Student Complaint Procedures

Maranatha is committed to providing a positive learning environment for all of its students, including those who participate primarily in online and distance learning courses. Most students will never have a need to file a complaint against another student, a staff member, or the University in general. However, if you believe you have a reason to file a complaint, Maranatha has established procedures for addressing student complaints in a fair and equitable manner. Specific procedures have been adopted to facilitate the unique needs of Online & Distance Learning students.

Maranatha does not engage in unlawful discrimination on the basis of sex, race, color, age, physical disability, ancestry, or national origin. The commitment not to discriminate in the University’s services, education programs, or employment practices extends to all applicants for admissions and employment, as required by Title IX and applicable law. Some programs maintain additional requirements for program acceptance. Where applicable, those standards are clearly stated and published. All concerns relating to discrimination can be directed to: Title IX Coordinator, 745 West Main Street, Watertown, WI 53094 (920-206-2305), or to TitleIXCoordinator@mbu.edu

In order to provide appropriate assistance, please take note of the following types of complaints and appropriate disposition:

General Complaints

Complaints Related to Grades or Course Matters

  1. Address the complaint with the course instructor.
  2. If you are not satisfied with the outcome of the meeting, or you do not feel comfortable in confronting the instructor, contact the Director of Online Instruction.
  3. If a resolution is not achieved, you may then bring the matter to the Academic Affairs Office.

Complaints Related to Finances, Course Registration, Technology, or Staff

  1. Address the complaint to the individual staff member.
  2. If resolution is not achieved there, or you do not feel comfortable in confronting the staff member, you may bring the matter to the Director of Online & Distance Learning.
  3. If a resolution is not achieved, you may then bring the matter to the Vice President for Advancement.

Complaints Related to Protected Status

All complaints related to discrimination on the basis of race, color, gender, national origin, age, or physical disability should be directed to the Title IX Coordinator (920-206-2305).

Other General Complaints

If you do not believe your situation fits into any of the above categories, please contact the Director of Online & Distance Learning for assistance.

General Complaint Appeals

If the complainant does not agree with the resolution of the complaint, the complaint resolution can be appealed to the Executive Council (EC). EC may request a written appeal and/or a personal (or virtual) appearance in its sole discretion. Upon review of all facts and circumstances and submissions from all relevant parties, EC will make a final determination which may involve the reduction of disciplinary action or the imposition of additional sanctions or other remedies or policy exceptions it determines to be appropriate. (See below for additional options for complaints related to alleged violations of NC-SARA Policies and Standards or the requirements and expectations of the Higher Learning Commission.)

All Maranatha students and employees have a right to be free from reprisal or threat of retaliation as a result of filing a complaint in good faith or truthfully participating in the investigation of a complaint. Any person who feels that they are the subject of an act of improper retaliation may make an additional complaint.

Formal NC-SARA Complaints

As a member of the multi-state compact for online education, Maranatha is authorized to provide online education to students who reside outside Wisconsin. As such, MBU abides by the Policies and Standards of the National Council for State Authorization Reciprocity Agreements. In accordance with Wis. Stats. Ch. 39.85, et. al., MBU maintains a separate process for complaints alleging a violation of the NC-SARA Policies and Standards. Any distance education student, current or former, may file a formal NC-SARA complaint using the form provided below. Complaints filed via this process must allege a violation of the terms of the NC-SARA agreement, or of laws, standards, or regulations incorporated by the State Authorization Reciprocity Agreements Polices and Standards by a person, institution, state, agency, or other organization or entity operating under the terms of SARA. Such complaints must be made first to the MBU administration using the form below.

Complaint Policies & Procedures

Bad Faith Complaints

Frivolous, intentionally false, or vexatious complaints or complaints made in bad faith or for reasons other than resolution and restoration may result in disciplinary action against the complainant. The severity of the discipline will be based on the seriousness and impact of the false complaint.

Confidentiality

Every effort will be taken to maintain that all information (parties involved, context, resolution, etc.) in the complaint remain confidential. Complaint information may be shared with necessary persons or to outside parties to fulfill any requirement imposed by law. It is understood that any person participating in the complaint process must maintain confidentiality. Understanding that confidentiality benefits all parties involved, all parties need to be aware of the following guidelines:

  • Where a complaint relates to the actions of a member of Maranatha’s faculty, staff, or student, the person against whom the complaint is made will be fully informed of the substance of the complaint.
  • The proper investigation of a complaint may require the disclosure of the identity of the submitter to the person(s) accused or to third parties.
  • The Executive Office keeps a log of all Formal Complaints to comply with federal law.

In resolving difficulties students should first attempt to resolve difficulties through informal measures speaking directly to the party causing the problem (if appropriate), and then using the above-stated internal complaint procedures if personal resolution has not been successful.

External Accountability

If your complaint relates to an alleged violation of the Policies and Standards of NC-SARA, and you are not satisfied with the resolution of your complaint, once you have exhausted all of the internal complaint options outlined above, you may then file a complaint directly with the Wisconsin Distance Learning Advisory Board (DLAB).

Maranatha is accredited by the Higher Learning Commission. Any student or other party whose complaint has not been resolved through use of Maranatha’s internal complaint procedure may notify Maranatha’s accreditor if you believe that the complaint represents a violation of the Criteria for Accreditation. For more information about Maranatha’s accrediting agencies, please visit Maranatha Accreditation.

For discrimination matters, complainants may contact the U.S. Department of Education Office for Civil Rights.

For matters related to federal student loans or loan servicers, complainants may contact the Federal Student Aid Ombudsman Group.