Grievance
A grievance is a formal disagreement or dispute between a student and a university employee about how the university's non-academic policies, procedures, or services are interpreted or applied. This issue must negatively impact the student. Grievances may arise from claims such as: failure to provide services, unfair or unreasonable actions by a university employee or office, unequal treatment in the application of policies or procedures, or administrative errors in applying those policies or procedures.
A grievance at LCOOU is different from an academic appeal, as it focuses on service-related issues rather than the results of coursework. Learners may file a grievance when there is an unresolved disagreement between them and the university (an office or individual) concerning services provided or non-academic decisions. This policy applies to matters not covered by other university policies.
If a disagreement about an academic evaluation is related to a service issue, the service matter will be investigated and resolved first.
Informal Resolution
Students are encouraged to try to resolve a grievance informally by talking to the person, administrator, or office involved.
Formal Grievance
If the student is not satisfied with the response, they may submit a formal written grievance to the incident management system Guardian.
The formal grievance must be filed within 30 business days of the service or decision. The student should clearly state the nature of the grievance, the solution they are seeking, and describe any previous attempts to resolve the issue.
The Dean of Student Services or their representative will lead the Grievance Committee in review of the grievance and provide a written response, including appeal information, within 14 business days of receiving it, with a copy sent to the registrar and the program director for record retention. If more time is needed due to special circumstances, the student will be notified. The Grievance Committee will be made up of five representatives of faculty and staff who have no previous knowledge of the grievance.
Appeal of Formal Grievance Decision
If the student is not satisfied with the formal grievance decision, they may submit a written appeal to the President or their designee through the incident management system Guardian. The appeal must be submitted within 14 business days of the formal grievance decision being communicated. The student should clearly explain the reason for the appeal. The president or designee will review the appeal and provide a written response within 14 business days. This decision is final.