The Learning Center's Student Complaint/Grievance Policy

The Learning Center (TLC) is committed to resolving student complaints and/or grievances in a fair and equitable manner.

All students with complaints or grievances are encouraged to report their concerns to TLC so that TLC can investigate their concerns according to the following resolution procedures. Please READ the whole Complaint/Grievance policy before initiating process.

The following steps need to be taken to begin the complaint process:

  1. Students should first discuss their concerns directly with the involved parties to attempt resolution.

  2. If direct resolution of the concern(s) is unsuccessful, students are encouraged to complete the Complaint Form as soon as possible, ideally within three (3) business days of the initial attempts at resolution. To file a complaint online, please visit link below. To file a complaint with printed complaint form, mail to: 

    • The Learning Center - Director/Academic Director

    • 2445 Fire Mesa St Suite 200

    • Las Vegas NV 89128

  3. The student must identify the category and the rationale for their complaint and submit supporting documentation as applicable.

  4. Complaints are reviewed initially by the supervisor of the impacted area and secondarily by an escalated supervisor if needed to provide support with the proposed resolution.

 

The original action or determination remains in effect while the complaint is being processed. The student may attend classes during the complaint process unless their presence is deemed detrimental to the classroom environment due to conduct concerns. All submitted documentation will be considered in the complaint process. Upon completion of the complaint process, if the student remains dissatisfied with the proposed resolution, they may initiate the grievance process to seek a higher-level review of their concerns. The following steps need to be taken to begin the grievance process:

  1. If the complaint process does not result in a satisfactory resolution, students must report their intention to file a grievance by sending an email to complaints@tlclasvegas.com to request a Grievance resolution meeting within three (3) business days of the final complaint resolution meeting.

  2. The student must identify the category and the rationale for their grievance and submit supporting documentation as applicable in email.

  3. Grievances are reviewed by the supervising executive of the impacted area to provide support with the proposed resolution.

 

An assigned executive will review the Grievance submission and any supporting documentation within five (5) business days of receipt. Written notification of the decision regarding the grievance will be sent to the student within ten (10) business days after receipt of the grievance, except in the case of a pending investigation, in which case the response may require an additional ten (10) business days.

 

Once a final determination about a complaint or grievance is made, action may or may not be taken as part of the proposed resolution. All associated forms and supporting documentation are added to the student’s file and maintained in a separate incident file.

 

If the grievance cannot be resolved between TLC and the student directly, the student may contact the Nevada Commission on Postsecondary Education (Nevada statute NRS 394.443) in writing at 2800 E. St. Louis, Las Vegas, NV 89104 or by phone at 702-486-7330. Complaints must be made within 90 days of the last event that is material to the complaint.

Additionally, other than for a grievance related to grades, students are encouraged, but not required, to utilize the Grievance Procedure described herein prior to proceeding with a demand for arbitration or legal recourse.

Click HERE to fill an online Complaint Form or HERE for a printable version.

The Learning Center's Refund Policy

Refund Policy

  1. If a student submits a written request on/or before courses begin, a registration fee of 10% of the total tuition on the student enrollment agreement or invoice or $150.00, whichever is less will be assessed.

  2. If a student attends course before the expiration of the three (3) day period, that student will be considered enrolled and subject to the following rules:      

    • A registration fee of 150% of the total tuition on the student enrollment agreement or invoice or $150.00 (whichever is less) will be charged.

    • If after the start of instruction and before the completion of more than 60% of the program on the student enrollment agreement or invoice, student cancels enrollment or is expelled, the registration fee of 10% of the total tuition on the student enrollment agreement or invoice or $150.00 (whichever is less), and a pro-rata amount based on the percentage the course bears to the total tuition amount on the student enrollment agreement or invoice will be charged. Students enrolled in the Computer Specialist program(s) and in receipt of equipment to aid in their studies, must complete the MCSA portion of the program or they will be charged for the equipment.

    • If after the start of instruction and the completion of more than 60% of the program, student cancels enrollment or is expelled, the total tuition on the student enrollment agreement or invoice amount will be charged.

    • All refunds will be calculated on the last day student attended course. If student is on an official Leave of Absence, and does not return, the last date of attendance shall be the last day they were actually in course.

  3. Books, educational supplies, or equipment for individual use are not included in the policy for refund required, and a separate refund must be paid by the institution to the student if those items were not used by the student. Disputes must be resolved by the School Director for refunds required by this subsection on a case by case basis.

  4. Students must submit a written request for withdrawal within 5 days of last date in attendance or termination of the leave of absence date. Any refund due will be paid within 15 days of last in attendance or last day of termination of a leave of absence.

 

Example:
Student enrolls in a 240-hour program tuition of $3000.00 and cancels enrollment after attending 70 hours. Student attended 29% of the program (70 / 240). Student refund would be calculated as follows:
   **Registration Fee             $ 150.00
   $3000 tuition x 29%            $ 870.00
   Total Charged                    $1020.00
   Tuition Fee                            $3000.00
   Refund                                   $1980.00

 

* No refunds will be issued on the smart start programs. ** The school can only retain $150 of the fee per NRS 394.449(1)c.

 

Special Cases
In case of prolonged illness or accident, death in the family, or other circumstances that make it impractical for student to complete the program, the school may make a settlement, which is reasonable and fair to both parties. School reserves the right if student received a discount based on a combination of courses/programs, to calculate tuition refund based in individual published rates for each course/program attended.