Student Complaint Procedure

(Non-Academic Grievance for Students)

Student Complaint Procedure (Non-Academic Grievance for Students)

The purpose of the Student Complaint Procedure is to provide a process for students, both undergrad and graduate, to seek resolution of disputes and complaints that do not fall within the scope of one of the other complaint procedures.

When to Use the Student Complaint Procedure

At North Park University, there are a number of complaint procedures through which students can raise and seek redress for what they believe to be unfair, improper or discriminatory decisions, actions, or treatment. North Park takes all complaints seriously and follows the appropriate policy.

This complaint procedure may not be invoked for matters that have independent appeal processes established. Examples of these include, but are not limited to:

1. If the matter involves an academic decision, the Student Academic Grievance Procedure applies. (Found in the Student Handbook.)
2. If the matter involves a housing or roommate concern, the Student Housing Grievance Procedure applies. (Found in the Student Handbook.)
3. If the matter involves discrimination, harassment, and/or sexual assault, the Policy Against Discrimination and Harassment applies and takes precedence over other complaint procedures that may also apply (e.g., a roommate is accused of harassment).
4. If the matter involves a parking violation, the Parking Violations Appeals process applies.
5. If the matter involves a violation of the policies and community standards in the Student Handbook, then the Student Conduct process applies. (Found in the Student Handbook.)
6. If the matter involves financial aid due to academic progress, the Satisfactory Academic Progress process applies.
7. If the matter involves financial aid award package, the Financial Aid Appeal process applies. (Found in the Academic Catalog.)

If there is no specific procedure already in place, the Student Complaint Procedure may be utilized to formally identify the issue or dispute and seek its resolution. The process is outlined below. Complaints challenging decisions or actions by a vice president, provost, or dean (for which no other specific complaint or appeal process is provided) proceed directly to Step 4.

Examples of actions that may be grieved under this policy:

  • Claims involving the Family Educational Rights and Privacy Act of 1974 (FERPA)
  • Policy or procedure applied unfairly and/or in a different manner than it was applied to others
  • Administrative error in the application of the policy or procedure

Examples of actions which are not subject to the Student Complaint Procedure:

  • To contest an instructor’s evaluation of academic performance
  • Academic probation, disqualification, or other academic decisions by a department, college, or the university
  • University student conduct action
  • Academic dishonesty allegations
  • Parking citations
  • Debt to the University
  • Retaliation for making a complaint under any University Policy
  • Federal and State Laws
  • Employment and personnel decisions
  • Policies of the Board of Trustees

Complaint Procedure

Step 1

The aggrieved student must first confer with the staff member, faculty member, or student involved in an attempt to resolve the problem. If the student is not comfortable with first addressing the staff or faculty member, you may skip to Step 2. You may also choose to report any non-academic complaint through the Report a Non-Academic Grievance form in the EARS.

Using EARS to report a non-academic grievance

Log in to EARS

  1. Log in to EARS using your North Park email address and password.
  2. From the Launchpad, click the life preserver icon labeled Ask for Help.
  3. On the New Referral page, fill out your contact information at the top.
  4. In the Referral section, click the drop-down menu and select Report a Non-Academic Grievance – Student Form.
  5. Fill out each field with as much detail as possible to give the University enough information to properly address your complaint.
  6. Click Preview and review your responses. When you are ready, click Submit to complete your report.

Step 2

Unresolved complaints shall be filed in writing by the student with the appropriate staff or faculty member’s supervisor and/or human resources. In the case of a complaint against a student, the written complaint shall be presented to the dean of students. In consultation with the assistant vice president of human resources, dean of students and/or the supervisor, an inquiry will be conducted and an attempt to resolve the matter impartially and as quickly as possible. This step is generally concluded within ten (10) business days of the dat