Complaint Procedures

Students enrolled in online courses and programs are able to follow the same procedure as on-campus students if a grievance with the University arises. The actual procedure will depend on the nature of the complaint, and must be submitted online via the student’s university email as described below.

General Student Information

Students should consult the Office of Student Affairs for general information regarding student issues, academic concerns, records, and filing complaints. Complaints should be sent in writing to deanofstudents@csu.edu.

Harassment/Discrimination

Students that believe they have been subject to discrimination or harassment, including sexual harassment, should contact the Equal Employment Opportunity. To file a complaint or make a report, contact: Title IX Officer, 773-995-2547.

Grade Issues

Students with concerns regarding faculty, staff, grades, advising, and other academic related issues should follow the appropriate department grievance procedure within each College. Typically students will be referred to:

  • Their instructor. If a student is dissatisfied with the results of that discussion, students should then contact:
    • The appropriate department chair.
    • If still dissatisfied, the student would be referred to a Student Relations Committee/College Grievance Committee.
    • If still dissatisfied, students may wish to contact their dean.

Students may not approach other offices of the university to address grade disputes. In very rare instances, an appeal may be made to Academic Affairs, but only after all college-level processes have been exhausted.

Students with concerns regarding faculty, staff, grades and other academic related issues should follow the appropriate department grievance procedure within each College. Typically students will be referred to:

  • Their instructor. If a student is dissatisfied with the results of that discussion, students should then contact:
  • The appropriate department chair. If still dissatisfied, the student would be referred to a Student Relations Committee/College Grievance Committee. Students may wish to contact:
  • Their dean, and then if necessary, contact the Provost.

Registration Issues, Records, Transcripts

Students with questions or concerns regarding registration should contact: CSU-Registrar@csu.edu

Financial Aid Issues

Students with questions or concerns regarding financial aid should contact: csu-finaid@csu.edu

Disability Issues

Concerns regarding access for individuals with disabilities should be referred to: Coordinator of Disability Services, nking23@csu.edu

Judicial Affairs Issues

The Director of Judicial Affairs is responsible for the enforcement of the Student Code of Conduct. Any student accused of violating the Student Code of Conduct has the right to a hearing before any final determination or sanctions are issued.

Judicial Affairs questions or concerns should be directed to dcato@csu.edu.

ITD Help Desk

The Office of Information Technology Division (ITD) is committed to create and maintain IT service delivery that drives innovation, to provide its faculty, staff, and students with an integrated, secured, and advanced technology infrastructure that is broadly-accessible to people who need it when they need it and where they need it.

The Help Desk provides the following services/support:

  • Student Administrative System Support
    • Cougar Connect
  • Access Remote Access and VPN
  • Provide Access to systems
  • Change Your Password
    • Password Reset (Email & Active Directory)
  • Policy and Account Information

ITD Services Contact Information

Course Management System (Moodle)

The Office of Online Instruction and Instructional Technology (OIIT) is responsible for online learning at CSU; as such, it provides training to students on how to use Moodle, the learning management system (LMS) currently used by the university.

To contact the OIIT: elearning@csu.edu

Library and Instruction Services (CSU Library)

The CSU Library offers reference services and much more. The contact information is as follows:

Anonymous Reporting

The University recognizes there may be instances when individuals will want to report anonymously regarding activities in violation of university policies, local, state and federal laws. The University has provided a means for anonymous reporting via a 24-Hour Hotline supported by University Police at (773) 821-2882.

State of Illinois and HLC Complaint Procedure

Chicago State University, as a participant in Title IV Federal Financial Aid under the Higher Education Act of 1965, as amended, is required to direct students to the Illinois Board of Higher Education for assistance with unresolved complaints. Chicago State University also must make available to students or prospective students, upon request, a copy of the documents describing the institution’s accreditation and state authorization.

Students may contact the Illinois Board of Higher Education (IBHE) with complaints that were not resolved through the student complaint procedure described above by accessing the IBHE online complaint system at http://complaints.ibhe.org/.

Students may also file a complaint with Chicago State University’s accrediting agency, the Higher Learning Commission (HLC) of the North Central Association of Colleges and Schools, by following the HLC’s complaint procedure.

Complaint Resolution Process for SARA States

States operating under the State Authorization and Reciprocity Agreement (SARA) have agreed to allow their SARA state portal agency investigate and resolve any complaints that have not been resolved through an institution's own procedures for resolution of grievances. The SARA Complaint Resolution Process is taken directly from Section 4.2 of the NC-SARA State Authorization Reciprocity Agreements Policies and Standards.

Participating SARA States: Alabama, Alaska, Arizona, Arkansas, Colorado, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Louisiana, Maryland, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Mexico, North Dakota, Ohio, Oklahoma, Oregon, South Dakota, Tennessee, Texas, Vermont, Virginia, Washington, West Virginia, Wyoming.

Students from participating SARA states may contact the Illinois Board of Higher Education (the Illinois SARA portal agency) with complaints that were not resolved through the student complaint procedure described above by accessing the IBHE online complaint system at http://complaints.ibhe.org/.

State Contact Information for Student Complaints

In addition to the above University procedures for addressing student grievances, the US Department of Education requires that each institution offering online programming provide contact information for students who wish to file complaints through their home state. States participating in SARA may file a complaint through the Complaint Resolution Process for SARA States listed above. Contact information for states not participating in the State Authorization and Reciprocity Agreement (SARA) can be found below.

*This list includes contact information for states not participating in the State Authorization and Reciprocity Agreement (SARA), the District of Columbia, and Puerto Rico and should not be construed as informative of the states in which Chicago State University is licensed or required to be licensed. States, through the relevant agencies or Attorney Generals Offices, will accept complaints regardless of whether an institution is required to be licensed in that state.

California
California Bureau of Private Postsecondary Education
PO Box 980818
W. Sacramento, CA 95798-0818
Email: bppe@dca.ca.gov
Website 

Connecticut
Connecticut Department of Higher Education
61 Woodland Street
Hartford, CT 06105-2326
Email: edinfo@ctohe.org

Connecticut Department of Consumer Protection
165 Capitol Avenue, Room 110
Hartford CT 06106
Email: trade.practices@ct.gov
Website
Consumer Complaint Hotline: 800.842.2649

Delaware
Delaware Higher Education Office
Carvel State Office Building, 5th Floor
820 N. French Street
Wilmington, DE 19801-3509
Email: dheo@doe.k12.de.us
Phone: 800.292.7935

Delaware Attorney General Consumer Protection Wilmington
820 N. French Street, 5th floor
Wilmington, DE 19801
Email: consumer.protection@state.de.us

District of Columbia
District of Columbia Office of the State Superintendent of Education, Education Licensure Commission
810 First Street, NE, 9th Floor
Washington, DC 20002

Florida
Florida Commission on Independent Education
325 W. Gaines Street, Suite 1414
Tallahassee, FL 32399-0400
Email: Commissioner@fldoe.org

Hawaii
Hawaii State Board of Education
PO Box 2360
Honolulu, Hawaii 96804
Email: ocp@dcca.hawaii.gov

Kentucky
Kentucky Council on Postsecondary Education
1024 Capital Center Dr., #320
Frankfort, KY 40601-7512

Kentucky Board of Proprietary Education
911 Leawood Drive
Frankfort, KY 40601-3319
Student Complaint Procedure

Office of the Attorney General
Capitol Suite 118
700 Capitol Avenue
Frankfort, Kentucky 40601-3449
Email: consumer.protection@ag.ky.gov
Website 

Maine
Maine Department of Education
Complaint Investigator
23 State House Station
Augusta, ME 04333-0023
Phone: 207.624.6600

Maine Attorney General, Consumer Protection Division
6 State House Station
Augusta, ME 04333
Website
Massachusetts

Massachusetts Board of Higher Education
One Ashburton Place
Room 1401
Boston, MA 02108

New Jersey
New Jersey Commission on Higher Education
PO Box 542
Trenton, NJ 08625
Website

New Jersey Department of Labor and Workforce Development
1 John Fitch Plaza, PO Box 110
Trenton, NJ 08625-0110
Email : schoolapprovalunit@dol.state.nj.us
Conflict Resolution Questionnaire

New Jersey Division of Consumer Affairs
124 Halsey Street
Newark, New Jersey 07102
Website
New York

New York Office of College and University Evaluation New York State Education Department
5 North Mezzanine
Albany, NY 12234
Email : ocueinfo@mail.nysed.gov
Student Complaint Procedures

New York Bureau of Proprietary School Supervision New York State Education Department
99 Washington Avenue, Room 1613 OCP
Albany, New York 12234
Student Complaint Procedures

New York State Department of State Division of Consumer Protection Consumer Assistance Unit
5 Empire State Plaza, Suite 2101
Albany, New York 12223-1556
Student Complaint Procedures

North Carolina
North Carolina Community College System Office of Proprietary Schools
200 West Jones St.
Raleigh, North Carolina 27603
Complaint Procedures

North Carolina Consumer Protection Attorney General’s Office
Mail Service Center 9001
Raleigh, NC 27699-9001
Website

Pennsylvania
Pennsylvania Department of Education
333 Market Street
Harrisburg, PA 17126-0333
Phone: 717.783.6788

Office of Attorney General Bureau of Consumer Protection
14th Floor, Strawberry Square
Harrisburg, PA 17120

Puerto Rico
Puerto Rico Council on Higher Education
PO Box 1900
San Juan, PR
00910-1900
Phone: 787.641.7100

Puerto Rico Department of Justice
PO 9020192
San Juan, PR
00902-0192

Rhode Island
Commissioner of Higher Education
RI Office of Higher Education
80 Washington Street, Suite 524
Providence, RI 02903
Student Complaint Procedures

Rhode Island Department of Attorney General
Consumer Protection Unit
150 South Main Street
Providence, RI 02903
Website

South Carolina
South Carolina Commission on Higher Education
1333 Main Street, Suite 200
Columbia, SC 29201
Student Complaint Procedures

Utah
Utah Division of Consumer Protection
160 East 300 South
Salt Lake City, Utah 84111
Email : consumerprotection@utah.gov
Website

Wisconsin
Wisconsin Educational Approval Board
30 W. Mifflin St., 9th Floor, PO Box 8696
Madison, WI 53708
Email : eabmail@eab.state.wi.us
Website