Policy Number: SAO.1100.2
Policy Title: Student Complaint/Grievance Policy and Procedure
- Purpose and Scope
Complaint/Grievance is an injustice or prejudice that a student or faculty or staff member inflicted upon a student and the student deems unjust to their learning or learning environment. It can also be an issue concerning implementation of University policy, procedure and practice. This includes all on campus areas not just in the classroom.
North American University (NAU) is committed to fair and equitable treatment of all members of the institution’s community through compliance with University policies, state and federal regulations, and standards of ethical and professional conduct. As such, NAU ensures that students have the right to formally report complaints or grievances regarding the University itself, or its faculty or staff or students. All grievances and complaints will be taken into consideration. This includes NAU Distance Education students.
NAU encourages individuals to seek resolution to a grievance/complaint. If a student decides to file a formal Complaint/Grievance, it needs to be done as soon as possible but not exceeding 20 business days from the date of the incident using the Student Complaint/Grievance Form available on the NAU website or from the Student Affairs Office. This form needs to be submitted to the Student Affairs Office by dropping off the form or emailing it to email@example.com.
The Student Affairs Office reviews the submitted form. Depending on the severity of the Complaint/Grievance, student services either submits the form to the appropriate supervisor or convenes the Complaint/Grievance Committee.
If Student Affairs Office deems the complaint/grievance can be resolved with a related party or a supervisor the following will happen:Step 1: The Student Affairs Office informs the student via NAU email ensuring that his/her claim is being taken into consideration and who contacts them next.
Step 2: The Student Affairs Office informs the related supervisor/administrator.
Step 3: Within two weeks, the supervisor determines the best course of action and informs the student via NAU email. The supervisor may contact the related parties during the investigation.
The student has the right to appeal the decision to the Provost. Any appeal must be in writing and submitted to the University Administrative Secretary within five business days of receipt of the supervisor’s decision. The Provost Office’s decision is final.
If Student Affairs Office deems the complaint/grievance to be a severe issue, the following will happen:Step 1: The Student Affairs Office informs the student via NAU email ensuring that his/her claim is being sent to the Complaint/Grievance Committee and the committee will be in contact with them.
Step 2: The Complaint/Grievance Committee is formed by the Dean of Student Affairs (DSA) and the Student Government Association (SGA) and is comprised of two faculty members and two staff members appointed by the DSA, and a student appointed by the SGA.
Step 3: The Complaint/Grievance Committee meets to discuss the complaint/grievance and devise a solution or process, as appropriate within 15 business day. The committee may call a formal hearing to interview the involved parties and/or witnesses, as appropriate.
Step 4: The committee will inform the related parties of the next step or the decision either via email or by formal NAU letterhead.
The committee decision may be appealed to the Provost or President. Any appeal must be in writing and submitted to University Administrative Secretary within five business days of receipt of the committee decision. All communications during this process will be conducted via the official NAU email. In the event that a grievance remains unresolved, students may submit a formal complaint to the University’s accreditor ACICS (www.acics.org or 750 First Street, NE Suite 980, Washington, DC 20002) or the Texas Higher Education Coordinating Board (THECB). Information about the THECB Student Complaint process, including relevant state regulations, forms, and contact information, is available at the agency’s website: THECB Student Complaints.
Students should note that these agencies do not accept anonymous complaints, and complaints should be related to the standards of accreditation established by the respective organization. Please note that North American University has an Anonymous Incident Reporting System. Students may report such incidents through a confidential reporting system called My Safe Campus. Reports may be submitted anonymously via the website www.mysafecampus.com or by calling at 1-800-716-9007. The confidential report is treated as a formal grievance request and forwarded to the NAU Administration.
- Purpose and Scope
- Who Should Read This Policy
Faculty and Staff
- Related Documents and References
Student Complaint/Grievance Form
THECB Student Complaint Webpage
Student Affairs Office
Contact numbers are listed in NAU Faculty and Staff directory that can be obtained from HR Office.