Student Complaint Log Policy

Purpose of Policy

This policy governs the procedures by which the administration and faculty log any student-related complaint and outlines how the Student Complaint Log is maintained.

It is not intended to override the published grievance policy for students to formally report a complaint.

Definitions

• Complaint: Any grievance regarding a department, service, or individual that arises during a student’s time at PHSU. Examples include, but are not limited to:

        - A student complaint against another student, faculty member, resident, department, or service.

         - A complaint from PHSU administration, faculty, or resident against a student.

• Informal Complaint: A complaint expressed verbally or in writing to a relevant administrator or faculty member, which is not processed through a formal University procedure. It may involve discussion with relevant parties to gather information and explore options for resolution. It does not involve a formal investigation or the collection of evidence.
• Formal Complaint: A concern that has not been resolved informally and is submitted in writing to the Vice President of Student Affairs, as outlined in the University’s Grievance Policy.

Policy and Process

All administrators, faculty, and residents are required to log any informal or formal complaint via email to studentcomplaints@psm.edu, with a copy to the appropriate Dean, within five (5) business days of receiving the complaint.

For Informal Complaints, the email should include:

1. Name of the student.
2. Date the complaint was expressed.
3. Nature of the complaint (e.g., the person, department, or service involved, and the surrounding circumstances).
4. Steps taken to resolve the complaint, including the name of the person who responded and any supporting documentation.
5. Final resolution, action taken, or explanation, including the date and referral to the appropriate Dean if unresolved and/or a recommendation to the student to formally submit a written complaint under the Grievance Policy.

For Formal Complaints, the Vice President of Student Affairs will record the complaint in the Student Complaint Log, which must include:

1. Name of the student.
2. Date the complaint was submitted.
3. Nature of the complaint (person, department, or service involved, and the circumstances).
4. Steps taken to resolve the issue, including the name of the responder and all related documentation.
5. Final resolution, action taken, or explanation, including the date of resolution.

Responsibilities of the Vice President of Student Affairs

• The Vice President of Student Affairs is responsible for:
• Maintaining a log of all formal and informal student complaints in the Office of Student Affairs.
• Ensuring that informal complaints are addressed by the appropriate Dean within ten (10) business days of receipt. Formal complaints follow the guidelines set forth in the University’s Grievance Policy.
• Ensuring the resolution is reported back to the Office of Student Affairs.
• Ensuring that the final resolution is recorded in the Student Complaint Log.

Note: PHSU has published policies on grade appeals. Grade appeals are not considered student complaints and should not be included in the Student Complaint Log.