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

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 2

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.” 3

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 4

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.” 5

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) 6

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

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 1 st, 2016 Phone Capability Available Chat Capability Available Data Connections to External Systems (e.g., for data analytics) 8

9. Portal: Providing Feedback 9

10. 10 Access on StudentAid.gov

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

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

13. Portal: Contact Info 13

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

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

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

17. Features: Categorization 17

18. Features: Categorization 18 Interactive Progress Bar

19. Features: Categorization 19 Interactive Progress Bar Simple Categorization

20. Features: Complaint Info 20

21. Features: Complaint Info 21 School Data Selected from PEPS

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

23. Features: Case Management 23

24. Features: Case Management 24 Filterable Data

25. Features: Case Management 25 Filterable Data Sortable Tables

26. Features: Case Management 26

27. Features: Case Management 27 Status Easily Identified

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

29. QUESTIONS? 29