Internal Complaint Process

REALTOR® University is committed to providing an educational climate that is conducive to the personal and professional development of each individual. In order to ensure that commitment, the University has developed procedures for students to pursue grievances, should such action become necessary. A student who has an unresolved disagreement or dissatisfaction with a faculty or staff member, another student, student group or administrator has the right to file a written complaint.

Definition

A complaint involves a concern, problem or issue other than a disciplinary measure. Complaints may be academic or nonacademic.

An academic complaint may be brought by a student regarding the University’s provision of education and academic services affecting his/her role as a student. Academic grievances can include but are not limited to the following types of allegations: discriminatory action toward students by a faculty member, e.g., by singling out specific students for either preferential or adverse treatment; failure of a faculty member to follow university policies in the conduct of classes or examinations; or capricious or unreasonable arbitrary actions by a faculty member that adversely affects student performance. The student must have first attempted to resolve the issue by approaching the faculty member, before filing a written complaint. A nonacademic complaint may be brought by a student regarding a disagreement or unresolved dissatisfaction with a faculty or staff member, another student, or administrator. Nonacademic grievances can include but are not limited to the following types of allegations: issues regarding sexual harassment, discrimination or an alleged infringement upon the rights or sensibilities of an individual by a university employee, student or student organization. The student must first have attempted to resolve the issue by approaching the person(s) involved, and then the appropriate dean, before filing a written complaint.

Process

The student is encouraged to attempt to resolve all grievances at the lowest possible level. The student should first discusses the problem or complaint with the person whose decision or action is being contested and then with the person’s dean or supervisor. If the grievance cannot be resolved at that level, the student can submit a formal complaint in writing. A complaint must be based on a claimed violation of a university rule or policy that has not been resolved through ordinary processes.

Any student who brings a complaint has the burden of proof and must provide documentation and evidence to support the allegation. A complaint should normally be filed within 10 working days of the incident or incidents. The student should put his or her grievance in writing according to the following guidelines: What is the grievance? Identify it. What are the grounds for the grievance? Explain the basic justification for it based on a claimed violation of a university rule or policy. How would you like to see it resolved? What do you want done?

  • For academic grievances (other than disability issues) the student will submit the complaint in writing to the Dean of Academic Affairs, who will ensure that the complaint receives a timely response – no more than 10 working days.
  • For non-academic grievances (other than disability issues), the student will submit the complaints in writing to the Dean of Student Services. The Dean of Students will ensure that the complaint receives a timely response – no more than 10 working days. A record of each complaint, its nature, and resolution, will be forwarded to the Academic Affairs office.

The student may appeal the response, in writing, to the President of the University within 10 days. The results of complaints appealed to this level are final and may not be further appealed. The Dean of Academic Affairs will keep on file a record of each complaint, its nature and resolution. 

External Complaint Process

If an issue cannot be resolved internally, students may file a complaint with Illinois Board of Higher Education or REALTOR® University’s accrediting agency, DEAC. Students who wish to file a complaint may review the contact information listed below. In many cases, these agencies require the student to exhaust the institution’s internal complaint procedures prior to filing a complaint. Therefore, it is recommended that students not contact these agencies until they have proceeded through the university’s process for filing a complaint.

Registering a Complaint with the Accrediting Agency

Students may file a complaint with DEAC by using the Online Complaint Form or submitting a written complaint to the following address:

Distance Education Accrediting Commission (DEAC)

1101 17th Street, N.W.

Suite 808

Washington, D.C. 20036

http://www.deac.org/student-center/complaint-process.aspx

Registering a Complaint with the State of Illinois

Illinois Board of Higher Education

431 East Adams Street, Second Floor

Springfield, IL 62701-1404

http://www.ibhe.state.il.us/consumerinfo/complaint.htm