Procedures for Students Seeking Resolution UPPS No. 07.10.06
or Reporting University-Related Complaints Issue No. 2
Effective Date: 05/09/2014
Review: June 1 E2Y
Sr. Reviewer: Dean of Students
01. POLICY STATEMENTS
01.01 This policy provides procedures for students seeking a resolution or reporting a complaint about a university-related issue.
01.02 Texas State University’s general policy regarding complaints, including student complaints, appears as part of the university’s Compact with Texans. The specific section regarding student complaints provides this information:
a. Student complaints should be directed to the specific offices involved in the complaint, and if the complaint cannot be resolved at that level, the complainant is instructed to contact the next higher office in the chain of command.
b. Enrolled Texas State students may also address complaints to the Office of the Dean of Students, where the student ombudsman assists students to achieve resolutions to university-related problems.
c. The Office of the Dean of Students refers other customer complaints to appropriate campus offices when the problem cannot be resolved within the Office of the Dean of Students.
01.03 A student who believes that specific actions, practices, or decisions on academic or non-academic matters have been made or carried out in an arbitrary, discriminatory, inequitable, or inconsistent manner, as stated by appropriate university policy statements, can initiate a complaint.
02. POLICIES ADDRESSING STUDENT COMPLAINTS AND GRIEVANCES
02.01 Numerous policies exist to address specific student complaints and grievances. Policies may be found from individual offices, divisions and the University Policies and Procedures Statements (UPPS) website. Students should review and follow the procedures for these specific policies in regard to student complaints and grievances.
02.02 The following policies provide specific procedures for some typical types of complaints:
*a. Prohibition of Discrimination (UPPS No. 04.04.46)
b. Disability Services for Students (UPPS No. 07.11.01)
*c. Excused Absence Policy Related to University-Sponsored Events (UPPS No. 02.06.03)
d. Honor Code (UPPS No.07.10.01)
e. Parking and Transportation (UPPS No. 05.07.02)
f. Satisfactory Academic Progress for Undergraduate Students on Financial Aid (UPPS No. 07.07.01)
g. Satisfactory Academic Progress for Graduate and Post-Baccalaureate Teacher Certificate Seeking Students on Financial Aid (UPPS No. 07.07.02)
i. Student Absences for Religious Holy Days (UPPS No. 02.06.01)
j. Student Employment Procedures (UPPS No. 07.07.03)
k. Tuition and Fees Refund Appeal Policy (UPPS No. 02.01.12)
03. PROCEDURES FOR NON-ACADEMIC STUDENT COMPLAINTS
03.01 The university encourages students to seek informal resolution of concerns through consultation with the faculty or staff person directly responsible for the initial action or decision before pursuing a more formal process. However, if a student deems the informal efforts unsatisfactory, he or she may pursue a more formal complaint.
03.02 Students must make all complaints under this policy in writing unless a complaint involves safety issues that require quick reaction time. The university will evaluate all complaints made under this policy to determine whether a preponderance of evidence shows that the decision in question was arbitrary, discriminatory, inequitable, or inconsistent with an appropriate university policy statement.
03.03 If a student complaint is directed to a university office not involved in the complaint, this policy limits the responsibility of that office’s supervisor or the supervisor’s designee, to acknowledge the complaint.
03.04 Upon receipt of a student complaint directly or via referral from another office, the designated representative of the specific office involved in the complaint will complete the necessary review. The office will assure that the student receives a direct response in writing (preferably), by telephone or in person in a reasonable and timely manner, normally within 10 business days.
03.05 The designated representative will keep a log of student complaints and will retain appropriate documentation verifying the resolution of each complaint in accordance with the university’s records retention policy.
04. APPEALS PROCEDURES
04.01 Students may appeal the decision to the vice president responsible for the department receiving the complaint, in writing, no later than five business days after the decision.
04.02 The only basis for an appeal is an allegation that the decision-maker did not follow university policy or that the procedures followed in providing service to the student did not meet the normal standards of professional conduct expected by a reasonable person. This policy does not permit substantive review of a final decision.
04.03 The appropriate vice president may approve, reject, or modify the decision. The vice president will inform the student and the department of his or her decision in writing. The vice president’s decision is final.
05. REVIEWERS OF THIS UPPS
05.01 Reviewers of this UPPS include the following:
Associate Vice President for June 1 E2Y
Student Affairs and Dean of Students
TSUS Associate General Counsel June 1 E2Y
06. CERTIFICATION STATEMENT
This UPPS has been approved by the following individuals in their official capacities and represents Texas State policy and procedure from the date of this document until superseded.
Associate Vice President for Student Affairs and Dean of Students; senior reviewer of this UPPS
Vice President for Student Affairs