SUU Seal (for official use only)
 

POLICY #11.4 
SUBJECT: Student Complaints

I. PURPOSE

The purpose of this Policy is to establish procedures for receiving and responding to student complaints; however, this Policy does not supersede University Policy 6.19.

II. REFERENCES

  1. Southern Utah University Policy 5.27 Non-Discrimination / Anti-Harassment
  2. Southern Utah University Policy 5.60 Sexual Misconduct
  3. Southern Utah University Policy 6.19 Grade Appeal
  4. Southern Utah University Policy 6.28 Faculty Professional Responsibility and Due Process
  5. Southern Utah University Policy 8.3.5 Termination of non-Academic Staff Employees and Disciplinary Sanctions
  6. Southern Utah University Policy 11.2 Student Conduct Code
  7. Southern Utah University Policy 12.3 Abusive Coaching Practices

III. DEFINITIONS

  1. Academic Nature: For purposes of this Policy, a matter is of an academic nature if it relates to the instructional, curricular, evaluative, or credit-awarding processes of the University. This includes, but is not limited to, grading disputes, course content, teaching practices, academic standards, program requirements, or other issues arising from the teaching and learning environment. For concerns regarding academic integrity please refer to SUU Policy 6.33.
  2. Student: See SUU Policy 11.2.
  3. Supervisor: Any employee with the authority to oversee, direct, or evaluate another employee’s work performance. This includes department chairs for faculty and directors or managers for staff.

IV. POLICY

  1. Process for Student Complaints
    1. Students who have a concern about an employee should first try to discuss the concern with the individual. This can be the most appropriate and expedient way to resolve such matters; however, if this approach does not lead to resolution of the matter or, if for some reason, the Student cannot take the matter directly to the employee, the Student should discuss their concern with the employee’s immediate Supervisor. At any point during the informal process, the employee, or their Supervisor, may contact the Dean of Students for additional support in resolving the matter.
    2. Student Complaints regarding abusive coaching practices should be reported through the guidelines found in SUU Policy 12.3.
    3. Complaints relating to fraud, false advertising, misrepresentation or other deceptive practices within an academic program are addressed by Internal Audit, and can be reported through Ethics Point.
    4. If the concern involves an employee in a supervisory position to the student, as defined above, and if the Student and that employee cannot reach a resolution, the concern should be brought to the attention of the next-level Supervisor, the appropriate Academic Dean, or Vice President. The Student should draft a formal complaint and submit it to the next-level Supervisor for review and resolution. The Supervisor, upon receiving the written complaint or hearing the initial concern, may, in consultation with the Student and based on the circumstances, take one of several courses of action.
      1. Meet with the employee to discuss the concerns while protecting the Student’s identity.
      2. Meet with the employee to discuss the concerns to include sharing the source of the complaint.
      3. Meet with the employee and the Student to address the complaint and determine a course of action (as appropriate) to reach a resolution.
      4. For any of the actions outlined above to occur, the concern must be formalized into a written complaint signed by the Student and submitted to the Supervisor. No formal action will be taken without written documentation.
    5. If a resolution is reached, a letter from the Supervisor to the Student and the faculty or staff member will be provided. The letter will outline the resolution that was reached, and a copy, signed by both parties, will be retained by the Supervisor and copied to the appropriate Dean or Vice President.
  2. Investigation
    1. If the matter remains unresolved, the written complaint, along with a narrative of the actions taken, will be forwarded to the Dean of Students, who directs a thorough and expeditious investigation. This can be done by forwarding the written complaint through email to the Dean of Students Office or by submitting the report through the University Reporting webpage. If a complaint is of an Academic Nature, the Dean of Students will conduct the investigation in collaboration with the appropriate dean. Investigations will be conducted to the extent necessary to create a reasonable basis that relevant facts have been determined and documented. The submission of the complaint will be considered consent by the complainant to the investigation and review of all information, including information that may be classified as private, confidential or controlled.
    2. The investigation will be initiated in less than 30 days after the complaint is received by the Dean of Students. The investigation should not exceed 20 business days, unless the complexity of the complaint requires additional time. If additional time is needed, the Dean of Students will notify the complainant in writing explaining the need for more time.
    3. This investigation may include informal conversations with individuals who might have knowledge that supports or refutes the allegations. 
    4. If resolved, a letter of resolution will be provided to the faculty or staff member, the Student, and the appropriate department chair or director.
    5. If after review a more formal process is warranted, the Supervisor will consult with the Director of Human Resources, who will ensure the appropriate University policies are followed to resolve the matter. If it is determined that a complaint against a faculty member warrants review under SUU Policy 6.28, the matter will be deferred to the Provost, who will follow appropriate University policy to resolve the matter. 
    6. If in the process of the investigation other policy violations are found, the matter will be referred to the appropriate office for evaluation.
  3. Students in need of guidance during this process can find assistance in the Dean of Students Office and the Office of the Vice President for Student Affairs.
  4. Parties’ communications remain subject to state laws protecting against defamation and tortious invasions of privacy, such as intrusion upon seclusion, publication of private facts, and false light claims.
  5. If the allegations articulated by the Student complainant suggest sexual misconduct, harassment, or discrimination on the part of the employee, Policies 5.27 and 5.60 will control.

V. RELEVANT FORMS/LINKS

VI. QUESTIONS/RESPONSIBLE OFFICE

The responsible office for this Policy is the Vice President for Student Affairs. For questions about this Policy, contact the Dean of Students.

VII. POLICY ADOPTION AND AMENDMENT DATES

Date Approved: March 25, 1991

Amended: December 11, 1998; May 1, 2009; August 25,2025