Complaint processes for NAU students
Northern Arizona University is dedicated to treating all students fairly and respectfully. The university’s policies that apply to students are available in the Student Affairs Policy Manual in the University Policy Library. Academic policies are included in the Academic Catalog.
Informal complaint process
When a student encounters a problem on campus or feels they have been treated unfairly, the student should first try to resolve the issue informally with the faculty/staff member or department directly involved. Many issues can be resolved if a student makes an appointment with a faculty or staff member and calmly and honestly communicates their concerns.
Resources for Additional Complaint Processes Accordion Closed
The following concern areas have separate policies at NAU and established processes for filing a complaint, grievance or report and are excluded from the formal student complaint process provided on this page.
Filing a formal student complaint
If the student is not satisfied with the response after working informally to resolve the complaint, the student may file a formal student complaint using the online Formal Complaint Form.
We have compiled some useful information and resources below for you as it relates to the formal complaint process. Please explore the following sections for more information on the complaint process.
Review and Resolution Process Accordion Closed
Resolution methodology and appeal options
Once a formal student complaint is received by the Office of Student Affairs, an attempt will be made to resolve the issue in a timely and fair manner by working with the student and the appropriate university employees and offices. It is important to note that a student might not be satisfied with a complaint that is deemed “resolved” by the administration.
If the student is unsatisfied with all attempts to resolve the complaint, he or she can choose to contact the Division of Student Affairs who will help identify other resources that may be available to the student including any appeals that may be available from agencies external to the university, including the Arizona Board of Regents or the university’s accrediting body, the Higher Learning Commission (HLC).
Additionally, non-Arizona distance education students and non-instructional complaints may appeal a complaint that has completed both the internal NAU Formal Complaint process and the ABOR complaint process to the AZ SARA Council.
Complaint Tracking Accordion Closed
Record-keeping and reporting of student complaints
To meet Federal Regulations, a record of the formal student complaint and its disposition will be maintained in the office handling the complaint. All formal written student complaints received by The Office of Student Affairs will be tracked. Items to be collected include: date complaint received, student name, student user-ID, a brief description of complaint, a summary of action taken by the receiving office, resolution/outcome, date review completed, and notations of any changes to university policy, practice, etc. resulting from the complaint.
The Office of Student Affairs will annually collect information from the other offices and compile an Annual Institutional Summary of Student Complaints. The Office of Student Affairs will also conduct a review of the data to identify any trends/issues that warrant further investigation, revision to existing policies, etc. Information on these issues shall be shared with the appropriate university office(s) for action.
The information tracked will be made available to regulatory agencies and accrediting bodies, including the Higher Learning Commission as required in accordance with applicable laws, regulations, and policies.