4.5 Student Complaints

Federal Requirement: The institution has adequate procedures for addressing written student complaints and is responsible for demonstrating that it follows these procedures when resolving student complaints.

X Compliance
    Partial Compliance
    Non-Compliance

Narrative:

As discussed in Standard 3.9.1, Georgia State University has established a Policy and Procedures for Student Complaints, Petitions for Policy Waivers and Variances, and Appeals that is published in the Undergraduate and Graduate Catalogs [1] as well as in the Student Code of Conduct Policies and Procedures, which is available both online [2] and in hardcopy format as contained within the OnCampus Student Handbook that is distributed to all new students attending orientation programs.  This policy includes procedures for administering student complaints on university-wide and college-level academic matters (e.g., grade appeals), student complaints on non-academic matters (e.g., administrative decisions) as well as student petitions for university-wide and college-level academic policy waiver or variance. 

Additionally, other policies exist to address specific forms of student complaints.  The Discriminatory Harrassment Policy and the Sexual Harrassment Policy [3], administered by the Office of Opportunity Development/Diversity Education Planning, outline procedures for addressing complaints regarding discrimination and sexual harassment.  The Disability Complaint Policy [4] outlines resolution options and procedures for addressing complaints regarding violations of the Americans With Disabilities Act (ADA) or Section 504 of the Rehabilitation Act of 1973 (allegations of discrimination or denial by the university to provide a requested accommodation).   And, the Student Code of Conduct [5] administered by the Office of the Dean of Students, outlines the procedures for addressing student complaints regarding prohibited conduct of students.  

Evidence that these procedures are followed when resolving student complaints is contained in the case histories below. [6] [6] [6] (Due to the sensitive and confidential nature associated with disability complaints, especially as it relates to students, it is difficult to provide summary evidence of how the policy is followed. Therefore, the AVP in the Office of Opportunity Development will be available to sit with a committee member during the onsite visit to review actual complaints.)

Supporting Documentation:

  1. Policy and Procedures for Student Complaints, Petitions for Policy Waivers and Variances, and Appeals
  2. Student Code of Conduct and Policies
  3. Discriminatory Harassment and Sexual Harassment Policies
  4. Disability Complaint Policy
  5. Student Code of Conduct and Policies
  6. Student Complaint Case Studies