Online Complaint Form

Student Complaint Process for Online Courses and Programs

Student complaints are handled through one of two procedures depending on the nature of the complaint. If the matter is academic in nature, the student should follow the stated academic complaint procedures. If the matter is non-academic or grade related, the student should follow the stated non-academic complaint procedures.

The CAU Online Learning and Continuing Education (OLCE) Office will not allow any form of retaliation against individuals who file a complaint, or who cooperate in the investigation of such reports. To the extent possible, the confidentiality of the reports will be maintained.

Academic Complaint Procedures

An academic student complaint is any non-civil rights related complaint generated by an individual student concerning the work-related activities of any faculty member (such as grade disputes).

Students who wish to lodge a complaint about a grade should follow the Grade Appeal Policy included in the Student Handbook.  

 

Students wishing to lodge a complaint that is not related to a grade dispute but that is academic in nature should follow the procedures outlined below:

  • Student must initiate a telephone conference with the instructor with whom they have a complaint no later than two weeks after the relevant incident/dispute.
  • If the conflict is not resolved in the conference between the student and instructor, the student, may choose to pursue the matter further, by forwarding a summary of their complaint and the telephone conference to the Online Learning and Continuing Education (OLCE) office.
  • Within five business days of receiving the written documentation of the complaint, a representative of the OLCE office will convene a meeting with the student and instructor via a telephone conference following any necessary investigation prior to the meeting. The OLCE representative will render a decision taking all relevant factors into consideration.
  • If the student or instructor is unsatisfied with the results of the meeting with the OLCE representative, either party may request a review of the complaint by the Associate Vice President (AVP) for Online Learning and Continuing Education. At that time, the formal written complaint and the instructor's written statement of facts as he/she understands them will be submitted to the AVP. Within one week of the receipt of the applicable documentation, the AVP shall appoint an ad hoc committee who will consider the written appeal from the OLCE representative via conference call or through an electronic medium. After careful deliberation and consideration, the committee will recommend to the AVP what should be done in the case.
  • The AVP will render the final decision taking all relevant factors into consideration.

 

Non Academic Complaint Procedures

A non-academic student complaint may be a complaint related to civil rights, services, violation of FERPA Regulations, or other complaints not academic in nature. If a student has a complaint, he or she should initially attempt to resolve that issue with the other person(s) involved no later than two weeks after the relevant incident/dispute. If the student is not satisfied with the outcome of that attempt, then he or she should submit a formal complaint, within ten (10) business days after the attempt to resolve the issue, by following the steps outlined below:

  • To file a formal complaint, the student must submit a summary of their complaint to the OLCE office (citle@cau.edu).

        Click here for the CAU Online Learning Complaint Summary

 

  • A representative of the OLCE office will convene a meeting with the student via telephone conference. The representative will conduct any necessary investigation prior to the meeting and make a recommendation taking all relevant factors into consideration with five business days of the telephone conference.
  • If the student is unsatisfied with the response from the telephone conference, he/she may request a review of the complaint by the AVP for Online Learning and Continuing Education. At that time, the formal written complaint and the statement of facts as he/she understands them will be submitted to the AVP. Within one week of the time the AVP has received copies of the applicable documentation, at the AVP's sole discretion, grievance appeals may be held in one of the following two ways:
    • The AVP will review the information provided by the student and administration. The AVP may convene a formal meeting with the student via telephone conference. Parties of interest may include the student, representatives of OCLE, and other official campus representatives deemed necessary. The AVP will render the final decision taking all relevant factors into consideration.
    • The AVP will appoint an ad-hoc committee who will consider the written appeal. A telephone conference may be scheduled with the parties in question. After careful deliberation and consideration, the committee will recommend to the AVP what should be done in the case. The AVP will render the final decision taking all relevant factors into consideration.

 

State Agency Complaint Process

If the institutional procedure has been utilized with no resolution, the student may file a complaint with the State and/or Regional Accrediting Agency. Contact information for these agencies is available on the CAU website.

Click here to access State Agency Student Complaint Process