12.4   STUDENT COMPLAINTS

The institution (a) publishes appropriate and clear procedures for addressing written student complaints, (b) demonstrates that it follows the procedures when resolving them, and (c) maintains a record of student complaints that can be accessed upon request by SACSCOC.

 

JUDGEMENT

 

††† Compliance     Non-Compliance     Partial Compliance

 

NARRATIVE

 

North Carolina A&T State University is committed to the fair treatment of its students in their relationships with fellow students, faculty, staff and administrators.  The universityís Student Complaint Policy is in the Student Handbook, beginning on p. 79.

 

(a)   Appropriate and Clear Procedures for Addressing Written Student Complaints

 

The Student Handbook guides students through the processes for filing complaints and appeals.  Students with complaints are encouraged to seek an informal resolution of the matter directly with the faculty or individual(s) involved, when possible. For matters where a resolution is not feasible, a Student Complaint Form can be completed and filed with the Office of the Vice Chancellor for Student Affairs, located in Suite 100 Murphy Hall.  Currently, complaints filed using the electronic form first go to Ms. C.M.W. Action response dates by responsible parties are recorded on the form as well as the name of specific responding staff members.   A copy of a fully completed appeal process is provided (Processed Appeal).

 

(b) Evidence that Procedures are followed when Resolving Complaints

The university follows its procedures for resolving student complaints and responding to appeals of actions taken against students.  To ensure fair and consistent treatment and a timely resolution of complaints, the Student Complaint Policy, which starts on pg. 79 of the Student Handbook, lists the following steps, snipped from the Handbook.

 

 

The attached, redacted to maintain confidentiality of the parties, shows that the institution follows its procedures for processing student complaints and appeals.  Together with the two examples cited for Nursing and Engineering (both traditional students) two examples are shown for students taking distance education courses (Example 1 and Example 2).

 

(c) Record of Student Complaints

 

The university maintains records of student complaints in the Office of the Vice Chancellor of Student Affairs.  The records are captured from the student complaint portal and retained in digital format. Student records related to Title IX complaints are held in the Title IX Office, which is in Legal Affairs.  Academic deans, who resolve student issues, also maintain records in their offices. These records are available to be reviewed by the SACSCOC On-site Review Team during the institutional site visit.

 

SUPPORTING DOCUMENTS

1.      Student Complaint Policy

2.      Student Complaint Form

3.      Resolved Student Complaint (redacted--Nursing)

4.      Student Appeal (redacted--Engineering)

5.      Student Appeal (redactedóDE)

6.      Student Complaint (redactedóDE)