/Institutions/Palo-Alto-University/json/2024-2025/Student-Handbook-local.json

/Institutions/Palo-Alto-University/json/2024-2025/Student-Handbook.json

Institutional Grievances and Appeals

Procedures for Initiating Grievances

Except for specific matters for which a designated procedure for issue resolution is otherwise provided in University policy (e.g., harassment complaint procedures), students may submit a written grievance against action or inaction by the University (staff or faculty), which the student believes violates University policy. All such grievances must be presented in writing, including email, and addressed to the Department of Student Success within 30 days of their occurrence.

Informal Procedure

The grievant should first discuss the complaint with his or her academic advisor, or other appropriate campus officer, who will attempt to resolve the complaint informally. If the circumstances of the complaint prevent such informal resolution, or it is not resolved informally, the grievant should file a written complaint to PAU’s Department of Student Success. Upon receipt of the complaint, the Department of Student Success will forward a copy of the complaint to the relevant Program Director, in the case of a faculty grievance, to the faculty member. In the case of a staff member, a copy of the complaint will be forwarded to the corresponding Supervisor and the staff member. In both cases, the individual against whom or related to whose action or decision the complaint is made will receive a copy of the complaint and the grievant will be advised that an investigation and discussion will begin within a reasonable amount of time of receipt of the complaint, except where additional time is required for investigative purposes. If additional time is needed, the grievant will be notified within a reasonable amount of time.

Formal Procedure

All grievances are reviewed and investigated by a representative in the Department of Student Success. Where the grievance affects a PAU faculty member, applicable information is also reviewed by the program head. Depending upon the nature of the grievance, PAU faculty, staff, and/or administrators are consulted and contribute to a final decision. A final decision letter will be emailed to the grievant by a representative in the Department of Student Success.

Appeals

If the grievant disagrees with the decision from a representative in the Department of Student Success, he/she/they has/have the right to appeal the outcome within ten (10) business days of receiving written notification.

Appeal Requests must be submitted to the Provost using the PAU Student Appeal Form, and must identify the grounds on which the appeal is based. Appeal Requests that do not identify and/or meet acceptable grounds for appeal will be denied. Within a reasonable amount of time upon receipt of the Appeal Request, the Provost will notify the student of one of the following:

• The appeal request has been denied because the student did not identify the grounds for the appeal;
• The appeal request has been accepted and a hearing with the Institutional Appeals Committee will be scheduled within a reasonable amount of time considering the number of individuals involved in the case.

Arbitration

If the grievant disagrees with the decision of the Provost and wishes to challenge that decision, he or she must submit the issue to binding arbitration under the Rules of the American Arbitration Association. The costs of the arbitrator’s fees or any administrative fee imposed by the American Arbitration Association shall be divided equally by the grievant and the University. The arbitration process under this Institutional Appeal Procedure is the exclusive method of external review and is final and binding on both Palo Alto University and the grievant. The arbitrator’s award shall be final, binding and conclusive upon the parties and may be entered in any state or federal court having jurisdiction.

In the event a student believes they have been unfairly treated by Palo Alto University they should follow the PAU grievance procedures. In the event a student feels it cannot be resolved by the methods outlined in the University’s publications and Web site, the student has the right to contact the accrediting organizations and related governmental agencies.

An individual may contact the Bureau for Private Postsecondary Education for review of a complaint. The bureau may be contacted at:

2535 Capitol Oaks Drive STE 400

Sacramento, CA 95833

Phone: 916-431-6924

FAX: 916-263-1897

Website: http://www.bppe.ca.gov