Complaints

GRIEVANCE POLICY AND PROCEDURE

Arizona Christian University wants undergraduate students to have a positive experience in which their grievances can be expressed openly and honestly. The university is committed to promptly addressing student grievances, both academic (Vice President of Academic Affairs) and non-academic (Dean of Students). Student grievance is taken seriously and will be responded to by the university in a timely manner. Prior to reporting a complaint or grievance, the university encourages individuals to attempt to resolve the issue on their own first. If the issue cannot be resolved, the university encourages individuals to submit a formal complaint.

To register a grievance, the student should write a formal letter detailing the issue and address the grievance to the Dean of Students and/or Vice President of Academic Affairs. The grievance may be difficult to resolve without enough detail to allow the university to understand and respond to the grievance adequately. A grievance may be signed or anonymous. However, if a grievance is submitted anonymously, it will not be possible to contact or work directly with the student. Therefore, students are encouraged to provide their names.

The grievance will be reviewed by the Dean of Students and/or Vice President of Academic Affairs, who will acknowledge receipt of the grievance and establish a file for the grievance within ten (10) business days. The file will be kept separate from student academic records. The Dean of Students and/or Vice President of Academic Affairs (or designee/s) may schedule a meeting with the student to discuss the grievance. The Dean of Students and/or Vice President of Academic Affairs (or designee/s) will help the student in resolving the grievance. If unable to address the grievance immediately because of policy or procedural requirements, the Dean of Students and/or Vice President of Academic Affairs (or designee/s) will assist the student in directing the grievance to the appropriate university official or office better able to address the matter. Records of grievances and their resolutions are maintained by the Dean of Students and/or Vice President of Academic Affairs.

Grievance Procedure

1. Student submits a grievance by writing a formal letter detailing the issue.
2. The grievance is acknowledged within ten (10) business days and reviewed by the Dean of Students and/or Vice President of Academic Affairs.
3. The Dean of Students and/or the Vice President of Academic Affairs (or designee/s) will help the student in resolving the grievance.
4. Reasonable resolutions to grievances shall be decided by the Dean of Students or the appropriate university officials or department within 30 days.
5. The Dean of Students and/or Vice President of Academic Affairs will communicate the resolution to the student at the time of the decision.
6. Resolutions decided by the Dean of Students or other university officials are considered final.

All additional concerns can be sent to [email protected].

If a student or non-student has exhausted the institution’s internal complaint process, he or she can submit an external complaint to the Arizona State Board for Private Postsecondary Education.

Complaint Procedures

Should the institution not be able to resolve the student complaint, the student has the right to contact the State of Arizona and its appropriate agency to determine the course of action. Complaints can be filed with the following agencies:

Arizona State Board for Private Postsecondary Education
If the student complaint cannot be resolved after exhausting the institution’s grievance procedure, the student may file a complaint with the Arizona State Board for Private Post-Secondary Education. The student must contact the State Board for further details. The State Board address is:

1740 W. Adams Street, Suite 3008
Phoenix, AZ 85007
Phone: 602-542-5709
Website: ppse.az.gov

Higher Learning Commission (HLC)
Allegations regarding non-compliance with accreditation standards, policies, and procedures may be referred to the HLC at the following address:

Higher Learning Commission
230 South LaSalle Street
Suite 7-500
Chicago, IL 60604

The Commission’s complaint policy and procedures may be found on its website at:
www.hlcommission.org/HLC-Institutions/complaints.html.

Distance Education Student Academic Complaint Policy and Procedure

Arizona Christian University (ACU) is committed to providing online educational programs that are biblically integrated and true to the university’s mission and vision. As such, ACU stands by its commitment to uphold the academic standards outlined in the catalog.

If a student believes that he or she has an issue that requires attention, the student is to follow ACU’s academic complaint policy and procedure, shown below:

1. First, if the issue is related to an instructional or grading complaint, the student should seek a resolution by contacting and discussing the issue with the instructor of the class in question.
2. Second, if a student believes his or her complaint requires further attention, or the complaint is not related to grading or instruction, the student should contact the university’s Academic Center (www.arizonachristian.edu/academics/resources/academic-center/), which will work with the student to resolve the problem. The student should send an email, describing the issue, by clicking the Academic Complaint auto-email link, and a member of the Academic Center staff will contact him or her as quickly as possible.

Third, if a student or non-student has exhausted the institution’s internal complaint process, he or she may submit an external complaint to the Arizona State Board for Private Post Secondary Education (ppse.az.gov/complaint).

State-Specific Disclosures for Distance Education Students

Arkansas 

ACU is certified with the Arkansas Higher Education Coordinating Board (AHECB) to offer online education to students in the state of Maryland. Arkansas Higher Education Coordinating Board certification does not constitute an endorsement of any institution, course or degree program. Such certification merely indicates that certain minimum standards have been met under the rules and regulations of institutional certification as defined in Arkansas Code § 6-61-301. 

The student should be aware that these degree programs may not transfer. The transfer of course/degree credit is determined by the receiving institution. 

AHECB requires the Arizona Christian University to make a decision on the student grievance following its public complaint policy. Inquiries into student grievances must be limited to AHECB certified (under Arkansas Code §6-61-301) courses/degree programs and institutions and to matters related to the criteria for certification. Within 20 days of completing the ACU’s grievance procedures, the student may file the complaint in writing to the address below. The grievant must provide a statement from ACU verifying that the institution’s appeal process has been followed. Other action may be taken by AHECB as needed. Please refer to the contact information below: 

Arkansas Division of Higher Education (ADHE)

101 East Capitol, Suite 300

Little Rock, AR 72201

Phone: 501-371-2000

Email: [email protected] 

https://www.adhe.edu/students-parents/colleges-universites/student-grievance-form/ 

Maryland   

Arizona Christian University is registered with the Maryland Higher Education Commission and approved to offer online education to students in the state of Maryland. Complaints must first be submitted internally for resolution following ACU’s complaint policy. After exhausting ACU’s internal complaint process, online students residing in Maryland may appeal a complaint to the Maryland Higher Education Commission, the Office of the Maryland Attorney General, or both, using the following contact information:

Maryland Higher Education Commission

6 North Liberty Street, 10th Floor, 

Baltimore, MD 21201

Phone: 410-767-3300

Email: [email protected] 

https://onestop.md.gov/forms/student-complaints-mhec-5f74bfc0ab0f9d00fc796766 

New Mexico

ACU is authorized by the New Mexico Higher Education Department (NMHED) to offer distance education to students residing in New Mexico. 

Only after exhausting ACU’s internal complaint policy, which establishes specific timeframes for investigating and responding to complaints, may online students residing in New Mexico file a complaint with NMHED. In accordance with NMHED regulations, ACU’s designated representative who investigates or addresses a complaint will serve in an impartial capacity and will not be directly involved in the subject matter of the complaint. Additionally, ACU ensures that no adverse action shall be taken against a complainant for filing a complaint. Upon receipt of a Student Complaint Form, NMHED staff will review the form and its attachments and may contact the student via email for additional information or clarification. Should the initial review fall within the purview of NMHED, efforts will be made to facilitate a resolution by forwarding a copy of the complaint to the institution against which it has been made, with all parties being notified of the outcome. Please refer to the contact information below: 

New Mexico Higher Education Department 

2044 Galisteo Street, Suite 4

Santa Fe, NM 87505-2100

Phone: 505-476-8411

Email: [email protected] 

https://hed.nm.gov/students-parents/student-complaints