Complaint/Grievance Procedure

(This procedure does not apply to appeals of grades.) A grievance is a serious complaint that demonstrates that the learner has been or is being adversely affected by: 1) inappropriate interpretation of University policies; or 2) inappropriate response, lack of response, or decision by any person with administrative control and responsibility. A grievance is directed toward the University, not a specific person, and should be in writing per the grievance procedure published in the university catalog. Learner grievances are typically items such as administrative issues, financial issues, technical issues, faculty mentor performance, program content, program effectiveness/expectations, or library services that were not able to be resolved in an informal manner.

In the event that a learner has a complaint, grievance or dispute with CalSouthern regarding University procedures, decisions, or judgements, the learner has a right to seek a satisfactory resolution through the formal avenues of appeal and redress as follows: Step 1: Notification. When a learner has a concern, the learner should first discuss and/or attempt to resolve any complaint with the faculty mentor, staff member(s), or other appropriate administrator. If a mutually satisfactory outcome cannot be negotiated between the learner and other party, the learner may escalate the matter to the Office of the Ombudsman.

Step 2: Written Submission. If the Office of the Ombudsman is unable to resolve the concern/complaint, the learner may submit their grievance in writing, via the Grievance Form, to department leadership through the Office of the Ombudsman. Department leadership will review the Grievance Form and determine a resolution. In the event that these steps do not yield a satisfactory resolution, students may file a written appeal with the Appeals Board through the Office of the Ombudsman. Step 3: Appeal. If the learner chooses to appeal the decision of the Department, the learner must submit his/her request to appeal the decision within 3 business days to the Office of the Ombudsman. The Ombudsman will convene the Appeals Board to review the grievance and render a decision. The learner will receive notification of the Appeal Board’s decision via the Office of the Ombudsman. The Appeals Board decision shall be final and non-appealable. However, failure to initiate a Step 3 appeal within the 3-business day period indicates that the learner accepts the Step 2 decision as final and that the matter is closed.

Office of the Ombudsman

The Ombudsman staff is responsible for answering student inquiries and serving as a liaison between the learner and the University departments where communication has broken down or is not yielding resolution. If problems occur, an Ombudsman staff member initiates a resolution of such problems and guides learners through the University’s Complaint/Grievance Procedure. Learners may contact the Office of the Ombudsman at Ombudsman@CalSouthern.edu. The Ombudsman for CalSouthern is Brandie Riegle.

Complaints to External Agencies

A student should refer to the “Agreement to Submit to CalSouthern's Grievance Procedure" section of the Policies and Disclosures section of his/her Enrollment Agreement for important terms and conditions regarding this Grievance Procedure and other rights. Nothing in the student’s Enrollment Agreement prevents him/her from presenting any issue to an accrediting agency or government agency authorized to hear such issue prior to submitting such matter under this Grievance Procedure.

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. The student must contact the State