The University of St. Francis is concerned with how students are treated, wants to help them understand process and procedures, and wants to hear and resolve student concerns and grievances. A “Complaint” is defined as an expression of serious dissatisfaction concerning a university employee, department, service, process, or a university administrative action that requires clarification, investigation and/or resolution because the student believes the result to be unfair or inconsistent with USF policy or usual practices. The processes for filing complaints/grievances are described below.
Students are encouraged to take complaints about a person or office directly to the person against whom the complaint is directed. However, not all complaints can be resolved one on one. Therefore, the university has created an online process by which a student can file an official complaint. All complaints will be managed by an impartial representative of USF who is not involved in the area of the complaint. Complaints submitted on this form will be directed to the person who can most appropriately address the complaint. There will be no adverse action taken against the student for registering a complaint. Students will be notified of the actions taken regarding the complaint.
Students can also file an Academic Appeal (appeal academic sanctions, injunctions, or dismissals), General Academic Grievance (academic grievances or academic issues related to specific classes), or a Grade Dispute (a formal appeal of a final grade received within a course) through this same system. Academic grievances and appeals will route to the appropriate college.
Both complaints and appeals are initiated through the Student Complaint and Appeal Form, which is available on the MyUSF Portal.
Students are encouraged to take complaints about a person or office directly to the person against whom the complaint is directed. If they cannot resolve the issue or reach a satisfactory resolution they may file a formal complaint.
Procedure
1. Complaints are initiated through the Student Complaint and Appeal Form, which is available on the MyUSF portal. Complaints submitted on this form will be directed to the person who can most appropriately address the complaint. There will be no adverse action taken against the student for registering a complaint.
2. The complaint must be filed in a timely fashion, usually within 30 days of the occurrence of the action that led to the complaint.
3. The student will be notified of the actions taken to address the complaint.
Resolution
1. All attempts at resolution will be made by the office or person directly related to the complaint.
2. If there is no resolution, the complaint will be sent to administrator overseeing the department with the complaint for possible mediation should both parties agree to it.
3. If a mediation is completed, a written response from the administrator overseeing the department with the complaint will be provided to the complainant within 10 days of the receipt of the complaint.
All complaints should first attempt resolution by following the University of St. Francis complaint process. If after completing the process the student does not feel their complaint has been resolved appropriately, the following options are available.
If an on-campus student does not feel that their complaint has been resolved through the USF Complaint Process, they can contact the Illinois Board of Higher Education through the Illinois Board of Higher Education (IBHE) Institutional Complaint System.
If an online or off-campus student does not feel a complaint has been resolved through the USF process, he or she may take the complaint a step further to his or her state’s higher education department.
Most states belong to the State Authorization Reciprocity Agreement (SARA). For online students who live in SARA states: the Illinois Board of Higher Education (IBHE) has the responsibility and authority to resolve complaints against Illinois institutions including the University of St. Francis. Here is a link to the Illinois Board of Higher Education (IBHE) Institutional Complaint System.
New Mexico Students
If a complaint cannot be resolved by USF, New Mexico students can contact the New Mexico Higher Education Department (NMHED). NMHED has authority to help facilitate resolution to student complaints, only after the student has utilized all internal complaint procedures at the educational institution. After receiving a Student Complaint Form, NMHED staff will review the form and attachments. NMHED may contact the student via email for additional information or clarification. If the initial review falls within the purview of NMHED we shall attempt to facilitate a resolution to the complaint by sending a copy of the complaint to the institution against which the complaint has been made. All parties will be notified of the outcome of the complaint.
All Students
If a student has exhausted all of the University of St. Francis options and their state options for handling complaints, the student may contact our accreditation organization, the Higher Learning Commission (hlcommission.org), through their online complaint system.
The University of St. Francis and the Office of Accessibility Services (OAS) support your right to file a grievance when you believe you have been denied equal access as described in Section 504 of the Rehabilitation Act of 1973 and The Americans with Disabilities Act (ADA) of 1990. ADA was enacted to protect individuals with disabilities against discrimination in areas of employment, housing, public accommodations, education, transportation, communications, health services, and access to public services.
USF policy is to provide all reasonable accommodations needed by students with disabilities. These procedures are written to help students understand avenues available to them should they still find it necessary to file a grievance.
There are two grievance procedures listed below. The first is for raising concerns about issues with the university, faculty, staff, academic department, non-academic department, program, and/or organization. The second is for individuals whose concern is with decisions made by, or consideration received from, OAS and/or an OAS staff member. While a grievance is being reviewed by these policies, the decision made by OAS will remain in effect until such time as that decision is altered or overruled through the grievance process.
Resolving OAS Grievances with the University, Faculty, and/or Staff, Academic Department or University Non-academic Department, Program or Organization
A. Students are encouraged to submit in writing within (10) business days their concerns to OAS. The Office of Accessibility Services will attempt to resolve the issues causing concern by assisting the student in discussing issues with the faculty member, department, or program, participating in such discussions, or calling the faculty member and/or head of the department in an effort to clarify and resolve issues. On occasion, the Director of Academic Center for Excellence may be consulted, or a meeting convened in order to develop a resolution. All involved parties will be notified by OAS of progress, finding or resolution within (10) business days.
B. If either the student or OAS are not satisfied with the solution, the student should submit their grievance within (10) business days through the university’s online official complaint process.
Student Complaint & Appeal Form
Resolving OAS Grievances with OAS and/or OAS Staff Member
A. When a student has a concern with a decision made by OAS and/or one of its staff members, it is recommended that the student first discuss those concerns with OAS within (10) business days to attempt a resolution.
B. If the complaint is not resolved with OAS, or the student has a specific reason the complaint can’t be discussed with the Office of Accessibility Services, the student should submit within (10) business days their grievance through the University’s online official complaint process
Other Helpful Links
Visit the “University Policies & Procedures” page in the University of St. Francis academic catalog for answers to these questions:
- What is the process for filing an academic grade grievance?
- What is the process for filing grievances for other academic matters?
- What is the appeal process for academic probation or dismissal?
- What is the appeal process for alleged violations of academic integrity?
