Complaints and Appeals Policy
OST is committed to providing a high-quality experience in all interactions with students and a quality outcome in their education. Where this is not possible, we work proactively to resolve the concern by providing refunds or other accommodations where these are necessary, within our policies.
Notification: If you have a complaint regarding your course materials, enrollment process, instructor, or any part of your experience at OST, please contact the Student Services Manager. Please include the email address that you used to sign up, your student confirmation number, and a brief description of your complaint and send it to:O’Reilly School of Technology
Attn: Student Services Manager
1005 Gravenstein Hwy North
Sebastopol, CA 95472
Phone: 707-827-7288 (M-F, 8am-12pm and 1pm-5pm)
Toll Free: 800-998-9938 x7288
Your complaint must contain the following:
- The basis of the complaint
- All relevant names, dates, and actions
- A brief description of the actions forming the basis of the complaint
- Copies of any available documents or materials that support the complaint.
Your issue will be evaluated and, as needed, reassigned to the staff member responsible for resolving it. When necessary, you may be contacted to provide more information in support of your complaint. If this additional information is not provided within 15 days, your complaint will be considered resolved.
Once the complaint has been reviewed and addressed, we will contact you with the results of our findings and any proposed resolution. Most complaints are resolved within a few minutes or hours (during business hours), but some may take longer. You should expect resolution within a maximum of 30 days.
Appeals: If you do not accept the remedy issued in the notification step above or if you do not receive a response from an OST administrator within the initial 30 days, you may appeal the decision given to you. To appeal a decision, you must file the appeal within 15 days of the initial complaint resolution. This will escalate the complaint to our Academic Director for the next level of review. As necessary, the complaint may be escalated from the Academic Director to the Executive Director. The Executive Director’s decision on any issue or complaint is final. Appeals will be settled within a maximum of 15 days unless there is evidence that OST is making progress in rectifying the complaint.
The following issues are NOT considered by OST to constitute a complaint:
Student ID cards, graduation ceremonies, career services, ranking students, honor society, student clubs, counseling services, or job placement services.
Note: O’Reilly School of Technology is not accredited by an accrediting agency recognized by the United States Department of Education. Students enrolled in an unaccredited institution are not eligible for federal financial aid programs.