Student Review, Appeal, Complaint, and Grievance Overview

This Chamberlain University Student Handbook includes policies and procedures relating to academic policies, grade appeals, the Student Code of Conduct, Sex and Gender-Based Sexual Misconduct Response & Prevention, and Clinical Coordination, among other topics. In general terms, when a disagreement or conflict is not addressed to a student’s satisfaction, a student may contact the individual most directly related to the concern or contact their Academic Support Team by submitting the proper online form. If those actions do not satisfactorily resolve the matter, the Student Handbook contains policies that provide an avenue for a student to address the concern.

Reviews, Appeals, Complaints, and Grievances

The types of student-initiated reviews, appeals, complaints, and grievances are as follows:

Review Request

A review request is used to petition for a waiver of a particular institutional policy due to events beyond the student’s control and/or due to legitimate circumstances that render a particular policy not applicable to the student’s situation. Please refer to the Policies and Procedures section of the Student Handbook for more information about the review request process.  Review request decisions are final and are not subject to review in the grievance policy.

Review of a Grade 

A student may request a review of a grade when a student believes that a grade has been incorrectly calculated. A grade review may result in the grade increasing, decreasing, or staying the same. Please refer to Policies and Procedures section of the Student Handbook for more information about the process to review a grade. Grade review decisions are final and are not subject to review in the grievance policy.

Academic Appeal 

An academic appeal is a request by a student to have an academic policy-related decision of the university reviewed on the grounds (1) that there is new evidence that was unavailable at the time of the original investigation that would affect the outcome of the original decision, or (2) there were procedural irregularities in the process that affected the outcome, or (3) The original decision was not reasonable based on the evidence compiled. Students with concerns involving academic decisions may pursue an appeal through the academic appeals process outlined in the Policy and Procedures section of the Student Handbook. Decisions of the Program Administrator or their designee related to academic appeals are final and are not subject to review in the grievance policy.

Code of Conduct Appeal

A code of conduct appeal is a request to have a sanction decision reviewed by a hearing panel or conduct administrator on the sole grounds (1) that there is new evidence that was unavailable at the time of the original investigation that would affect the outcome of the original decision, or (2) there were procedural irregularities in the process that affected the outcome, or (3) The sanctions were not reasonably appropriate for the violation of the Code of Conduct Policy. Students with concerns involving decisions related to code of conduct may pursue an appeal through the code of conduct appeals process outlined in the Policies and Procedures section of the Student Handbook. Decisions of the Program Administrator or designee related to code of conduct appeals are final and are not subject to review in the grievance policy.

Complaint 

A complaint is a verbal or written notice from a student to faculty, academic or service leadership, or the university that the student is not satisfied with a level of academic or support service, some inconvenience, technical support, or other matter that the student feels has detracted from the student experience. Responses to complaints vary in depth but typically are limited to the parties involved. Complaints are considered informal since they are not recorded in established databases. Nonetheless, the university considers all complaints as important and uses the insights gained from them to improve the quality of its programs and services.

Students with concerns involving the university’s nondiscrimination, non-harassment, or educational access policies should first report their concerns to their dean or dean’s designee to allow for appropriate review and investigation of the concerns. If this process does not adequately resolve the issue, the student can then proceed by filing a report via the Commitment to Non-Discrimination & Non-Harassment Policy and Procedure.

How to file a complaint:

To initiate the complaint process, a student can submit a written or verbal complaint to the person at the source of the complaint. If the student is uncomfortable, for any reason, engaging directly with the source person, the student can submit the complaint to the person’s immediate supervisor. The student may, at any time, elect to stop further action by withdrawing the complaint, subject to the provisions. Chamberlain may be obligated to investigate the complaint with or without the student’s involvement, depending on the nature of the allegations made.

Grievance

A grievance is a written notice submitted by an individual through the university’s grievance process that a violation of university policy or procedure has allegedly occurred of sufficient gravity that the grievant has been impacted negatively. The grievance may be directed toward a staff or faculty member, a department or program leader, an administrator, or a student. Responses to grievances include a formal investigation, an analysis of the investigation’s findings, and a non-appealable decision. All information and actions related to a grievance are formally recorded and subject to audit by internal and external parties. Grievances may trigger quality improvement actions and, when appropriate, may lead to disciplinary action if it was found that policies were broken or breaches in codes of conduct occurred.

Certain types of grievances must be addressed with additional requirements and considerations.

• Title IX Grievance Process – Sex & Gender-Based Misconduct Response & Prevention
• Commitment to Non-Discrimination & Non-Harassment
• Office of Student Disability Services

Please refer to Student Grievance Process in the Student Handbook for detailed information on the process for student grievances.

Student Grievance Process

A grievance is a written notice submitted by an individual through the university’s grievance process that a violation of university policy or procedure has allegedly occurred of sufficient gravity that the grievant has been impacted negatively. The grievance may be directed toward a staff or faculty member, a department or program leader, an administrator, or a student. Responses to grievances include a formal investigation, an analysis of the investigation’s findings, and a non-appealable decision. All information and actions related to a grievance are formally recorded and subject to audit by internal and external parties. Grievances may trigger quality improvement actions and, when appropriate, may lead to disciplinary action if it was found that policies were broken or breaches in codes of conduct occurred.

Decisions of the Program Administrator or their designee related to Academic Policy Decision Appeals are final and are not subject to review in the grievance policy.

Decisions of the Program Administrator or their designee related to the Code of Conduct Policy are final and are not subject to review in the grievance policy. Grade review decisions and review request decisions are final and are not subject to review in the grievance policy.

Certain types of grievances must be addressed under separate policies with additional requirements and considerations.

• Title IX Grievances s – Sex & Gender-Based Misconduct Response & Prevention Policy
• Discrimination and Harassment Grievances -- Commitment to Non-Discrimination & Non-Harassment Policy and Procedure
• Disability Accommodation Grievances- Office of Student Disability Services Policy

The right to confidentiality will be respected to the extent possible insofar as it does not interfere with the institution’s legal obligation or ability to investigate allegations of misconduct brought to the university’s attention or to take corrective action when it is found that misconduct has occurred.  Grievances may be withdrawn by the student, subject to the confidentiality provisions. Chamberlain may be obligated to investigate the grievance with or without the student’s involvement, depending on the nature of the allegations made.

When to file a Grievance:

A grievance should be filed as soon as possible so that it can be addressed contemporaneously by Chamberlain. In most cases, Chamberlain University will expect the student to come forward within 20 business days of the student becoming aware of the concern. A grievance must be submitted in writing following the process summarized below.

How to file a Grievance:

Students file a grievance by contacting an academic support advisor by phone at 888.556.8226, option 3, or by email at [email protected].

If the Grievance Process is the appropriate student-initiated process to address the concern as defined in the Reviews, Appeals, Complaints and Grievances section of the Student Handbook, the student will be provided a link to electronically complete a Grievance Form. The Grievance Form will be received by the Grievance Coordinator and routed to the appropriate Program Administrator or designee for review.

What to file:

A grievance must include the following:

• The student’s name, Student ID (D#) number, email address, and phone number.
• A complete description of the concern/issue including date, location, and all individuals involved either in the occurrence or as witnesses.
• A description of what efforts that have been made to resolve the issue informally, including individuals contacted by the student in the resolution attempt.
• A description of the resolution requested.

Notice of Receipt:

Upon receipt of the grievance, the grievance coordinator will provide the student with a written notice acknowledging its receipt and will distribute the grievance form to the appropriate Program Administrator or designee.

Investigation:

The Program Administrator or designee will initiate an investigation upon receipt of the grievance. In cases where the Program Administrator or designee is directly involved in the concern, an alternate Program Administrator or designee will be assigned.

The extent and components of the investigation will vary depending on the allegations and circumstances. For purposes of illustration, an investigation may include the following steps, as appropriate:

• Review the student’s grievance form.
• Gather additional information or statements from the student as needed.
• Gather information from any witnesses or other people (e.g., faculty, staff, or other students) who may have potentially relevant information.
• Review relevant documentation and policies.
• Obtain a response or written statement and other information from the individual(s) who is/are the subject of the student’s grievance.
• Attempt a resolution of the grievance between the student and the individual, if appropriate.
• Convene a panel to review the grievance materials and information, as appropriate.
• Assess the information gathered, determine the findings, and provide a resolution for the student.

Findings and Notification:

Upon completion of the investigation, the Program Administrator or designee will report the findings of the investigation and resolution to the national grievance coordinator who will report the decision, in writing, to the student.

It is Chamberlain’s goal to conduct an appropriate investigation and report back to the student in a timely manner, usually within 30 business days of notification of receipt of the grievance. The circumstances in particular cases may shorten or lengthen the investigation.

The decision of the Program Administrator or designee is, in all cases, final, and not subject to appeal.

Students not satisfied with the final disposition of the grievance process may contact the state licensing authority, the University's accreditors, or the state attorney general. A complete listing of contact information for state licensing authorities, the University's accreditors, the states’ attorneys general can be found here https://www.chamberlain.edu/about/student-consumer-information.

Arizona residents enrolled at a campus:
Students with complaints not resolved by the above procedure may file complaints with the Arizona State Board for Private Postsecondary Education:

Arizona State Board for Private Postsecondary Education
1740 W. Adams Street, Suite 3008
Phoenix, AZ 85007
602.542.5709, ppse.az.gov

District of Columbia residents enrolled in an online program:
Unresolved Complaints may be reported to the District of Columbia Higher Education Licensure Commission online at https://helc.osse.dc.gov or by mail to:

District of Columbia Higher Education Licensure Commission
1050 First Street, NE, 5th Floor, Washington, DC 20002

Florida residents enrolled at a campus:
As a last resort in the complaint process outlined in the academic catalog, students who do not believe they received a satisfactory resolution to their grievance may contact the Commission at fldoe.org/cie, by fax at 850.245.3238 or by mail to:

Commission for Independent Education Florida Department of Education
325 W. Gaines St., Suite 1414
Tallahassee, FL 32399-0400
toll-free number 888.224.6684

In accordance with the Florida Safety in Private Spaces Act, beginning on July 1, 2024, students with complaints alleging that Chamberlain University has failed to meet the minimum requirements for restrooms and changing facilities at its Florida campuses under ss. 553.865 (4) and (5), Florida Statutes, have the right to file a complaint with the Florida Attorney General’s Office:
 
Office of the Attorney General
State of Florida
PL-01 The Capitol
Tallahassee, FL 32399-1050
850-414-3300 (Switchboard)
(Florida toll free)

Georgia residents enrolled at a campus:
Students with complaints not resolved by the above procedure may file complaints with the Georgia Nonpublic Postsecondary Education Commission:

Georgia Nonpublic Postsecondary Education Commission
2082 East Exchange Place
Tucker, GA 30084
770.414.3300, https://gnpec.georgia.gov/student-resources/complaints-against-institution

For Illinois residents and students enrolled in an online program:
Unresolved complaints may be reported to the Illinois Board of Higher Education through the online complaint system at https://complaints.ibhe.org/ or by mail to:

Illinois Board of Higher Education
1 N. Old State Capitol Plaza, Suite 333
Springfield, IL 62701-1377.

Texas residents enrolled at a campus:
Students with complaints not resolved by the above procedure may file complaints with the Texas Higher Education Coordinating Board, highered.texas.gov/student-complaints; rules governing student complaints in Texas can be found at texreg.sos.state.tx.us/public/readtac$ext.ViewTAC?tac_view=5&ti=19&pt=1&ch=1&sch=E&rl=Y

Virginia residents enrolled at a campus:
As a last resort in the complaint process, students who do not believe they received a satisfactory resolution to their grievance may contact the State Council of Higher Education for Virginia:

SCHEV, Attn: Private and Out-of-State Postsecondary Education
101 N. 14th St., James Monroe Bldg.
Richmond, VA 23219

Confidentiality

Chamberlain wishes to create an environment in which individuals feel free to discuss concerns. Chamberlain understands that students, witnesses and others involved in the investigation process may be concerned about the confidentiality of information they are sharing. In some cases, however, Chamberlain may be obligated to take action when it becomes aware of information relating to a complaint. Confidentiality will be maintained to the extent possible and consistent with Chamberlain’s obligations in investigating complaints.

Once an individual discloses identifying information to Chamberlain through the processes described above, they will be considered to have filed a complaint with Chamberlain. While the confidentiality of information received, the privacy of individuals involved and compliance with the wishes of the student or witnesses cannot be guaranteed, they will be respected to the extent possible and appropriate.

Retaliation

Chamberlain prohibits retaliation against anyone who reports an incident of alleged harassment, discrimination or other unlawful conduct or any person who assists or participates in a proceeding, investigation or hearing relating to such allegations. Retaliation includes but is not limited to, any form of intimidation, reprisal or harassment. All complaints of retaliation should be reported in accordance with the complaint procedures outlined in the tabs above. If the procedures outlined above would result in the student being required to submit their complaint to the person whom they believe is retaliating against them, the student may submit the retaliation complaint to the online or campus leader, who will determine an appropriate party to address the retaliation complaint.

Submission of a good-faith complaint or report of harassment, discrimination or other unlawful conduct will not adversely affect the student’s future grades, learning or academic environment. Chamberlain will discipline or take appropriate action against anyone who retaliates against any person who reports an incident of alleged harassment, discrimination or other unlawful conduct or who retaliates against any person who testifies, assists or participates in a proceeding, investigation or hearing related to such allegations.