Student Life Complaint/Satisfaction Process
Your concerns are important to us. If you encounter a problem involving the application of a Benedictine University policy or procedure or have any other dispute with the University that you cannot resolve informally and which adversely impacts you, you may file a complaint in writing.
For the purpose of this process, a "Complaint" is an expression of dissatisfaction concerning, a University employee, department, service, or process, or a University administrative action, that requires clarification, investigation and/or resolution.
- A complaint must be made in writing, preferably using the Complaint Form below.
- It is important to report complaints promptly and to include a short and concise statement of all the relevant facts and the action or remedy you are requesting so that an investigation can be completed and a resolution achieved.
- Complaints must be filed within 15 business days from the date of the action or occurrence which is the subject of the complaint.
- The Office of Student Life will assign a tracking number to the complaint and acknowledge its receipt using the contact information you have provided on the Complaint Form.
- The Office of Student Life reviews each complaint to determine if it is one upon which action should be taken. If the complaint is properly the subject of the academic or financial appeals processes, or is a question of academic discretion, the complaint will be dismissed without further action.
- The Office of Student Life refers complaints requiring further action to the appropriate academic or administrative official (typically, a Dean or Director, or another appropriate administrator whom they have designated) for investigation and resolution.
- Within 10 business days after receiving a complaint, the Office of Student Life will advise the student in writing either (a) that it has referred the complaint to an administrator for investigation and resolution, and to whom the complaint was referred, or (b) that it has dismissed the complaint and the reason for the dismissal.
- An administrator to whom a complaint has been referred has 20 business days from the date of the referral to investigate and address the complaint. During the investigation and resolution process the administrator will communicate directly with the student who has filed the complaint. At the conclusion of the investigation and resolution the administrator will notify the student and the Office of Student Life in writing of the results of the investigation and the resolution of the complaint.
- The Office of Student Life may extend the investigation period beyond 20 business days by notifying, in writing, the student who filed the complaint, using the contact information provided on the Complaint Form.
- A complaint may be dismissed without further action if the student fails to cooperate in the investigation.
NOTE: Dealing with concerns in the most direct and honest fashion should always be the first step toward resolution. Many problems are resolved when one makes an appointment with a faculty or staff member and calmly and honestly communicates their concerns.
Note for students of the Mesa. Arizona branch campus:
If the complaint cannot be resolved after exhausting the institution's grievance procedure, the student may file a complaint with the Arizona State Board for Private Postsecondary education. The student must contact the state board for further details. Contact:
1400 W. Washington Street, Room 260,
Phoenix, Az 85007
Note for students residing in Texas:
If the complaint cannot be resolved after exhausting the institution's grievance/complaint process, current, former and prospective students may initiate a complaint with the Texas Higher Education Coordinating Board (THECB) by sending the required forms either by mail or email.
The required forms are located at: http://www.thecb.state.tx.us/index.cfm?objectid=051f93f5-03d4-9cce-40fa9f46f2cd3c9d
Rules governing student complaint procedures are located at: http://info.sos.state.tx.us/pls/pub/readtac$ext.viewtac?tac_view=5&ti=19&pt=1&ch=1&sch=e&rl=y
The Texas Higher Education Coordinating Board
Office of General Counsel
P.O. Box 12788
Austin, Texas 78711-2788
Note for students residing in Maryland:
Benedictine University is subject to investigation of complaints by the Office of the Attorney General or the Maryland Higher Education Commission. Complaints should be directed to:
Maryland Attorney General
Consumer Protection Division
200 St. Paul St.
Baltimore, MD 21202
410-528-8662 or 888-743-0823 (toll free)