NAU student complaint process
Fairness and respect for all students is a top priority at Northern Arizona University. Find all the policies that affect students in the Student Affairs Policy Manual located in the University Policy Library. For academic policies, refer to the Academic Catalog.
Please delve into NAU’s comprehensive student complaint policies and procedures below to ensure your concerns are addressed promptly and fairly.
Types of Formal Complaints
Informal complaint process
When a student encounters a problem on campus or feels they have been treated unfairly, they should first try to resolve the issue informally with the faculty/staff member or department directly involved. Many issues can be resolved if a student makes an appointment with a faculty or staff member and calmly and honestly communicates their concerns.
Formal complaint process
Unsatisfied students can file a formal complaint if informal resolution attempts fail. When submitted through the online form, complaints are automatically linked to the student’s User-ID for clear attribution. The student must sign formal complaints, whether it’s a physical or digital signature. Complaints reported over the phone will not be reviewed.
What to include in a formal written complaint
Student contact information
- Full legal name (as enrolled)
- Mailing address
- Your preferred email address
- Telephone number
- NAU User-id
- Last term of enrollment (if not currently enrolled)
- What was the first date on which the events or issues occurred?
- Name the persons/departments involved.
- Describe your complaint in detail. Include the names (and titles) of persons, locations, and dates.
- What attempts have you made to resolve this complaint? Include information on who you contacted, dates, and outcome.
- What resolution do you seek or feel would be fair?
Where are formal complaints routed?
Formal written complaints are routed to the appropriate administrative office based on the type of complaint. Routing information is included below:
- College of Arts and Letters: CAL Dean’s Office
- College of Education: Ramona Mellott
- College of Engineering, Forestry, and Natural Sciences: CEFNS Dean’s Office
- College of Health and Human Services: CHHS Dean’s Office
- College of Social and Behavioral Sciences: SBS Dean’s Office
- The W. A. Franke College of Business: The W. A. Franke College of Business: FCB Dean’s Office
- Graduate College: Maribeth Watwood
- Honors: George Gummerman
Complaints about a specific academic college are filed with the appropriate college dean. All other academic complaints, or if the student is unsure of the appropriate college, are sent to the Office of the Provost.
- Residence halls, dining, or the University Union: email@example.com
- Admissions or student financial aid: firstname.lastname@example.org
- Registrar’s Office: email@example.com
- Information Technology Services: Ask-STC@nau.edu
- Student and Departmental Account Services: SDAS@nau.edu
- All other non-academic complaints: firstname.lastname@example.org
- Student-athlete complaints: Robyn.Sharp@nau.edu
Formal complaint review and resolution process
Complaint resolution and appeals options
To comply with Federal Regulations, the Office of Student Affairs will record and track all student complaints, noting details such as date, student ID, complaint description, actions taken, resolution, review completion date, and any university changes resulting from the complaint.
Annually, this office will gather data from other departments to create an Institutional Summary of Student Complaints. They will analyze the data for patterns or issues, suggesting policy revisions if needed. Relevant university offices will be informed for action.
Regulatory agencies and accrediting bodies, like the Higher Learning Commission, will have access to this tracked information as mandated by laws and policies.
Complaint process exceptions
The following areas of concern have distinct policies and complaint procedures and are not covered by the student complaint process outlined on this page:
Students may also use the NAU Police Department’s Anonymous Report to alert police about ongoing criminal activity.Submit an anonymous report