Student Complaint Policy and Procedure

Student Complaint Policy and Procedure

Saint Mary’s University of Minnesota (SMUMN) is committed to respecting all members of our university community and providing a quality educational experience for all students. The objective of the Student Complaint Policy and Procedure is to ensure that the concerns and complaints of undergraduate or graduate students are addressed fairly and are resolved promptly.  Complaints related to this policy are usually the result of behavior that the student feels is unjust, inequitable, or creates an unnecessary hardship.

Students may file complaints if they believe a problem is not governed by other Saint Mary’s complaint or appeal procedures found in the Student Handbooks and Catalogs.  If there is a question regarding which appeal or complaint procedure is the most appropriate, students should contact the Dean of Students.

Procedure

Whenever possible, students are encouraged to seek an informal resolution of the matter directly with the faculty or individual(s) involved. Often a complaint can be resolved in this way. However, if an informal approach is neither successful nor advisable, the student should use the following procedure:

• A student complaint should be submitted through the online reporting form here or at this address (https://cm.maxient.com/reportingform.php?SaintMarysUnivMN&layout_id=7) in Maxient. It should contain (at a minimum) the date and time of the conflict or action, the reason(s) for the complaint, a summary of the complaint, a list of other persons who may provide information and any appropriate documentation. The student must also include the resolution or outcome he or she is seeking. The complaint must be submitted within ten (10) business days of the alleged conflict or action.
• Upon receipt of a completed form, the Dean of Students or their designee may consult with the student and forward the complaint on to the appropriate administrator to seek a resolution.
• The appropriate administrator may request information or documentation needed to address the complaint.
• A review of the complaint with the supervisor(s) or others in the line of supervision may be used when deemed appropriate and beneficial to the process.
• All relative documentation and possible outcomes must be submitted by the student and/or witnesses within ten (10) business days of the date the complaint is filed.
• When possible, the final resolution will be filed in the Dean of Students Office within fifteen (15) business days of the date the complaint is filed. If there are circumstances requiring an extension of this deadline, the staff member/administrator assigned to the complaint will notify the parties involved.
• If the student is not satisfied with the resolution decision, the student may appeal the decision within five (5) business days of the resolution being communicated and a committee will be appointed to review the information and render a final decision. The committee will consist of representatives appointed by the Vice President of Academic Affairs-Winona or Vice President for Academic Affairs-Minneapolis, Online, Rochester (dependent upon student location), and the Vice President for Student Development. The decision of the committee will be final.

A record of all complaints and their resolution will be documented and the records will be kept in the Dean of Students Office for ten (10) years.