Objective of Policy

The student complaint policy governs how the University defines written complaints, the structure for communication and resolution of complaints, and the systematic means for documenting complaints and resolutions. A good faith effort will be made by the institution to reach a resolution that is beneficial to those involved in a formal complaint.

Definitions

Informal Complaints

Informal complaints are any complaints about normal processes or general dissatisfaction. Examples of informal complaints might include requests for improvements to residence halls, expressing dissatisfaction about food services, or expressing frustration about a routine university process. Informal complaints can be received verbally or in writing by any staff or faculty member. To file an informal complaint, students are encouraged to first attempt to resolve the issue by speaking directly with the relevant department head or supervisor. This allows for a quicker and more direct response. Informal complaints will be addressed through appropriate channels at the lowest possible level and do not merit a formal response from the university. If after attempting to resolve the issue informally, the issue remains unresolved, a student may then initiate a formal complaint.

Formal Student Complaint

A formal complaint is defined as any complaint submitted through the Student Complaint Form regarding the performance or conduct of university personnel, the payment or refund of a charge, student financial aid, student safety, harassment, discrimination, any complaint that was not able to be resolved at the informal level, or any other issue deemed by a Cabinet member or Dean to be at a severity level requiring in-depth investigation. Complaints that are brought to the university by other means (verbally, by email, etc.) may later be submitted as a formal student complaint if either the student or university personnel completes the Formal Student Complaint Form.
This policy does not replace or supersede other existing policies or procedures for addressing student concerns. Complaints regarding Title IX violations, grade appeals, student conduct appeals, etc., have specific procedures outlined in other university policies. If a student uses the Formal Student Complaint Form to submit a complaint that can be resolved by other standard university processes, the normal processes will be followed, and the resolution will be recorded in the student complaint repository.
Resolution

Process

A resolution is the official response to the complaint. Resolution does not guarantee that the complainant receives the complainant’s desired outcome. Students will receive notification of the resolution in writing via their university email address.
Process for Responding to Formal Student Complaints
1. The student submits a Formal Student Complaint.
2. The complaint is routed to the appropriate administrator.
3. The administrator contacts the student to confirm receipt of the complaint.
4. The administrator (or designee) conducts the investigation and makes a decision. This process may take the form of a unique investigation or referral to a standard university process.
5. The administrator contacts the student to communicate decisions and options.
6. The complaint and resolution will be recorded in the Student Complaint Repository.

Communication Repository

All communication between the complainant and administration concerning a formal student complaint will be maintained by the Office of the Provost. If any complaint contains information that requires additional confidentiality, the President may choose to keep it on file in the President’s office. All complaint documentation will be maintained for seven years after the final date of resolution. The student complaint log will include:
• Date the complaint was sent to the administrator
• Date the administrator acknowledges complaint receipt to the student
• Name of the administrator overseeing the complaint resolution
• Date of resolution communication
• General resolution details and results of the investigation
• Dates on which any follow-up communication was sent to the complainant
• Documentation and links to where the complaint communication is maintained

Student Appeal Process

Upon receiving the resolution response to a formal student complaint, the student has the right to appeal to a cabinet level administrator supervising the area of complaint. If the initial decision was issued by a cabinet level administrator, the student may appeal to the President or designee. The President’s decision is final.

If the student exhausts all internal complaint processes, a student may elect to appeal to external agencies.
Texas Higher Education Coordinating Board (THECB)

After exhausting the institution’s grievance/complaint process as outlined above, current, former, and prospective students may initiate a complaint with the Texas Higher Education Coordinating Board (THECB) following the process outlined on the THECB website at https://www.highered.texas.gov/links/student-complaints under “student complaints.”

Complaint Process for Distance Learning Students
The Higher Education Act and the State Authorization Reciprocity Agreement (SARA) require that LeTourneau University provide both current and prospective students with contact information for filing complaints.
LeTourneau University is committed to providing students opportunities to present their concerns and seek resolutions. LeTourneau University provides several options for students to present their complaints fairly, respectfully, and professionally. Students can follow the Formal Student Complaint process outlined above. If they feel the issues are not resolved, a student from Texas may appeal to the Texas Higher Education Coordinating Board. A description of the process for complaints is available; questions about their complaint process should be addressed to studentcomplaints@thecb.state.tx.us. While the Texas Higher Education Coordinating Board will be the primary authority responsible for complaints, the SARA portal agency in the state where the student is located may assist as needed. Accordingly, students may wish to consult the list of SARA state portal agencies.

For students residing in Texas:
Texas Higher Education Coordinating Board State Entity Contact: Cathie A. Maeyaert, J.D.
Director-Private Postsecondary Institutions
Telephone: (512) 427-6527
Email:cathie.maeyaert@highered.texas.gov
PO Box 12788
Austin, TX 78711

The SARA Student Complaint Process does not cover complaints concerning grades or the student code of conduct.
Student Complaint Appeal Information for Students in a non-SARA state (California)
California students must first follow the AC Grievance Procedure above. If the issue is not resolved satisfactorily, a California resident enrolled in an online program at AC who believes the institution’s administrative processes or educational programs are compromised should notify the California Department of Consumer Affairs (DCA). A complaint may be filed by writing to DCA, or the student can call DCA’s Consumer Information Center (CIC) at:
California Department of Consumer Affairs
Consumer Information Center
1625 North Market Blvd., Suite N-112
Sacramento, California 95834
Telephone: (833) 942-1120

Southern Association of Colleges and Schools Commission on Colleges
LeTourneau University is accredited by the Southern Association of Colleges and Schools Commission on Colleges to award baccalaureate and master’s level degrees. The Commission is to be contacted only if evidence supports an institution’s significant non-compliance with a requirement or standard. All other inquiries or complaints should be directed as outlined above. The Complaint Policy of the Commission on Colleges is available at https://sacscoc.org/app/uploads/2020/01/ComplaintPolicy-1.pdf. The Commission may be contacted at:
1866 Southern Lane
Decatur, Georgia 30033-4097
404-679-4500
https://www.sacscoc.org
Office of Civil Rights

Students who have exhausted all LeTourneau University appeal processes and believes that the University is in violation of federal laws concerning discrimination against a person with a disability or a member of a protected class should contact the Department of Education Office for Civil Rights, U.S. Department of Education, 400 Maryland Avenue, S.W., Washington, D.C. 20202-1100 or www.ed.gov/ocr.