Texas Higher Education Coordinating Board
Brief Description of Services Offered:
The Texas Higher Education Coordinating Board's responsibilities fall into three major areas:
Statement of Customer Service Principles:
The Texas Higher Education Coordinating Board is committed to meeting the highest customer service standards. In this Compact with Texans, we reaffirm the Coordinating Board's commitment to professional service, responsiveness, effective communication and follow-through with each of our customers. Our customers can expect Coordinating Board employees to be courteous, knowledgeable, and efficient when providing services. The Coordinating Board is dedicated to the continual improvement of service delivery, using customer comments to help improve services and minimize response times.
Standard response times for agency services, not related to financial aid, are as follows:
Response times for financial aid services are as follows:
Procedure for Complaints Against the Agency
To file a complaint related to Coordinating Board activities or to inquire about the agency's customer service policies, contact:
The customer service contact refers complaints and inquiries to the appropriate agency personnel for resolution and maintains a tracking system. When complaints are not resolved within 10 working days, the customer service contact intervenes to facilitate resolution, referring the matter to the appropriate assistant commissioner if necessary. Matters not able to be resolved by an assistant commissioner are forwarded to the Commissioner for resolution. For quality control, the customer service contact may follow up on complaints that have been resolved by a division.
Procedure for Student Complaints Against an Institution of Higher Education
After exhausting the institution's grievance/complaint process, current, former and prospective students may initiate a complaint with THECB by sending the required forms either by electronic mail to StudentComplaints@thecb.state.tx.us or by mail to the Texas Higher Education Coordinating Board, Office of General Counsel, P.O. Box 12788, Austin, Texas 78711-2788. Facsimile transmissions of the forms are not accepted.
All submitted complaints must include a student complaint form, a signed Family Educational Rights and Privacy Act (FERPA) Consent and Release form, and a THECB Consent and Agreement Form. Submitted complaints regarding students with disabilities shall also include a signed Authorization to Disclose Medical Record Information form. The forms may be downloaded here.
For information regarding financial aid services, contact the Division of Student Services at 1-800-242-3062 (or 512-427-6340 if inside the Austin area).
For general public information, contact the Office of External Relations.
Your feedback is important to us. Please take a moment to complete this Customer Service Survey and let us know how the Texas Higher Education Coordinating Board can better serve you. Thank you.