Student Grievance and Complaint Policy
About Our Student Grievance and Complaint Policy
NeuAge Institute (NAI) is committed to providing its students with exceptional teaching, learning, and support services. To ensure continuous enhancement of the student experience, NAI has established avenues for addressing concerns promptly and effectively.
The purpose of this policy and procedure is to delineate the framework for receiving, evaluating, and addressing student complaints in situations where specific policies and procedures are not in place. Our objective is to uphold the principles of fairness and responsiveness, as evidenced by our consistently high student satisfaction ratings.
NAI regards complaints with utmost seriousness and is dedicated to fostering an environment conducive to optimal student welfare. Central to this commitment is the promotion of an environment where students feel empowered to voice any issues, suggestions, or questions, with the assurance of timely responses from NAI faculty and management. NAI is committed to ensuring equitable and respectful treatment among all members of its community, encouraging constructive feedback from students.
First Point of Contact
Clarification of Academic Policies
The Office of Academic Honesty reviews student petitions seeking clarification of academic policies tailored to their unique circumstances. It’s important to understand that as an institution seeking accreditation, we are obligated to apply our institutional rules consistently and impartially, subject to annual audits of our records. When we request documentation for consideration by the Office of Academic Honesty, it’s not to cause inconvenience but rather to assist you and uphold our ongoing compliance.
All Feedback
Policy Against Retaliation
NAI upholds its commitment to integrity and excellence and ensures that students can report issues or violations of applicable state or federal laws, rules, or regulations without fear of retaliation. Therefore, NAI encourages students to promptly report any identified issues or evidence of violations so that appropriate action can be taken to address them. Students who file reports in good faith can do so without fear of reprisal and will still be subject to all applicable NAI policies, procedures, and rules, without discrimination.
Any employee found to have retaliated against a student for filing a report in good faith will face disciplinary action. If a student believes they have experienced retaliation, they should file a formal complaint with the Dean or Program Advisor by completing the NAI Student Complaint Form.
Informal Problem Resolution
Students are encouraged to resolve most problems and concerns informally through established policies and student support services at NAI.
Students are encouraged to address any concerns immediately; please do not let a minor problem develop into a major one. Should you have any problems or concerns, we encourage you to discuss them promptly with the staff member directly involved. Should the resolution to your issue require further involvement, the staff member will arrange a meeting with the appropriate personnel, up to and including the NAI Dean and President as part of the NAI formal complaint procedure.
The following individuals and/or departments will handle all student concerns with respect and attentiveness, striving to resolve issues promptly:
- First point of contact: Your assigned Program Advisor or onlinelearning@neuageinstitute.com
- Academic concerns including issues with grades: Your assigned Program Advisor (varies by program) or the Office of Academic Honesty
- Requests for clarification of application of academic policies: onlinelearning@neuageinstitute.com to be forwarded to the Office of Academic Honesty
- Financial Aid assistance: Office of the Registrar – info@neuageinstitute.com
- Technology Support: Administration at onlinelearning@neuageinstitute.com
Filing a Grievance or Complaint
If the problem remains unresolved to the student’s satisfaction after completing the Informal Problem Resolution procedure above, and the student feels the issue rises to the level of a formal complaint, they may file a formal written complaint using the NAI Student Complaint Form (available on our website and via the Learning Management System). If access to the portal is unavailable, students can request the form through email from an NAI representative.
To file a complaint with NAI, students should submit the NAI Student Complaint Form, preferably via email, within 15 days of the incident. The form and any supporting documents should be directed to the appropriate channels as specified in the NAI Student Grievance and Complaint Policy Guidelines.
The designated NAI staff member, typically the Program Advisor, known as the respondent, will meet with the student within seven (7) working days of receiving the complaint. If a satisfactory resolution is reached during the meeting, a resolution plan is implemented, and the respondent ensures its effectiveness through follow-up.
Upon resolution, the respondent and the student will sign the declaration on the NAI Complaint Resolution Form documenting the outcome. The original form is given to the student, and a copy is filed in the student’s academic record.Formal Written Complaint Procedure
Once a student attempts to resolve a complaint by submitting a Student Complaint Form and/or in conjunction with the resolution of a complaint through another channel such as phone or email, and the student maintains the complaint as unresolved, the student is allowed to appeal the outcome. Appeals must be submitted within seven (7) calendar days of receiving the outcome. The appeal must be in writing using the NAI Complaint Resolution Review Form (available via the Learning Management System and website) and documentation related to the complaint and attempts to resolve it must be attached. The form must include a detailed description of the student’s attempt to resolve the complaint, the steps taken, and the desired outcome.
If a complaint concerns a faculty member or administrator, a review will not be complete until the faculty member or administrator in question has sufficient opportunity to provide a response to the complaint. If necessary, follow-up action, including enforcement action, will be taken based on the results of the review.
The NAI Administration and Dean form a Student Complaint Committee and may include other faculty members when necessary. The committee meets with the student within two (2) working days to discuss resolution options.
Within five (5) days of concluding the investigation, the Committee completes and signs NAI Complaint Resolution Review Form, providing a written report summarizing findings and the complaint resolution decision, including the rationale.
The student receives the original signed copy of the form. A copy is retained in the student’s academic file.
The maximum allowable time between the complaint date and final decision is 30 days. Student complaints must be closed within this timeframe.
External Complaints to Sate Agencies
Students may contact the State Agency that NAI has been accredited by:
New Jersey Department of Labor & Workforce Development
Postsecondary Career School Unit – Training Evaluation Unit
Email: TrainingEvaluationUnit@dol.nj.gov
Phone: (609) 292-4287
Website (Complaint Form):
https://www.nj.gov/highereducation/licensure/file-complaints.shtml
