Student Complaint Policy
The Institution encourages students to resolve concerns at the campus level whenever possible. Most issues can be resolved quickly and effectively through open communication and informal discussion before initiating a formal complaint process.
Students who have a concern or grievance are encouraged to first discuss the matter directly with the individual involved, as soon as reasonably possible after the issue occurs, preferably within 5 calendar days. In many cases, concerns can be resolved informally through respectful communication and clarification.
If the issue is not resolved, or if the student is uncomfortable addressing the matter directly with the individual involved, the student should next bring the concern to that individual’s department manager or immediate supervisor, preferably within five calendar days of the initial discussion or attempted resolution.
If the concern remains unresolved, the student should escalate the matter to campus leadership, such as the Director of Education for academic related concerns, or the Campus President for administrative department concerns, or other appropriate campus administrator, preferably within 5 calendar days following the department-level review.
Campus leadership should make reasonable efforts to review the matter, meet with the involved parties when appropriate, and provide a response or proposed resolution within 15 calendar days of receipt of the concern.
The Institution encourages students to utilize these informal campus resolution steps prior to filing a formal complaint whenever appropriate. However, students are not prohibited from initiating the formal complaint process at any time.
Formal Student Complaint Procedure
The purpose of the formal Student Complaint Procedure is to provide students with a fair and consistent process for addressing concerns that could not be resolved through the informal campus-based resolution process. If a concern is not resolved informally, the student may submit a formal written complaint to the Campus President or designee. Formal complaints should generally be submitted within 15 calendar days of the event or the conclusion of the informal resolution efforts.
Formal complaints may be submitted by emailing [email protected]
The Institution will review the complaint, gather any information necessary to evaluate the matter, and may meet with the involved parties as appropriate. A written response will generally be provided to the student within 15 calendar days of receipt of the formal complaint. The response will include the institution’s decision, the reason for the decision, and any corrective action taken, if applicable.
Appeal Process
If a student is dissatisfied with the outcome of a formal complaint review, the student may submit a written appeal within ten (10) calendar days of receiving the decision. Appeals should explain why the student believes the decision should be reconsidered and include any relevant supporting information. Appeals should be based on new information, concerns about how the complaint was reviewed, or a belief that the decision was not consistent with institutional policies. Disagreement with the outcome alone is not sufficient grounds for appeal.
Appeals will be reviewed by the Senior Vice President of Operations, or another designated official who was not directly involved in the original review or decision. A written appeal decision will generally be provided within fifteen (15) calendar days of receipt of the appeal. The decision issued through the appeal process shall be considered final within the Institution’s complaint process.
Arizona SARA Complaint Process
Out of state students enrolled in programs offered through the institution’s participation in Arizona State Authorization Reciprocity Agreements (AZ SARA) must first attempt to resolve concerns through the Institution’s internal complaint policy outlined above.
If the student complaint cannot be resolved after exhausting the Institution’s complaint procedure, students may file a complaint with the Arizona State Board for Private Postsecondary Education (AZPPSE). The student must contact the State Board for further details. The State Board address is Arizona State Board for Private, Postsecondary Education, 1740 W. Adams Street, Suite 3008, Phoenix, AZ 85007; (602) 542-5709; https://ppse.az.gov/student-complaint-procedure
If a complaint cannot be resolved after exhausting the Institution’s internal complaint and AZPPSE’s processes, students enrolled in distance education courses under SARA may submit a complaint to the Arizona SARA Council. https://azsara.arizona.edu/complaints
Non-Eligible Complaints:
- Grade appeals/grievances.
- Student Code of Conduct related complaints.
- Complaints beyond two-years of the incident.
Oklahoma SARA Complaint Process
Out of state students enrolled through the institution’s Oklahoma SARA participation may appeal certain complaints to the Oklahoma State Regents for Higher Education (OSRHE) State Portal Entity, only after exhausting the institution’s internal complaint process outlined above. OSRHE may review a complaint if all of the following conditions are met:
- The complaint concerns an issue related to the State Authorization Reciprocity Agreement (SARA)
- The student resides outside Oklahoma and is enrolled in the institution through distance education activity
- The complaint is submitted to OSRHE within two (2) years of the institution’s final decision.
- The student has exhausted all available institutional complaint procedures.
- The complaint does not involve a dispute regarding grades or student conduct violations, as institutional decisions on those matters are final and are not subject to OSRHE review.
Eligible students who believe the institution has not appropriately resolved a qualifying complaint may submit the complaint, along with the institution’s final response, to the Oklahoma State Regents for Higher Education using the SARA Student Complaint Review Request Form. https://okhighered.org/current-college-students/complaints/sara-student-complaint-form/
General information regarding the SARA student complaint process can also be found at: https://nc-sara.org/sara-student-complaints-0/