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 process for filing Student Complaints is described below.
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 the system described below. Academic Appeals and Grievances will route to the appropriate college.
Student Complaints
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. Complaints placed in writing on this form will be directed to the person who can most appropriately address the complaint. Students will be notified of the actions taken regarding the complaint if applicable.
Academic Appeals and Grievances
The University is committed to supporting students in resolving academic issues through a fair and transparent process. This form serves as the official mechanism for students to submit appeals regarding:
Before completing this form, students are expected to attempt informal resolution with the involved faculty member or administrator. If a resolution cannot be reached, this form must be submitted within the specified timeframe outlined in the applicable policy.
Please read all the instructions carefully and provide complete and accurate information. Incomplete or late submissions may not be reviewed. Supporting documentation should be attached where appropriate. By submitting this form, you acknowledge your understanding of the appeal process and agree to the release of relevant academic information to appropriate university officials for review.
All complaints should first attempt resolution by following the University of St. Francis complaint processes. 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.
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.
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
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
Visit the “University Policies & Procedures” page in the University of St. Francis academic catalog for answers to these questions: