Department of Student Affairs - Student Complaints

ATSU offers mechanisms for resolution of complaints arising out of academic, non-academic, administrative, or behavioral concerns. Each process is designed to help ensure the safety, security, and fair treatment of all students. ATSU encourages informal resolution through direct communication with the individuals involved, whenever possible. In instances where informal resolution as described below is unsatisfactory or there is a specific complaint process, concerns are elevated to formal complaints. Students should consult with Student Affairs if they are unsure about where or how to address a concern.

Informal General Complaint Processes

Informal complaints (i.e. concerns or expressions of dissatisfaction or disagreement) should be handled through direct communication (i.e. conversation, email, letter) between the student and the individual or office involved.

1. The majority of student complaints can be addressed through communication with the individuals involved and are issues that are commonly handled by a university support office (i.e. Student Affairs, Human Resources, etc.)
2. If the issue remains unresolved, the informal complaint should be directed to the appropriate university office, academic unit, or Dean for additional pursuit of resolution.

Specific Complaint Processes

There are many types specific complaints directly addressed by policy. Specific complaints and the source for the appropriate processes are listed below.

• Discrimination, Harassment, and Retaliation. University Catalog or University Student Handbook
• Title IX or Clery Act. Prohibition of discrimination, harassment and retaliation
• Work study and Title VII. University Student Handbook: Professional Rights, Responsibilities, and Conduct
• Student Records/FERPA.
• Disability Access and Accommodation. University Catalog or University Student Handbook: Appendix G
• Institutional Accreditation. Any prospective or enrolled student may request a copy of ATSU’s accreditation and state approval documents. Complaints relating ATSU’s institutional quality may be file with the Higher Learning Commission.
• School and/or Program Accreditation. University Student Handbook: University Catalog or University Student Handbook: About ATSU-University Accreditation.  For Arizona programs, students may file a complaint with the Arizona State Board of Private Postsecondary Education (1740 W. Adams, Ste. 3008, Phoenix, AZ 85007)
• Veteran’s Affairs. Students who are receiving VA tuition benefits may submit a complaint to the US Department of Veterans Affairs if they believe ATSU is failing to follow the VA’s Principles of Excellence in education and training. VA complaints can be filed online
• Federal Financial Aid. Students can file a complaint with the Department of Education if they are dissatisfied with their experience in the federal student aid process or want to report suspicious activity related to federal loans. Financial Aid complaints can be filed online

General Complaint Processes

 ATSU recognizes students’ rights to express general complaints and seek solutions to problems arising from complaints, disagreements with faculty/administrators, or different interpretations of ATSU policy. Some concerns may involve course grades, promotion, financial concerns, etc. The procedure for expressing a general complaint that does not fall under the Code of Academic Conduct; Code of Behavioral Standards; Discrimination, Harassment, and Retaliation Grievance procedures; or FERPA follows:

• Academic.  Any concern that is academic in nature should be first discussed with the immediate instructor. If resolution cannot be reached, a student may appeal in writing to the next ranking administrator.
• Non-academic.  Similarly, if there is a concern in areas other than academic, the student should first direct their complaint in writing to the director of the specific area of concern and then to the appropriate dean or vice president.

General complaints should include the nature of the complaint, requested outcomes, and a description of previous attempts to resolve the issue informally. Students should expect a preliminary response from the appropriate office/unit within ten (10) business days of receipt of the general complaint. The designated responder will address the general complaint as timely as possible and will provide the student a final written determination including any proposed resolution.

1. General complaints cannot be anonymous or filed on behalf of another person.
2. Complaints that are handled through a different university process or procedure will be returned to the student with information on where/who to submit the complaint to for processing. See above for a list of specific complaint resources.

Students are encouraged to consult with Student Affairs if unsure about where or how to address a concern and/or complaint. Submit a complaint.

ATSU offers a fraud hotline allowing for anonymous complaints.  Visit the Fraud Hotline or call 1-855-FRAUD-HL, company ID “ATSU”.

For more information, please contact Lori Haxton, vice president of student affairs (Missouri campus) at 660.626.2236.