Student Grievances Policy and Procedures

Student Grievances

Article 1 - Policy Statement

The University establishes a structured grievance framework to ensure:

1. Fairness in decision-making.
2. Protection of student rights.
3. Institutional accountability.
4. Consistency in administrative practices.
5. Protection from retaliation.
6. Promotion of respectful learning environment.

The grievance process supports institutional integrity and student well-being.

Article 2 - Purpose

This policy establishes:

1. A formal mechanism for resolving student complaints.
2. Transparent grievance procedures.
3. Institutional safeguards protecting students.
4. Independent review of complaints.
5. Continuous improvement of student services.

Article 3 - Scope

This policy applies to non-academic grievances, including:

1. Administrative decisions and procedures.
2. Student services and support functions.
3. Conduct of University employees.
4. Conduct of members of the University community.
5. Discrimination or harassment.
6. Bullying or intimidation.
7. Hostile or unsafe learning environment.
8. Misapplication of institutional policies.
9. Procedural irregularities.

This policy does not apply to:

1. Academic grading decisions.
2. Academic progression decisions.
3. Academic integrity violations.
4. Matters governed by Student Appeals Policy.
5. Matters governed by Student Disciplinary Policy.
6. Matters governed by specialized procedures unless procedural violations are alleged.

Article 4 - Definitions

Terms used in this policy shall have meanings defined in: AUM-PPM-GOV-1.20 Institutional Definitions and Glossary.

For purposes of this policy:

• Grievance means a formal written complaint submitted by a student alleging unfair treatment, policy misapplication, or procedural irregularity.
• Grievant means the student submitting the grievance.
• Respondent means the individual or unit against whom the grievance is filed.
• Student Grievance Committee means the institutional committee responsible for investigating grievances and issuing recommendations.
• Bullying means repeated or severe conduct that intimidates, humiliates, undermines, or creates a hostile learning environment.

Article 5 - Governance Structure

Grievance handling shall follow institutional authority hierarchy:

1. Relevant staff member or administrative unit.
2. Head of unit or Dean.
3. Deanship of Student Affairs.
4. Student Grievance Committee.
5. University President.
6. Council of Deans.
7. Council of Deans shall issue final institutional decision.
8. University President ensures implementation of decisions.
9. President Assistant(s) may support procedural coordination and monitoring.

Governance structure shall comply with:

AUM-PPM-GOV-1.06 Committee Governance.

AUM-PPM-GOV-1.13 Institutional Committees Structure Schedule.

Article 6 - Student Grievance Committee

A standing Student Grievance Committee shall be established by decision of the University President.

The Committee shall consist of no fewer than five members, including:

1. Chairperson.
2. At least two Faculty members from different academic units.
3. One representative from Deanship of Student Affairs.
4. One member with administrative, legal or compliance expertise.

Committee composition shall ensure:

1. Independence.
2. Impartiality.
3. Absence of conflict of interest.
4. Members with conflict of interest shall be recused and replaced.
5. Quorum shall be two-thirds of members.
6. Decisions shall be made by majority vote.
7. Chairperson shall have casting vote when required.

Article 7 - Institutional Safeguards

Grievance procedures shall ensure:

1. Due process.
2. Confidentiality.
3. Protection from retaliation.
4. Fair treatment.
5. Timely resolution.

Participation in grievance process shall not negatively affect student academic status.

Article 8 - Admissibility

A grievance shall be admissible when:

1. Submitted in writing.
2. Submitted within fifteen working days from incident or awareness.
3. Supported by sufficient factual information.
4. Within scope of this policy.

A grievance may be dismissed when:

1. Anonymous.
2. Malicious.
3. Misleading.
4. Previously resolved without new evidence.
5. Outside institutional jurisdiction.
6. Governed by another formal procedure.

Article 9 - Grievance Procedures

Stage 1 - Informal resolution

• Student encouraged seeking resolution with relevant unit.
• Timeline: within two (2) working days from the date of raising the concern.
• If not resolved within this period, the student may proceed to the formal grievance stage immediately after the date mentioned above.

Stage 2 - Formal submission and Preliminary Assessment

• Grievance submitted to Deanship of Students Affairs
• Acknowledgment sent to student.
• Student Affairs evaluates admissibility and a formal decision issued.
• Timeline: Two (2) working days from the date of submission.

Stage 3 - Investigation and Recommendations

The case shall be referred to the Student Grievance Committee to:

• Collect evidence.
• Review documentation.
• Interview relevant parties.
• Committee recommendation: written report with findings and recommendations submitted to University President
• Timeline: three (3) working days from the date of referral.

Stage 4 - Institutional decision

1. University President reviews recommendation.
2. Recommendation submitted to Council of Deans.
3. Council of Deans issues final decision within three (3) working days from the date of President' recommendation.

• Failure to meet timelines shall trigger escalation.
• Interim measures may be implemented where necessary.
• Interim measures shall not constitute final decision.

Article 10 - Decision Authority

• Student Grievance Committee provides recommendation.
• University President reviews recommendation.
• Council of Deans issues final binding decision.

Article 11-  Appeals

Appeal may be submitted within two (2) working days from the date of Council of Deans decision. Appeal must be based on:

1. New evidence.
2. Procedural irregularity.

• Appeal review shall exclude individuals involved in original decision.
• Council of Deans issues final decision within three (3) working days from the date of submission of the appeal.

Article 12 - Confidentiality

• All grievance information shall remain confidential.
• Access restricted to authorized personnel.
• Records retained minimum ten years.
• Records shall be auditable.

Article 13 - Roles and Responsibilities

Deanship of Student Affairs:

1. Grievance intake and registration.
2. Procedural guidance.
3. Record maintenance.
4. Student support.

Student Grievance Committee:

1. Independent investigation.
2. Evidence-based review.
3. Recommendation submission.

University President:

1. Oversight of process.
2. Review recommendations.
3. Submit decision to Council of Deans.

President Assistant(s):

1. Support coordination of grievance workflow.
2. Monitor compliance with timelines.
3. Support institutional reporting consistency.

Council of Deans:

1. Final decision authority.
2. Ensure fairness and consistency.

AQA:

1. Monitor effectiveness of grievance system.
2. Perform trend analysis.
3. Provide institutional reporting.
4. Recommend improvements.

AQA shall not participate in individual case decisions.

Article 14 - Key Performance Indicators

•  ≥ 90% cases resolved within defined timelines.
• Average resolution time ≤ 15 working days.
• Appeal rates ≤ 15%.
• 100% procedural compliance.
• 100% annual reporting completion.

Article 15 - Risk Management Integration

Grievances shall be classified as:

1. Operational risk.
2. Compliance risk.
3. Legal risk.
4. Reputational risk.

High risk cases escalated to University President.

Article 16 - Reporting

• Each grievance assigned unique reference number.
• Centralized institutional register maintained.
• Periodic reports submitted to President.
• Annual report submitted to Council of Deans.
• AQA integrates grievance data into institutional effectiveness reports.

Article 17 -Compliance

Policy aligns with:

• Jordanian higher education regulatory framework.
• Institutional governance requirements.
• Procedural fairness principles.