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GEORGETOWN AMERICAN UNIVERSITY STANDARD OPERATING PROCEDURES
TITLE: MAKING COMPLAINTS (MC01)
RELATING POLICY: : HUMAN RESOURCES POLICY
COUNCIL OF HONOR POLICY
CLINICAL Duty Hrs. POLICY
GRIEVANCE POLICY
DATE OF APPROVAL: AUGUST 7, 2019
EFFECTIVE DATE OF IMPLEMENTATION: SEPTEMBER 1, 2019

REFER QUESTIONS TO: STUDENT AFFAIRS OFFICER

Standard Operating Procedure – Procedure for Making a Complaint

Primary Responsibility: Conflict Resolution Committee

Secondary Responsibility: Administrator of Student Affairs

Definition: Complaint procedure outlines the steps GAU stakeholders should take in resolving any
conflict at the institution or associated with stakeholders of the institution.

Purpose: To create a standardized process for assuring that all stakeholders follow the correct
procedures when making a complaint.

Time Frame: Nil

Procedure for Making a Complaint

The first step in resolving a problem is first to approach the other party in the conflict within 10 calendar
days of the problem with the attempt to resolve the matter amicably. If unable to reach an
agreement/settlement, a complaint form should be submitted.

Students Complaint:

A. Student Complaint – Academic Issue (not associated with clinical clerkship or
harassment/discrimination)
1. A student fills out the complaint form attached to the management system. The student can
also receive a copy of the complaint form from the Student Affairs office. The student Affairs
officer will address the complaint as urgent, moderate, or mild.
a. If the complaint is considered urgent, all measures will be taken to address the
complaint within 24 hours.
b. If the complaint is labeled as moderate, all measures will be taken to address the
complaint within 48 – 72 hours.
c. If the complaint is labeled mild, all efforts will be taken to address the complaint within
5 business days.
In the instance where an investigation is needed to resolve the complaint, the additional steps
will be taken.

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GAU SOP