Online Student Complaint Resolution
Queens University Internal Complaint Process
Queens University of Charlotte is committed to providing an educational climate that is conducive to the personal and professional development of each individual. To ensure that commitment, the university has developed procedures for students to pursue grievances within the university community, should such action become necessary. A student who has an unresolved disagreement or dissatisfaction with a faculty or staff member, another student, a student group, or an administrator has the right to file a written complaint without prejudicing his or her status with the university.
A complaint involves a concern, problem or issue other than a disciplinary measure. (The appropriate response to a disciplinary measure which is deemed unfair or excessive, or dissatisfaction with a grade, or progression, probation, or dismissal from a program, is an appeal, not a complaint. Appeals are made through established university procedures.) Complaints may be academic or nonacademic.
An academic complaint may be brought by a student regarding the University's provision of education and academic services affecting his/her role as a student. Academic grievances can include but are not limited to the following types of allegations: discriminatory action toward students within the classroom by a faculty member, e.g., by singling out specific students for either preferential or adverse treatment; failure of a faculty member to follow university policies in the conduct of classes or examinations; or capricious or unreasonable arbitrary actions by a faculty member that adversely affects student performance. The student must have first attempted to resolve the issue by approaching the faculty member, and then the faculty member's dean, before filing a written complaint. A nonacademic complaint may be brought by a student regarding a disagreement or unresolved dissatisfaction with a faculty or staff member, another student, student group or administrator. Nonacademic grievances can include but are not limited to the following types of allegations: issues regarding sexual harassment, discrimination or an alleged infringement upon the rights or sensibilities of an individual by a university employee, student or student organization. The student must first have attempted to resolve the issue by approaching the person(s) involved, and then the appropriate dean or supervisor, before filing a written complaint.
Any student who believes that a University employee has discriminated against him/her due to a disability should file a grievance with the Manager of Student Disability Services within ten days from the date of the alleged incident. For the complete process and policy information see the Student Disability Services page on the Website.
For a full description of the student complaint process at Queens University of Charlotte, please view the procedures as stated in the Academic Catalog (page 23). Complaints may be submitted to:
Dr. Greg D. Pillar
Assistant Provost for University Programs
Federal regulations require us to provide prospective and current students with contact information for filing complaints with the appropriate agency in the state where the student resides. In the unlikely event that the issue is not resolved internally at Queens University of Charlotte, students enrolled in online programs may file complaints with other agencies.
Complaint Process through the Consumer Protection Division of the North Carolina Department of Justice
If internal processes to a complaint or grievance fails to reach a satisfying resolution, students may continue the grievance process through the Consumer Protection Division of the North Carolina Department of Justice.
To file a complaint with the Consumer Protection Division of the North Carolina Department of Justice, please visit the State Attorney General’s website at www.ncdoj.gov/complaint.
North Carolina residents may call 877-566-7226. Outside of North Carolina, please call 919-716-6000. En Español 919-716-0058.
If you choose to mail a complaint, please use the following address:
Consumer Protection Division
Attorney General’s Office
Mail Service Center 9001
Raleigh, NC 27699-9001
Complaint Process through SARA-NC
Queens University is a member of the State Authorization Reciprocity Agreement - North
Carolina (SARA-NC), which is the portal for the North Carolina State Education Assistance
Authority. Students may also file a grievance through SARA-NC complaints unit. Students
should follow the SARA-NC Complaint Process and use the SARA-NC Complaint Form.
Please note: SARA-NC does not resolve complaints about student grades and student conduct violation. These complaints fall under the jurisdiction of institutional policy.
North Caroline State Education Assistance Authority
c/o SARA North Carolina
P.O. Box 14103
Research Triangle Park, NC 27709
Toll free: 855-727-2162)
Email for complaints: firstname.lastname@example.org
Email for all other inquiries: email@example.com
Complaint Process through SACSCOC
Students whose complaint remains unresolved through the internal process at Queens University, also have the right to contact Queens University of Charlotte’s accreditor: The Southern Association of Colleges and Schools Commission on Colleges (SACSCOC). Learn more about the SACSCOC complaint procedure.
1866 Southern Lane
Decatur, GA 30033
Complaint Process for Out-of-State Students
If you live outside of North Carolina in a state currently participating in the State Authorization Reciprocity Agreement (NC-SARA) and you are unable to resolve a complaint with Queens or feel that not all issues were resolved with the final disposition, you may file a complaint with your home state. View contact information for each State Authorization Agency per state.
To see if your home state is a NC-SARA participant, please review the state map. If a student desires to contact the state portal entity for their home state, contact information for each state authorization liaison in a SARA approved state can be located on the NC-SARA website.
Queens University of Charlotte is approved by North Carolina to participate in the National Council for State Authorization Reciprocity Agreements. NC-SARA is a voluntary, regional approach to state oversight of postsecondary distance education.