Complaint Policy and Procedure

The University of Jamestown is dedicated to providing students with resources that will better equip them to have the best possible college experience in positive and empowering ways. This policy is available to individuals who have a complaint regarding a process or person of the university community not covered by existing policies (academic grade policy, discrimination/ harassment, grade appeal and resident life conflict). The objective of the complaint policy is to resolve issues as quickly and efficiently as possible at the level closest to the student.

For the purposes of this policy a complaint is defined as a statement that a situation is unsatisfactory or unacceptable. Complaints can be filed with the university at https://www.uj.edu/student-life/security-and-safety/student-complaints/student-complaint-form/

Procedure:

1. The student will submit the complaint utilizing the online form on the UJ website: https://www.uj.edu/student-life/security-and-safety/student-complaints/student-complaint-form/. The submission will be received by the Dean of Engagement and Student Affairs.

2. Complaints will be forwarded to the appropriate academic or nonacademic area for follow up as noted below:

Academic complaints are submitted to the appropriate Department Chair or Director.
Student Affairs complaints are submitted to the appropriate Director in Residence Life or Student Activities.
Business Office complaints are submitted to the Chief Financial Officer.
Financial Aid complaints are submitted to the Director of Financial Aid.
Records and Registration complaints are submitted to the Registrar.
Unlawful Discrimination and Harassment complaints are submitted to the Title IX Coordinator or Director or Residence Life.
Complaints against the Provost, a Department Chair, Dean, Director or Vice President are submitted to the direct supervisor, such as the Provost or President.
Complaints against the President are submitted to the Chair of the Board of Trustees.
All other complaints are submitted to the Director of Human Resources.

Level 1 Complaint Process

Absent extraordinary circumstances, the person, normally a Chair or Director, to whom the complaint has been submitted conducts, within seven (7) business days of receiving the complaint, a formal conference with the student, permitting her or him to provide any necessary relevant information. The Chair or Director confers with the other person or persons involved and conducts an additional investigation as he or she deems necessary. Absent extraordinary circumstances, a written recommendation is sent within seven (7) business days of the first formal conference. The recommendation is sent to the student and the other involved person or persons. The written recommendation states the background information, the rationale for the recommendation, and the recommended remedy, if any. Copies of the original complaint and the written recommendation are kept in the Student Affairs Office for a minimum of five years.

Level 2 Complaint Process

If the complaint is not resolved in Level 1, the individual initiating the complaint or one of the other involved parties may, with fourteen (14) business days of receipt of the Level 1 recommendation, appeal to the direct supervisor of the person who wrote the recommendation. Absent extraordinary circumstances, the supervisor holds a meeting within fourteen (14) business days of receipt of the appeal or complaint. Absent extraordinary circumstances, a written recommendation is sent to the student and others within fourteen (14) business days of such meeting. In cases of appeals to Level 2, copies of the original complaint and the Level 1 and 2 written recommendations are kept in the Office of Student Affairs for a minimum of five years.

Level 3 Complaint Process

Except in the case of a complaint against the President, where the Board of Trustees has final authority, appeals of the Level 2 recommendation are submitted to the President within fourteen (14) business days. The President makes the final decision. Absent extraordinary circumstances, the President’s written decision is sent to the individual initiating the complaint and the other parties within fourteen (14) business days of receiving the Level 3 appeal. The president’s decision is final. In cases of appeals to Level 3, copies of the original complaint, the previous written recommendations, and the final decision are kept in the Office of Student Affairs for a minimum of five years.

Documentation

Complaints will be recorded with outcomes in the Dean of Student Engagement and Student Affairs office. Quarterly reports will be submitted to the President’s Cabinet with the following information:

Total number of complaints
Nature of complaints received by generic category
Summary record of each complaint received and action taken
Total number or appeals and percentage of decisions which were either upheld or overturned
An annual analysis of any complaint trends noticed and steps already taken or recommended courses of action to address these trends.

Complaints about the University or Program

Any complaint that would fall out of the realm of due process regarding the Program and/or University may be addressed to the Program Director. If an individual has concerns about sending the complaint to Program personnel, he or she may send it to the Provost, University of Jamestown. The Program and University take all complaints seriously and will review any complaint in an expedient manner and take any appropriate action that is warranted.
Once a complaint is made, the Program Director or the Provost will be directly involved in contacting the complainant and gathering any available information (within fifteen (15) business days). The Provost will be notified of all complaints. If the matter is resolved, the Program Director or the Provost will write a letter to the complainant acknowledging resolution of the matter. A copy of the letter will be kept on file in the Program Director’s office and the Provost’s office for five (5) years.
If the matter is not resolved to the satisfaction of the complainant or the complaint is about the Program Director, the complainant may submit a written complaint directly to the Provost, University of Jamestown. The Provost will meet with each party separately and may schedule a combined meeting with the two parties in order to resolve the complaint. A letter outlining the resolution by the Provost will be filed with the complaint in the Provost’s office. A copy of the resolution may be sent to the complainant at the discretion of the Provost. A copy of the letter will be kept on file in the Provost’s office for five (5) years.

Students and others who wish to file a complaint about the university may also do so with one of the following agencies:

Filing a Complaint with CAPTE

Any complaint regarding the University of Jamestown Physical Therapy Program may also be filed with the Commission on Accreditation in Physical Therapy Education (CAPTE):

Department of Accreditation
APTA
3030 Potomac Ave., Suite 100
Alexandria, VA 22305-3085
Telephone: 703-684-2782/800-999-2782
Fax: 703-684-7343
Email: accreditation@apta.org
Website: http://www.capteonline.org

Filing a Complaint with NC-SARA

A student complaint not resolved through the University’s procedures as described in this handbook may be filed with the National Council for State Authorization and Reciprocity Agreements. These complaints can be mailed or emailed to the following individuals:

Claire Gunwall
Director of Academic Affairs & Workforce Innovation
North Dakota University System
600 E Boulevard Ave, Dept 215
Bismarck, ND 58505-0230
Phone: 701-328-4140
Email: claire.gunwall@ndus.edu

Information about the NC-SARA complaint process can be found online at https://ndus.edu/state-authorization-sara

Arizona State Board for Private Post-Secondary Education

If the student complaint cannot be resolved after exhausting the Institution’s grievance procedure, the student may file a complaint with the Arizona State Board for Private Post- Secondary Education. The student must Contact the State Board for further details. The State Board address is:

1740 W. Adams Street, #3008

Phoenix, AZ 85007

Phone: 602-542-5709

Website: https://ppse.az.gov/