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pdf1 Landing/Login Page
1.1 “Landing” Page
The ECS Landing Page describes the three types of cases the Department of Education will handle and directs Customers to
the Log in page after they select a type of feedback. This page also allows Customers to toggle between the provide feedback
page, the knowledgebase page, and the manage cases page through the primary navigation.
1.1.1 Screenshot
1.1.2
1.1.2 Page Content
English Text
Want to provide formal feedback to the office of Federal Student Aid?
File a complaint, report a suspicious activity, or provide positive feedback with the Enterprise Complaint System.
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English Text
File a Complaint
Dissatisfied with your experience in the federal student aid process? File a formal complaint on behalf of yourself or
someone else.
We do not handle
•
•
•
cases involving privately issued loans (visit the Consumer Financial Protection Bureau to file a complaint
about private loans) or
general inquiries (visit StudentAid.gov for frequently asked questions and other general information) or
complaints about your education that are unrelated to the federal student aid process.
[File Complaint]
Report Suspicious Activity
Do you have information about a school or person that you think has violated federal laws regarding federal student
aid? Please let us know. We will protect your identity in accordance with the Department of Labor’s Whistleblower
Protection Program, investigate your claim, and take action accordingly.
[Report Suspicious Activity]
Submit Positive Feedback
Has the U.S. Department of Education, your school, or your federal loan servicer positively impacted your financial
aid experience? Please let us know.
[Submit Positive Feedback]
1.1.3 Hover Help Text
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1.1.4 Error Messaging
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1.2 “Login” Page: Complaint
The File a Complaint page will present the customer with 3 options – provide an FSA ID via logging in or creating an FSA ID,
provide contact information without logging in, or file a complaint anonymously. This page outlines the advantages and
disadvantages of the three ways to file a complaint.
1.2.1 Screenshot
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1.2.2 Page Content
English Text
How do you want to file your complaint? Choose how much information you want to share.
With your FSA ID you can communicate with the U.S. Department of Education and view your complaint online.
Do you want to log in with your FSA ID?
If you provide an FSA ID, you can
• view your case details online, including the case’s status;
• provide supporting documentation and information to the U.S. Department of Education (ED) about your case
online;
• receive notifications when there are updates to your case’s status;
• express how you want the case resolved;
• contact ED about your case using your case number.
[Log In with FSA ID]
Create an FSA ID
Do you want to continue without your FSA ID?
Providing your contact information will allow the U.S. Department of Education (ED) to contact you if more information
or documentation is needed to respond to your case. You will receive a case number to reference your case when you
communicate with ED representatives.
[Continue without FSA ID]
If you would like to update and view your case online, please log in with or create an FSA ID.
Filing your complaint anonymously allows you to choose how much, if any, contact information you provide.
Anonymous cases will not receive a case number or have the option to hear back from the U.S. Department of
Education (ED).
[Continue Anonymously]
If you would like to update and view your case online or stay in touch with ED if necessary, please log in with or create
an FSA ID.
1.2.3 Hover Help Text
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1.2.4 Error Messaging
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1.3 “Login” Page: Complaint—Pop up: Anonymous
This version of the “Login” Page appears when a Customer selects that they would like to file a Complaint Anonymously.
1.3.1 Screenshot
1.3.2 Page Content
English Text
Are you sure you want to continue anonymously?
Please note that if you choose to file anonymously, you will not have the option to hear back from the U.S. Department
of Education. Rather, your case will be used only for our records.
[Go Back]
[Continue Anonymously]
1.3.3 Hover Help Text
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1.3.4 Error Messaging
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1.4 “Login” Page: Complaint—Pop up: Unauthenticated Identified
This version of the “Login” Page appears when a Customer selects that they would like to proceed with the complaint
submission process without logging in.
1.4.1 Screenshot
1.4.2 Page Content
English Text
Are you sure you want to continue without logging in with your FSA ID?
Please note that if you choose to file without your FSA ID, you won’t be able to manage your case online. Logging in
with your FSA ID is the best way to ensure that ED can effectively handle your case.
[Go Back]
[Provide Contact Information (without FSA ID)]
1.4.3 Hover Help Text
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1.4.4 Error Messaging
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1.5 “Login” Page: Suspicious Activity
The Login page will present the customer with 3 options – provide an FSA ID via logging in or creating an FSA ID, provide
contact information without logging in, or file anonymously. This page outlines the advantages/disadvantages of the three
ways to file a Suspicious Activity Report.
1.5.1 Screenshot
1.5.2 Page Content
English Text
How do you want to report the suspicious activity? Choose how much information you want to share
With your FSA ID you can communicate with the U.S. Department of Education and view your suspicious activity report
online.
Do you want to log in with your FSA ID?
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English Text
If you provide an FSA ID, you can
• view your case details online, including the case’s status;
• provide supporting documentation and information to the U.S. Department of Education (ED) about your case
online;
• contact ED about your case using your case number.
[Log In with FSA ID]
Create an FSA ID
Do you want to continue without your FSA ID?
Providing your contact information will allow the U.S. Department of Education (ED) to contact you if more information
or documentation is needed to review your case. You will receive a case number to reference your case when you
communicate with ED representatives.
[Continue Without FSA ID]
If you would like to update and view your case online, please log in with or create an FSA ID.
Reporting the suspicious activity anonymously allows you to choose how much, if any, contact information you provide.
Anonymous suspicious activity reports will not receive a case number. Please consider providing contact information,
since it may help ED investigate the suspicious activity.
[Continue Anonymously]
If you would like to update and view your case online or stay in touch with ED if necessary, please log in with or create
an FSA ID.
1.5.3 Hover Help Text
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1.5.4 Error Messaging
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1.6 “Login” Page: Positive Feedback
The Login page will present the customer with 3 options – provide an FSA ID via logging in or creating an FSA ID, provide
contact information without logging in, or file anonymously. This page outlines the advantages/disadvantages of the three
ways to file a Compliment.
1.6.1 Screenshot
1.6.2 Page Content
English Text
How do you want to submit your positive feedback? Choose how much information you want to share
Log in with you FSA ID or continue without logging in to share your positive feedback with the U.S. Department of
Education.
Do you want to log in with your FSA ID?
Log in with your FSA ID to identify yourself before submitting your compliment.
[Log In with FSA ID]
Create an FSA ID
Do you want to continue without your FSA ID?
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English Text
Don’t want to use an FSA ID to submit your positive feedback? You can provide contact information without
logging in.
[Continue Without FSA ID]
Don't want to identify yourself? Submit your positive feedback anonymously.
[Continue Anonymously]
1.6.3 Hover Help Text
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1.6.4 Error Messaging
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1.7 “Login” Page: Unauthorized Account
A Customer with an account that is not “Full Match” or “Pending”, if a true contact match was not found (i.e., match on First
Name, Last Name, and Email but no match on FSA ID), or if a duplicate exists in the system, the Customer will be directed to
the “Login” Page for an invalid account. They will be told to file as either Unauthenticated-Identified or UnauthenticatedAnonymous.
1.7.1 Screenshot
1.7.2 Page Content
English Text
The Social Security Administration (SSA) was unable to confirm your identity. The information in your FSA ID does
not match the information the SSA has on file. For assistance:
1. Call 1-800-433-3243 and speak to an agent.
2. Ask to be transferred to the FSA ID Help Desk.
If you still want to provide formal feedback, you can file a case without your FSA ID. You can also choose to file
anonymously.
[Provide Contact Information (Without FSA ID)]
[Continue Anonymously]
1.7.3 Hover Help Text
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1.7.4 Error Messaging
N/A
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2.1
Contact Information Page
“Contact Information” Page: Authenticated and Unauthenticated Identified
The Contact Information page will allow the Authenticated and Unauthenticated Identified Customers to provide contact
information for both themselves and if applicable, for someone else. This page is identical for Complaint and Suspicious
Activity submission, but Customers filing Compliments are not asked to provide State of Residency, or Preferred Method of
Contact. Customers filing Compliment cases will also not see the “Who is the Complainant” or “Who are you Filing on behalf
of?” sections, as Customers can not file Compliments on behalf of someone else. Further, Customers filing Compliments who
identified a Military Affiliation will not be given the option to choose their military type, total amount of tuition paid in the last
academic year, education benefits used, their branch, preferred contact/rank, age, or education center name and location.
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2.1.1 Screenshot
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2.1.2 Page Content
English Text
What is your contact information?
First Name*:
Last Name*:
Country of Residence*:
State of Residence*:
E-mail*:
Phone Number*:
Preferred Method of Contact*:
I am filing this complaint on behalf of:
-
Myself
Someone else
What is your relationship to that person?
I am a(n)*:
What is that person’s contact information?
First Name*:
Last Name*:
E-mail*:
Phone Number*:
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English Text
Military Affiliation
Is the complainant
•
•
•
an active member of the U.S. military,
a veteran of the U.S. military, or
a dependent of an active member or veteran of the U.S. military
-
Yes
No
I am*:
Total Amount of Tuition Paid in the Last Academic Year:
Paid Out of Pocket
Paid by Any Government Benefit
Education Benefits Used*: (Check all that apply.)
□ None
□ Post-9/11 GI Bill (Ch. 33)
□ Montgomery GI Bill Active Duty (MGIB-AD) (Ch. 30)
□ Montgomery GI Bill Selected Reserve (MGIB-SR) (Ch. 1606)
□ Tuition Assistance Top-Up
□ Reserve Educational Assistance Program (REAP) (Ch. 1607)
□ Survivors and Dependents Assistance (DEA) (Ch. 35)
□ Vocational Rehabilitation and Employment (VR&E) (Ch. 31)
□ Veterans Retraining Assistance Program (VRAP)
□ Federal Tuition Assistance (TA)
□ State-funded Tuition Assistance (TA) for service members performing Active Guard and Reserve
(AGR) duties
□ Military Spouse Career Advancement Accounts (MyCAA)
□ Federal student aid (e.g., Federal Pell Grants, Direct Subsidized or Unsubsidized Loans, Federal
Stafford Loans, Federal Perkins Loans, and PLUS loans)
Branch*:
Rank:
Age*:
Education Center Name and Location*:
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English Text
[Next]
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2.1.3 Hover Help Text
Hover Element
What is your contact
information?
English Text
If you logged in with your FSA ID, then your first name, last name, e-mail address,
and phone number have been filled in for you. You may update your phone number.
However, first name, last name, and e-mail address can’t be changed here. To change that
information, update your account through StudentAid.gov/login.
If you have not logged in with your FSA ID, please enter your information according
to the instructions below:
Enter your first name and last name exactly as it appears on your Social Security card. Use
your proper name, not a nickname. Your entry must contain only letters (A–Z, a–z)
apostrophes ('), hyphens (-), or blanks (spaces) for first name and last name. If the first
character is not a blank space, then it must be a letter. No other characters are allowed.
Enter the country and state of residence for your current mailing address.
E-mail
Phone Number
Enter your preferred method of contact, either e-mail or phone, in case the U.S.
Department of Education needs to contact you about your case. We will do our best to contact
you via your preferred method.
Enter your e-mail address to receive important information about your case. That way, you
can receive updates to your case, and the U.S. Department of Education can contact you if it
needs more information to handle your case.
• A valid e-mail address usually looks like this: andrew@msn.com or
john.doe@yahoo.com
• E-mail addresses can have only one “@” symbol. Periods cannot appear first, last, or
next to another period.
Enter your primary phone number. Provide the area code first. Enter the numbers without
parentheses or dashes, for example, 2025551212.
I am filing this
complaint on behalf
of:
If you are filing on behalf of yourself, then you are the complainant.
What is your
relationship to the
Complainant?
The complainant is the person on whose behalf you are filing a case.
What is the
Complainant’s
Contact
Information?
In order to adequately handle your case, the U.S. Department of Education needs to
understand whom your case is about. We may need to contact the complainant.
Military Affiliation
If you are filing on your own behalf, please indicate whether you are affiliated with
the military. If you are filing on someone else’s behalf, please indicate whether that
person is affiliated with the military.
If you are filing on behalf of someone else, then that person is the complainant.
Enter your relationship to the complainant. Because you indicated that you are filing on
behalf of someone else, the U.S. Department of Education needs to know your relationship to
that person.
If the complainant is affiliated with the military, please enter the type of affiliation, the
education benefits that apply (past or present), the affiliated military branch, the amount of
tuition paid by the government and out of pocket, an age bracket, a rank, and an education
center and its location.
2.1.4 Error Messaging
Error messaging will display below the particular field for which the error was thrown.
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Validation
Element
First Name
English Text
Please provide your legal first name, containing only letters (A–Z, a–z), apostrophes ('),
hyphens (-), or blanks (spaces).
Last Name
Please provide your legal last name, containing only letters (A–Z, a–z), apostrophes ('),
hyphens (-), or blanks (spaces).
State of Residence
Please indicate your state of residence.
Country of
Residence
Please indicate your country of residence.
E-mail Address
Please provide your e-mail address. The address can contain only one “@” symbol, and
periods cannot appear first, last, or next to another period.
Phone Number
Please provide your phone number without parentheses or hyphens, starting with the
area code.
Preferred Method of
Contact
Please indicate your preferred method of contact.
Who is the
complainant?
Please indicate whether you are filing this complaint on your own behalf or on someone
else’s behalf.
Relationship to
Complainant
Please indicate your relationship to the complainant.
Military Type
Please indicate a military type.
Education Benefits
Used
Please indicate the military education benefits used.
Branch
Please indicate a military branch.
Age
Please indicate an age bracket.
Education Center
and Location
Please provide an education center and location.
First Name
Please provide the complainant’s first name, containing only letters (A–Z, a–z),
apostrophes ('), hyphens (-), or blanks (spaces).
Last Name
Please provide the complainant’s legal last name, containing only letters (A–Z, a–z),
apostrophes ('), hyphens (-), or blanks (spaces).
E-mail Address
Please provide the complainant’s e-mail address. The address can contain only one “@”
symbol, and periods cannot appear first, last, or next to another period.
Phone Number
Please provide the complainant’s phone number without parentheses or hyphens, starting
with the area code.
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2.1.5 Table of Preferred Method of Contact
English Text
E-mail
Phone
2.1.6 Table of Relationship to Complainant Values
English Text
Advocate
Attorney
Child
Congressional Representative
Cosigner/Comaker
Financial Aid Officer
Friend
Parent/Guardian
Relative
School Representative
Servicer
Sibling
Significant Other
Spouse
2.1.7 Table of Active Military/Veteran Values
English Text
Service Member (Active Duty)
Service Member (Reserves)
Service Member (National Guard)
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English Text
Spouse or Family Member
Veteran
2.1.8 Table of Tuition Values
English Text
Less than $1,000
$1,000–$4,999
$5,000–$9,999
$10,000–$19,999
$20,000–$29,999
More than $30,000
N/A
2.1.9 Table of Military Branch Values
English Text
Air Force
Army
Coast Guard
Marines
Navy
NOAA (National Oceanic and Atmospheric Administration)/PHS (Public Health Service)
2.1.10 Table of Military Contacts/Ranks
English Text
E-1--PVT--Army/Marines
E-1--AB--Air Force
E-1--SR-Navy/Coast Guard
E-2--Amn--Air Force
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E-2--SA--Navy/Coast Guard
E-3--PFC—Army
E-3--LCpl—Marines
E-3--A1C--Air Force
E-3--SN--Navy/Coast Guard
E-4--SPC—Army
E-4--CPL—Army
E-4--CPL—Marines
E-4--SrA--Air Force
E-4--PO3--Navy/Coast Guard
E-5--SGT—Army
E-5--Sgt—Marines
E-5--SSgt--Air Force
E-5--PO2--Navy/Coast Guard
E-6--SSG--Army
E-6--SSgt--Marines
E-6--TSgt--Air Force
E-6--PO1--Navy/Coast Guard
E-7--SFC--Army
E-7--GySgt--Marines
E-7--MSgt--Air Force
E-7--CPO--Navy/Coast Guard
E-8--MSG--Army
E-8--1SG-Army
E-8--MSgt--Marines
E-8--1stSgt--Marines
E-8--SMSgt-Air Force
E-8--SCPO--Navy/Coast Guard
E-9--SGM--Army
E-9--CSM--Army
E-9--SMA--Army
E-9--MGySgt--Marines
E-9--SgtMaj--Marines
E-9--SgtMajMarCor--Marines
E-9--CMSgt--Air Force
E-9--CCM--Air Force
E-9--CMSAF--Air Force
E-9--MCPO--Navy/Coast guard
E-9--MCPON--Navy/Coast Guard
W-1--W01--Army
W-1--W0--Marines
W-2--CW2--Army
W-2--CW02--Marines/Navy/Coast Guard
W-3--CW3--Army
W-3--CW03--Marines/Navy/Coast Guard
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W-4--CW4--Army
W-4--CW04--Marines/Navy/Coast Guard
W-5--CW5--Army
W-5--CW05--Marines/Navy/Coast Guard
O-1--2LT--Army
O-1--2ndLt--Marines
O-1--2d Lt--Air Force
O-1--ENS--Navy/Coast Guard
O-2--1LT--Army
O-2--1st Lt--Marines
O-2--1st Lt--Air Force
O-2--LTJG--Navy/Coast Guard
O-3--CPT--Army
O-3--Capt--Marines/Air Force
O-3--LT--Navy/Coast Guard
O-4--MAJ--Army
O-4--Maj--Marines/Air Force
O-4--LCDR--Navy/Coast Guard
O-5--LTC--Army
O-5--LtCol--Marines
O-5--LtCol--Air Force
O-5--CDR--Navy/Coast Guard
O-6--COL--Army
O-6--Marines/Air Force
O-6--Navy/Coast Guard
O-7--BG--Army
O-7--Bgen--Marines
O-7--Brig Gen--Air Force
O-7--RDML--Navy/Coast guard
O-8--MG--Army
O-8--Maj Gen--Marines
O-8--Maj Gen- Air Force
O-8--RADM--Navy/Coast guard
O-9--LGT--Army
O-9--LtGen--Marines
O-9--LtGen--Air Force
O-9--VADM--Navy/Coast Guard
O-10--GEN--Army
O-10--GEN--Marines/Air Force
O-10--ADM--Navy/Coast Guard
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2.1.11 Table of Age Values
English Text
Do not wish to disclose
Under 20
20–29
30–39
40–49
50–59
60 and over
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2.2
“Contact Information” Page: Anonymous
The Contact Information page will allow the Unauthenticated Anonymous Customers to identify military affiliation and provide
optional contact information. This page is identical for Complaint, Suspicious Activity, and Compliment submission.
2.2.1 Screenshot
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2.2.2 Page Content
English Text
Contact Information
Optional Contact Information
It's up to you to determine how much personal information you provide. Please note that providing your contact
information allows the U.S. Department of Education to reach you for more information about your complaint.
(Displays for Complaints and Suspicious Activity case types only. Does not display for Compliments)
First Name:
Last Name:
E-mail Address:
Phone Number:
Military Affiliation (?)
Is the complainant
•
•
•
an active member of the U.S. military,
a veteran of the U.S. military, or
a dependent of an active member or veteran of the U.S. military
-
Yes
No
I am*:
Total Amount of Tuition Paid in the Last Academic Year:
Paid Out of Pocket
Paid by Any Government Benefit
Education Benefits Used*: (Check all that apply.)
□ None
VA Education Programs (e.g., GI Bill)
□ Post-9/11 GI Bill (Ch. 33)
□ Montgomery GI Bill Active Duty (MGIB-AD) (Ch. 30)
□ Montgomery GI Bill Selected Reserve (MGIB-SR) (Ch. 1606)
□ Tuition Assistance Top-Up
□ Reserve Educational Assistance Program (REAP) (Ch. 1607)
□ Survivors and Dependents Assistance (DEA) (Ch. 35)
□ Vocational Rehabilitation and Employment (VR&E) (Ch. 31)
□ Veterans Retraining Assistance Program (VRAP)
Military Tuition Assistance (Title 10)
□ Federal Tuition Assistance (TA)
□ State-funded Tuition Assistance (TA) for service members performing Active Guard and Reserve (AGR)
duties
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English Text
□ Military Spouse Career Advancement Accounts (MyCAA)
□ Federal student aid (e.g., Federal Pell Grants, Direct Subsidized or Unsubsidized Loans, Federal Stafford
Loans, Federal Perkins Loans, and PLUS loans)
Branch*:
Rank:
Age*:
Education Center Name and Location*:
[Next]
2.2.3 Hover Help Text
Hover Element
English Text
If you are filing on your own behalf, please indicate whether you are affiliated
with the military. If you are filing on someone else’s behalf, please indicate
whether that person is affiliated with the military.
Military Affiliation
If the complainant is affiliated with the military, please enter the type of affiliation, the
education benefits that apply (past or present), and the affiliated military branch.
Because you are filing anonymously, your contact information is for U.S.
Department of Education (ED) records only. ED offers you the option to fill in your
information so that it can contact you for more information. For complex cases, ED
recommends that you log in with your FSA ID to ensure that ED can contact you if
necessary.
Optional Contact
Information
If you choose to provide your contact information, please provide your primary
phone number and e-mail address.
Please enter your first name and last name exactly as they appear on your Social
Security card. Use your proper name, not a nickname.
2.2.4 Error Messaging
Error messaging will display below the particular field for which the error was thrown.
Validation
Element
English Text
Military Type
Please indicate a military type.
Education Benefits
Used
Please indicate the military education benefits used.
Military Branch
Please indicate a military branch.
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Age
Please indicate an age bracket.
Education Center
and Location
Please provide an education center and its location.
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3.1
What Happened?
“What Happened?” Page: Complaint
This section depicts the “What Happened?” Page for a Complaint submission. This page allows Customers to answer questions
about their complaint case. However, Anonymous Customers will not have the option to hear back from the Department of
Education or provide details about their desired resolution. The questions on this page will dynamically appear based on a
Customer’s previous answers and will never all appear on the page at the same time as shown in the screenshot in section
3.1.1.
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3.1.1 Screenshot
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3.1.2 Page Content
English Text
Tell us what happened.
Please describe your complaint.
3200 characters remaining
What do you think would be a fair outcome to your issue?
3200 characters remaining
What is your complaint?
What led to your poor experience?
What website is your complaint about?
What browser were you using when you encountered your issue?
Which contact center is your complaint about?
What is the name of the customer service representative with whom you were speaking?
Please categorize your complaint to the best of your ability to help us appropriately handle your case.
When did you experience the situation that led to your complaint?
•
Applying for Aid (FAFSA) - You were in the process of learning about financial aid, completing a FAFSA, or
had already completed a FAFSA.
•
Receiving Aid - You were enrolled in school and receiving financial aid or you were completing the necessary
loan documentation and activities needed to receive your grant, student loan, work-study, or parent loan to
pursue your education.
•
Repaying Aid - You were either in your grace period, actively trying to make payments to your servicer, or in
deferment or forbearance.
•
In Default – You had failed to make payments on your student loan for 270 days or more.
How would you categorize your complaint?
More specifically?
What is the name of your federal student loan servicer?
Which collection agency has been contacting you?
What is the name of your school?
Would you like to hear back from us?
•
•
Yes, I would like the U.S. Department of Education to respond to me with additional information regarding my
case.
No, I do not require a response—this is for the U.S. Department of Education’s information only.
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English Text
[Next]
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3.1.3 Hover Help Text
Hover Element
English Text
What is your complaint?
Please select the category that best describes the type of issue that led to your complaint.
What led to your poor
experience?
Please select the subcategory that best describes the type of issue that led to your
complaint.
What website is your
complaint about?
Please select the website that your complaint is about.
What browser were you
using when you
encountered your issue?
Please select the name of the Web browser that you were using when you encountered the
issue that led to your complaint.
Which contact center is
your complaint about?
Enter the name of the U.S. Department of Education contact center that your case is about.
What was the name of
the customer service
representative with
whom you were
speaking?
Please provide the name of the customer service representative about whom you wish to
complain.
What is the name of your
federal student loan
servicer?
Please select the loan servicer related to this case. The name of your servicer will help us
when reviewing your case.
Which collection agency
has been contacting you?
Please select the collection agency that has been contacting you.
Please provide any
additional details about
your complaint.
Explicitly state what your complaint is, and tell us what happened. Please provide any
additional details that would be helpful for the U.S. Department of Education to know so
that we can adequately address your case.
If you do not know your servicer, you can find out by visiting StudentAid.gov/login.
For example, if you are having a website issue, please provide your operating system and
the version of the browser you were using when you experienced the website issue. If you
are having an issue with customer support, please provide the time and date of your
conversation with the customer service representative when you encountered your issue.
What do you think would
be a fair outcome to your
issue?
Please describe your ideal outcome. However, please be advised that the U.S. Department
of Education cannot guarantee your ideal resolution. Depending on your issue, examples of
possible outcomes may include the following: informing policymakers of your feedback,
performing an investigation of your school or loan servicer, or documenting your issue for
our records.
When did you experience
the situation that led to
your complaint?
We need to understand your reason for contacting the U.S. Department of Education at the
time you decided to file a complaint. Even if you do not believe your case is related to
where you were in the student aid process at that time, we may need this information in
order to effectively handle your complaint. Please select the option that best describes
when you experienced your complaint.
How would you
categorize your
complaint?
We need a little more detail about what aspect of the federal student aid process you’re
complaining about.
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Hover Element
English Text
More specifically?
We need to understand what specifically you were trying to do or learn about when you
experienced the situation that led to your complaint.
What is the name of your
school?
Please provide the name of the school that is disbursing (paying out) your aid. If your case
is directly related to your school, we may need to contact the school.
Although we may not contact your school, we require that you disclose this information if
you are receiving aid.
Would you like to hear
back from us?
Please indicate if you would like to hear back from us regarding case updates and potential
case resolution.
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3.1.4 Error Messaging
Error messaging will display below the particular field for which the error was thrown.
Validation Element
English Text
Please provide any
additional details about the
complaint.
Please provide additional details.
Would you like to hear
back from us?
Please select an option.
3.1.5 Table of Issue Types
English Text
Negative Experience with Customer Support
Decision or Process Concerning Federal Student Aid
Website or Online Experience
Laws or Rules About Federal Student Aid
3.1.6 Table of Issue Subtypes
The Issue Subtypes are the drop down values that will show if a Customer selects that their complaint is “Negative Experience
with Customer Support” or “Website or Online Experience”
English Text
Incorrect or Incomplete Information
Dissatisfied With Level of Support
Unprofessional Behavior
Website Outage
Confusing Web Navigation
Site Error Message
Unclear or Insufficient Directions
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3.1.7 Table of Website Names
English Text
StudentAid.gov
StudentLoans.gov
TEACH-ATS.ed.gov
NSLDS.ed.gov
myeddebt.ed.gov
ECSI Federal Perkins Loan Servicer Website
fsaid.ed.gov
FAFSA.gov
disabilitydischarge.com
Federal Loan Servicer Website
3.1.8 Table of Web Browsers
English Text
Apple Safari
Google Chrome
Microsoft Internet Explorer
Mozilla Firefox
Other
3.1.9 Table of Contact Centers
English Text
Federal Student Aid Information Center 1-800-4-FED-AID
Student Loan Support Center 1-800-557-7394
Default Resolution Group Service Center 1-800-621-3115
FSA ID Help 1-800-557-7394
Ombudsman 1-877-557-2575
Federal Loan Servicer Customer Service Center
ECSI Federal Perkins Loan Servicer Customer Service Center
FFEL Loan Holder/Servicer Customer Service Center
Collection Agency Customer Service Center
3.1.10 Table of Servicers
ED
ED
ED
ED
–
–
–
–
English Text
Cornerstone
HESC/EdFinancial
PHEAA
Granite State-GSMR
ED – Great Lakes
ED – MOHELA
ED – Nelnet
ED – OSLA Servicing
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English Text
ED – Navient
ED – VSAC Federal Loans
ECSI Federal Perkins Loan Servicer
ACS-Xerox
Bank of North Dakota
Nelnet Loan Services
Great Lakes Educational Loan Services
Georgia Student Finance Authority
Higher Education Servicing Corporation
Kentucky Higher Education
National Education Servicing
American Education Services (AES)
UHEAA
EdFinancial Services
OSLA Student Loan Servicing
MOHELA
Navient
Iowa Student Loan – Aspire
Granite State Management & Resource (GSMR)
Student Assistance Foundation
3.1.11 Table of Private Collection Agencies
English Text
Account Control Technology
Action Financial Services
Allied Interstate
CBE Group
Central Research
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English Text
Coast Professional
Collection Technology
ConServe
Credit Adjustments
Delta Management Associates
Enterprise Recovery Systems
EOS-CCA
FAMS
FMS
GC Services
Immediate Credit Recovery
National Recoveries
NCO Financial Systems
Pioneer Credit Recovery
Performant Corporation
Premiere Credit of North America
Progressive Financial Services
Van Ru Credit Corp
West Asset Management
Windham Professionals
3.1.12 Table of Complaint Categories
The Complaint Category Values are the possible drop down values for the first question that asks the Customer to categorize
their complaint, after selecting a Student Aid Lifecycle Phase. Only the drop down values relevant to the Student Aid Lifecycle
Phase indicated by the Customer will show (e.g. “Collection Agency” does not show if the Customer has indicated that they
are in the Applying for Aid process).
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English Text
Application or Eligibility
School
Federal Aid Receipt Process
Federal Aid Repayment
Military and Veteran Benefits
Credit Reporting
Collection Agency
3.1.13 Table of Complaint Subcategories
The Complaint Subcategory Values are the possible drop down values for the question that asks the Customer to further
categorize their complaint. Only the drop down values relevant to the Case Type Level 1 selected by the Customer will display
(e.g. “School Closure” does not show if the Customer has indicated their complaint is regarding credit reporting).
English Text
Completing the FAFSA
FAFSA Verification
Dependency Status
IRS Data Retrieval Tool (DRT)
FSA ID
Log-in Issue
Expected Family Contribution (EFC)
Adverse Credit and/or Documenting Extenuating Circumstances (PLUS)
PLUS Eligibility
Professional Judgment
School Recruiting and/or Marketing Practices
School Participation in Federal Student Aid Programs
Student Eligibility
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English Text
Misrepresentation
Third-Party FAFSA Submission Charge
Loan Disbursement (Payout) Process
Master Promissory Note (MPN) or Other Loan Documentation
Loan Counseling (Entrance, FACT, Exit, PLUS)
Transfer Credits to New School
School Owes Me Money (Credit Balance, Refund)
Delays Receiving Aid
Satisfactory Academic Progress (SAP)
Grant Disbursement (Payout) Process (Pell, TEACH, Iraq and Afghanistan Service Grant)
TEACH Grant Agreement to Serve
TEACH Grant Counseling
Loan Accuracy
Loan Fees
School Quality of Education
School Closure
FSEOG, Work-Study, and/or Perkins
Ineligible Program of Study
Loan Repayment Due to Withdrawal or Overpayment
Grant Repayment Due to Withdrawal or Overpayment
Loan Forbearance or Deferment
Total and Permanent Disability (TPD) Discharge
Public Service Loan Forgiveness (PSLF) Program
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English Text
Loan Payment Amount
Loan Discharge, Cancellation, or Forgiveness
Loan Consolidation
Loan Interest Rates
Loan Capitalized Interest
Loan Delinquency or Default
Loan Repayment Plan
Credit Reporting
Postgraduate Job Opportunities
Collection Practices
Collection Fees
Wage Garnishment
Tax Refund Offset
Disbursements
Third-Party Debt Relief
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3.2
“What Happened?” Page: Suspicious Activity
This “What Happened?” Page displays for a Customer who is filing a Suspicious Activity Report. For security purposes, these
Customers are not given the option to hear back from FSA.
3.2.1 Screenshot
3.2.2 Page Content
English Text
Tell us what happened.
In order to investigate your case, please categorize your suspicious activity below. This will help us direct your case to the
proper authorities and handle your case more quickly. Once you provide this information, you will have the opportunity to
describe the suspicious activity in detail.
What best describes the suspicious activity you are reporting?
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English Text
What is the name of your school?
Please describe the suspicious activity.
3200 characters remaining
[Next]
3.2.3 Hover Help Text
Hover Element
What best describes the
suspicious activity you
are reporting?
English Text
Please indicate the category of suspicious activity that best describes your case.
Identity Theft indicates any unlawful activities that use the identity of another person
(without permission) or of a nonexistent person to interact with the U.S. Department of
Education. An example of identity theft is when personal information is stolen from a victim
and used to create accounts (such as an FSA ID) and apply for or receive federal loans under
the victim’s name. This is also known as unlawful identity change.
School Fraud refers to fraud, waste, or abuse involving federal student aid (Federal Pell
Grants, Direct Loans, etc.) by a school, or a school’s misrepresentation of any aspect of the
educational program, its cost, or its outcome. Examples of school fraud include false reporting
of student loan default rates, student enrollment, and graduation and job placement data.
School fraud also includes compensating employees for securing student enrollment.
Distance Education Fraud is fraud related to distance learning, which is a method of
learning where students participate in classes and other correspondence over the Internet. An
example of distance education fraud includes completing financial aid applications using
identifiers solicited from individuals attending schools that offer distance education programs
and personally collecting the disbursed aid.
Student Fraud indicates situations where students, who may otherwise be ineligible for
student aid, falsify information in order to qualify for student aid. Examples of student fraud
include falsifying information on the FAFSA, or obtaining an invalid high school diploma.
Please select Other if you do not believe the suspicious activity that you are reporting falls
under any of these categories, then provide additional details in the following question.
What is the name of your
school?
Please provide the name of the school that is related to the suspicious activity you are
reporting. We may need to contact this school in order to conduct our investigation.
Please describe the
suspicious activity.
Explicitly describe the suspicious activity you would like the U.S. Department of Education to
know about. Please include any details that will help with the investigation of this activity. The
more detail you provide, the easier it will be to investigate this claim.
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3.2.4 Error Messaging
Error messaging will display below the particular field for which the error was thrown.
Validation
Element
English Text
What best describes
the suspicious
activity you are
reporting?
Please select an option.
What is the name of
your school?
Please provide your school.
Please describe the
suspicious activity.
Please provide details about the suspicious activity.
3.2.5 Table of Suspicious Activity Types
English Text
Identity Theft
School Fraud
Distance Education Fraud
Student Fraud
Third-Party Debt Relief Fraud
Other
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3.3
“What Happened?” Page: Positive Feedback
This “What Happened?” Page will display when a Customer is submitting Positive Feedback. Customers will not have the
option to hear back from the Department of Education or provide details about their desired resolution when they are
submitting Positive Feedback.
3.3.1 Screenshot
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3.3.2 Page Content
English Text
Tell us what happened.
Please tell us who you are complimenting. This will allow us
to identify what we do well within the student aid process and
what we can do better.
Who is your positive feedback about?
What is the name of your federal student loan servicer?
What is the name of your school?
Is there someone specific you would like to compliment?
Please enter your positive feedback below.
3200 characters remaining
[Next]
3.3.3 Hover Help Text
Hover Element
English Text
Who is your positive
feedback about?
Please tell us who your compliment is about. If your
compliment is not about your school, your servicer, or
the U.S. Department of Education, select “Other” and
tell us who your compliment is about in the following
question.
What is the name of your
federal student loan
servicer?
Please select the servicer that your compliment is
about.
What is the name of your
school?
Please select the school that your compliment is about.
Is there someone specific
you would like to
compliment?
Please enter the name of the person who positively
impacted your experience.
Please enter your positive
feedback below.
Tell us about the experience(s) that led you to want to
submit a compliment.
If you do not know your servicer, you can find out by
visiting StudentAid.gov/login.
If you previously selected “Other,” please tell us who
your compliment is about.
3.3.4 Error Messaging
Error messaging will display below the particular field for which the error was thrown.
46
Validation
Element
English Text
Who is your positive
feedback about?
Please select an option.
What is the name of
your federal student
loan servicer?
Please select an option.
What is the name of
your school?
Please select your school.
Please enter your
positive feedback
below.
Please provide additional details about the experience(s)
that led you to want to submit a compliment.
3.3.5 Table of Compliment Entities
English Text
My School
My Federal Student Loan Servicer
U.S. Department of Education
Other
47
4 Review and Submit
4.1
“Review and Submit” Page
The Review and Submit page allows the Customer to review and edit all previous answers before submitting the complaint,
compliment, or suspicious activity. This page displays the questions and answers of the Customer, which vary depending on
the Case Type and subsequent question answers. The text unique to this page include the Edit buttons, the disclaimer at the
bottom of the page, and the Submit button. An error message will be thrown if a Customer clicks “Submit” without checking
the checkbox.
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4.1.1 Screenshot
49
4.1.2 Page Content
English Text
[EDIT] link
The complainant is a service member.
The information above is true to the best of my knowledge.
[Submit]
4.1.3 Hover Help Text
N/A
4.1.4 Error Messaging
Validation Element
The information above
is true to the best of my
knowledge.
English Text
Please check to confirm the above information is true.
50
5 Confirmation
5.1
“Confirmation” Page: Authenticated
This Confirmation Page displays for an Authenticated Customer. The Authenticated Customer receives a case number and
messaging about hearing back from the Department of Education in 2 business days upon submission. The messaging varies
depending on the case type, as case types have different response procedures and case management functionality.
5.1.1 Screenshot
51
52
5.1.2 Page Content
English Text
Thank you for submitting your complaint. If you opted to hear
back from the U.S. Department of Education, we will do our
best to respond within the next 15 days.
Your case number is XXXXXXX. Please save the case number
for your records. You can update or check the status of your
complaint at any time via Case Management.
Thank you for submitting your suspicious activity report.
Your case number is XXXXXXX. Please save the case number
for your records. You can update or check the status of your
case at any time via Case Management.
Thank you for submitting your positive feedback.
[Back to Provide Formal Feedback]
5.1.3 Hover Help Text
N/A
5.1.4 Error Messaging
N/A
5.2
“Confirmation” Page: Unauthenticated Identified
This Confirmation Page displays for an Unauthenticated Identified Customer. The Unauthenticated Identified Customer
receives a case number and messaging about hearing back from FSA in 2 business days upon submission, but they are given
no information about online case management. The messaging varies depending on the case type, as case types have
different response procedures and case management functionality
5.2.1 Screenshot
53
54
5.2.2 Page Content
English Text
Thank you for submitting your complaint. If you opted to hear
back from the U.S. Department of Education, we will do our
best to respond within the next 15 days.
Your case number is XXXXXXX. Please save the case number
for your records.
Thank you for submitting your suspicious activity report.
Your case number is XXXXXXX. Please save the case number
for your records.
Thank you for submitting your compliment.
[Back to Provide Formal Feedback]
5.2.3 Hover Help Text
N/A
5.2.4 Error Messaging
N/A
55
56
5.3
“Confirmation” Page: Unauthenticated Anonymous
This Confirmation Page displays for an Unauthenticated Anonymous Customer. The Unauthenticated Anonymous Customer
does not receive a case number or messaging about hearing back from the Department of Education. The messaging varies
depending on the case type, as case types have different response procedures and case management functionality
5.3.1 Screenshot
57
58
5.3.2 Page Content
English Text
Thank you for submitting your complaint.
Thank you for submitting your suspicious activity report.
Thank you for submitting your compliment.
[Back to Provide Formal Feedback]
5.3.3 Hover Help Text
N/A
5.3.4 Error Messaging
N/A
6 My Cases
6.1
“My Cases” Page: Unauthenticated
This “My Cases” Page displays when an Unauthenticated Customer (Identified or Anonymous) goes to the “My Cases” page
from the primary menu navigation. The Customer is prompted to log in in order to update or manage cases.
6.1.1 Screenshot
59
6.1.2 Page Content
English Text
My Cases
Log in with your FSA ID if you would like to
•
•
•
•
view your case history,
view case details,
track your cases, or
update your cases.
[Log In]
Don’t have an FSA ID?
Create an FSA ID
6.1.3 Hover Help Text
N/A
6.1.4 Error Messaging
N/A
6.2
“My Cases” Page: Authenticated
An Authenticated Customer can see the Case History page which includes a table of previously submitted cases. A customer
can access the details of a case by clicking on a Case Number listed in the table. Customers also are able to sort cases by
each attribute in the table.
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6.2.1 Screenshot
6.2.2 Page Content
English Text
My Cases
Case History
Case Number
Date Submitted
Status
Case Type
Case Categorization
Issue Type
Complainant Name
*For Possible Values of Case Types and Status refer to the Tables in Section 6.3
61
6.2.3 Hover Help Text
N/A
6.2.4 Error Messaging
N/A
62
6.3
“My Cases” Page: Pending Status
The “My Cases” Page for Pending Status will display when a Customer logs in with an FSA ID, but the status of their account is
“Pending”.
6.3.1 Screenshot
6.3.2 Page Content
English Text
My Cases
Your case history is not available because your identity is not
yet confirmed by the Social Security Administration. Please
note that if you recently created an FSA ID, it may take up to
3 days for your identity to be confirmed.
Case History
Case Number, Date Submitted, Status, Case Type, Case
Categorization, Issue Type, Complainant Name.
You have no cases.
63
6.3.3 Hover Help Text
N/A
6.3.4 Error Messaging
N/A
64
6.4
“Case Details” Page
An Authenticated Customer can see the details of a case and can provide an update to a case with an open status.
6.4.1 Screenshot
65
6.4.2 Page Content
English Text
Case Details
Case Information
Case Number
Date Submitted
Status
Case Type
Case Categorization
Issue Type
Additional Description
Response Requested
My Contact Information
First Name
Last Name
E-mail
Phone Number
Preferred Method of Contact
Country of Residence
State of Residence
Relationship to Complainant
Complainant Information
First Name
Last Name
E-mail
Phone Number
Preferred Method of Contact
Add Details to Your Case
Please note that you should add comments and
supporting documentation to your case only when
requested by a U.S. Department of Education service
team member who is handling your case.
Add a comment to your case:
Upload supporting documentation: [Browse]
[Submit]
66
English Text
Associated Documentation
You have not provided any additional information.
OR
Date, File Name, Size
My Case Comments
Date, Content
6.4.3 Hover Help Text
N/A
6.4.4 Error Messaging
N/A
6.4.5 Table of Status Values
Please note this table only shows the Customer Facing Values that represent a case’s status. For example, “In Progress”
represents multiple case status values that will only be seen by the intake specialist.
English Text
In Progress
Update Received
Waiting for Customer
Resolved
Referred
6.4.6 Table of Case Type Values
Please note that Compliments do not show up in the Case History Table, as Case Management functionality does not support
Compliments.
English Text
Complaint
Suspicious Activity
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7 FAQs
7.1
“FAQs” Page
All Customers are able to perform a keyword search for FAQs on this page and see the most popular questions. However, only
Authenticated Customers will have the ability to see “My Recently Viewed Answers”.
7.1.1 Screenshot
7.1.2 Page Content
English Text
Search for FAQs
[Search]
Popular Questions
My Recently Viewed Articles
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7.1.3 Hover Help Text
N/A
7.1.4 Error Messaging
N/A
69
7.2
“Search Results” Page
All Customers are able to see the results of a keyword search on this page and see the most popular questions. However, only
Authenticated Customers will have the ability to see “My Recently Viewed Answers”.
7.2.1 Screenshot
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7.2.2
Page Content
English Text
[Search]
Search Results
Page 1 [Next>>]
Popular Questions
My Recently Viewed Articles
7.2.3 Hover Help Text
N/A
7.2.4 Error Messaging
N/A
71
7.3
“Search Results” Page: No Results Found
All Customers are able to search for FAQs and see the most popular questions. However, only Authenticated Customers will
have the ability to see “My Recently Viewed Answers”. This page shows the text that displays when the keyword search does
not return any results.
7.3.1 Screenshot
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7.3.2 Page Content
English Text
[Search]
No results found.
Suggestions:
•
•
Make sure all words are spelled correctly.
Use different words that mean the same thing.
Popular Questions
My Recently Viewed Articles
7.3.3 Hover Help Text
N/A
7.3.4 Error Messaging
N/A
73
7.4
“Article Details” Page
A drilldown on the title of any article in the knowledgebase leads the Customer to the “Article Details” Page. This page
includes a tertiary menu navigation to the previous pages with the title of the article in the menu navigation.
7.4.1 Screenshot
7.4.2 Page Content
English Text
{Knowledge Article Title}
{Knowledge Article Content}
7.4.3 Hover Help Text
N/A
7.4.4 Error Messaging
N/A
74
8 Master Items
8.1
Primary Menu Navigation
The Primary Menu Navigation is shown on the Provide Feedback Page, the Case Management Pages and the FAQ Pages. This
allows the Customer to toggle between these pages.
8.1.1 Screenshot
8.1.2 Content
English Text
Provide Feedback
My Cases
FAQs
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8.2
Secondary Menu Navigation
The Secondary Menu Navigation appears during the submission flow for a Complaint, Compliment and Suspicious Activity
Report and allows the Customer to navigate to previous pages.
8.2.1 Screenshot
8.2.2 Content
English Text
Contact Information
What Happened?
Review and Submit
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8.3
Tertiary Menu Navigation
8.3.1 Screenshot
8.3.2 Content
English Text
Back to Feedback Home Page
File a Complaint
Report Suspicious Activity
Submit a Compliment
My Cases
Case Details
Search FAQs
Search Results
77
8.4
Header
This header appears on all ECS pages. If the Customer is logged in, the “LOGOUT” link will appear in the header.
8.4.1 Screenshot
8.4.2 Content
English Text
ABOUT US
ENGLISH
ESPAÑOL
LOG OUT
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8.5
Footer
This footer appears on all ECS pages.
8.5.1 Screenshot
8.5.2 Content
English Text
FOIA
Privacy
Notices
usa.gov
ed.gov
whitehouse.gov
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8.6
Common Questions Side Pane
The Common Questions Side Pane appears during the submission process for a Complaint, Suspicious Activity Report or
Compliment. The articles listed are dynamically based on a Customer’s answers to questions throughout the flow.
8.6.1 Screenshot
8.6.2 Content
English Text
Common Questions
Search for More FAQs
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8.7
FAQ Need Help Side Pane
The FAQ Need Help side pane appears on the “FAQs” Page, “Search Results” Page, and “Article Details” Page.
8.7.1 Screenshot
81
8.7.2 Content
English Text
Need Help?
Use the following resources for more general help regarding federal student aid:
Visit StudentAid.gov/FSAID for additional information regarding the FSA ID
Contact the Federal Student Aid Information Center at
following:
1-800-4-FED-AID for more information about the
- Completing the FAFSA
- Status of your FAFSA
See more FAQs regarding federal student loans at StudentLoans.gov.
Contact your school's financial aid office directly for information about the following:
- Loan status
- Loan cancellation
- Loan disbursement amount and dates
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| File Type | application/pdf |
| File Title | Enterprise Complaint System Implementation |
| Author | Tamburelli, Laura |
| File Modified | 2016-03-02 |
| File Created | 2016-03-02 |