Student Complaint Resolution

Student Complaint Process

Definitions

Informal Complaint – An 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 Catalogs, Student 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.

Informal and Formal Complaint Points of Contact List

*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.

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.