Student Complaints

I. PREAMBLE

Atlas University holds that correction and justice are acts of grace.
A community devoted to truth must provide channels for the peaceful resolution of grievances and the restoration of right relationship.
This Policy ensures that every student voice is heard, every complaint examined impartially, and every record preserved in integrity and order.

II. PURPOSE

The purposes of this Policy are to:

  1. Provide fair and accessible procedures for students to file complaints or grievances.

  2. Protect the rights of all parties involved through due process.

  3. Ensure transparency and accountability in University operations.

  4. Maintain accurate records of all formal complaints for accreditation and compliance review.

III. SCOPE

This Policy applies to all students of Atlas University, including on-campus, online, and distance learners.
It governs complaints concerning:

  • Academic matters (grades, instruction, program requirements).

  • Non-academic matters (administrative services, housing, conduct).

  • Discrimination, harassment, or Title IX concerns (handled in coordination with those specific policies).

Complaints regarding final academic decisions of the Board of Trustees or external agencies are outside this Policy’s jurisdiction.

IV. DEFINITIONS

  1. Complaint: An informal or formal expression of dissatisfaction by a student concerning a University policy, service, or decision.

  2. Grievance: A formal written complaint requesting official investigation and resolution.

  3. Complainant: The student submitting the grievance.

  4. Respondent: The individual, office, or department against whom the grievance is filed.

  5. Resolution: The formal written decision or remedy issued after review.

V. ADMINISTRATIVE AUTHORITY

OfficeResponsibilityDean of Students & Spiritual LifePrimary administrator for student complaints.Provost / Chief Academic OfficerOversees academic grievances.Director of Human ResourcesHandles staff-related student complaints.Title IX CoordinatorManages discrimination or sexual harassment complaints.Office of Institutional Integrity (OII)Maintains centralized complaint tracking system.

VI. INFORMAL RESOLUTION

  1. Students are encouraged to resolve concerns informally with the individual or office involved.

  2. Faculty and staff are expected to receive such concerns graciously and attempt resolution within five (V) business days.

  3. If the issue remains unresolved, the student may file a formal grievance under this Policy.

VII. FORMAL GRIEVANCE PROCEDURE

1. Filing a Grievance

  • Submit a completed Form SG-01: Student Grievance Submission to the Office of Institutional Integrity within thirty (XXX) calendar days of the incident.

  • The grievance must include a description of the issue, supporting evidence, and the remedy sought.

2. Acknowledgment

The Office of Institutional Integrity acknowledges receipt within five (V) business days and assigns the case to the appropriate administrative office.

3. Investigation

  • The assigned official conducts a neutral review, which may include interviews, review of records, and consultation with witnesses.

  • The investigation should be completed within twenty (XX) business days.

4. Determination and Resolution

  • A written decision is issued to the student within five (V) business days after completion of investigation.

  • The resolution shall state the findings, rationale, and any corrective actions or remedies.

5. Appeal

  • The student may appeal the decision in writing within ten (X) business days to the Provost (for academic matters) or President (for non-academic matters).

  • The appeal decision is final.

VIII. RECORDKEEPING

  1. All complaints and grievances are logged in the Atlas Complaint Registry (ACR) maintained by the Office of Institutional Integrity.

  2. Each entry must include:

    • Date of receipt.

    • Nature of complaint.

    • Departments involved.

    • Actions taken and resolution.

    • Final outcome and date of closure.

  3. Records are retained for a minimum of seven (VII) years after final resolution.

  4. Anonymized summary data shall be included in the Annual Institutional Effectiveness Report for continuous improvement and accreditation reporting.

IX. CONFIDENTIALITY

All complaint information is treated as confidential to the fullest extent possible, consistent with the need for a thorough and fair investigation.
Information may be shared with appropriate University officials and external agencies when required by law or accreditation review.

X. EXTERNAL COMPLAINT OPTIONS

If a student believes the University has not adequately resolved a complaint, they may contact:

Florida Commission for Independent Education (CIE)
325 West Gaines Street, Suite 1414
Tallahassee, FL 32399-0400
Phone: (850) 245-3200

Students may also contact the appropriate accrediting body once Atlas University obtains full accreditation.

XI. NON-RETALIATION

No student shall suffer retaliation, intimidation, or discrimination for filing a complaint in good faith or participating in a grievance investigation.
Any act of retaliation constitutes a separate violation subject to disciplinary action.

XII. TRAINING AND COMMUNICATION

  1. The Dean of Students shall ensure all students receive information on complaint procedures during orientation.

  2. Faculty and staff shall receive annual training on proper complaint handling and documentation.

  3. The procedure shall be publicly accessible on the University website.

XIII. SPIRITUAL AND ETHICAL FOUNDATION

Atlas University understands conflict not as failure but as opportunity for truth to emerge and relationships to be restored.
Resolution is pursued in the spirit of Matthew 18:15–17 — privately if possible, formally if necessary, always with love and justice.

XIV. REVIEW AND AMENDMENT

This Policy shall be reviewed annually by the Dean of Students and Office of Institutional Integrity, approved by the President, and ratified by the Board of Trustees.