DigitalCrafts Grievance Procedure
Grievance Procedure
Internal Process
(This procedure does not apply to appeals of academic decisions, including grades.)
A grievance is a serious complaint that demonstrates that the student has been or is being adversely affected by: 1) inaccurate interpretation of institutional policies; 2) inappropriate response, lack of response, or decision by any person with administrative control or responsibility; or 3) unfair application of established institutional processes. A grievance is directed toward the institution, not a specific person, and should be in writing. Student grievances are typically items such as administrative issues, financial issues, technical issues, faculty performance, program content, program effectiveness/expectations, or library services that were not able to be resolved in an informal manner.
If a student has a grievance regarding institutional procedures, decisions, or judgements, the student has a right to seek satisfactory resolution through the formal avenues of the Grievance Procedure:
Step 1: Notification
When a student has a concern, the student should first discuss and/or attempt to resolve any grievance with the faculty member, staff member(s), or other appropriate administrator.
Step 2: Informal Progression
If a mutually satisfactory outcome cannot be negotiated between the student and other party, the student should contact the Office of the Ombudsman to seek informal resolution at another level.
Step 3: Formal Written Submission
If the Office of the Ombudsman is unable to resolve the grievance, the student may submit their grievance in writing, via the Grievance Form, to department leadership through the Office of the Ombudsman or the student portal. Department leadership will review the Grievance Form and determine a resolution. If these steps do not yield a satisfactory resolution, students may file a written appeal with the Grievance Appeals Board through the Office of the Ombudsman.
Step 4: Appeal
If the student chooses to appeal the decision of the Department, the student must submit a request to appeal the decision to the Office of the Ombudsman. Appeals must be filed no later than the 14th calendar day after a response from the University is received. This time may be extended for extenuating circumstances. If the student/learner fails to submit an appeal within the required timeframe, then the student/learner will be deemed to have accepted the decision or resolution provided. The Ombudsman will convene the AIUS Grievance Appeals Board to review the appeal and render a decision. The student will receive notification of the Grievance Appeal Board’s decision via the Office of the Ombudsman. The Grievance Appeals Board decision is final and non-appealable.
Students can reach the Office of the Ombudsman by email at Ombudsman@aiuniv.edu or by phone at (847) 586-4056. The student should refer to the “Agreement to Submit to DigitalCrafts’ Grievance Procedure" section of their Enrollment Agreement and Disclosure for important terms and conditions regarding this Grievance Procedure and other rights.
DigitalCrafts Office of the Ombudsman
Office of the Ombudsman
The Ombudsman staff is responsible for answering student inquiries and serving as a liaison between the student and the Institution departments where communication has broken down or is not yielding resolution. If problems occur, an Ombudsman staff member initiates a resolution of such problems and guides students through the Institution’s Grievance Procedure. Students may contact the Office of the Ombudsman at ombudsman@aiuniv.edu or (847) 586-4056.
DigitalCrafts Complaints to External Agencies
Complaints to External Agencies
If students are unable to resolve their concerns through the internal grievance procedure, they may also pursue the grievance through the external regulators listed below. Although students are encouraged to begin the process with the Ombudsman, there is nothing which prevents a student from submitting a complaint to these agencies before submitting the concern through the institution’s grievance procedure. Be advised, however, that certain agencies may require this as part of their process.
State Regulatory Agencies
State of Arizona: If the complaint cannot be resolved after exhausting the institution’s grievance procedure, the student may file a complaint with the Arizona State Board for Private Postsecondary Education at 1740 West Adams Street, Suite 3008, Phoenix, AZ 85007, phone 602-542-5709, https://ppse.az.gov/student-complaint-procedure
Arizona SARA Complaint Process: DigitalCrafts is part of the American InterContinental University System, which is approved by NC-SARA through the Arizona SARA Council (“AZ SARA”). AZ SARA has jurisdiction over Arizona SARA-approved institutions in relation to non-instructional complaints. Instructional complaints, such as grade grievances, and those related to student conduct are not reviewed by AZ SARA and should not be submitted for review. Distance education students who reside in SARA states (currently all but California) may file a complaint with AZ SARA only after the student has first utilized the DigitalCrafts grievance process and the Arizona State Board for Private Postsecondary Education’s complaint process. Eligible complaints may be submitted to AZ-SARA at https://azsara.arizona.edu/complaints.
Accrediting Agency
Complaints may be filed with the Higher Learning Commission, 230 South LaSalle Street, Suite 7-500; Chicago, IL 60604; https://www.hlcommission.org/for-students/file-a-complaint-against-an-institution/.