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.

Students who are unclear about the appropriate procedures and the steps to take may consult their student success advisor or view the procedure online at http://www.americansentinel.edu/student-experience/student-support-services-and-resources/academic-policies/student-grievance-and-concern.

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

Procedure

Grievance

 The following types of grievances will adhere to the established procedures outlined in the associated policy documents:

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 can submit a concern or grievance on the student site within 10 days of the occurrence of the issue at My.Americansentinel.edu, and it will be submited to the appropriate department head for resolution.
  • 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 Engagement within 5 working days of the decision.
  • The decision of the Vice President, Student Engagement 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 can submit a concern or grievance on the student site within 10 days of the occurrence of the issue at My.Americansentinel.edu, and it will be submited to the appropriate department head for resolution.
  • 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 Chief Academic Officer within 5 working days.
  • The decision of the Chief Academic Officer 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 submit their concern or grievance on the student site within 10 days of the occurrence of the issue. This will be directed to the Vice President, Student Engagement.
  • If upon the final decision of the Vice President, Student Engagement the student wishes to appeal the decision, the student must submit a summary of the complaint in writing to the president within five working days after receipt of the final decision.
  • The decision of the president is final.

If a grievance or concern is unresolved, a student can initiate a complaint by contacting the president either by phone, mail, or email at the following address:

Mary Adams
President and Chief Academic Officer
American Sentinel University
2260 South Xanadu Way, Suite 310
Aurora, CO 80014
Tel. 303.991.1575
mary.adams@AmericanSentinel.edu

Upon receipt of the student complaint, the president, or designate, will review the complaint and associated records to determine if Policy CM2.01 was adequately executed and if there was an appropriate resolution. Within 30 business days, the president will take appropriate action and will respond to the student. The decision of the president is final.

A student may file a written complaint with the University’s accrediting body, applicable state agency or other regulator listed below. The University encourages students to first exhaust all options to resolve a complaint within the University before taking their complaint to a third party.