Complaint and Grievances Policy

NWU encourages students to first seek informal resolution by addressing concerns directly with the involved faculty or staff member. If the issue remains unresolved, students may submit a formal written complaint to the Chief Operating Officer (COO) via their institutional email account. Students may also request a Zoom meeting with the COO to discuss the matter.

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Formal complaints must include a clear description of the issue, supporting facts, the desired resolution, and any relevant documentation. Upon receipt, the COO acknowledges the complaint within one business day and assigns it to the appropriate university official based on the subject matter. The Academic Affairs Manager handles complaints related to academic policies, the Academic Dean addresses issues involving faculty conduct, and the COO manages technology-related or administrative complaints.

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The assigned official will issue a formal response within five (5) business days, outlining the findings, conclusions, and any corrective action. If more time is needed, the student will be informed of the revised timeline. All formal complaints and actions taken will be documented.

This policy is published in the Enrollment Agreement, on the NWU website, and in student-facing communications and advising materials. Complaints may be submitted through any internet-connected device using the student's NWU email.

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External Grievances and Complaint Procedures

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• Students may file a complaint with the Bureau for Private Postsecondary Education (BPPE) California Department of Consumer Affairs if they believe an institution has violated the laws and/or regulations governing the institution’s operation, including unlicensed activity. If you have questions or need assistance with filing a complaint please send a message or call (888) 370-7589, press 3 when prompted. Students may file a complaint by using the Bureau’s online complaint submission link (https://connect.bppe.ca.gov/#/submitcomplaint) or by downloading the complaint form (https://www.bppe.ca.gov/enforcement/complaint.shtml) and mailing it to this address: 
  Bureau for Private Postsecondary Education
  P.O. Box 980818
  West Sacramento, CA 95798-0818