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Student Complaint Process

MacMurray College strives to address student complaints promptly and find the best resolution for all parties involved. Students are encouraged to go to the person most directly involved with the complaint to have a conversation to try to resolve the issue at the lowest level. Students are encouraged to start an informal process with the relevant administrator or designee. The relevant administrator will perform an informal review in an attempt to resolve the issue. If the student is unsatisfied with the results of the informal process, a formal report of the incident or complaint may be submitted following these steps:

  1. Speak with a department head, faculty advisor, athletic director, or member of the senior administration about the incident. The student may wish to speak with a staff member, faculty member, or coach of his/her choosing, who will then direct the student to the appropriate office. The student will be directed to the appropriate department head:
    1. Academic complaint: Academic Advisor, Provost, or Department Chair
    2. Faculty-related complaint: Provost
    3. Student Support Services: Provost
    4. Student-related complaint: Dean of Student Life
    5. Athletics-related complaint: Athletic Director
    6. Facilities-related complaint: Student Life Office, Provost, or Physical Plant
  2. Student will be directed to fill out the Complaint/Incident Report Form. The completed and signed form will be submitted to the appropriate department head. If the complaint involves a department head and there is a conflict of interest, the form should go directly to the Provost office.
  3. If the complaint is related to a student conduct issue, the report will be investigated through the Student Life office in accordance with the student conduct policy as stated in the Student Handbook, The Maggie. If the complaint is related to academics, non-academics, athletics, or facilities, the Provost office will meet with the appropriate staff to investigate the complaint and determine a course of action.
  4. The relevant administrator is tasked with further investigation on a timeline of 7 days to provide a written response to the student and the employee/object of the complaint. During this process, if a meeting is involved, any of the parties may have present a full-time MacMurray employee of the party's choosing as an observer.
  5. The student can appeal the response by sending a written appeal to the Provost & Vice President of Academic Affairs and Student Life (one individual with multiple titles) within 7 business days of the receipt of the written response. The Provost then has 10 business days to investigate and submit a written response to all parties.
  6. The student can request a final review of the Provost's decision by notification in writing within 7 business days of notice. The Provost then has 10 business days to complete the final review and provide a written response to all parties. This decision is final in terms of the institutional process. MacMurray is in compliance with the requirement that students be informed of their ability to take complaints to the state through the Consumer Information webpage that has a link to the Illinois Board of Higher Education.
    Grade grievances go through a similar process as listed in the student handbook, The Maggie.
    1. Student meets with the instructor.
    2. Student meets with the division chair.
    3. Student makes a written appeal to the Provost no later than fourth week following receipt of grades along with names of two faculty members who might review the grades and all relevant supporting documents.
    4. The instructor makes a written response to the Provost that includes relevant supporting documents and the names of two faculty members who might review the grade.
    5. The Provost appoints a 3-member committee using one faculty member from the student's list, one faculty member from the instructor's list, and one faculty member selected by the Provost to chair the committee.
    6. The committee reviews all the materials and makes a written, justified decision that goes to the Provost.
    7. The Provost presents the written summary of the committee's decision to the student.
    8. The student may appeal the decision to the Provost only based on either irregularities in the procedure or additional evidence not available to the committee.
    Petitions related to need to deviate from academic procedures go to the faculty Academic Standards Committee for resolution. The registrar is a member of that committee and has authority to address any complaints that occur during the summer.
    Title IX complaints go to the Title IX coordinator appointed June 2015. Prior to June 2015, these complaints would go to Student Life and then the Provost's office.
  7. The final action steps should be recorded on the Incident/Complaint form and signed. A final decision will be reviewed and approved by the Provost.
  8. The student will be notified in writing by the appropriate department head of final outcomes and the closure of the investigation.
  9. Copies of all documentation about the complaint will be filed in the Office of the Provost.