Grievance Procedure
Internal Process
As most issues are resolved through our University’s Internal Grievance process, students who wish to process a grievance or perceive that their rights may have been denied may seek assistance through the Ombudsman’s Office. The Ombudsman staff is responsible for answering student inquiries and serving as a liaison between the student and the University departments where communication has broken down or is not yielding resolution. The Ombudsman staff provides students with information about University policies, regulations, and procedures. If problems occur, an Ombudsman staff member initiates a resolution of such problems and guides students through the University’s Grievance Procedure.
Many issues can be resolved through discussion with the appropriate instructor or staff member, and students are encouraged to make contact at the first indication of a problem or concern. If this fails to yield adequate resolution, students may submit their complaints verbally or in writing to the appropriate departmental supervisor. In the event that these steps do not yield a satisfactory resolution, students may file a written appeal with the AIU System Appeals Board through the Ombudsman’s Office.
You can reach the Office of the Ombudsman by email at ombudsman@aiuniv.edu or by phone at (847) 586-4056. The AIU Ombudsman is Brandie Riegle. A student should refer to the “Agreement to Submit to AIU's Grievance Procedure" section of the Policies and Disclosures section of their Enrollment Agreement for important terms and conditions regarding this Grievance Procedure and other rights.
Complaints to External Agencies
If students are unable to resolve their concerns through the internal grievance process, they may also pursue the grievance through the external regulators listed below. Although students are encouraged to begin the process with the Ombudsman, there is nothing which prevents the student from submitting a complaint to these agencies before submitting the concern through the University’s grievance procedure. Be advised, however, that certain agencies may require this as part of their process.
State Regulatory Agencies
AIU Atlanta campus students may contact the Georgia Nonpublic Postsecondary Education Commission, 2082 East Exchange Place, Suite 220, Tucker, GA 30084-5305; 770-414-3300; http://https//gnpec.georgia.gov/student-resources/complaints-against-institution
AIU Houston campus students may contact the Texas Higher Education Coordinating Board, Office of General Counsel, P.O. Box 12788, Austin, TX 78711-2788 or via email at studentcomplaints@highered.texas.gov. THECB student complaint information is codified under 19 TAC §§1.110-1.120. An overview of the complaint procedure, how to submit a complaint, and the complaint form can be found here.
AIU students enrolled online only: If the complaint cannot be resolved after exhausting the institution’s grievance procedure, the student may file a complaint with the Arizona State Board for Private Postsecondary Education at 1740 West Adams Street, Suite 3008, Phoenix, AZ 85007; 602-542-5709, http://https//ppse.az.gov/student-complaint-procedure.
Arizona SARA Complaint Process: AIU is a member of the American InterContinental University System, which has been approved to participate in the National Council for State Authorization Reciprocity Agreements through the Arizona SARA Council ("AZ SARA"). AZ SARA has jurisdiction over Arizona SARA-approved institutions in relation to non-instructional complaints. Instructional complaints, such as grade grievances, and those related to student conduct are not reviewed by AZ SARA and should not be submitted for review. Distance education students who reside in SARA states (currently all but California) may file a complaint with AZ SARA only after the student has first utilized AIU’s grievance process and the Arizona State Board for Private Postsecondary Education’s complaint process. Eligible complaints may be submitted to AZ-SARA at https://azsara.arizona.edu/complaints.
Accrediting Agency
Complaints may be filed with the Higher Learning Commission, 230 South LaSalle Street, Suite 7-500; Chicago, IL 60604; http://https//www.hlcommission.org/Student-Resources/complaints.html.