Student Academic Complaint Resolution Procedure: Undergraduate and Graduate Education
Effective: November 22, 2011
Version History: Approved by EPC on October 12, 2011, Approved by Campus Assembly November 22, 2011; Revised and approved by Teaching & Learning Committee 3-11-15; approved by EVCAA 4-30-15; approved by EVCAA 3-9-2021. Review confirmed by UCC April 16, 2025; approved by EVCP June 20, 2025.
Owner: Academic Affairs
Policy Contacts: Jennifer Mencl (undergraduate), Erik Brown (graduate)
Purpose
This procedure outlines the resolution process for the Duluth campus for addressing student academic complaints of alleged violations of a University rule, policy, or established practice regarding the provision of education covered by Board of Regents policy: Conflict Resolution Process for Student Academic Complaints (see also UMN policy: Addressing Student Academic Complaints). This procedure applies to action taken by (1) an individual instructor or researcher; (2) an academic program, academic department, or college/administrative unit of academic department; or (3) an Associate Dean, Dean, or an Associate Vice Chancellor in Academic Affairs. The goal of this procedure is to provide a simple and fair process that allows for both informal and formal resolution.
Procedures for student complaints regarding academic services are available on the One Stop Student Services “Student Complaints and Grievances” webpage.
Resolutions of student academic complaints under this procedure may include corrective action for the benefit of the student, but may not include any form of monetary compensation or disciplinary action against any employee of the University. If employee discipline is being considered as a result of this student academic complaint resolution process, the appropriate disciplining member of the administration or their designee will follow the procedures in the relevant employment contracts or policies, which may involve a separate investigation.
Retaliation against good faith efforts to pursue the complaint resolution process is prohibited. Reports of retaliation are reviewed, investigated, and resolved in the same manner in which other concerns of misconduct are handled (UMN Policy: Reporting Suspected Misconduct).
The resolution process (including appeal if applicable) does not relieve the student from their obligation to timely meet course or degree requirements. The student should continue to fulfill course and degree requirements following submission of the complaint and throughout the time required for resolution. Additionally, the student academic complaint process does not pause or otherwise delay University actions taken for academic or other reasons; such actions may impact student status or eligibility for University services or resources.
This procedure does not limit the University’s right to change rules, policies, or practices.
Informal Resolution
The student is expected first to review the matter with the course instructor in an attempt to resolve the issue. The course instructor is expected to make appropriate attempts to resolve the matter informally and in a timely manner with the student (within 10 calendar days of the initial contact by the student), presuming the instructor is on contract.
If the matter is not resolved in a timely manner (within 10 calendar days of the initial contact by the student), if the student prefers to address the issue with a department administrator, if the instructor is not on contract, or if the instructor no longer works at UMD, then the student is expected to discuss the matter with the instructor’s department head or designee to seek a resolution before filing a formal complaint.
If the student’s informal complaint involves the department head, the student may seek formal resolution.
Formal Resolution
An Associate Dean in each college is the unit’s designated academic complaint officer. The Associate Dean may not have a direct interest in the dispute. If the Associate Dean is named as a respondent in the student academic complaint, then the college Dean identifies an alternate to conduct the formal resolution procedure.
Step 1. The student files a written complaint with the Associate Dean in the collegiate unit in which the incident is alleged to have occurred. The student may use the complaint form provided with this procedure, or submit a written complaint letter identifying the student complainant (the person making the complaint), the respondent(s) (the accused), the incident, the rule/policy/established practice alleged to be violated, information about informal attempts made, and a brief statement of the remedy the student is seeking. The written complaint must be submitted to the Associate Dean within the first 15 calendar days of the spring or fall term following the incident being challenged (i.e., incidents in fall may be filed 15 calendar days into spring term; occurrences or notices in spring or summer may be filed 15 calendar days into fall term).
Step 2. The Associate Dean will review the complaint and meet as needed with the student and the respondent(s) or other individuals involved to try again to reach a satisfactory, mutually acceptable informal resolution. This step must be completed within 15 calendar days from the date the student filed the written complaint unless there are compelling reasons for delay.
Step 3. If an informal resolution is not reached, the Associate Dean prepares a written report presenting their findings and recommending a resolution of the matter for the Dean of the college. This step must be completed within 30 calendar days from the date the student filed the written complaint with the Associate Dean unless there are compelling reasons for delay.
Step 4. The Dean of the college reviews the Associate Dean’s report and provides a formal resolution to the parties within 15 calendar days of receiving the report unless there are compelling reasons for delay (e.g., the Associate Dean is asked to clarify points of the investigation or seek more information). The Dean has full discretion to accept, modify, or reject the Associate Dean’s recommendations. If the Dean modifies or rejects the Associate Dean’s recommendations, the Dean must state their rationale in writing. The Dean must inform the parties of the right to appeal and procedure for appealing (Step 5).
Step 5. The complainant or respondent may appeal the decision made at the college level to the Executive Vice Chancellor for Academic Affairs and Provost (EVCP; [email protected]) within 15 calendar days of the Dean’s written decision. The appellant (person submitting the appeal) shall state in writing the reasons why the college decision is being appealed, which must be based on procedural reasons or substantive issues that were not properly dealt with in the original formal complaint, along with a copy of the original formal complaint and the Dean’s decision.
Step 6. The EVCP will review the written documents and, at their discretion, may interview the principal parties, discuss the matter with the Dean, and/or consult with any others deemed relevant to the review of the appeal. The EVCP will issue a decision within 15 calendar days of the appellant filing the appeal. The decision of the EVCP is final and cannot be appealed further within the University.
Exceptions:
A. The Associate Vice Chancellor (AVC) is the academic complaint officer for academic units offering courses in Academic Affairs that do not report to any college. For student academic complaints in these academic units, the AVC conducts Steps 1, 2, and 3, the EVCP conducts Step 4, and the Chancellor ([email protected]) receives any appeals and makes the appellate decision (Steps 5 and 6). The timeline of the formal resolution process remains the same.
B. If a student files a written academic complaint against a college Dean or an AVC, the complaint is submitted to the EVCP (Step 1), who appoints a designee such as a Dean or Associate Dean in a different college or a different Associate Vice Chancellor in Academic Affairs to complete Steps 2 and 3. The designee submits their findings report with recommended resolution to the EVCP, and the EVCP completes Step 4. The resolution may be appealed (Step 5) to the UMD Chancellor. The Chancellor has the discretion to decide how to process the appeal, and the decision of the Chancellor is final and cannot be appealed further within the University (Step 6). The timeline of the formal resolution process remains the same.
Definitions
Academic Complaint Officer: College and Academic Affairs positions designated to serve as the primary contact for formal complaints within the respective units and conduct investigations.
Complainant: Individual submitting a complaint.
Respondent: Individual, program, or department identified in the complaint as having violated a University rule, policy, or established practice included in the University policy Addressing Student Academic Complaints.
Appellant: Individual filing an appeal. The appellant may be the complainant or a respondent.
Related Policies
Board of Regents Policy: Conflict Resolution Process for Student Academic Complaints
University of Minnesota Policy: Addressing Student Academic Complaints
Frequently Asked Questions (FAQ)
1. What is the process for an academic complaint regarding a class’s teaching or learning assistant?
The responsible party for a class is the instructor of record. If a student enrolled in the class has an academic complaint regarding a teaching or learning assistant, the student is expected to follow the campus procedure outlined above, beginning with informal resolution and the class’s instructor.
2. Should successful informal resolution be documented?
Written documentation of informal resolution is strongly recommended. The instructor or administrator who informally resolves the matter with the student should email the student with details of the resolution. In turn, the student should respond to follow up as appropriate and/or to confirm their acceptance of the resolution.