Complaints & Grievances

Student Complaints:

The University is committed to handling any student complaint in a way which:

• encourages informal resolution,
• is fair and efficient,
• treats the student with appropriate seriousness and sympathy,
• is quick and consistent with a fair and thorough investigation

Definition:

The University defines a complaint as “a specific concern on the part of a student about the provision of education or other service by the University.” Examples include:

• inaccurate or misleading information about the programs of study;
• inadequate teaching or supervision;
• insufficient academic facilities;
• service not provided to standard advertised;
• the behavior of a member of the staff;
• the behavior of another student

Procedure:

The following grievance procedure should be followed by the complainant:

• The complainant should first make a reasonable effort to resolve the grievance directly with the person or entity they feel caused their complaint (without placing themselves in harm).
• If a grievance cannot be resolved by a complainant’s initial reasonable effort, or if the grievance has not been resolved to the complainant’s satisfaction, a request for further action should be made in a detailed writing to the Academic Appeals Committee at [email protected] within 10 business days of the grievance. The Academic Appeals Committee will initiate an investigation within 10 business days of receiving the written grievance and will then attempt to resolve the matter and will issue a decision to the complainant.
• If a complainant desires to further appeal a decision, a written statement must be submitted to the University President within 15 business days of the Academic Appeal Committee’s decision. A response will be given within 30 business days.

A record of each grievance and academic appeal, including its nature and disposition, shall be maintained, for all programs, by the University. Should the student still be dissatisfied, he or she can seek relief from the New Mexico Higher Education Department at New Mexico Higher Education Department, 2044 Galisteo Street Suite 4, Santa Fe, NM 87505-2100, 1-505-476-8400 or https://hed.state.nm.us/students-parents/student-complaints From the NMHED website: The Private Postsecondary Schools Division (PPSD) is responsible for the following:

• Enforcing the New Mexico statutes and rules for all private postsecondary educational institutions operating with a physical presence in the state of New Mexico.
• Cooperating with authorities seeking to resolve student complaints against state-authorized postsecondary educational institutions and designated out-ofstate proprietary schools.

Please see the ECCU Catalog for more details.
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