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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.
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.
When to submit a formal complaint
Formal Complaints should be used to report concerns involving an NAU Department or NAU Faculty/Staff member when a student has been unable to resolve the issue informally with the faculty/staff member or department directly involved.
Complaint process exceptions
The following areas of concern have their own distinct policies and complaint procedures and are not managed by Student Affairs:
- Grade Appeal (See: Grade Appeal Policy)
- Undergraduate Academic Petitions (See: Withdrawal and Reimbursement Forms)
- Threatening Behavior (See: Threat Assessment and Management Team)
- Nondiscrimination and anti-harassment (See: Complaints for Discrimination or Harassment)
- Sex discrimination, sexual assault, and relationship violence (See: Sexual Misconduct Report)
- Graduate College grievance policy (See: Academic Appeal Policy and University Graduate Committee Hearing Panel (UGCHP), Graduate)
- Student Code of Conduct violations (See: Student Code of Conduct Report)
- Academic Integrity (See: Academic Integrity Policy)
Please follow the appropriate reporting procedures as outlined in the relevant link(s) above
Where are formal complaints routed?
Formal complaints submitted to Student Affairs are routed to the appropriate university administrator(s) based on the nature of the complaint. Complaints that are academic in nature will be routed to the Chair/Director of a School, an academic Dean, or an administrator(s) within the Office of the Provost. Nonacademic complaints will be routed to the appropriate administrator(s) within the listed department.
Formal complaint review and resolution process
Once a formal complaint is received by a Dean or Vice President, an attempt will be made to resolve the issue in a timely manner by working with the student and the appropriate university employees and offices to ensure a fair process. It is important to note that a student might not be satisfied with a complaint that is deemed “resolved.”
If a student is unsatisfied with all attempts to resolve the complaint, they can contact the Vice President for Enrollment Management and Student Affairs, who will help identify other resources available. This includes 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).
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.
Complaint definitions
Student:
An individual who is currently enrolled full-time or part-time or was enrolled at the institution within the previous 12 months (when the underlying facts and circumstances of the complaint first occurred) and who has not been suspended or dismissed. Parents, relatives, employers, agents, and others acting for or on behalf of a student are not students for the purposes of this procedure.
Student Complaint (formal):
Any written (paper/email or online form) complaint made and signed by a student that is received by a Dean, Senior Vice President, or the President after the complaint cannot be resolved (informally) at the department level.
Complaint tracking
To meet Federal regulations, a record of the formal student complaint and its disposition will be maintained in the office handling it. All formal written student complaints by Deans (including the Dean of Students), Vice Presidents, or the President will be tracked. Items to be collected include the date the complaint was received, student name, student user ID, a brief description of the 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 Vice President of the Student Affairs office will annually collect information from the other offices and compile an Annual Institutional Summary of Student Complaints. The Vice President of Student Affairs will also review 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 offices 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.
Additional resources
Students may also use the NAU Police Department’s Anonymous Report to alert police about ongoing criminal activity.
Submit an anonymous report