Student Complaint Reporting Policy
Glenville State University respects the rights of students to pursue a quality education and to engage with the University’s services, personnel and activities in an environment free of inappropriate behavior or undue conflict. This policy provides students with a pathway to file a formal complaint regarding personnel or situations impeding a student’s educational experience.
Any individual who is currently a part-time or full-time student or who has been a student within the past two semesters (one year) when the underlying facts and circumstances of the complaint first occurred and who has not been suspended or dismissed or otherwise is required to re-apply for admission is eligible to file a complaint under this process.
A student complaint is any written complaint made and signed by a student that is received by the Provost.
The following matters are not handled as Student Complaints within the scope of this policy:
- Disputes about grades and academic standing are handled through the Academic Appeals Process (see GSU Student Policy 37, Grade Appeal Form, and Academic Petition form).
- Concerns about student life are addressed through the Student Life Complaint process.
- Complaints or grievances arising from or in connection with student employment at GSU. These complaints should be directed to the University’s Human Resources office.
- Curriculum matters, including waiver of course requirements. These issues are to be directed to the Provost through the appeal process.
- Registration complaints and appeals must be directed to the Registrar.
- Financial Aid Satisfactory Academic Progress appeals are made via the Financial Aid SAP Appeal form
- Sexual harassment, violence, or discrimination as well as ADA complaints are attended to in the university's Title IX processes (see also GSU Administrative Policies 6, and 6A, and formal complaint form)
- Issues around student behavior are referred to and resolved through the Behavioral Intervention Team
If a student concern falls into any of the above categories, the pathways indicated above should be followed in resolving the complaint. If the complaint does not fall into any of the above categories, the student may file a formal complaint using the process below.
Process for Submission
When a student encounters a problem on campus that he/she does not know how to resolve, he/she should always try to work the problem out by first discussing it with those involved. Dealing with concerns in the most direct and honest fashion should always be the first step toward resolution. Many problems are resolved when a student makes an appointment with a faculty or staff member and calmly and honestly communicates concerns. If, however, an issue or problem still exists, a student may initiate the formal complaint procedures at Glenville State University. All formal complaints must be put in writing using the Student Complaint Form and must be electronically signed by the student.
Who May File a Complaint
An individual who is currently a part-time or full-time student or who has been a student within the past two semesters (one year) when the underlying facts and circumstances of the complaint first occurred and who has not been suspended or dismissed or otherwise is required to re-apply for admission is eligible to file a complaint via this process. No person shall file a complaint on behalf of another person.
Hearing Protocol and Panel Membership
Complaints received will be heard by a three-person panel (with membership as described below) within 10 business days of receipt. The hearing panel shall include a student representative recommended by the Student Government Association (see below for selection rules), a faculty representative (the Faculty Senate President or designee), and an administrative representative (a dean or department chair who is not the leader of the academic division in which the student raising the complaint or the respondent of the complaint are associated.) No member of the panel shall have direct involvement in the complaint.
Student membership on the panel shall follow the following selection hierarchy, as outlined in the 2024-25 Student Judiciary Article of the Student Government Constitution: a Student Judiciary Justice, beginning with the Chief Justice, and progressing through Justices 2, 3, 4, and 5 if necessary to appoint a student representative who does not have a relationship with the student complainant or the staff or faculty person that is the focus of the complaint. Should all student justices have a substantial relationship with the complainant or respondent, the student representative shall be appointed from the Student Government Association officers, progressing from President to Vice President to President to Pro-Tempore to Majority Leader to Speaker of the Representatives until a student who does not have a substantive relationship with either the complainant or respondent is identified. In the unlikely event that all student justices and Student Government Association officers have a substantial relationship with the complainant and/or respondent, the President of the Student Government Association shall appoint an impartial student representative.
All members of the hearing panel shall sign and be bound by a confidentiality agreement before, during, and after the hearing. Respondent and complainant will be asked to maintain confidentiality for the duration of the hearing and appeal process (if an appeal is filed).
The administrative representative shall chair the panel and call the meeting. Administrative assistance (i.e. recording minutes and assisting in scheduling the hearing) shall be provided by the Office of Academic Affairs.
Recommendations from the panel will be made to the Provost within five business days after the hearing. The Provost will review the recommendations and notify the student in writing of the resolution within 5 business days of the receipt of the recommendation.
Appeal Process
Either the complainant or respondent may appeal the decision of the Provost to the President. This appeal must be in writing, submitted to the Office of the President, and cc'd to the President's Administrative Assistant (currently Jamie Pennington: jamie.pennington@glenville.edu)
Should a student remain unsatisfied with the resolution after having appealed to the president, the student may escalate the complaint to the West Virginia Higher Education Policy Commission (see https://www.wvhepc.edu/wp-content/uploads/2021/10/Student-Complaint-Process.pdf) or, if the issue is related to the university's accreditation status, to the Higher Learning Commission (see https://www.hlcommission.org/Students-Communities/complaints.html). Students considering a complaint to the Higher Learning Commission should review their policy on which complaints they will and will not hear.