Texas A&M University-Commerce (A&M-Commerce), a member of the Texas A&M System, enters into this "Compact with Texas" - an agreement to provide services following a set of guiding principles. This compact also sets forth the rights of customers/students and defines the standards customers/students should expect.

Name and Contact Information of Customer Service Representative

Penny A. Belcher, Director
Corporate and Community Relations
Texas A&M University-Commerce
P.O. Box 3011
Binnion Hall Rm. 213
Commerce, TX 75429
(Office) 903-468-8170
(Fax) 903-468-8154
Penny_Belcher@tamu-commerce.edu

Agency Services Offered

Texas A&M University-Commerce provides courses of study leading to bachelor, masters, and doctoral degrees in various fields, as well as courses of study leading to certification in selected fields, such as teacher certification and social work. Student services include housing, food services, health services, counseling services, financial aid, recreation, placement services, child day-care services, scholarship services and alumni services. A&M-Commerce also provides continuing and adult education services.
Customer Service Principles and Measures

Texas A&M University-Commerce maintains a student/customer policy of courtesy, respect, and accessibility. The following areas are included in the Customer Service Principles and Measures:

1. The facilities of A&M-Commerce shall be well maintained, easily accessible to all customers, and clearly marked with appropriate directional and informational signage. The maintenance of the campus facilities shall emphasize cleanliness.

2. The staff of A&M-Commerce is dedicated to quality customer service and this job responsibility is included in all employee appraisals, measured by immediate supervisors. All employees must identify themselves and their operational unit by name when responding to telephone calls. The use of name badges is encouraged.

3. Communications with customers will emphasize courtesy, accuracy and efficiency. This function will incorporate the following:
Availability of toll-free numbers, on-line services (including registration and faculty e-mail), voice and electronic mail services and Dallas telephone numbers. Each student is provided with a Student Handbook, which details the various communications within A&M-Commerce.

4. The Internet URL will be available to all customers. The web site will be user friendly. Associated web sites will encompass academic and student services. Internet and informational complaints and questions shall be directed to the Customer Service Representative as designated at A&M-Commerce.

5. Service Timeliness. The institution will respond to each customer inquiry in a timely manner irrespective of the nature or mode of the inquiry. Timely manner may be described as:
· E-mail questions are to be answered within two (2) working days.
· Written requests are to be answered within five (5) working days.
· Telephone requests are to be answered within two (2) working days.
· In person requests are to be answered immediately when possible, with a follow-up time period of two (2) working days under extenuating circumstances.

6. All printed materials from A&M-Commerce are to be accurate and timely.

Complaint Handling Process and Procedures

Academic and student services related complaints are to follow the chain of command as outlined in the Student Handbook, which is available to all customers.

Customer Service complaints are to be reported, verbally or written, to the Customer Service Representative. Customers should be contacted by the Customer Service Representative within five working days concerning the status of their complaint. Additional information concerning the complaint will come from appropriate offices handling the complaint and should be received within 10 working days from notification by the Customer Service Representative.