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4.1.7.9 Resident Complaint Reporting

Policy Information

Issuing Office

Financial Aid

Affected Parties

Students

Policy Language

General policy for residential undergraduate and graduate student complaints:

Written complaints should be directed to the Liberty University Student Advocate Office by completing the Student Complaint Form (see link below). When a student has exhausted all normal channels and appeal processes and still desires to file a written complaint, they can through the Student Complaint Form. The Liberty University Student Advocate Office may be contacted in cases where a student is uncertain on how to proceed with a complaint, or if a complaint remains unresolved after a reasonable amount of time (studentadvocate@liberty.edu). The Liberty University Student Advocate Office will assess the complaint and identify the appropriate person(s) to assist the student, and/or facilitate contact with the student with the appropriate office(s) to ensure resolution of the complaint.

Policy Rationale

Compliance with SACSCOC regulations

Definition of Glossary Terms

Complaint: Liberty University defines a “written complaint” as any complaint submitted through the official Beacon complaint form as a “Student Complaint”.  Other forms of communication will not be considered official complaints.


Procedural Information

Procedures

Procedure for residential undergraduate and graduate student complaints: 

  1. Students are encouraged to first express concerns to their assigned Professional Advisor within CASAS.
  2. Students may submit a written complaint about an issue occurring during their current or previous term of enrollment.
  3. Student expresses grievance in writing via the complaint form. Only written complaints submitted via the complaint form will be considered official complaints. Complaints submitted via other forums will not be considered official complaints.
  4. Student Advocate reviews complaint and accompanying documentation.
  5. Student Advocate contacts (or assigns the complaint to) other university office for research/decision-making purposes.
  6. Complaint decision is rendered based on research findings.
  7. The decision making party will rule on the complaint and update the online complaint form.
  8. The student will be notified via email of the decision.
  9. If the student is not satisfied with the outcome of their initial complaint, they may appeal within five business days of the rendered decision by providing additional support/documentation for review.
  10. A second review of the complaint will be completed by a higher authority within Liberty University.

Student Complaint Form: https://beacon.os.liberty.edu/beacon/#/new/student-complaint

Sanctions

None specified

Exceptions

None

Date Approved

4/29/2021

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