Student Complaint Reporting
Non-academic student complaints are addressed through the Dean of Students Office. Students confidential files are housed and secured in the office. The Student Handbook and Resource Guide which includes university policies is made available to commuter, residential, undergraduate, graduate, full-time and/or part-time students. The Dean of Students is a university liaison for all non-academic student complaint. Students initiate a complaint in the Office of the Dean of Students by completing a Student Complaint Form. The nature of the issue determines whether other university departments will be involved. A flow chart has been created outlining the non-academic complaint process. There are also samples provided of non-academic student complaints available for review along with the student case files demonstrating the university policies are followed throughout the process.
Academic Student Complaints are received via walk-ins, referrals, emails, website intake forms, and through the “Jags Hotline." Student confidential files are housed and secured in Student Advocate/Ombudsperson's Office. The Jags Hotline is a 24-hour phone line created as a support service to address student and stakeholder academic concerns. The hotline is monitored daily by the Student Advocate/Ombudsperson with complaints being received and logged within 24 hours of the call, email, or the student intake form on the website. The type and severity of the complaint determine the appropriate amount of time to resolve the matter. A flow chart has been provided outlining the academic-related complaint process. There are samples of student academic complaints available for review along with the student case files and summaries demonstrating the university process that is followed.
Student complaints, once resolved, are housed in the following offices:
Academic Affairs - Student Advocate/Ombudsperson
Student Affairs - Dean of Students Office
ADA - General Counsel
The following elements are in each of the student complaint files:
Name of Student
Date of Complaint
The Student Advocate/Ombudsperson maintains a copy of non-academic and academic student cases. This excludes Title IX cases.