Complaint Process

NAU student complaint process

Fairness and respect for all students is a top priority at Northern Arizona University. Find all the policies that affect students in the Student Affairs Policy Manual located in the University Policy Library. For academic policies, refer to the Academic Catalog.

Please delve into NAU’s comprehensive student complaint policies and procedures below to ensure your concerns are addressed promptly and fairly.

File a formal complaint

Formal complaint resolution process

Types of Formal Complaints

Informal complaint process

When a student encounters a problem on campus or feels they have been treated unfairly, they 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.

Formal complaint process

Unsatisfied students can file a formal complaint if informal resolution attempts fail. When submitted through the online form, complaints are automatically linked to the student’s User-ID for clear attribution. The student must sign formal complaints, whether it’s a physical or digital signature. Complaints reported over the phone will not be reviewed.

What to include in a formal written complaint

Student contact information

Full legal name (as enrolled)
Mailing address
Your preferred email address
Telephone number
NAU User-id
Last term of enrollment (if not currently enrolled)

Complaint information

What was the first date on which the events or issues occurred?
Name the persons/departments involved.
Describe your complaint in detail. Include the names (and titles) of persons, locations, and dates.
What attempts have you made to resolve this complaint? Include information on who you contacted, dates, and outcome.
What resolution do you seek or feel would be fair?

Where are formal complaints routed?

Formal written complaints are routed to the appropriate administrative office based on the type of complaint. Routing information is included below:

Academic complaints

College of Arts and Letters: CAL Dean’s Office
College of Education: Ramona Mellott
College of Engineering, Forestry, and Natural Sciences: CEFNS Dean’s Office
College of Health and Human Services: CHHS Dean’s Office
College of Social and Behavioral Sciences: SBS Dean’s Office
The W. A. Franke College of Business: The W. A. Franke College of Business: FCB Dean’s Office
Graduate College: Maribeth Watwood
Honors: George Gummerman

Complaints about a specific academic college are filed with the appropriate college dean. All other academic complaints, or if the student is unsure of the appropriate college, are sent to the Office of the Provost.

Nonacademic complaints

Residence halls, dining, or the University Union: student.affairs@nau.edu
Admissions or student financial aid: student.affairs@nau.edu
Registrar’s Office: registrar@nau.edu
Information Technology Services: Ask-STC@nau.edu
Student and Departmental Account Services: SDAS@nau.edu
All other non-academic complaints: student.affairs@nau.edu
Student-athlete complaints: Robyn.Sharp@nau.edu

Formal complaint review and resolution process

Complaint resolution and appeals options

To comply with Federal Regulations, the Office of Student Affairs will record and track all student complaints, noting details such as date, student ID, complaint description, actions taken, resolution, review completion date, and any university changes resulting from the complaint.

Annually, this office will gather data from other departments to create an Institutional Summary of Student Complaints. They will analyze the data for patterns or issues, suggesting policy revisions if needed. Relevant university offices will be informed for action.

Regulatory agencies and accrediting bodies, like the Higher Learning Commission, will have access to this tracked information as mandated by laws and policies.