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Student Complaint Tracking, Resolution, and Closure Process
One-Page Flowchart & Student-Facing Guide

Responsible Offices: Office of Student Services & Office of Student Affairs

This protocol applies to: All Enrolled Students (Adult Learners (ASAP, Graduate, Online, & Traditional)

Tracking a Complaint to Completion

Step 1: Complaint Submitted (Day 0–1)
Student submits a complaint online, by email, or in person.
• Intake Office: Student Services
• Complaint logged and assigned a Case ID
• Copy shared with Student Affairs

Step 2: Review & Triage (Day 1–5)
• Lead Office: Student Affairs
• Complaint reviewed for urgency, policy, and type
• Pathway determined:
– Informal Resolution
– Formal Investigation
– Immediate referral (Title IX, Safety, Academic Affairs)

Step 3A: Informal Resolution (If Appropriate)
• Facilitated discussion or corrective action
• Resolution documented
• Student confirms outcome
Status: Resolved – Informal

And/or

Step 3B: Formal Investigation (If required)
• Interviews conducted
• Documentation reviewed
• Policies applied
• Findings documented

Step 4: Decision & Resolution (Day 20–30)
• Decision issued by appropriate authority
• Written outcome sent to student
• Corrective actions implemented (if applicable)

Step 5: Appeal (Optional)
• Student may submit appeal within designated timeframe
• Final decision issued

Step 6: Closure & Confirmation
• Student Services and Student Affairs confirm completion
• Records finalized and securely retained
Status: Closed – Resolve

STUDENT-FACING COMPLAINT PROCESS GUIDE

How to Share a Concern at ¸Ô±¾ÊÓƵ:
¸Ô±¾ÊÓƵ is committed to maintaining a respectful, fair, and supportive learning
environment. Students are encouraged to report concerns so they may be reviewed and addressed
appropriately.

1. How to Submit a Complaint
   Students may submit complaints:
   • In person with Student Services
   • By email to Student Services or Student Affairs
   • Through an online form: Submit a Complaint – Fill out form
2. Review & Resolution
   All complaints are reviewed by the Office of Student Affairs to determine the most appropriate
   resolution path. Some issues may be resolved informally, while others may require a formal
   investigation.
3. Communication to the Student
   Students will receive written communication outlining:
   • The nature of the review
   • The outcome
   • Any actions taken
4. Appeal Option (If Applicable):
   If a student disagrees with the outcome, an appeal may be submitted within the designated
   timeframe.
5. Important Information
   • Complaints are jointly maintained by Student Services and Student Affairs
   • Confidentiality and FERPA protections are upheld
   • Retaliation is strictly prohibited
6. Our Commitment
   ¸Ô±¾ÊÓƵ takes student concerns seriously and is committed to timely, fair, and
   respectful resolutions.