GI Bill School Feedback Tool (Formerly Principles of Excellence Complaint Feedback Tool)

ICR 202112-2900-003

OMB: 2900-0797

Federal Form Document

Forms and Documents
Document
Name
Status
Supplementary Document
2022-03-15
Supporting Statement A
2022-03-18
Supplementary Document
2021-12-21
ICR Details
2900-0797 202112-2900-003
Received in OIRA 202003-2900-016
VA VBA-EDU-NK
GI Bill School Feedback Tool (Formerly Principles of Excellence Complaint Feedback Tool)
Reinstatement with change of a previously approved collection   No
Regular 03/18/2022
  Requested Previously Approved
36 Months From Approved
1,202 0
300 0
0 0

Executive Order 13607, Establishing Principles of Excellence, which is now identified as the GI Bill School Feedback Tool is used for Educational Institutions serving service members, Veterans, spouses, and other family members, requires the establishment of a centralized complaint system for students receiving federal military and Veteran educational benefits. The purpose of the complaint system is to provide a standardized method to submit a complaint against an educational institution alleging fraudulent and unduly aggressive recruiting techniques, misrepresentation, payment of incentive compensation, failure to meet state authorization requirements, or failure to adhere to the Principles of Excellence as outlined in the Executive Order. The VA’s Principles of Excellence GI Bill® School Feedback Tool leverages the Salesforce platform to collect and manage complaints. The complainants access the complaint system through the GI Bill website and eBenefits portal. Veterans, family members, or other members of the public are able to open links at the VA website location and enter the requested information. Complainants are offered the opportunity to review the information in their complaint prior to clicking on the submit button. Once a complaint is submitted, the complainant receives an email verifying that the complaint was received. At this point, the complaint is stored in the complaint system and is available to select VA employees for review. VA reviews the complaint, and on behalf of the complainant, shares the complaint with the institution which is subject of the complaint. VA requests the institution to formally respond to the complaint within 90 days. If an institution fails to respond within 90 days, VA will contact the institution and request a status update. Once VA receives a response from the institution, VA will forward the response to the complainant. At this point, VA will close the case. Valid complaints received are transmitted to the central repository at FTC Consumer Sentinel. The information in the central repository is the same information provided by the complainant. Authorized law enforcement officials who have been granted access to the FTC Consumer Sentinel database have access to view all complaints. The respondent submits a complaint about an educational institution online through either the GI Bill website or the eBenefit portal. The information gathered can only be obtained from the individual respondents. Valid complaints will be accepted from third parties. The Feedback Tool process for VA’s complaint system data elements include: o Institution/Employer: There are over 36,000 educational institutions that are approved for VA education benefits o Anonymous Complaints: The Feedback Tool Complaint System allows for a user to file anonymous complaints. Based on working group discussions with CFPB and FTC, VA believes that allowing anonymous complaints will garner more ground truth on what is happening with Veterans using their education benefits at different schools. o Required fields: As a result of allowing anonymous complaints, many of the fields will not be required by VA.

EO: EO 13607 Name/Subject of EO: Principles of Excellence
  
None

Not associated with rulemaking

  86 FR 27490 12/20/2021
87 FR 5221 03/11/2022
Yes

1
IC Title Form No. Form Name
GI BILL SCHOOL FEEDBACK TOOL
Principles of Excellence Complaint System Intake

  Total Request Previously Approved Change Due to New Statute Change Due to Agency Discretion Change Due to Adjustment in Estimate Change Due to Potential Violation of the PRA
Annual Number of Responses 1,202 0 0 1,202 -1,596 1,596
Annual Time Burden (Hours) 300 0 0 300 -399 399
Annual Cost Burden (Dollars) 0 0 0 0 0 0
Yes
Miscellaneous Actions
No
There was an increase in burden hours due to an increase in the number of complaints received, from the previous 912 responses, to this current 1,202 responses received for periods 2020 through August, 2021.

$155,134
No
    Yes
    No
No
No
No
No
Maribel Aponte 202 266-4688 maribel.aponte@va.gov

  No

On behalf of this Federal agency, I certify that the collection of information encompassed by this request complies with 5 CFR 1320.9 and the related provisions of 5 CFR 1320.8(b)(3).
The following is a summary of the topics, regarding the proposed collection of information, that the certification covers:
 
 
 
 
 
 
 
    (i) Why the information is being collected;
    (ii) Use of information;
    (iii) Burden estimate;
    (iv) Nature of response (voluntary, required for a benefit, or mandatory);
    (v) Nature and extent of confidentiality; and
    (vi) Need to display currently valid OMB control number;
 
 
 
If you are unable to certify compliance with any of these provisions, identify the item by leaving the box unchecked and explain the reason in the Supporting Statement.
03/18/2022


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