{"id":4674,"date":"2024-10-11T00:00:48","date_gmt":"2024-10-11T05:00:48","guid":{"rendered":"https:\/\/www.nicholls.edu\/student-policy\/?page_id=4674"},"modified":"2025-12-11T13:39:15","modified_gmt":"2025-12-11T19:39:15","slug":"student-complaints-and-their-resolution","status":"publish","type":"page","link":"https:\/\/www.nicholls.edu\/student-policy\/student-complaints-and-their-resolution\/","title":{"rendered":"APPENDIX B &#8211; General Student Complaint Process"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"4674\" class=\"elementor elementor-4674\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-7bb78783 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"7bb78783\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-2d7b5ad3\" data-id=\"2d7b5ad3\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-2e87299c elementor-widget elementor-widget-text-editor\" data-id=\"2e87299c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2><strong>Student Complaints and Their Resolutions<\/strong><\/h2><p><b><i>Procedure for Resolution of General Student Complaints<\/i><\/b><\/p><p><span style=\"font-weight: 400\">Students are encouraged to seek informal resolution of complaints with the individual or department with whom the issue is associated.\u00a0 If the result is unsatisfactory to the student or directly approaching the individual or department is inappropriate or unsafe, students may file a formal written complaint by completing the <\/span><a href=\"https:\/\/cm.maxient.com\/reportingform.php?ÐÓ°É´«Ã½StateUniv&amp;layout_id=0\"><span style=\"font-weight: 400\">General Complaint and Reporting Form<\/span><\/a><span style=\"font-weight: 400\"> which can also be found on the web pages of Student Affairs, Dean of Students, Student Policy and Procedure Manual, University Police, Student Government Association, and Human Resources.\u00a0 Complaints received through email or direct message on social media will receive a reply with the link to the reporting form and directive to complete that form.\u00a0 Although anonymous complaints will be accepted, this may affect the outcome and resolution or delay the process.<\/span><\/p><p><span style=\"font-weight: 400\">General complaints related to this policy typically involve unfair treatment, generally unequal treatment, substandard physical facility conditions, behavior that a student may feel is unjust or creates unnecessary hardship, or other general concerns that warrant actions and are not included in the exclusions list below which have separate complaint policies and protocols.<\/span><\/p><p><span style=\"font-weight: 400\">Considerations for the process:<\/span><\/p><ul><li style=\"font-weight: 400\"><span style=\"font-weight: 400\">If the official who responsible in a particular step is inaccessible for the duration of the days allotted for that step (i.e. vacation, professional travel), a delegate may be assigned to perform duties described herein<\/span><\/li><li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Meetings may be in-person or virtual.\u00a0 The student\u2019s preference should be given priority, but the student should give consideration to using the method that will ensure the process is completed within the allotted time frame(s).<\/span><\/li><\/ul><p><span style=\"font-weight: 400\">Filing of Initial Complaint<\/span><\/p><p><span style=\"font-weight: 400\">The student must file the complaint within 6 months of the date the alleged incident occurred.<\/span><\/p><ul><li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Once the Form is completed and submitted, it will be routed to the direct supervisor or department head of the individual\/department against whom the complaint is filed and that person will contact the student within five (5) working days following the submission of the form to confirm all pertinent information and discuss the process.<\/span><\/li><li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Within ten (10) working days following student contact, the supervisor will do what is necessary to gather information, investigate, or evaluate the complaint, including meeting with the person against whom the complaint is filed.\u00a0\u00a0<\/span><\/li><li style=\"font-weight: 400\"><span style=\"font-weight: 400\">At the end of the information gathering, the supervisor has five (5) working days to recommend a resolution to the student.\u00a0\u00a0<\/span><\/li><\/ul><p><span style=\"font-weight: 400\">Appeal of Resolution of Initial Complaint<\/span><\/p><p><span style=\"font-weight: 400\">If the student does not agree to a resolution as proposed:<\/span><\/p><ul><li style=\"font-weight: 400\"><span style=\"font-weight: 400\">They may file an appeal to the next University officer in the chain of command within five (5) workdays of the notification of the proposed resolution.\u00a0<\/span><ul><li style=\"font-weight: 400\"><span style=\"font-weight: 400\">In the appeal letter, which must be submitted through the Student Complaint Appeal, the student must state with specificity why they believe the proposed resolution to be unacceptable and why their desired resolution is preferable.\u00a0<\/span><\/li><\/ul><\/li><li style=\"font-weight: 400\"><span style=\"font-weight: 400\">The appeal will be decided within ten (10) workdays, based on the student\u2019s letter of appeal as well as all notes and documentation produced during the discussions.\u00a0<\/span><ul><li style=\"font-weight: 400\"><span style=\"font-weight: 400\">The appeal officer may speak with all of the parties involved or with none; however, the appeal officer will not speak with only one of the parties without also speaking with the other(s).<\/span><\/li><li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Formal notification of the appeal outcome will be sent to the student.\u00a0<\/span><\/li><\/ul><\/li><\/ul><p><span style=\"font-weight: 400\">Should the student not find the outcome of the first appeal to be satisfactory, they may continue to the next officer in that chain of command with the same ten (10) day turnaround time, with the University President being the final level of internal appeal.\u00a0 The President may choose to have the President\u2019s Cabinet review the case and submit a recommendation.\u00a0\u00a0<\/span><\/p><p><span style=\"font-weight: 400\">The student may appeal the president\u2019s decision to the Board of Supervisors for the University of Louisiana System. The Board\u2019s review of the matter will be limited to a determination of compliance with established and appropriate procedures at the institutional level.\u00a0 The final decision will be conveyed to the student in writing from the University President\u2019s office.\u00a0<\/span><\/p><p><span style=\"font-weight: 400\">\u00a0<\/span><\/p><p><b><i>Documentation and Record of Process<\/i><\/b><\/p><p><span style=\"font-weight: 400\">The Maxient software system is by nature a centralized reporting and record-keeping system in that all records and associated materials are stored within the system regardless of the reporting source, offices involved, or individual\/department responsible for the final resolution in order to prevent students and cases from \u201cfalling through the cracks.\u201d\u00a0 The primary administrator for the Maxient system is the Dean of Students.\u00a0<\/span><\/p><p><span style=\"font-weight: 400\">All documentation throughout the process must be maintained by the individual departments addressing the complaint and submitted into the Maxient system with the final resolution outcome signed by the last official addressing the case.\u00a0 Elements of the complaint review include case, demographics, contact, incident, electronic file cabinet, assignment, resolution, actions, tasks, notes, and others, which includes the status of the case.\u00a0\u00a0<\/span><\/p><p><span style=\"font-weight: 400\">The student is assured that no retaliatory action will be taken against them for filing and pursuing the resolution of a complaint. All written and otherwise recorded materials relating to the filing and resolution of student complaints are to be considered education records and, as such, are protected by the Family Educational Rights and Privacy Act (The Buckley Amendment).<\/span><\/p><p><span style=\"font-weight: 400\">\u00a0<\/span><\/p><p><b><i>Exclusions\u00a0<\/i><\/b><\/p><p><span style=\"font-weight: 400\">The general complaint process does not apply to certain situations that may have specific sets of protocols for response governed by other entities, regulations, or mandates.\u00a0 The list below addresses most of these but should not be considered exhaustive.\u00a0 If you are looking for a particular area that is not on this list, please contact the Dean of Students office for assistance.<\/span><\/p><p><a href=\"https:\/\/www.nicholls.edu\/academic-affairs\/academic-integrity\/\"><span style=\"font-weight: 400\">Academic Grievance<\/span><\/a><\/p><p><a href=\"https:\/\/cm.maxient.com\/reportingform.php?ÐÓ°É´«Ã½StateUniv&amp;layout_id=3\"><span style=\"font-weight: 400\">Student Misconduct<\/span><\/a><\/p><p><a href=\"https:\/\/cm.maxient.com\/reportingform.php?ÐÓ°É´«Ã½StateUniv&amp;layout_id=0\"><span style=\"font-weight: 400\">Title IX\/Power-Based Violence<\/span><\/a><\/p><p><a href=\"https:\/\/www.nicholls.edu\/housing\/forms-applications\/\"><span style=\"font-weight: 400\">Residential Living Exemptions<\/span><\/a><\/p><p><a href=\"https:\/\/www.nicholls.edu\/parking\/appeals\/\"><span style=\"font-weight: 400\">Parking<\/span><\/a><\/p><p><a href=\"https:\/\/www.nicholls.edu\/academic-suspension\/\"><span style=\"font-weight: 400\">Academic Suspension\/Probation Appeal<\/span><\/a><\/p><p><a href=\"https:\/\/www.nicholls.edu\/financial-aid\/forms\/\"><span style=\"font-weight: 400\">Financial Aid Appeal<\/span><\/a><\/p><p><a href=\"https:\/\/www.nicholls.edu\/health\/immunization-waiver\/\"><span style=\"font-weight: 400\">Immunization Exceptions<\/span><\/a><\/p><p>\u00a0<\/p><p><b><i>Institutional Accountability and Complaint Information<\/i><\/b><\/p><p><span style=\"font-weight: 400\">The State of Louisiana and the U. S. Department of Education have mandated that institutions of higher education have in place a specific procedure for the resolution of student complaints. State and federal governments are most interested in complaints that involve: 1) the mismanagement of federal financial aid funds and 2) false representation of programs and courses of study that may appear in an institution\u2019s various publications.\u00a0<\/span><\/p><p><span style=\"font-weight: 400\">Additionally, ÐÓ°É´«Ã½ is accredited by the Southern Association of Colleges and Schools Commission on Colleges.\u00a0 Students should only contact the Commission if there is evidence that appears to support the institution\u2019s significant non-compliance with a SACSCOC accreditation requirement or standard.\u00a0 It may be reached at <\/span><a href=\"http:\/\/www.sacscoc.org\"><span style=\"font-weight: 400\">http:\/\/www.sacscoc.org<\/span><\/a><span style=\"font-weight: 400\">, 404-679-4500 or 1866 Southern Lane, Decatur, GA 30033.<\/span><\/p><p><span style=\"font-weight: 400\">Although ÐÓ°É´«Ã½ adheres strictly to all rules and regulations and represents as clearly as possible to students the information pertaining to their education here, students who may have complaints in any of these areas are encouraged to bring them to the University\u2019s attention through the procedure outlined above.<\/span><\/p><p><span style=\"font-weight: 400\">\u00a0<\/span><\/p><p><i><span style=\"font-weight: 400\">Approve by President\u2019s Cabinet: June 2021<\/span><\/i><\/p><p><i><span style=\"font-weight: 400\">Revisions Accepted by the President\u2019s Cabinet: March 2023<\/span><\/i><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Student Complaints and Their Resolutions Procedure for Resolution of General Student Complaints Students are encouraged to seek informal resolution of complaints with the individual or department with whom the issue is associated.\u00a0 If the result is unsatisfactory to the student or directly approaching the individual or department is inappropriate or unsafe, students may file a [&hellip;]<\/p>\n","protected":false},"author":6,"featured_media":0,"parent":0,"menu_order":52,"comment_status":"closed","ping_status":"closed","template":"","meta":{"site-sidebar-layout":"default","site-content-layout":"default","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"set","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center 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