__MAIN_TEXT__

Page 100

VIII. STUDENT COMPLAINT POLICY The student complaints policy provides guidance as to how the University defines written complaints, the structure for communication and resolution of complaints, and the systematic means for documenting complaints and resolutions. A good faith effort will be made by the institution to reach a resolution that is beneficial to those involved in a formal complaint.

Definitions Written student complaint – any written complaint from a student to a member of the President's Cabinet or an academic Dean. These complaints include but are not limited to complaints initially sent to a staff or faculty member, but did not reach resolution. If resolution is not reached after initially attempting resolution through a staff or faculty member, the student is responsible for making a written student complaint to a cabinet member or Dean. Written student complaints must be sent in one of the following formats: email, letter, or the digital Formal Complaint Form. There are two types of written student complaints, which are formal student complaints and satisfaction complaints. If a student verbally expresses a complaint that meets the criteria of a formal student complaint, the staff or faculty member receiving the complaint should document it in writing and follow the student complaint policy as if the complaint had been presented in writing. Formal student complaint - any written student complaint that involves a faculty member, staff member, the payment or refund of a charge, student financial aid, a grade, harassment, hazing, student safety, Title IX compliance, or any other issue deemed by a Cabinet member or Dean to be at a severity level requiring in depth investigation. Satisfaction complaint - any written student complaint that involves an individual's opinion but does not provide enough information or is deemed by a Cabinet member or Dean to be at a severity level below meriting an in-depth investigation. Satisfaction complaints may evolve into a formal student complaint if the student wishes to continue the complaint after the initial attempt at resolution. Resolution - the answer to or solution for the complaint. Resolution does not guarantee that the complainant receives the complainant's desired outcome. Some resolutions may involve referring students to other existing appeals processes, such as the process for appealing a grade or disciplinary sanctions. Procedures for Responding to Written Student Complaints The student must submit an email, letter, or digital student complaint form to a member of the President's Cabinet or an academic Dean. • • •

If the complaint is a grade appeal, the student will be directed to follow the grade appeal process. If the complaint concerns harassment, then the University's Anti-Harassment Policy will be followed. If the complaint involves a spouse or relative of a Cabinet member or Dean, the Cabinet member or Dean must recuse himself or herself from the resolution process.

When one of the administrators above receives a written student complaint, the administrator must respond to the student within 5 business days for the purpose of acknowledging receipt. If the administrator receives a complaint unrelated to the administrator's area of oversight, the administrator must forward the complaint to the Office of the Provost for distribution to the 100

Profile for LeTourneau University

Student Handbook 2019  

The student handbook contains the codes, rules, regulations, and policies which establish the official parameters for student life at LeTour...

Student Handbook 2019  

The student handbook contains the codes, rules, regulations, and policies which establish the official parameters for student life at LeTour...