Title: 02.07.000-Student Grievance and Appeals

Policy Number: 02.07.000

Policy Title: Student Grievance and Appeals

Status: Active

Policy:

Students wishing to file an appeal, a formal complaint, or a formal grievance after attempting to resolve the issue through Student Support channels may do so by completing the Online Complaint Form at: https://axoneducation.com/student-complaint-form.

Formal grievances are accepted after a student has made a good faith attempt to work through normal support channels to resolve issues which include administration, finances, technology, faculty performance, grading, program content, program effectiveness/expectations, library services, or career or placement services. If the complaint involves a particular faculty member or administrator, the Teaching Team will be responsible for ensuring that the faculty member or administrator has sufficient opportunity to provide a response to the complaint.

Students may seek assistance regarding any issue, including administrative and academic issues, by contacting Student Support by phone at (325) 218-4444, by SMS text at 1-325-218-4444, or by email at support@axoneducation.com.
Student Support will involve the appropriate personnel to address requests or inquiries including but not limited to the institution’s Teaching Team. Issues not resolved to the student’s satisfaction are escalated to the Teaching Team who may then escalate the request/inquiry to any administrative officer. The Teaching Team will document case-resolution in Teaching Team Minutes, the Zoho Desk system, the institution Student Information System (CRM) or other appropriate methods.

Procedure:

The Teaching Team will act as a clearinghouse for all formal grievances and assign them to the appropriate institutional personnel for review. In all cases, the Teaching Team will notify the president of pending grievances. In all cases, a ticket will be created in Zoho Desk which will ensure permanent retention of the record. The Teaching team will attempt to contact the student within five business days of receiving the formal grievance and will attempt to address all pending formal grievances within ten business days. The Teaching Team will be responsible for assigning any follow-up action, as necessary, including enforcement action based on results of its review. The Teaching Team will include documentation of formal grievances in its routine meeting minutes.

Notices:

The following or similar notices will be made available to students in various publications:

Student Grievances:

On rare occasions, you may find that you are unable to work through an issue with an instructor or with specific staff, or you may feel that you have a significant issue that needs to be resolved by escalating your request. In every case, we encourage you to work through your instructor and Student Support Services personnel to resolve your issue, but if you feel that you have exhausted your options and need for your request or complaint to be escalated you may do so by completing an Online Complaint Form (preferred method) at:https://axoneducation.com/student-complaint-form or in writing by email to support@axoneducation.com, or delivered to 473 Cypress Street, STE 110, Abilene, TX 79601.

Students with unresolved grievances may contact:

The Texas Department of State Health Services
PO Box 149347
Austin, TX 78714-9347
(512)-834-6765
https://www.dshs.texas.gov/emstraumasystems/contact.shtm