Complaint/Grievance Procedure
(This procedure does not apply to appeals of grades.)
A grievance is a serious complaint that demonstrates the learner has been or is being adversely affected by: 1) an inappropriate interpretation of University policies or 2) an inappropriate response, lack of response, or decision by any person with administrative control and responsibility.
A grievance is directed toward the University, not a specific person, and should be in writing per the grievance procedure published in the University Catalog. Learner grievances are typically items such as administrative issues, financial issues, technical issues, faculty mentor performance, program content, program effectiveness/expectations, or library services that were not able to be resolved in an informal manner.
Submitting a Complaint or Grievance
In the event that a learner has a complaint, grievance or dispute with CalSouthern regarding University procedures, decisions or judgments, the learner has a right to seek a satisfactory resolution through the formal avenues of appeal and redress as follows:
- Step 1: Notification
When a learner has a concern, the learner should first discuss and/or attempt to resolve any complaint with the faculty mentor, staff member(s), or other appropriate administrator. If a mutually satisfactory outcome cannot be negotiated between the learner and other party, the learner may escalate the matter to the Office of the Ombudsman. - Step 2: Written Submission
If the Office of the Ombudsman is unable to resolve the concern/complaint, the learner may submit their grievance in writing, via the Grievance Form, to department leadership through the Office of the Ombudsman. Department leadership will review the Grievance Form and determine a resolution. In the event that these steps do not yield a satisfactory resolution, students may file a written appeal with the Appeals Board through the Office of the Ombudsman. - Step 3: Appeal
If the learner chooses to appeal the decision of the Department, the learner must submit his/her request to appeal the decision within 3 business days to the Office of the Ombudsman. The Ombudsman will convent the Appeals Board to review and render a decision. The learner will receive notification of the Appeals Board’s decision via the Office of the Ombudsman.
The Appeals Board’s decision shall be final and non-appealable. However, failure to initiate a Step 3 appeal within the 3 business day period indicates that the learner accepts the Step 2 decision as final and that the matter is closed.
A learner should refer to the “Agreement to Submit to CalSouthern’s Grievance Procedure” section of their Enrollment Agreement and Disclosure for important terms and conditions regarding this Grievance Procedure and other rights.
Office of the Ombudsman
The Ombudsman staff is responsible for answering learner inquiries and serving as a liaison between the learner and the University departments where communication has broken down or is not yielding resolution. If problems occur, an Ombudsman staff member initiates a resolution of such problems and guides learners through the University’s Complaint/Grievance Procedure. Learners may contact the Office of the Ombudsman at Ombudsman@CalSouthern.edu. The Ombudsman for CalSouthern is Brandie Riegle.
Complaints to External Agencies
If learners are unable to resolve their concerns through the internal grievance process, they may also pursue the grievance through the external regulators listed below. Although learners are encouraged to begin the process with the Ombudsman, there is nothing which prevents the learner from submitting a complaint to these agencies before submitting the concern through the University’s grievance procedure. Be advised, however, that certain agencies may require this as part of their process.
State Regulatory Agencies
State of Arizona: If the complaint cannot be resolved after exhausting the institution’s grievance procedure, the learner may file a complaint with the Arizona State Board for Private Postsecondary Education. The student must contact the State Board for further details. The State Board address is 1740 West Adams Street, Suite 3008, Phoenix, AZ 85007, 602-542-5709, https://ppse.az.gov/student-complaint-procedure
Arizona SARA Complaint Process: CalSouthern is a member of the American InterContinental University System, which is approved by NC-SARA through the Arizona SARA Council (“AZ SARA”). AZ SARA has jurisdiction over Arizona SARA-approved institutions in relation to non-instructional complaints. Instructional complaints, such as grade grievances, and those related to student conduct are not reviewed by AZ SARA and should not be submitted for review. Distance education students who reside in SARA states (currently all but California) may file a complaint with AZ SARA only after the student has first utilized the University’s grievance process and the Arizona State Board for Private Postsecondary Education’s complaint process. Eligible complaints may be submitted to AZ-SARA at https://azsara.arizona.edu/complaints.
Accrediting Agency: Complaints may be filed with the Higher Learning Commission, 230 South LaSalle Street, Suite 7-500; Chicago, IL 60604; https:www.hlcommission.org/Student-Resources/complaints.html
Learner’s Rights: A learner or any member of the public may file a complaint about this institution with the Bureau for Private Postsecondary Education at 2535 Capital Oaks Drive, Suite 400, Sacramento, CA 95833, by calling 888-370-7589, or by completing a complaint form, which can be obtained on the bureau’s website: www.bppe.ca.gov.
While we encourage learners to contact the University with questions or concerns, learners who feel the University is not complying with accreditation standards may contact the Western Association of Schools and Colleges Senior College and University Commission (WSCUC) located at 985 Atlantic Avenue, #100, Alameda, CA 94501, by calling 510.748.9001, or by visiting www.wscuc.org.
Learners residing outside of California:
If a grievance cannot be resolved by following the procedures described above, and the learner resides outside of the State of California, learners may contact their respective state agency. Click here to access each state agency’s contact information.
Certain states require specific language as noted below:
Connecticut:
Filing a Complaint with the Office of Higher Education
Before contacting the Office of Higher Education, you must first exhaust the school’s internal grievance or complaint procedures. These policies are usually published in the institution’s catalog, student handbook, and/or posted on the institution’s website.
Once you have pursued your concerns using the institution’s dispute resolution procedures, and have not reached a mutually agreeable resolution, you may proceed with filing a formal complaint with the Office of Higher Education. To do so, complete an Initial Review Form and send it to ohe.pcs@ct.gov or mail it to the address at the top of the form.
Georgia:
The Commission requires that students utilize and complete their institution’s grievance procedure in an attempt to resolve any complaint or concerns before submitting a complaint to the Commission. If the institution’s resolution is not satisfactory, a student may then appeal to the Commission, but it will not investigate a complaint unless the student has exhausted all available grievance procedures outlined by the institution.
2082 East Exchange Place, Suite 220
Tucker, GA 30084-5305
www.gnpec.georgia.gov | 770.414.3300
Maryland:
California Southern University is registered with the Maryland Higher Education Commission (MHEC). In addition to the above process, the State of Maryland provides an additional avenue for students who have exhausted university complaint/grievance procedures, up to and including being subject to investigation of complaints by the Office of the Attorney General or the Maryland Higher Education Commission. Maryland learner complaints should be directed to:
Maryland Attorney General
Consumer Protection Division
200 St. Paul St.
Baltimore, MD 21202
T: 1.410.528.8662
Toll-Free: 1.888.743.0823
New York:
The Office of College and University Evaluation will not review a complaint until all grievance procedures at the institution have been followed and all avenues of appeal exhausted and documentation provided that such procedures have been exhausted. Please note: Every New York State college and the university are required to establish, publish, and enforce explicit policies related to redress of grievances.
Please do not send a complaint to the Office of College and University Evaluation until you have read all of the information below. This will assure that you are sending your complaint to the appropriate agency/office.
The Office of College and University Evaluation handles only those complaints that concern educational programs or practices of degree-granting institutions subject to the Regulations of the Commissioner of Education, with the exceptions, noted below.
- The Office does not handle anonymous complaints.
- The Office does not intervene in matters concerning an individual’s grades or examination results, as these are the prerogative of the college’s faculty.
- The Office does not handle complaints concerning actions that have occurred more than five years ago.
- The Office does not intervene in matters that are or have been in litigation.
- Complaints concerning programs in fields leading to professional licensure (e.g., nursing) should be directed to:
Office of the Professions
Professional Education Program Review
Education Building, 2 West
Albany, NY 12234
A complaint of consumer fraud on the part of the institution should be directed to the Office of the New York State Attorney General, Justice Building, Empire State Plaza, Albany, NY 12223.
Complainants should be aware that the Office of College and University Evaluation does not conduct a judicial investigation and has no legal authority to require a college or university to comply with a complainant’s request.
If your complaint does not fall into one of the exceptions noted above, click here for the Office of College and University Evaluation Complaint Form.
Oregon:
Students should attempt to resolve any grievances they may have with their school first. Should attempts to resolve these problems with appropriate school officials fail, or should the student be dissatisfied with the final outcome of the college complaint process, then the Higher Education Coordinating Commission (HECC), can respond to a formal complaint. Students may contact the Higher Education Coordinating Commission, 3225 25th St. SE, Salem, OR 97302, or by sending an email to complaints@hecc.oregon.gov. Students may also access our complaints web page.
Texas:
After exhausting the institution’s grievance/complaint process, current, former, and prospective students may initiate a complaint with the Texas Higher Education Coordinating Board (THECB) by sending the required forms either by email to studentcomplaints@thecb.state.tx.us or by mail to:
Texas Higher Education Coordinating Board
College Readiness and Success Division
P.O. Box 12788
Austin, Texas 78711-2788
Facsimile transmissions of the forms are not accepted.
All submitted complaints must include a student complaint form, a signed Family Educational Rights and Privacy Act (FERPA) Consent and Release Form, and a THECB Consent and Agreement Form. Submitted complaints regarding students with disabilities shall also include a signed Authorization to Disclose Medical Record
Information form. Links to the forms are set forth below:
The following forms are required to start the complaint process:
- Student Complaint and Release Form
- Authorization to Disclose Medical Record Information (required if a disability is alleged)
For rules governing student complaints please click here.
Washington:
Before submitting a complaint form, please note the following:
- If a complaint is within WSAC’s jurisdiction, a student must provide documentation that he/she has completed the school’s complaint process – including any provisions for appeal.
- WSAC cannot investigate complaints regarding grades, disciplinary actions, or conduct unless a student can provide evidence that the school has not followed published procedures or policies.
- WSAC will not accept anonymous complaints or complaints that are currently in litigation.
Be advised that copies of complaints will be made available to the school involved and may be made available to other federal, state, or private agencies, and—upon request—to members of the public.