FPU-3.0031P 1

OFFICIAL POLICY

Subject/Title: Student Complaint Policy and University Appeals Committee

Policy Number: FPU-3.0031P

_ New _ Revised X Technical Revision Only _ Emergency Policy

Date First Adopted: November 4, 2014

Date Revised: January 17, 2017; July 21, 2021; January 21, 2022

Responsible Division or Department: President’s Office

Initiating Authority: Terry Parker, Provost & Executive Vice President, Academic Affairs

A. APPLICABILITY & PURPOSE:

This policy applies to all university students.

B. POLICY STATEMENT:

It is the policy of Florida Polytechnic University to take the concerns of its students seriously

and seek to provide an optimal environment for learning and personal growth. The intent of

this policy is to provide a venue for students to express thoughtful concerns where no other

forum exists and to provide a final appeals pathway for process that either do not have an

appeals pathway or where existing pathways have been exhausted.

Wherever possible, the University strongly encourages students to seek informal

resolution to any issues they may be facing. The University’s personnel are committed to

advancing the education of the students and active, meaningful dialogue and working

through misunderstandings and disagreements is a large part of the educational

process. Informal resolution of complaints may be continued throughout the execution of

this policy or resorted to at any time during and up to the conclusion of a formal

process.

1. Limitations:

The University Appeals Committee serves as the final appeal board for all complaints

and/or appeals for which no existing appeal process exists in the appropriate policy.

Where other current policies include an appeal process, that policy’s process should

be followed.

2. Authority:

The University Appeals Committee serves as the voice for the President in all matters

brought before it. Its decisions are final and not themselves appealable.

C. DEFINITIONS:

1. “Written Complaint” means a complaint in-writing, and does not include

anonymous complaints; complaints submitted electronically; complaints submitted

via facsimile transmission; complaints on behalf of another individual or group;

complaints forwarded to the University by another party.

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2. “Complaint” means a complaint or concern occurring when a student thinks that an

action or decision by the University affecting him/her is unjust, inequitable or creates

unnecessary hardship. Such complaints include but are not limited to problems with

student or academic services, other university departments, or other matters.

3. “Complainant” means any student who files a formal written Complaint under this

policy.

4. “Student” means any student enrolled or admitted to Florida Polytechnic University.

5. “University Appeals Committee” or “Committee” means a group appointed

annually by the Provost and will consist of three academic administrators (Vice

Provosts, Registrar, or Department Chairs or Directors), two faculty members

appointed by the Provost, and one administrative official outside of academic affairs.

An Office of General Counsel representative will serve in an advisory capacity.

E. PROCEDURES

1. Informal Process. Students are encouraged to seek informal resolution of any

issue before filing a formal written complaint; however, students are not required to

attempt an informal resolution prior to filing a formal written complaint in accordance

with the process detailed below. A student may seek informal resolution by:

a. Talking with the individual he/she believes has caused the Complaint to see if

informal resolution is possible, and/or

b. Talking with the supervisor of the individual he/she believes has caused the

Complaint to see if informal resolution is possible.

c. Availing themselves of the services of the Student Ombudsman Office.

The Student Ombudsman office exists to serve all students of the University.

Reporting directly to the President/designee, the Office operates in an impartial,

informal and non-adversarial manner pursuant to Section 1006.51, Florida Statutes

and Board of Governors Regulation 6.011. Students may voluntarily choose to utilize

the services of the Student Ombuds office at any time, before, during or even after

formal written grievance processes have been exhausted or proven unsuccessful.

The purpose of the Student Ombuds office is to assist students in resolving problems

and conflicts that arise in the course of a student’s interactions with Florida

Polytechnic University. By considering problems in an unbiased way, the Student

Ombudsman works to achieve a fair resolution and works to protect the rights of all

parties involved. The Student Ombudsman will work with students to interpret

University policy, help identify options and strategies for resolving complaints, and

serve as a mediator when appropriate. The Student Ombudsman does not initiate

action on behalf of the student but may refer the student to the appropriate

academic officer.

In service to students, the Student Ombuds office will:

a. Administer, through its processes, fair and equitable services to students

voluntarily seeking assistance with complaints the students have or complaints

students feel were not adequately addressed through formal channels.

b. Operate in accordance with standards of practice, upholding principles of

independence, neutrality, and confidentiality when responding to any student

complaint, inquiry, concern or conflict.

c. Recommend changes to the processes or procedures that hinder resolving the

issue or are causing an inordinate delay.

d. Seek to resolve problems through various methods, including investigation,

mediation or making referrals to the appropriate University department for

review.

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e. The Ombudsman Office receives no formal notice on behalf of the University, nor

do its actions or speech formally represent any position of the University.

2. Formal Process

a. Step One

i. A Complainant must provide a formal written Complaint to the Committee

by providing the Complaint to the Office of the President including:

A. The date of the formal written Complaint.

B. The Complainant’s name, local address, University email address

(for purposes of receiving communications related to the formal

written Complaint) and phone number.

C. The name and location of the office/department or individual with

whom the Complainant has issue.

D. A concise statement of the nature of the complaint and a

description of the events, including dates.

E. A statement of any action previously taken to resolve the

Complaint and the results of these actions; and

F. The outcome desired by the Complainant.

b. Step Two

i. Upon receipt, the President’s Office will transmit the complaint or appeal to

a designee of the University Appeals Committee who will determine

appropriate scheduling for the Committee.

ii. The University Appeals Committee meets at the end of every month during

the regular semester and once in the summer, or as needed, to resolve

complaints or appeals.

iii. The student will be notified by a designee of the Committee as to when the

Committee will hear the complaint/appeal.

iv. Mutual agreement is required to make changes to scheduled hearings.

c. Step Three

i. At the scheduled meeting, the hearing committee will go over the facts of the

case before hearing from any specific parties.

ii. The student should be present at the Committee’s hearing. The student may

bring their own evidence and a support person provided the support person

has signed all appropriate FERPA waivers. The support person may not speak

for, nor present the student’s case. The Committee is not a court of law and

therefore does not recognize outside counsel.

iii. After receiving notice of the scheduled hearing, the student may submit a

timely request for a postponement (at least 24 hours prior to the scheduled

hearing). If the student does not attend the scheduled hearing, the hearing

will take place as scheduled. The same holds true for any other party

presenting to the hearing committee.

This is the final, and only appeal a student may make with respect to a single

issue.

3. Filing Complaint with Florida Board of Governors or Accrediting Agency. If a

student’s Complaint cannot be resolved using this process, the student may file a

complaint with the Florida Board of Governors (BOG) and/or the University’s

accrediting agency, the Southern Association of Colleges and Schools Commission on

Colleges (SACSCOC).

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a. Florida Board of Governors contact:

i. To request that a complaint be addressed by the BOG, a student may

complete and submit the Student Complaint Form to the BOG. That form is

available at the following web address:

http://www.flbog.edu/contact/_doc/ComplaintFormRevisedFinal.pdf

ii. The Florida Board of Governors may be contacted at:

The Florida Board of Governors State University System

325 West Gaines Street, Suite 1614 Tallahassee, FL 32399-0400

Phone: 850.245.0466

Fax: 850.245.9685

E-mail: in[email protected]

b. The Southern Association of Colleges and Schools Commission on Colleges

(SACSCOC):

i. To request that a complaint be addressed by SACSCOC, a student may

complete and submit a complaint form to SACSCOC. That form is available at

the following web address:

https://sacscoc.org/app/uploads/2020/01/ComplaintPolicy-1.pdf

ii. SACSCOC may be contacted at:

Southern Association of Colleges and Schools Commission on Colleges

1866 Southern Lane Decatur, GA 30033

Phone: 404.679.4500

Fax: 404.679.4558

c. Postsecondary Reciprocal Distance Education Council (FL-SARA PRDEC)

Student Complaint Process

i. All student complaints and appeals must first follow the appropriate Florida

Poly procedure listed above and the Florida State University System

procedure. If a Florida Poly distance education student is not satisfied with

the outcome of the institutional and the state process, a formal written

complaint that the terms of the State Authorization Reciprocity Agreement

(SARA)–or of laws, standards or regulations incorporated by SARA–are being

violated may be filed.

ii. Florida Poly students located in a SARA member state may file complaints

with the FL-SARA PRDEC at mailto:[email protected]. Please visit the FL‐

SARA Complaint Process page for more information. Resolution of the

complaint by the Florida SARA PRDEC is final.

Whereas California is not currently a SARA member state, Florida Poly students located

there may file complaints with the institution and state agency complaint process listed

above.

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POLICY APPROVAL

Policy No.: FPU-3.0031P

____________________________ Date ____________

Initiating Authority

____________________________ Date ____________

Policies Committee Chair

____________________________ Date ____________

President/Designee

Approved by Florida Polytechnic University BOT, if required Date ____________

EXECUTED SIGNATURE PAGES ARE AVAILABLE IN

THE OFFICE OF THE GENERAL COUNSEL