Student Complaint Process

Definitions

Informal ComplaintAn informal complaint is defined as an academic or non-academic issue or concern that a student has with a faculty/instructor, staff member, administrator, or department or program of the University.

Formal Complaint – If a complaint is not satisfactorily resolved informally, the student may submit a formal complaint via the process described on this webpage. The appropriate University official will review the complaint, conduct any appropriate inquiry/information-gathering, and, in consultation with their supervisor or area vice president, issue a written determination to the student in a timely manner. Unless specified otherwise in University policy, the decision of the designated official will be final.

Background

Notre Dame of Maryland University participates in Federal student aid programs that are authorized under Title IV of the Higher Education Act of 1965.

Title 34 CFR §668.43(b) requires that institutions, “make available for review to any enrolled or prospective student upon request, a copy of the documents describing the institution’s accreditation and its State, Federal, or tribal approval or licensing. The institution must also provide its students or prospective students with contact information for filing complaints with its accreditor and with its State approval or licensing entity and any other relevant State official or agency that would appropriately handle a student’s complaint.”

To comply with this regulation, NDMU makes every effort to resolve student complaints internally, using policies and procedures outlined in several publications such as the University CatalogsStudent Handbook, and this process as outlined below. Students are expected to familiarize themselves and fully utilize any and all administrative policies, procedures and/or resources provided by NDMU.

Guiding Principles 

  • NDMU promotes a campus community that is grounded on several values including integrity, respect, and civility. 
  • NDMU strives to provide students a positive academic experience by creating a collegial environment in which questions/concerns may be resolved internally in a fair and timely manner. 
  • If a question or concern arises, students are encouraged to first seek informal resolution by scheduling a meeting (preferably face-to-face) with the faculty, staff, administrator, office or designated point of contact involved as soon as possible so that the situation can be addressed in a timely manner.
  • If a question or concern is not satisfactorily resolved with the faculty, staff, administrator, office or designated point of contact involved, students are then encouraged to schedule a meeting with the next level supervisor or dean, and so forth. See chart below and use the NDMU Directory for assistance looking up an individual/office.
  • In rare instances when a matter continues to go unresolved, and all earlier attempts to find a resolution have been exhausted, students may file a formal complaint.

External Complaint Processes

Many external agencies require that all institutional procedures be followed before a concern will be considered. Before contacting one of these agencies, Notre Dame of Maryland University encourages students to inform the University of the complaint first via the appropriate process listed above. We are eager to listen and assist in resolving any issues you may have with the University.

Informal and Formal Complaint Points of Contact List
 

Informal Complaint/Resolution Points of Contact (POC)

Formal Complaint Method

Office/Issue

Some offices/issues have a specific policy applicable. In such cases the policy is linked.

Initial POC:

Escalation POC:

How Received:

Academic Affairs

Associate VP for Academic Affairs

Provost and VP for Academic Affairs

NDMU Complaint Form

 

Academic Dismissal Appeal – See Undergraduate Catalog

 

N/A

N/A

Associate VP of Academic Affairs

Accessibility

Director of Accessibility and Student Inclusion

 

Title IX/504/ADA Coordinator

Non-Discrimination Report Form

Athletics

Director of Athletics

VP for Enrollment Management and Marketing

NDMU Complaint Form

Business Office

Controller

VP of Finance and Administration

NDMU Complaint Form

 

Community Standards

Associate Dean of Student Life

Associate VP for Student Life and Dean of Students

 

And then:

VP for Enrollment Management and Marketing

NDMU Complaint Form

 

Counseling Center

Director of Counseling Center

Associate VP for Student Life and Dean of Students

 

And then:

VP for Enrollment Management and Marketing

 

NDMU Complaint Form

 

Discrimination/Harassment/Bias

Title IX/504/ADA Coordinator

N/A

Non-Discrimination Report Form

 

Facilities (non-residence hall)

Director of Facilities Management

VP of Finance and Administration

NDMU Complaint Form

 

Financial Aid

Director of Financial Aid             

VP of Enrollment Management and Marketing

 

NDMU Complaint Form

 

Grade Appeal – See Undergraduate Catalog; or Graduate Catalog

 

Faculty Member

Department Chair or Associate Dean

 

Dean

Housing & Residence Life

Director of Housing and Residence Life

Associate VP for Student Life and Dean of Students

 

And then:

VP for Enrollment Management and Marketing

 

NDMU Complaint Form

Human Resources

Director of Human Resources

VP of Finance and Administration

NDMU Complaint Form

 

Information Technology

Directory of Information Technology

Chief of Staff & VP for Planning and External Affairs

 

NDMU Complaint Form

Loyola-Notre Dame Library

Director of the LNDL

NDMU Provost and VP for Academic Affairs

 

NDMU Complaint Form

 

Public Safety

Director of Risk Management

VP of Finance and Administration

NDMU Complaint Form

 

Registrar/FERPA

NDMU Registrar

Provost and VP for Academic Affairs

NDMU Complaint Form

 

Sage Dining

SAGE General Manager

VP of Finance and Administration

NDMU Complaint Form

 

School of Arts, Sciences & Business

Department Chair or Associate Dean

Dean for SASB

 

And then:

Provost and VP for Academic Affairs

 

NDMU Complaint Form

 

School of Education

Department Chair or Associate Dean

Dean of the SOE

 

And the:

Provost and VP for Academic Affairs

 

NDMU Complaint Form

 

School of Nursing

Department Chair or Associate Dean

Dean of the SOE

 

And then:

Provost and VP for Academic Affairs

 

NDMU Complaint Form

 

School of Pharmacy & Health Professions

 

Department Chair or Associate Dean; or Program Director (OT and PA)

Dean of PHP

 

And then:

Provost and VP for Academic Affairs

 

NDMU Complaint Form

 

Sexual Misconduct/Title IX

Title IX/504/ADA Coordinator

 

N/A

Title IX Report Form

 

Student Engagement

Director of Student Engagement and Community Programs

Associate VP for Student Life and Dean of Students

 

And then:

VP for Enrollment Management and Marketing

 

NDMU Complaint Form

Not Listed/Other*

N/A

N/A

NDMU Complaint Form

*The above list is not exhaustive. If the office/issue related to your concern is not listed above, you may contact the Associate Vice President for Student Life for guidance on the proper POC.

Unless otherwise specified, the University generally aims to respond to all informal and formal student complaints within two (2) to five (5) business days; and resolve the matter within ten (10) business days. Timelines may be extended on a case by case basis given the individual circumstances and complexity of each complaint. Each Department is responsible for maintaining a log and complete record of formal complaints.

Review the Student Complaint Process Reporting Flowchart for additional information.

Students may report student conduct, academic integrity, and other miscellaneous related incidents involving other students via the Incident Report Form.

Maryland Higher Education Commission

If you are unable to resolve your concerns within the University processes, you may file a complaint with the Maryland Higher Education Commission (MHEC)—which authorizes the University to offer undergraduate and graduate level certificates, baccalaureate, master’s, and doctoral degrees.

Maryland Higher Education Commission
6 North Liberty Street, 10th Floor
Baltimore, MD 21201
Telephone: (410) 767-3301
mhec.maryland.gov

MHEC Complaint Process

MHEC Complaint e-Form

This complaint process is for Maryland residents enrolled in face-to-face, hybrid, or fully remote programs at NDMU in MD, and out-of-state students enrolled in face-to-face or hybrid programs at NDMU in MD.

National Council for State Authorization Reciprocity Agreements

Notre Dame of Maryland University is a member of the National Council for State Authorization Reciprocity Agreements (NC-SARA). Students enrolled in distance learning educational programs who live in another member state may engage in the NC-SARA complaint process. Complaints through NC-SARA are managed by each state’s regulatory agency. For NDMU the state portal entity is MHEC. Details for the NC-SARA complaint process can be found here.

The NC-SARA process is for students who have first exhausted the member institution’s internal processes for handling complaints, and continue to be dissatisfied with the outcome.

Students living in a non-NC-SARA member state who are engaged in a University distance learning program should contact their home state’s educational agency for information on how to file a complaint.

 

State Portal Entity Contact
Alexandra (Alix) Chaillou
Associate Director, Institution Review
410.767.3293

Alexandra.Chaillou@maryland.gov

State NC-SARA Website

Maryland Higher Education Commission
217 East Redwood St., Suite 2100
Baltimore, MD 21202

This complaint process is for out-of-state students enrolled in fully remote programs at NDMU from their home state

 

Middle States Commission on Higher Education

If, after exhausting all other avenues of complaint, including institutional, MHEC, and NC-SARA processes, your concerns have not been addressed, then you may wish to contact the Middle States Commission on Higher Education (MSCHE). Before filing a complaint it is strongly recommended that you read MSCHE’s Complaints policy and procedures. MSCHE requires a complaint to certify that:

  • I understand that the purpose of this review is not to resolve my personal situation. I understand that the Commission's purview is limited to compliance with the Commission's standards, requirements of affiliation, policies and procedures, and the institution's policies. 
  • I understand that the Commission (1) does not interpose itself as a reviewing authority in individual matters of admission, grades, granting or transferability of credits, application of academic policies, fees or other financial matters, disciplinary matters, contractual rights and obligations, personnel decisions, or similar matters, nor does the Commission become involved in collective bargaining disputes; and (2) does not seek any type of compensation, damages, readmission, or any other redress on an individual’s behalf.

Additional information MSCHE’s Complaint Process and the Complaint Form is available here.

Other External Complaints 

A complaint pertaining to potential violations of consumer protection may be submitted to:

Consumer Protection Division

Office of the Attorney General
200 Saint Paul Place
Baltimore, Maryland 21202
Telephone: 410-528-8662
marylandattorneygeneral.gov

A complaint concerning discrimination may be submitted to:

Office of Civil Rights, Atlanta Office

U.S. Department of Education
The Wanamaker Building
100 Penn Square East, Suite 515
Philadelphia, PA 19107-3323
Telephone:  215-656-8541

https://www.ed.gov/about/ed-offices/ocr