Grievance Procedure
This procedure does not apply to appeals of academic decisions, including grade appeals and SAP appeals, nor may it be used to appeal decisions and/or appeals that have been reviewed through the Academic Exceptions process.
Internal Process
A grievance is a serious complaint that demonstrates that the student has been or is being adversely affected by: 1) inaccurate interpretation of University policies; 2) inappropriate response, lack of response, or decision by any person with administrative control and responsibility; or 3) unfair application of established University processes.
A grievance is directed toward the University, not a specific person, and should be in writing per the grievance procedure. Student grievances are typically items such as administrative issues, financial issues, technical issues, faculty performance, program content, program effectiveness/expectations, or library services that were not able to be resolved in an informal manner.
If a student has a grievance regarding University procedures, decisions, or judgements, the student has a right to seek a satisfactory resolution through the formal avenues of the University Grievance Procedure:
Step 1: Notification
When a student has a concern, the student should first discuss and/or attempt to resolve any grievance with the faculty member, staff member(s), or other appropriate administrator.
Step 2: Informal Progression
If a mutually satisfactory outcome cannot be negotiated between the student and other party, the student should contact the Office of the Ombudsman to seek informal resolution at another level.
Step 3: Formal Written Submission
If the Office of the Ombudsman is unable to resolve the grievance, the student may submit their grievance in writing, via the Grievance Form, to department leadership through the Office of the Ombudsman or the learner portal. Department leadership will review the Grievance Form and determine a resolution. If these steps do not yield a satisfactory resolution, student may file a written appeal with the Grievance Appeals Board through the Office of the Ombudsman.
Step 4: Appeal
If the student chooses to appeal the decision of the Department, the student must submit a request to appeal the decision to the Office of the Ombudsman. Grievance appeals must be filed no later than the 14th calendar day after a response from the University is received. This time may be extended for extenuating circumstances. If the student fails to submit an appeal within the required timeframe, then the student will be deemed to have accepted the decision or resolution provided. The Ombudsman will convene the Grievance Appeals Board to review the appeal and render a decision. The student will receive notification of the Grievance Appeals Board’s decision via the Office of the Ombudsman. The Grievance Appeals Board decision is final and non-appealable.
Students may contact the Office of the Ombudsman by email at Ombudsman@calsouthern.edu or by phone at (847) 586-4056. The student should refer to the “Agreement to Submit to CalSouthern's Grievance Procedure" section of their Enrollment Agreement and Disclosure for important terms and conditions regarding this Grievance Procedure and other rights.
Complaints to External Agencies
If students are unable to resolve their concerns through the internal grievance procedure, they may also pursue the grievance through the external regulators listed below. Although students are encouraged to begin the process with the Ombudsman, there is nothing which prevents the student from submitting a complaint to these agencies before submitting the concern through the University’s grievance procedure. Be advised, however, that certain agencies may require this as part of their process.
State Regulatory Agencies
State of Arizona. If the complaint cannot be resolved after exhausting the institution’s grievance procedure, the student may file a complaint with the Arizona State Board for Private Postsecondary Education at 1740 West Adams Street, Suite 3008, Phoenix, AZ 85007, 602-542-5709, https://ppse.az.gov/student-complaint-procedure.
Arizona SARA Complaint Process. CalSouthern is a member of the American InterContinental University System, which participates in the State Authorization Reciprocity Agreements (SARA) through the Arizona SARA Council (AZ SARA). AZ SARA has jurisdiction over Arizona SARA-approved institutions in relation to non-instructional complaints. Instructional complaints, such as grade grievances, and those related to student conduct are not reviewed by AZ SARA and should not be submitted for review. Distance education learners who reside in SARA states (currently all but California) may file a complaint with AZ SARA only after the student has first utilized the University’s grievance process and the Arizona State Board for Private Postsecondary Education’s complaint process. Eligible complaints may be submitted to AZ-SARA at https://azsara.arizona.edu/complaints.
Accrediting Agency
Complaints may be filed with the Higher Learning Commission, 230 South LaSalle Street, Suite 7-500; Chicago, IL 60604; https://www.hlcommission.org/Student-Resources/complaints.html