Grievance and Complaint Procedures

Students may go to the administrative office to address simple suggestions or complaints. The Chief Academic Officer or Administrative Manager will meet with the student to take steps toward resolution, beginning with informal discussions. An effort will be made to resolve the complaint or grievance.

Suppose the student wishes it to be recognized as such. In that case, the student is required to submit a written “Student Complaint/Grievance Form” with a clear, concise, signed, and dated statement of events from the student’s perspective to the office of the appropriate director: CAO or Administrative Manager. The statement should provide enough information to present a complete understanding of the situation and specify the University policy violated and all relevant factual details.

  • The CAO/Administrative Manager has 14 calendar days to review the case, during which he or she may seek additional information from the parties involved or witnesses. If the allegations would not constitute a policy violation, then the CAO/Administrative Manager should inform the grievant in writing that the allegations are not subject to further investigation. The investigation may include meeting with the parties, talking with witnesses, and reviewing any supporting documents. A grievance may elect to withdraw a formal complaint at any time; however, Pacific American Global University reserves the right to investigate all complaints to protect the University’s interests and its community.
  • Within a reasonable time, the CAO/Administrative Manager shall decide based on the formal complaint, response, and other relevant information. This decision shall be in writing and shall consist of factual findings, conclusions, and a remedy if one is appropriate. All parties shall receive a copy of the decision.
  • Any party may submit a written request for an appeal of the decision to the President or Vice President within 14 calendar days from receipt of the decision. The request for appeal must specifically set forth all grounds for appeal. The non-appealing party must be given the opportunity to respond in writing to the request for appeal. Within a reasonable time, the President or Vice President shall make a decision based on the complaint, response, decision, request for appeal, any response to the appeal, and any meeting the President or Vice President held in regard to the appeal. The decision of the President or Vice President shall be final. All parties shall receive a copy of the President or Vice President’s decision.
  • Students can file a complaint about the institution to the accreditation agency at any time, independently of the institutional grievance process, by contacting them at the address:
    Transnational Association of Christian Colleges and Schools (TRACS)
    15935 Forest Road, Forest, Virginia 24551
    Phone: (804) 525-9539 | Fax: (804) 525-9538
  • Students can file a complaint about the institution to the Bureau at any time, independently of the institutional grievance process, by contacting them at the address:
    Bureau for Private Postsecondary Education (BPPE)
    1747 North Market, Suite 225, Sacramento, CA 95834
    Phone: (916) 574-8900 | Fax: (916) 263-1897
    https://www.bppe.ca.gov/enforcement/complaint.shtml

All written decisions made and materials produced in a grievance conducted under this procedure shall be retained by the University for five years from the date that the final decision was issued.