Complaint Resolution for Online Students

The University of New Haven has established grievance procedures in place to resolve student complaints. Students enrolled in online courses and programs are advised to address complaints by following the complaint procedures outlined in the student handbook. If students are unsure how to proceed or who to contact, please email the Online Ombuds Staff at onlinestudentombuds@newhaven.edu or call (203) 932-7130 and a member of the staff will forward the complaint to the appropriate University administrative authority.

If an online student has exhausted all University-based complaint or grievance procedures, and the complaint has not been resolved, you may choose to contact the State of CT Department of Higher Education office. Please note that issues regarding student life, such as discipline, grading, etc., fall solely within the purview of the institution and are not generally investigated by NC-SARA or the relevant state agency. All documentation for the review related to the complaint must be provided by the student as part of the filing.

The Connecticut Office of Higher Education (OHE), as the designated portal agency under SARA, is the agency that handles complaints about the University of New Haven and has the ability to act on those complaints from students enrolled in online programs residing in SARA-member states. Students who live in an NC-SARA state may also contact their respective state portal entity with questions or concerns about the complaint process; however, the final resolution of complaints will be through the OHE, the student’s home state portal agency may also work with the OHE to resolve the complaint.

**Note for students located in or residents of the state of California**
The University of New Haven is in compliance with California regulations concerning postsecondary distance education. As an out-of-state private institution, the University of New Haven is not under the purview of the California Bureau of Private Postsecondary Education, thus Bureau approval for the University of New Haven to offer its programs to residents of California is not required. If you are a resident of California, or located in California, you can also contact the Bureau for Private Postsecondary Education if you wish to file a complaint.

Students may also file a complaint with the University of New Haven's accrediting agency, New England Commission of Higher Education (NECHE) by following the NECHE's policy and procedures.

Student Complaint Procedures

  • Academic/Faculty Grievances

    The procedure for investigating formal grievances against faculty members is governed by the General Grievance Committee, empowered by the Faculty Constitution. This committee is accessible to all students at the University of New Haven, and its policies apply to all instructors at the University. Its jurisdiction extends to all grievances involving faculty except for allegations of racial/sexual harassment (a separate committee addresses those issues) and cases handled by the student discipline system.

  • Administrative Departments

    For students who have a concern or complaint regarding administrative issues. Individual offices and non-academic programs have developed grievance procedures for their respective office or program.

  • Financial Disputes

    Questions or concerns regarding students' tuition and fees or financial aid can be resolved/managed/handled/determined by contacting the One Stop Student Financial and Registrar Services Office.

  • Students with Disabilities

    The purpose of these procedures is to provide the process for addressing student disability discrimination grievances at the level where they occur and in a timely manner. They are means to help students understand methods available to them in the event a problem should arise regarding issues relating to the ADAAA or Section 504 and to ensure that all complaints of discrimination based on disability are thoroughly and fairly investigated. To review information on how to file an incident report and the procedures used to resolve a compliant, please visit: https://www.newhaven.edu/student-life/diversity-inclusion/accessibility-resources-center/accessibility-grievance-policy-procedures.php.

  • Sexual Harassment/Discrimination

    The University of New Haven is a community committed to providing an environment that promotes excellence, responsibility, respect, understanding, integrity, and service. The University adheres to the philosophy that all community members should enjoy an environment free of any form of harassment, sexual misconduct, discrimination, or relationship violence. For sexual harassment policy and reporting procedures, please visit: https://www.newhaven.edu/about/title-ix.php.

Grievances Against Faculty Members

The procedure for investigating formal grievances against faculty members is governed by the General Grievance Committee, empowered by the Faculty Constitution.

This committee is accessible to all students at the University of New Haven, and its policies apply to all instructors at the University. Its jurisdiction extends to all grievances involving faculty except for allegations of racial/sexual harassment (a separate committee addresses those issues) and cases handled by the student discipline system.

A student who wishes to initiate a grievance against an instructor can obtain a copy of the complete statement of the Committee's Policies and Procedures, as well as the form required to document the grievance, from the offices of the Dean of Students, the Faculty Senate, the Provost, or from the Committee Chair. There is a limit of one year between the time the grievous event happens and the time the student must first contact the Grievance Committee.

How to Pursue a Grievance

Student grievances against an instructor demand a sincere effort towards resolution, from both the student and the instructor, before they reach the committee. The student should first speak with the instructor regarding the complaint. If the issue is not resolved, consult with the chair of the department which employs the instructor. Normally, complaints can be resolved at this level. If the issue is not resolved, consult with the dean of the school which employs the instructor and then the Office of the Provost. The form used to initiate a grievance against a faculty member provides space for each of these individuals to document what was accomplished at each of those levels. This important information allows the committee to fully understand the student's complaint and to decide how to resolve the complaint effectively.

Interacting with the Grievance Committee

In those instances where the instructor's superiors cannot resolve the complaint, the grievance is forwarded to the Grievance Committee. The committee follows a formal procedure for gathering evidence and scheduling hearings as necessary. Both the instructor and the student have special rights and obligations during this process, so it is important to obtain a copy of the statement of Policies and Procedures. All the committee's actions are kept confidential. The conclusions of the committee are binding and are reported to the Provost for implementation.