Academic Grievance / Complaint Procedure
Any student who feels they have a grievance with faculty regarding an academic matter, including dissatisfaction with grades or grading procedures, should contact the faculty member within 10 business days after the grade in question is made available. If such a meeting results in a mutually acceptable solution, then the matter shall be considered closed. If either party wishes to have a written statement of the outcome, the parties should put the solution in writing, sign it and each retain a copy.
If the academic grievance is unresolved or the complaint is of a non-academic nature, the student may proceed with the following steps:
- The student must initiate the grievance and/or complaint procedure by submitting a formal written statement within 10 business days utilizing the Academic Grievance and Complaint Form. The written statement must specify the nature of the complaint and the remedy desired. The Director of Student Services will oversee the resolution of the matter within 14 days from submission of the written complaint.
- The written complaint will be reviewed by the Program Chair, Assistant Director of Online Faculty Relations, and Assistant Director of Online Learning and Quality Assurance.
- Once a decision is reached, the student will be notified in writing via email from the Director of Student Services.
- The student may appeal the decision, in writing, to the Vice President of the Rabb School within 14 business days of the decision. The appeal should specify why the proposed solution is not acceptable. The Vice President’s decision is final.
Massachusetts Residents and Online Students in Non-SARA Member States and Territories
Students must attempt to resolve the issue at the institutional level. If the matter is not resolved at the institution level, students may seek to file a formal complaint with the Massachusetts Attorney General’s Office (AGO) by using the consumer complaint form. The AGO consumer complaint form should be used by students who are located in:
- Massachusetts
- Non-SARA member states or territories (e.g., California, Guam, etc.)
California and Guam residents may also file complaints with their home state or territory by using the following links:
Online Students Located in SARA Member States and Territories
Students residing outside of Massachusetts who are enrolled in distance education courses under the State Authorization Reciprocity Agreement (SARA) must first attempt to resolve the issue at the institutional level. Brandeis agrees that mandatory arbitration agreements do not apply to complaints or disputes arising under SARA policies. If the matter is not resolved at the institutional level, such students retain the right to pursue unresolved complaints through the MA-SARA State Portal Entity.
If you are unsure of which process to pursue, please contact Harry Skoyles, Director of Student Services.