Student Grievance and Concern

Students who believe they have been treated unfairly by American Sentinel University either through the action of individuals or the application of existing policy will have their grievance or concern addressed by the appropriate procedure. The university will provide follow up with updates to student grievances or concerns, which may include final resolution, within three business days of the date the grievance was submitted.

Guidelines

Students who are unclear about the appropriate procedures and the steps to take may consult their Student Success Advisor.

All issues will be tracked using internal incident tracking by the university.

Procedure

Grievance

The following types of grievances will follow the established policy and procedures as follows:

All other concerns and grievances will follow the procedure as identified below.

Concerns

Concerns may be raised by a student or on behalf of the student by faculty, advisors, or applicable American Sentinel staff). Concerns include, but are not limited to, the following academic and non-academic items:

  • Academic:
    • Faculty performance
    • Technical issues
    • Program content
    • Program effectiveness
    • Administrative
  • Non-academic:
    • Financial
    • Technical issues
    • Administrative

For non-academic concerns or grievances about such issues as billing, financial aid, and technical issues (as related to university web access):

  • Students are expected to contact the Student Success Advisor (SSA) within 10 days of the occurrence of the issue.
  • At this time the issue or grievance will be tracked by the SSA and the student will be directed to the appropriate department head for resolution.
  • If the appropriate department head is not able to resolve the issue to the student’s satisfaction, the student may appeal the decision of by submitting a brief, written summary of the problem to the Vice President, Student Success and Retention within 5 working days of the decision.
  • The decision of the Vice President, Student Success and Retention is final.

For academic concerns or grievances regarding assessments, faculty performance, technical issues (as related to course content), program content, program effectiveness, or library services:

  • Students are expected to contact the Student Success Advisor (SSA) within 10 days of the occurrence of the issue.
  • If the issue cannot be resolved by the SSA, the SSA forwards the issue to Academic Services.
  • The issue is investigated and if necessary the appropriate administrator reports the grievance to the dean of that discipline.
  • The dean will take any necessary steps and the dean, or the dean’s representative, will respond to the student with resolution.
  • If the student is dissatisfied with the decision of the dean, the student must submit a summary of the complaint in writing to the Provost within 5 working days.
  • The decision of the Provost is final.

For other concerns or grievances:

  • The student should first attempt to resolve the issue with the SSA.
  • If the student and SSA cannot resolve the issue, the student should contact the Manager, Student Success and Retention.
  • If upon the final decision of the Manager, Student Success and Retention the student wishes to appeal the decision, the student must submit a summary of the complaint in writing to the President within 5 working days after receipt of the final decision.
  • The decision of the President is final.

If a grievance or concern is unresolved, the student may initiate a complaint per the Complaint Policy.