Student Grievances
The University of Tennessee Southern attempts to maintain an atmosphere that encourages students to discuss their questions and concerns with the appropriate instructors or staff members before involving others. However, should discussion not resolve a perceived problem, after all other means are exhausted, there is an official grievance procedure. The Vice Chancellor for Student Affairs and Enrollment is the university official responsible for assisting in this process. In certain areas there are standing committees that handle appeals (e.g., Admissions and Financial Aid Appeals Committee).
A student grievance is any registered dissatisfaction, complaint, or injustice a person may perceive while affiliated with the University of Tennessee Southern, either as a prospective, currently enrolled, or recently graduated student. UTS provides a procedure to assist faculty and students in resolving student concerns about academic integrity, policy, and grades issued. The teaching faculty is responsible for issuing grades; however, students who believe a faculty member has violated their academic rights may seek recourse through the grievance procedure. This procedure also is followed if students believe they have been subjected to discrimination or harassment, their basic civil rights have been violated or their privacy has been invaded, in which case the Vice Chancellor for Student Affairs and Enrollment would be the point of contact. Students can initiate a grievance resolution but must attempt to resolve their grievance through the informal process first.
Informal Process
In academic matters, the student should request a conference with the instructor involved within five working days after the event occurs (or after grades are received, if this is the case). If the conference does not resolve the dispute or problem, the student should request a conference with the School chair. If this discussion does not resolve the dispute or problem, at that point, the student may request a meeting with the Provost or Associate Vice Chancellor of Student Affairs depending on the nature of the issue, in hopes to resolve the issues.
Formal Process
A student who has completed the informal process within the specified times and is not satisfied with the results may then appeal in writing to both the Provost and the Vice Chancellor of Student Affairs and Enrollment within seven calendar days after the conference with the appropriate School chairperson and/or Provost. The Provost and Vice Chancellor for Academic Affairs will meet with the School chairperson to review and reach a decision regarding the grievance. This decision will be final and the student will be notified in writing within five working days.
Accurate records of all written student grievances will be confidential and will be maintained by the Office of the Vice Chancellor for Student Affairs and Enrollment or Provost and Vice Chancellor for Academic Affairs, depending on the nature of the grievance.
The procedure for student grievances is consistent for all students. Students should be aware that should they have concerns or complaints about their program or their financial aid, this institution has a complaint procedure. To the extent possible, students should seek a resolution of such matters through the institution’s complaint procedure (see Student Handbook, under “Grievance and Problem Resolutions”) before involving others. Should the institution not be able to resolve a financial aid problem, the student may contact either the State Postsecondary Review Program office at the Tennessee Higher Education Commission at (615) 532-8276 or the federal Office of the Ombudsman at 1-202-401-4498 or toll free 1-877-557-2575 in Washington, DC.
State of Tennessee Complaint Procedures
Should the institution not be able to resolve the student complaint, the student has the right to contact the state of Tennessee and its appropriate agency to determine the course of action. Complaints can be filed with the following agencies in Tennessee:
Complaints related to the application of state laws or rules related to approval to operate or licensure of a particular professional program within a postsecondary institution shall be referred to the appropriate State Board (e.g., State Boards of Health, State Board of Education, and so on) within the Tennessee State Government and shall be reviewed and handled by that licensing board (http://www.tn.gov, and then search for the appropriate division).
Complaints related to state consumer protection laws (e.g., laws related to fraud or false advertising) shall be referred to the Tennessee Division of Consumer Affairs and shall be reviewed and handled by that Unit (http://www.tn.gov/consumer/).
Southern Association of Colleges and Schools Commission on Colleges (SACS- COC)
Allegations regarding noncompliance with accreditation standards, policies, and procedures may be made to SACS-COC, 1866 Southern Lane, Decatur, GA 30033-4097. (The Commission’s complaint policy, procedure, and the Complaint form may be found on their website, www.sacscoc.org/app/uploads/2020/01/ComplaintPolicy-1.pdf).
Non-Tennessee Resident Students in State Authorization Reciprocity Agreement States
Student complaints relating to consumer protection laws that involve distance learning education offered under the terms and conditions of the State Authorization Reciprocity Agreement (SARA) must first be filed with the institution to seek resolution.
Complainants not satisfied with the outcome of the Institution’s internal process may appeal, within two years of the incident about which the complaint is made, to the Tennessee Higher Education Commission (https://www.tn.gov/thec/bureaus/student-aid-and-compliance/postsecondary-state-authorization/request-for-complaint-review.html).
For purposes of this process, a complaint shall be defined as a formal assertion in writing that the terms of SARA or the laws, standards or regulations incorporated by the SARA Policies and Standards (http://www.nc-sara.org/content/sara-manual) have been violated by the institution operating under the terms of SARA.
For a list of SARA member States, please visit the NC-SARA website (http://nc-sara.org/sara-states-institutions). Students residing in non-SARA states should consult their respective State of residence for further instruction for filing a complaint.