience associated with a Title IV policy, process, service (e.g., system, event, quality of education) or entity where an explanation or resolution is expected. • Compliments • Allegations of Suspicious Activity

  5. Relationship to Other Contact Centers • Are you trying to answer a question? • Federal Student Aid Information Center (FSAIC: 1-800-4-FED-AID) • “I don’t understand how to create an FSAID.” • “I don’t know whether I am a dependent or independent student.” • Are you trying to complain about your Title IV experience? • Enterprise Complaint System • “Your website is terrible.” • “Your collection agency is harassing me.” • Are you resolving a dispute? • FSA Ombudsman • “I don’t agree with your TPD assessment.” • “My servicer tells me I still owe money, but that’s not true.”

  6. Information We Collect • User information • Contact information (e-mail, phone, address) • Complainant information (if different from submitter) • Military status • Complaint category (sequential drop-downs) • Complaint description (free-form text box) • Desired resolution (free-form text box)

  7. Student Aid Life Cycle • Applying for Aid – FAFSA • Receiving Aid • Repaying Aid • Borrowers in Default

  8. Phases • Phase I – Spring 2016 • Online Customer Portal Available for All Life Cycle Phases • Ability to Submit, Track and Manage Complaints, Compliments, Suspicious Activity • FSA and Servicer Responses • Phase II – July 1st, 2016 • Phone Capability Available • Chat Capability Available • Data Connections to External Systems (e.g., for data analytics)

  9. Portal: Providing Feedback

  10. Portal: Providing Feedback Access on StudentAid.gov

  11. Portal: Providing Feedback Access on StudentAid.gov FSAID Log-in (optional)

  12. Portal: Providing Feedback English/Spanish Capable Access on StudentAid.gov FSAID Log-in (optional)

  13. Portal: Contact Info

  14. Portal: Contact Info Knowledge-base: quick links to common questions

  15. Portal: Contact Info Knowledge-base: quick links to common questions Third-party capable

  16. Portal: Contact Info Knowledge-base: quick links to common questions Third-party capable Military info requested (Optional)

  17. Features: Categorization

  18. Features: Categorization Interactive Progress Bar

  19. Features: Categorization Interactive Progress Bar Simple Categorization

  20. Features: Complaint Info

  21. Features: Complaint Info School Data Selected from PEPS

  22. Features: Complaint Info School Data Selected from PEPS Customer can describe desired resolution

  23. Features: Case Management

  24. Features: Case Management Filterable Data

  25. Features: Case Management Filterable Data Sortable Tables

  26. Features: Case Management

  27. Features: Case Management Status Easily Identified

  28. Features: Case Management Status Easily Identified Can Provide Updates or Supporting Documentation

  29. QUESTIONS?

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