Student Complaint Process
Taylor University is a community of Christians intentionally united for academic progress, personal development and spiritual growth. As such, we seek to honor Jesus Christ while placing a great deal of importance on relationships and recognizing the need for responsible behavior (see Taylor University’s Life Together Covenant). Consistent with our Christian beliefs and commitments, the University has instituted various mechanisms to identify and address student concerns and complaints. In addition, the University has a federal obligation to track significant student complaints so we may monitor the quality of our services.
Complaint Policies and Procedures
When registering concerns or complaints, students must follow the appropriate procedures. If a student has any questions about the applicable procedure to follow for a particular complaint, the student should contact Jesse Brown, Dean of Students at firstname.lastname@example.org or 765.998.5344.
The process to file a complaint with a state agency or accreditation body may be found here.
Appeals and grievance processes are available for students to address particular issues. If a student has a complaint concerning any of the following matters, the student should refer to the proper resource for assistance:
- Academic Integrity Policy. www.taylor.edu/academics/registrar/catalog.shtml
- Grade/Academic Credit Appeal. www.taylor.edu/academics/registrar/catalog.shtml
- Non-academic Code of Conduct Policy. www.taylor.edu/student-life/student-services/ - student handbook at the bottom of the page
- Policy against Discrimination, Harassment and Sexual Harassment www.taylor.edu/ student-life/student-services/ - student handbook at the bottom of the page
- Title IX www.taylor.edu/student-life/student-services/ - student handbook at the bottom of the page
- ADA (Americans with Disabilities Act) Accommodations. www.taylor.edu/ academics/academic-support/academic-enrichment-center/students-with-disabilities.shtml
- Financial Aid Appeals. www.taylor.edu/admissions/undergraduate/tuition-financial-aid/index.shtml
- Housing Assignment Appeal. (www.taylor.edu/student-life/student-services/ - student handbook at the bottom of the page)
- University employee violations of policy or law. www.my.taylor.edu/manuals/master-policy-manual/financial-fraud-whistleblower-policy
Other Student-Related Concerns
If a student has a complaint that does not fall within any of the categories listed above, the complaint will be processed as one of the following:
- Informal Resolution
The Life Together Covenant identifies “speaking the truth in love” and “reconciliation, restoration and restitution” as among the most desirable expressions of love in our Christ-centered community. Therefore, students are encouraged to speak directly with the mentor, staff member or faculty most concerned with or responsible for the situation that is the cause of the complaint. If this communication does not lead to resolution, or such a discussion is not deemed appropriate, the student may register an informal complaint or, if the criteria below are satisfied, the student may file a formal complaint.
- Informal Complaint
A student may register an informal complaint within thirty (30) days of the event that triggered the complaint. The earlier the communication is made, however, the more likely it is to resolve the matter satisfactorily. Complaints involving academic matters should be made to the dean of the relevant School. Other types of complaints should be made to the Dean of Students. Informal complaints may be made in person or email. Appropriate University administrators or staff will review the matter presented by the student and determine whether any action is required. The student will be notified of the University’s response within twenty (20) days of receipt of the informal complaint. If the student is not satisfied with the decision and/or attempts at resolution and the criteria below are satisfied, the student may file a formal complaint.
- Formal Complaint
A formal complaint must be submitted in writing to the dean of the relevant School or the Dean of Students. Formal complaints must be filed with sixty (60) days of the event that triggered the complaint. Written complaints must:
- State the nature of the complaint
- State the nature of the remedy being sought
- Describe any previous attempts to resolve the issue described
- Be signed by student (not anonymous)
- Be addressed to/submitted to an institutional officer
- Not be a request for a routine decision (e.g., grade change, requirement waiver, etc.)
- Not be an appeal or a grievance for which a defined process already exists
Receipt of the complaint will be acknowledged with fifteen (15) days. The appropriate University administrator will determine whether the complaint meets the criteria above. If so, the University administrator or designated administrators will review the matter. The review may include further investigation and interviews. A final written determination, including any proposed resolution, will be sent to the student within thirty (30) days of receipt of the complaint.
- Tracked Complaint Information
Formal complaints meeting the relevant criteria and deemed of sufficient substance will be tracked by either the Provost’s Office or the Dean of Student’s Office for academic and student development matters, respectively. The following database elements will be tracked:
- Date complaint received
- Student(s) identified with complaint
- Nature of complaint
- Office assigned to address the complaint
- Steps taken to resolve complaint
- Institutions final decision
- External actions by complainant (e.g., lawsuit, EEOC, OCR)
- Institutional Use of Tracked Complaints
A complete record of formal complaints will be kept by either the Provost’s or Dean of Student’s Office. In accordance with federal regulatory and accreditation requirements, the University will annually review student complaints tracked in accordance with this process and will look to identify patterns in types of complaints and their resolution. The Deans’ Council and Student Development Lead Team will annually review academic and student development formal complaints, respectively. The reviews will also include an assessment of what, if any, modifications or improvements the University needs to make as a result of information identified in handling student complaints and a process for implementing appropriate institutional enhancements accordingly.
- Code of Federal Regulations 34 CFR 602.16(a)(1)(ix)
- Higher Learning Commission Policy # FDCR.A.10.030 Institutional Records of Student Complaints