Distance Education Complaint Procedure Review

ASU complaint procedure

ASU is committed to the success of each student and strives to resolve issues that may arise. All ASU distance education students should attempt to resolve complaints with the university through the university process first before contacting external agencies.

Available processes and links to policies and contacts are listed below.

University process

ASU greatly values the student experience and expects all students to adhere to the Student Code of Conduct. Please refer to the Student Code of Conduct for student expectations and rights.

When an issue is brought to our attention, ASU takes appropriate action to seek resolution.

Academic issues

For academic concerns, a student is encouraged to first speak with the course instructor. If an issue cannot be resolved at that level, a student may contact the appropriate college or school for guidance on how to proceed. Please refer to our list of colleges and schools for more information.

Non-academic issues

For non-academic concerns, please contact the Dean of Students. The Office of Student Rights and Responsibilities is responsible for reviewing and handling student disciplinary incident reports.

Non-academic issues not resolved by the university process

ASU is an institutional participant of the State Authorization Reciprocity Agreement (SARA). If an issue has not been satisfactorily resolved through the university’s internal process, a distance education student may submit a non-academic complaint to the Arizona SARA Council by filing a complaint form.

Instructional complaints, such as grade grievances, are not reviewed by the council and should not be submitted for resolution.

Students located in American Samoa, California and Guam may not submit a complaint to the council. These territories and states do not participate in SARA.

Other agencies

A student may contact higher education regulatory agencies, accrediting agencies or consumer protection agencies for specific issues that are unresolved through the university process.

Arizona Board of Regents

If an issue submitted by a student is unresolved and involves a complaint arising under state law, an Arizona Board of Regents policy or any other matter, the student may contact the Arizona Board of Regents (in accordance with 75 Fed. Reg. 66865-66, October 29, 2010).

Accrediting agencies

ASU is accredited by the Higher Learning Commission (HLC). If an issue is unable to be resolved through the university process, a student may follow the HLC complaint process.

For specialized accreditation, please see this page.