I. OBJECTIVE & PURPOSE
The University has established this policy to ensure that (a) adequate procedures for addressing written student complaints are in place, (b) students are informed of these procedures, and (c) procedures are followed when resolving student complaints.
II. STATEMENT OF POLICY
All units that process written student complaints or appeals are required to publish procedures for filing written complaints or appeals and to maintain a log of submitted written complaints or appeals. Units are expected to analyze the log for trends and patterns and take appropriate action as necessary. To maintain compliance with the Southern Association of Colleges and Schools Commission on Colleges (SACSCOC), the log is made available to Academic Affairs upon request.
III. STATEMENT OF PROCEDURES
Each division will establish procedures for conducting trend and pattern analyses of submitted written complaints. When deemed appropriate, the results of divisional trend and pattern analysis may be elevated for a cross-divisional review.
Academic Affairs will maintain a webpage including links to those units that have formal procedures for students to file written complaints or appeals. Access to written or electronic forms should be available via the MyWings portal, Student Tab, to ensure availability is in a format most familiar to the target users.
At a minimum, logs will include the following:
- Unit name
- Date student filed complaint/appeal
- Nature of complaint/type of appeal
- Process used to resolve complaint/appeal
- Outcome of complaint/appeal
- Date of resolution