Grievance Procedure

(This procedure does not apply to appeals of grades.)

Internal Process

A grievance is a serious complaint that demonstrates that the student has been or is being adversely affected by: 1) inappropriate interpretation of University policies; or 2) inappropriate response, lack of response, or decision by any person with administrative control and responsibility.

A grievance is directed toward the University, not a specific person, and should be in writing per the grievance procedure published in the university catalog. Student grievances are typically items such as administrative issues, financial issues, technical issues, faculty performance, program content, program effectiveness/expectations, or library services that were not able to be resolved in an informal manner.

If a student has a grievance with Trident regarding University procedures, decisions, or judgements, the student has a right to seek a satisfactory resolution through the formal avenues of the University Grievance procedure:

Step 1: Notification.
When a student has a concern, the student should first discuss and/or attempt to resolve any grievance with the faculty member, staff member(s), or other appropriate administrator. If a mutually satisfactory outcome cannot be negotiated between the student and other party, the student may escalate the matter to the Office of the Ombudsman.

If a student has a grievance with Trident regarding University procedures, decisions, or judgements, the student has a right to seek a satisfactory resolution through the formal avenues of the University Grievance procedure:

Step 2: Written Submission.
If the Office of the Ombudsman is unable to resolve the grievance, the student may submit their grievance in writing, via the Grievance Form, to department leadership through the Office of the Ombudsman or the student portal. Department leadership will review the Grievance Form and determine a resolution. If these steps do not yield a satisfactory resolution, students may file a written appeal with the Grievance Appeals Board through the Office of the Ombudsman.

If a student has a grievance with Trident regarding University procedures, decisions, or judgements, the student has a right to seek a satisfactory resolution through the formal avenues of the University Grievance procedure:

Step 3: Appeal.
If the student chooses to appeal the decision of the Department, the student must submit his/her request to appeal the decision to the Office of the Ombudsman. The Ombudsman will convene the Grievance Appeals Board to review the appeal and render a decision. The student will receive notification of the Grievance Appeal Board’s decision via the Office of the Ombudsman.

The Grievance Appeals Board decision is final and non-appealable.

A student should refer to the “Agreement to Submit to Trident's Grievance Procedure" section of their Enrollment Agreement and Disclosure document for important terms and conditions regarding this Grievance Procedure and other rights.

Office of the Ombudsman

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. If problems occur, an Ombudsman staff member initiates a resolution of such problems and guides students through the University’s Grievance Procedure. Students may contact the Office of the Ombudsman at Ombudsman@trident.edu. The Ombudsman for Trident is Brandie Riegle.

Complaints to External Agencies

If students are unable to resolve their concerns through the internal Grievance Procedure, 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 a 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

State of Arizona: 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 1740 West Adams Street, Suite 3008, Phoenix, AZ 85007, phone# 602-542-5709, https://ppse.az.gov/student-complaint-procedure.

Arizona SARA Complaint Process: Trident is a member of the American InterContinental University System, which is approved by NC-SARA 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 the University’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; https://www.hlcommission.org/Student-Resources/complaints.html

Military

Students who receive military tuition assistance or veterans benefits may submit complaints to the Postsecondary Education Complaint System, the VA hot line or the GI Bill^® School Feedback Tool | Veterans Affairs (va.gov).