Acellus Academy is committed to addressing concerns raised by students or parents/guardians in a fair, timely, and transparent manner. This policy sets forth the procedures for raising and resolving such concerns.

Informal Resolution

Prior to submitting a formal complaint, the complainant is expected to attempt to resolve the concern informally by contacting the appropriate department. Acellus Academy encourages open communication and good-faith efforts to reach resolution informally. Information on how to contact Acellus Academy is available at the following link: https://www.acellusacademy.com/contact-us/

Formal Complaint

If the concern cannot be resolved through informal channels, a formal complaint may be submitted to the Office of the Executive Director through the Acellus Parent Portal by selecting File a Formal Complaint. The complaint must include all of the following:

• The complainant’s full name, current contact information, and the Acellus ID of the student(s) to whom the complaint pertains;
• A clear, concise statement of the facts giving rise to the complaint, including the specific school policy, practice, or standard alleged to have been violated;
• All supporting documentation or other evidence the complainant wishes the school to consider, uploaded with the complaint;
• A summary of all prior informal efforts to resolve the matter, including dates, individuals contacted, and outcomes;
• The desired resolution or outcome the complainant is seeking as a result of the complaint.

For students under the age of eighteen, formal complaints must be submitted by the student’s parent or legal guardian through the parent’s or guardian’s Acellus Parent Portal account. Students who are eighteen years of age or older may submit formal complaints on their own behalf.

Review and Determination

Upon receipt of a complete formal complaint, the Office of the Executive Director shall conduct a fair and impartial review. Depending on the nature of the complaint, this process may involve obtaining pertinent information from involved parties.

The Office of the Executive Director shall endeavor to complete its review and issue a determination to the complainant within thirty (30) calendar days of receipt of the formal complaint. The determination will be delivered to the complainant through the Acellus Parent Portal.

Appeal Procedure

If the complainant is not satisfied with the determination, the complainant may submit a written appeal within thirty (30) calendar days of the date of the determination. The appeal is submitted through the Acellus Parent Portal from the record of the original complaint. The appeal will be considered by the Review Board, which consists of three individuals appointed by the President. The appeal must state the specific grounds on which the complainant believes the determination should be reconsidered and must include any additional relevant information.

The Review Board shall review the record and issue a final written determination. The determination of the Review Board shall be final and conclusive.

All complaints are evaluated on the basis of specific, documented facts. Complainants are expected to provide complete and accurate information and supporting documentation at each stage of the process.