The University of Arizona Global Campus community benefits from informal processes and formal procedures that encourage prompt and equitable resolution of complaints and concerns that students may have about the implementation of policies and procedures that govern the institution. The University of Arizona Global Campus community also benefits from support services and works to connect students with appropriate support resources.
The Resolution Center's (RC) mission is to provide high-quality dispute resolution services to the University and the students it serves. The RC aims to assist in these situations by investigating your issue and assisting in finding a mutually satisfactory solution.
Who May File A Complaint: The Resolution Center addresses complaints filed by an individual student, alumnus, former student, prospective applicant, or applicant. The terms “student” and “complainant” are used interchangeably.
No Reprisal: Students will not be subjected to reprisal or retaliation for using or participating in the resolution procedure.
Issues Eligible for Review: Issues eligible for review by the Resolution Center include, but are not limited to, issues concerning billing and/or refund policy, transcripts, financial aid and other finance options (excluding Employee Tuition Benefit), course drop or scheduling concerns, personal hardship matters resulting in an account balance, student account complaints, military benefits, disability-related matters, and advising issues. In addition, any discrimination complaints, based on race, color, creed, national or ethnic origin, religion, pregnancy, childbirth and related medical conditions, marital status, sex or gender identity, medical condition, service in the uniformed services, political activities and affiliations, age, disability, veteran status, or any other consideration made unlawful by federal, state, or local laws excluding behavior that falls under the Sexual Misconduct/Harassment Policy.
Resolution Procedure
Step I: Informal - Departmental Resolution
Students should address the complaint or concern at the departmental level with the individual involved in the complaint (e.g., Advisor, Collections Specialist, Faculty Support and Development Associate, Instructor, Manager, etc.). If satisfactory resolution is not reached after discussion with the individual or if it is impracticable to address the problem or complaint with the individual, the student should contact the individual’s direct supervisor to attempt to resolve the complaint. If the student’s concerns remain unresolved the student should proceed to filing a complaint with the Resolution Center.
How to File a Complaint
An individual student, alumnus, former student, prospective applicant, or applicant (“student” or “complainant”) may file a complaint with the Resolution Center by completing the Resolution Center Submission form found here, or by emailing [email protected].
Students are encouraged to begin the resolution process within thirty (30) calendar days of the incident prompting the complaint or from the date of knowledge of the incident prompting the complaint.
Upon receipt of the complaint, the Resolution Center will review the complaint to determine if Step I efforts have occurred when practicable and to ensure the required information is included so the complaint can be appropriately assigned. Complaints alleging discrimination or bias should proceed directly to Step II: Grievance Resolution.
Upon receipt of the complaint, the Resolution Center will review the complaint to determine if Step I efforts have occurred when practicable and to ensure the required information is included so the complaint can be appropriately assigned. Complaints alleging discrimination or bias should proceed directly to Step II: Grievance Resolution.
If the required information has not been submitted with the complaint form, a representative from the Resolution Center will inform the complainant in writing of the missing information. The complainant will be provided a reasonable amount of time, based on the circumstances and outstanding required information, to submit the missing information for the complaint. If the complainant does not submit the additional required information, the complaint will not be processed. Once the required information has been submitted, the complaint will be assigned to a Resolution Specialist within three (3) business days of receipt of the required information.
Step II: Formal - Grievance Resolution
During Step II, the Resolution Specialist will investigate the complaint, evaluate the findings and issue a written response. The Resolution Specialist will adequately, reliably and impartially investigate the complaint.
During the investigation phase, the resolution specialist will contact the student and others, including all witnesses* identified by either complainant or respondent who are likely to have knowledge relevant to the allegation or may be able to discuss the student’s concerns. The student’s participation in the process is essential, and the resolution specialist may speak with the student several times during the investigation stage. Students should be prepared to speak with the resolution specialist and to provide any additional relevant information the dispute resolution specialist might request. Failure to provide the requested information may delay or preclude a thorough investigation.
*The resolution specialist will document all efforts to contact relevant witness(es). If the resolution specialist is unable to contact a relevant witness, the attempts to contact the witness and the reasons such attempts were unsuccessful must be documented by the dispute resolution specialist.
Evaluation and Response
Following the completion of the investigation, Step II grievances are evaluated through a collaborative process that may involve the following representatives, or their designee so long as the designee in question is not a party of the complaint: a Dean of the College in which the student is enrolled, University Registrar, Director of Student Affairs and Vice President of Financial Aid and Compliance. These representatives have decision-making authority in regards to formal grievances. The resolution specialist will present the investigation findings and the student’s requested resolution to those designated with decision-making authority.
For complaints alleging discrimination or bias, the resolution specialist will present the investigation findings, along with all evidence submitted or identified by the complainant or respondent to the University’s deliberating body. A deliberating body may be comprised of representatives from various University departments, or their designee(s) who have decision-making authority and are not the subject of the discrimination or bias charge. Complaints alleging discrimination or bias must be concluded within fifteen (15) days following the completion of the investigation.
The Step II process will be completed within thirty (30) business days following receipt of the complaint. If additional time is needed for the investigation, evaluation, or response, the student will be notified. The response will be issued to the student and/or his/her representative via email.
Per Step III below, a student may appeal the outcome of the Step II Grievance. Unless a student articulates a permissible ground for appeal, the response at Step II is final.
Step III: UAGC Executive Committee Appeal of Step II
Timeline for Filing an Appeal
The student should file the appeal within ten (10) business days of the date of the University’s response should any of the following grounds be met:
- To consider new evidence that was unavailable during the original investigation that could be outcome determinative;
- To assess whether a material deviation from written procedures impacted the fairness of the process in a way that could be outcome determinative;
- To challenge if the findings of the investigation do not accord with the preponderance of the evidence; or,
- To assess whether bias of the investigator deprived the process of impartiality in a way that could be outcome determinative.
How to File an Appeal
The student should set forth in writing at least one of the above grounds for appeal with the information that supports the ground(s) for appeal. The written appeal shall be sent to [email protected].
Students in the state of Georgia may appeal the final decision to:
Georgia Nonpublic Postsecondary Education Commission 2082 East Exchange Place, Suite 220 Tucker, GA 30084-5305 (770) 414-3300 https://gnpec.georgia.gov/student-resources/complaints-against-institution.
Appeal Process
Phase One: Review and Evaluation
Within three (3) business days of receipt of the appeal, the University will review the appeal to ensure that:
- It states one or more of the four (4) grounds for appeal; and
- It is accompanied by any relevant newly available information or evidence that was not available during Step II.
If the appeal does not state a ground for appeal and include new information or evidence to evaluate, the complainant will be notified via email that the appeal is ineligible for processing and that no action will be taken on the appeal. The complainant will have three (3) business days to amend and cure the appeal. The amended appeal should be sent to [email protected]
If the amended appeal meets the threshold it will proceed to Phase Two.
Phase Two: Evaluation and Determination
The Executive Committee will render a written decision on the appeal within ten (10) business days from the date the appeal was accepted for processing. The Executive Committee will use the preponderance of the evidence standard (more likely than not) of review to make a determination on the appeal of the Step II outcome. The Executive Committee’s determination shall be final.
The terms “student” and “complainant” are used interchangeably and refer to an individual student, alumnus, former student, prospective applicant or applicant.
Business day is defined to mean normal operating hours, Monday through Friday, excluding recognized University holidays.
Complaints to States and Accrediting Bodies
Students may file a complaint with the University’s institutional accrediting body by contacting WASC Senior College and University Commission (WSCUC), 1080 Marina Village Parkway, Suite 500, Alameda, CA 94501, 510-748-9001, www.wscuc.org.
Students may file a complaint with the International Accreditation Council for Business Education (IACBE) via email ([email protected]) or by regular mail to 11960 Quivira Road, Suite 300, Overland Park, Kansas 66213, USA.
Please refer to the Student Complaint State Contact Information section in the Introduction section of this Catalog and here for state-specific grievance information.