Texas Higher Education Coordinating Board
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Compact with Texans

Agency Name:
Texas Higher Education Coordinating Board

Brief Description of Services Offered:
The Texas Higher Education Coordinating Board's responsibilities fall into three major areas:

  • Coordination
    The Texas Higher Education Coordinating Board works with the Governor, Legislature and colleges and universities to coordinate Texas higher education and expand access, improve equality and promote efficiency through actions like the following:
    • Develops long-term higher education plan
    • Reviews and approves academic and technical degree programs offered by public institutions of higher education
  • Information
    Provides data and information on higher education to state policy makers and citizens
  • Administration
    Administers state and federal programs such as:
    • Hinson-Hazlewood College Student Loan Program
    • Graduate Medical Education Grant Programs
    • Carl D. Perkins Technical Vocational Funds

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:

  • General information requests not requiring research and analysis are acknowledged and answered within one day. Information requests that require either new data to be collected or existing data to be compiled in a new format may require additional days to respond.
  • Information requests requiring research are processed within 10 working days.
  • Academic and technical degree program proposals submitted by public institutions of higher education are deemed complete within five working days upon receipt of the proposal.  Doctoral program proposals are considered within one year following submission of a completed proposal.

Response times for financial aid services are as follows:

  • Responses to the majority of phone calls for the loan programs, student grants and special programs, and loan repayment programs are provided in less than two minutes.
  • During peak periods, response times to calls made to a loan representative are approximately four to six minutes.
  • Requests for loan deferments and correspondence regarding loan accounts are processed within seven working days.
  • Loan applications are processed within three working days.
  • Payments are applied to accounts the same day they are received.
  • Loan repayment program applications are acknowledged and receive first review within 5 working days.
  • Responses to online loan repayment program inquiries are provided within three working days.
  • Requests for loan repayment program data are generally answered within one working day, unless additional research is needed.
  • Loan repayment award payments are requested within five working days of the final application review.

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:

    Linda Battles, Associate Commissioner/Chief of Staff
    Texas Higher Education Coordinating Board
    P.O. Box 12788
    Austin, Texas 78711
    Telephone: (512) 427-6205
    Fax: (512)427-6127
    E-Mail: Linda.Battles@thecb.state.tx.us

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.

Information Requests
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.

    Office of External Relations
    Dominic Chavez, Senior Director
    Texas Higher Education Coordinating Board
    P.O. Box 12788
    Austin, Texas 78711
    Telephone: (512) 427-6111
    Fax: (512) 427-6127
    E-Mail: mailto:Dominic.Chavez@thecb.state.tx.us  

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. 

 


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