St. Cloud State University Policies & Procedures

Academic Program Concerns and Complaints Link☍

Create PDF: Academic Program Concerns and Complaints

Current Status: Approved

Policy Type: Academic

Department/Division: Academic Affairs

Effective Date: 07/01/2012

Last Updated: 03/29/2022

Applies To: Students, Faculty, Staff

Responsible University Officer: Provost/Vice President for Academic Affairs

Policy Owner: Provost/Vice President for Academic Affairs

Policy Contact: Associate Provost for Faculty and Student Affairs

Rationale

St. Cloud State University is committed to responding to student’s concerns about the quality of their educational experience. Concerns and complaints that students have should be addressed fairly and resolved promptly. This policy and the related procedure will provide a path to resolve complaints that arise outside of other university processes.

Policy

A student has the right to seek a remedy for a dispute or disagreement, including issues of institutional or program quality such as an institution’s compliance with the standards of an accrediting agency, or a claim of consumer fraud or deceptive trade practices, through an SCSU Procedure. This policy does not apply to academic grade disputes, complaints of discrimination or complaints about individual instructors. Procedures exist to seek resolution of such concerns.

No retaliation of any kind shall be taken against a student for participating, or refusing to participate, in a complaint or grievance. Retaliation may be subject to action under appropriate student or employee policies.

Procedure

A student complaint should be presented to the Provost’s office. If in writing, it should contain the date and time of the alleged dispute, action or concern; the reason(s) for the complaint, a summary of the complaint, a list of other persons who may provide information and any appropriate documentation. The student should state the resolution the student seeks. The complaint must be submitted no later than the end of the semester following the semester when the dispute, action or concern occurs.

A conference will take place with the student and a staff member from the Provost’s office once the form has been received. The staff member will request additional information or documentation as needed to work toward resolution. The staff member may attempt to resolve the complaint by encouraging discussion between the student(s) and faculty member or staff member if appropriate, or by taking action to resolve the complaint. The complaint may be reviewed by the staff member and supervisor(s) in the line of supervision as beneficial to the process.

If informal or mutual resolution has not occurred the student will file a written Grievance using the form provided by the Provost’s office and attach documents related to the complaint. The student and other persons with documentation must submit it within ten (10) business days of the date the Grievance was filed.

When possible, the final resolution or a determination that the Grievance will be ‘unresolved,’ will be filed in the Provost’s office within fifteen (15) business days of the date the Grievance was filed by the student. If there are circumstances requiring an extension of this deadline, the staff member assigned to the Grievance will notify the parties involved.

The student may appeal a grievance decision. The individual to whom an appeal is directed should be identified by the college or university for the issue(s) in question.

  • If the grievance involves a college or university rule or regulation, a student may appeal an official grievance in writing to the president. The President may seek additional information if needed and may meet with the student and/or the faculty or staff involved. The President’s decision on the Grievance Appeal will be final within the university.
  • If the grievance involves a board policy, the actions of a college or university president, an issue of institutional or program quality such as an institution's compliance with the standards of an accrediting or licensing agency, 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.

 

 

Keywords

Program Concerns, complaints, deceptive practices, dispute, remedies, appeals. fraud, consumer fraud, grievance, academic grade, board policy, university rules and regulation, accrediting agency, resolution

Related St. Cloud State University Policies

Supporting URLs

Websites, Related External Documents, Statutes

Definitions

Appeal

A request for reconsideration of a decision made at St. Cloud State University pursuant to university, or Minnesota State Colleges and Universities Board of Trustees policies and procedures.

Complaint

An oral or written claim concerning a college or university issue, including but not limited to alleging improper, unfair, or arbitrary treatment or program quality, compliance with accreditation standards, consumer fraud or deceptive trade practices.

Formal Complaint

A written claim raised by a student alleging improper, unfair, or arbitrary action by an employee involving application of a specific provision of a college or university rule/regulation or a board policy or procedure. Minnesota State Colleges and Universities defines this as a "Grievance."

Retaliation

Any form of intimidation, reprisal or harassment against an individual because he or she made a complaint, assisted, or participated in an investigation or process. Retaliation also occurs when one associated with a person or group of persons is intimidated, harassed, or suffers reprisal. Retaliation may occur whether or not there is a power of authority differential between the individuals involved.

Student

All Persons or group of persons who:

  1. Are enrolled in one or more courses, either credit or non-credit, through a college or university; or
  2. Withdraw, transfer, or graduate after an alleged violation of the code of student conduct; or
  3. Are not officially enrolled for a particular term but who have a continuing relationship with the college or university; or
  4. Have been notified of their acceptance for admission or have initiated the process of application for admission or financial aid; or
  5. Are not college or university employees and are not enrolled in the institution but live in a college or university owned or controlled residence hall.

Contacts

Responsible University Officer
   Gregory, Daniel D.
   Provost/Vice President for Academic Affairs
 
ddgregory@stcloudstate.edu
320-308-3143
Owner
   Gregory, Daniel D.
   Provost/Vice President for Academic Affairs
 
ddgregory@stcloudstate.edu
320-308-3143
Contact
   Cornell-Swanson, LaVonne J.
   Associate Provost for Faculty and Student Affairs
 
lcornellswanson@stcloudstate.edu
320-308-4785

To make a comment or suggest changes to this policy:

St. Cloud State University Users: Login
Non-St. Cloud State Users: Email comments to policy@stcloudstate.edu