Complaint Grievance Policy
Florida Coastal University is continuously improving the learner experience and services. The University receives and responds to the learners’ concerns and complaints in a timely and constructive manner. A learner may use this approach if they believe that a choice or action that negatively affects them personally is unlawful, unfair, or creates unreasonable difficulties.
Only learners who are actively enrolled are covered by these complaint procedures. Complaints made verbally, anonymously, or on behalf of another learner will not be treated formally and in accordance with established processes. Learners may report complaints concerning:
a. A decision made by Florida Coastal University acting learners.
b. Learning procedures involving quality, grading and availability of supplies.
c. The quality, timing, and pertinence of services received by learners.
d. Wrongful conduct by a learner or staff member.
e. Denied didactic services as stipulated in the enrollment agreement.
f. Lack of appropriate notifications.
g. Violation of learner rights.
h. Others not enlisted which impacts the learner and may be deemed responsibility of Florida Coastal University.
Procedure
1. Academic complaints:
Learners must first communicate their concerns about their grades to the course professor, who must respond to the learner within five business days. If the professor is not able to resolve the learner’s complaint, the professor will submit the complaint to the Academic Dean, in writing. The Academic Dean must deliver an answer to the learner’s complaint within 10 days.
2. Administrative complaints:
The learner must fill the complaint form, including the learner’s contact information (phone number, email, and address), by directing an email to admin@floridacoastaluniversity.com attaching the complaint form. The complaint should describe the alleged act or condition in detail expressing how it aÂffects the learner. The designee of the unit from which the complaint originated will assess the complaint and answer the learner in writing in a period of 15 business days. This timeline may be extended if the situation requires so.
3. General complaints:
In case of complaints of other nature, learners should address them in writing by directing an email to the Academic Dean at academic@floridacoastaluniversity.com. The Academic Dean examines the information considering Florida Coastal University policies and regulations to define a course of action. The reply to the complaint is sent to the learner and recorded in the learner file. A learner complaint log is used to record the complaints
In case the Academic Dean is incapable of resolving the learner’s appeal, the Dean will refer it to the President. The President must oÂffer the learner an answer within 15 business days. If the President is not able to resolve the appeal, the President will refer it, in turn, to the Board of Directors. The Board of Directors must offÂer the learner an answer within 15 days which will be the final decision.
After exhausting all other avenues in the procedure, learners can submit their complaints/grievances to the Commission for Independent Education, as the last resource:
Commission for Independent Education
Florida Department of Education
325 West Gaines Street, Suite 1414
Tallahassee, Florida 32399-0400
Toll free telephone number: (888) 224-6684
Key principles in dealing with Learner Complaints
The key principles resolving Learner Complaints are based on principles of natural justice, as follows:
a. Florida Coastal University will act fairly and reasonably in all circumstances.
b. Florida Coastal University will follow its own procedures in all circumstances, except where reasonable amendments are necessary, provided they do not cause prejudice to the parties and continue to result in a fair process.
c. Decisions will be taken on the balance of probabilities.
d. Complainants will not super any disadvantage or recrimination as the result of making a complaint in good faith.
