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General Information

All students can participate in EL Civics instruction and assessment. However, only ESL students in WIOA II EL Civics education programs can earn payment points for passing COAAP assessments. ABE, ASE, and CTE students can earn CAEP Immigrant Integration Indicator (I3) outcome for CAEP but not payment points for WIOA II. Please see Successful Implementation of COAAPs for CAEP Agencies for a crosswalk for ABE/ASE/CTE student placement into ESL COAAP instructional levels.
Civic Objective#: 2 Program Year: 2025-2026
Civic Objective: Access community or commercial agencies to resolve a consumer complaint. (This objective has only 2 AAPs.)
TOPSpro Form #: 023C AAP #: 2.3
Assessment Type: Written

Level Range

From: Intermediate Low To: Advanced

Language and Literacy Objectives

Language and literacy objectives with an asterisk (*) are suitable for beginning low level students.
1 Identify an appropriate consumer complaint.
5 Make an oral or written consumer complaint.
6 Complete a complaint form.

Additional Assessment Plan Tasks

Task: 1

Description: Fill out a Consumer Complaint Form
Given an agency-created prompt or case study about a consumer problem, student will fill out an authentic consumer complaint form.

Optimally, the form will be completed on a computer and sent to the assessor electronically.

Points Possible:12Level:Intermediate Low - Advanced
Scoring Rubric Points
Content
90% correct 10
80% correct 8
70% correct 6
60% correct 4
50% correct 2
Less than 50% correct 0
Legibility, Neatness, and Spelling
Neat and legible. Spelling errors do not interfere with meaning. 2
Not neat or legible, or spelling errors interfere with meaning. 0

Task: 2

Description: Write an Email or Letter of Complaint
Given a prompt or a case study about a consumer problem relating to a specific company, student will write an email or letter of complaint to the company requesting a specific action be taken to resolve a problem. Student will use business letter or email format. The letter will include 4 aspects such as:
1. Statement describing and explaining the problem
2. Names and dates of the people at the company with whom the writer has already discussed the problem
3. What the writer wants the company to do to resolve the problem
4. Date by which the writer wants the company to resolve the problem

Optimally, the writing task will be created on a computer and sent to the assessor electronically.

Points Possible:20Level:Intermediate Low - Advanced
Scoring Rubric Points
Content
Addresses the task effectively. Ideas are well stated, clearly expressed, and supported with concrete, relevant detail. No inference is required. Written in well-organized paragraph(s). 14
Addresses the task adequately. Some ideas may not be well stated. Contains some relevant detail. May require minimal inference. Written in adequately-organized paragraph(s). 12
Addresses the task in a general way but may have gaps. Many ideas may not be well stated. May lack appropriate or sufficient detail or clear focus. May require some inference. May be written in loosely-organized paragraph(s) 10
Addresses the task minimally, but relation to the task is evident. May be unfocused or unclear. Little or no supporting detail. May require a substantial degree of inference. May not be written in a paragraph(s). 8
Nothing written, or content is incomprehensible or inappropriate. 0
Grammar, Structure and Mechanics
Almost no errors in grammar, structure, spelling, capitalization, or punctuation. 4
Some errors in grammar, structure, spelling, capitalization, or punctuation that do not distract the reader. 3
Many errors in grammar, structure, spelling, capitalization, or punctuation that may require the reader to infer meaning. 2
Errors make the writing difficult to understand even with inference. 0
Format, Neatness and Legibility
Uses standard letter format including 4 items: an appropriate date, salutation, closing, and the writer’s signature. May also include sender’s and recipient’s addresses. Writing is neat and legible. —OR— Email: —Uses standard email format including 4 items: an appropriate subject, salutation, closing, writer's contact information such as name, address, email address and phone number. 2
Uses letter format including 3 items such as a date, salutation, and the writer’s signature. Writing is legible but may not be neat. —OR— Email: —Uses standard email format including 3 items: an appropriate subject, salutation, and writer's contact information such as name, address, email address and phone number. 1
Not in letter format, or writing is neither legible nor neat. —OR— Email: Not in standard email format. 0

Rating Scale/Passing Scores

Total Points Possible: 32
Advanced: 28
Intermediate High: 24
Intermediate Low: 18
Beginning High:
Beginning Low:
View Civic Obj & AAP List