Informal resolution is encouraged for concerns or complaints that are processed under this policy and procedure. When informal resolution cannot be reached directly between the student and the party or parties associated with the concern or complaint, or a student feels unable to attempt informal resolution, an official general concern or complaint may be processed via the following steps:
- Reporting the Concern or Complaint
A complaint must be reported in writing to the Special Advisor to the President (the special advisor). The complaint should include documentation regarding the concern. The written complaint should contain a detailed description of the circumstances and facts of the complaint, an explanation of the alleged damages to the complainant’s interests, and the solution the complainant seeks. The complaint must be submitted no later than one year following the date on which the dispute, action or concern occurred.
- Complaint Processing and Assistance with Resolution
Once the written complaint has been received, the special advisor will notify the student of the staff member who will be appointed to meet with the student and assist with possible informal resolution. The student may express concerns or possible conflicts of interest. The special advisor will determine whether a different staff member should be appointed on this basis. The special advisor will ask the staff member to serve in this role, and if they agree, they may request additional information or documentation as needed. They may attempt to resolve the complaint by facilitating discussion between the student(s) and the university official(s) or employee(s) if appropriate, or by seeking to negotiate a resolution in separate conversations to resolve the complaint. The complaint may only be shared and discussed with faculty, staff, and administrators at St. Cloud State University as well as with relevant external entities as warranted by the nature of the complaint. The staff member will have two weeks to complete this step. If an extension is needed, the staff member shall get written approval for the extension from the special advisor. If granted, the extended deadline shall be communicated in writing to the student complainant and other involved parties (if any).
- Outcome of Resolution Efforts
If informal or mutual resolution occurs at step 2, the staff member will notify the special advisor of the resolution in writing. The special advisor will send an acknowledgement to the parties and retain the documentation for two years.
If informal or mutual resolution has not occurred within two weeks of the initial filing (or the extension deadline if one is sought and granted), the staff member must notify the special advisor in writing, that informal resolution will not occur. The staff member will include any documentation provided, along with a report of efforts made in step 2 to seek resolution. The student must be copied on this written notification. If the student wishes to continue with the complaint and efforts to seek resolution, the process proceeds to step 4.
- Continuation of Complaint Process
Within ten (10) business days of the notification that no informal resolution could be reached, the student must express, in writing to the special advisor, their intent to continue the complaint process and attach any additional documentation or information that was not included in step 2. Once received, the process follows:
- The special advisor will appoint, within five business days, a different staff member to assist with resolving the complaint. The student will again be notified and given the opportunity to voice concerns or possible conflicts of interest. Once a staff member is appointed, the special advisor will provide them with the original documentation and any new documentation received in step 4.
- The appointed staff member will review the records and attempt to resolve the complaint.
- The appointed staff member will create a report describing either the final resolution or a determination that the complaint will be ‘unresolved.’ The final resolution or determination must state which university employee to contact if the student wishes to appeal.
- The appointed staff member will provide the written report to the special advisor within fifteen (15) business days from the date they were appointed. Copies shall be provided to the student, other involved parties (if any), and the employee assigned to process the appeal if one is submitted. If an extension is needed, the staff member shall get written approval for the extension from the special advisor. If granted, the extended deadline shall be communicated in writing to the student complainant and other involved parties (if any).
Only the student may appeal the resolution or determination decision. However, the student must be advised that university officials, faculty or staff members may have recourse, through the Student Code of Conduct disciplinary process, against a student acting in bad faith.
To appeal the student forwards all documents related to the complaint, prior attempts to resolve, and final resolution report to the individual identified in step 4.4. If the appeal is denied the student may only appeal up to the president or chancellor when the following criteria are met:
- If the complaint involves a college or university rule or regulation, a student may appeal an official complaint in writing to the president of the university. The president may seek additional information if needed and may meet with the student and/or the faculty/staff involved. The president’s decision on the complaint appeal will be final.
- If the complaint involves a board policy, the actions of a college or university president, or a claim of consumer fraud or deceptive trade practice, a student may further appeal the college or university decision to the chancellor. The decision of the chancellor is final and binding.