Grievance/Complaint Policy

Before You Begin

• Confirm whether your situation is a Grievance (a policy or procedure that you believe the university failed to follow) or a Complaint (a complaint about a decision or action taken by a professor or staff member, such as grades, exams, or mistreatment).
• If your question is about a grade, follow the Grade Appeal process instead of this one.
• Gather all documentation or evidence supporting your grievance or complaint.

How It Works

MUST University guarantees every student the right to due process, with proper notice and the opportunity to be heard. A student may file a Grievance or a Complaint about any aspect of their educational experience, including the misapplication of university policies, rules, or procedures, or unfair treatment, such as coercion, retaliation, or intimidation by a professor or other staff member.

Matters that can be pursued through this process include disciplinary action for violations of student conduct rules, scholarships or financial policies (including SAP), admissions decisions, tuition and fees, educational policies and procedures, and mistreatment or abusive behavior.

The process has up to 5 escalation steps, each with a 10-business-day response deadline. The first two steps are the same for both a Grievance and a Complaint; starting with the third step, the matter goes to the Vice President of Academic Affairs (if academic in nature) or to the corresponding Vice President (if not academic in nature). At the final step, the path differs depending on the type: a Grievance goes to the Grievance Committee; a Complaint goes directly to the President of the university.

The Grievance Committee is made up of 2 faculty members, 2 staff members, and 1 student, all unbiased participants, with the Vice President of Academic Affairs serving only as a facilitator, without a vote. The Committee reviews the evidence, may ask additional questions, reviews the catalog and handbook policies, and issues a decision that becomes final for both the administration and the student.

If the student is not satisfied with the outcome of the university's process, they may contact the Florida Commission for Independent Education.

Step by Step

1. Try to resolve the matter directly with the person involved (another student, a professor, or a staff member) through a respectful conversation, as soon as possible.
2. If it is not resolved, submit a written grievance or complaint, with all relevant evidence, to the Program Director or the responsible Coordinator (or to the relevant Department Director, for non-academic matters). You will receive a written response within 10 business days.
3. If it is still not resolved, submit the matter in writing to the Director of Academic Affairs (for academic matters) or to the relevant Department Director, such as the Director of Finance or the Director of Student Services (for non-academic matters). The written response also has a 10-business-day deadline.
4. If it is still not resolved, submit the matter in writing to the Vice President of Academic Affairs (academic matters) or to the corresponding Vice President (non-academic matters), who also has 10 business days to respond in writing.
5. If it is still not resolved, proceed according to the type of your matter: a Grievance must be submitted in writing to grievance@mustedu.com, with evidence, for review by the Grievance Committee; a Complaint must be submitted in writing to the President of the university, with all supporting documentation. In both cases, a response is given within 10 business days after the complete request is received.

Deadlines and Rules

• Each step of the process has a 10-business-day response deadline, counted from the receipt of the complete request.
• Questions about grades follow the Grade Appeal process, not this one.
• The Grievance Committee's decision (for a Grievance) is final for both the administration and the student who filed the request.

Frequently Asked Questions

What is the difference between a Grievance and a Complaint?

A Grievance is a complaint that the university failed to follow a policy or procedure you believe it should have followed. A Complaint is about a decision or action taken by a staff member or professor at the university, such as grades, exams, or mistreatment.

My question is about a grade. Should I use this process?

No. Questions about grades follow the specific Grade Appeal process.

What matters can I raise through this process?

Disciplinary action for violations of conduct rules, scholarships or financial policies (including SAP), admissions decisions, tuition and fees, educational policies and procedures, and mistreatment or abusive behavior.

Who is on the Grievance Committee?

2 faculty members, 2 staff members, and 1 student, all unbiased participants. The Vice President of Academic Affairs acts only as the hearing's facilitator, without a vote.

What happens if I am not satisfied with the university's response?

You may contact the Florida Commission for Independent Education.

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