Complaint Resolution Process
Our goal is to create collaborative systems and practices that facilitate a positive learning environment in support of each student's degree goals. We strive to ensure each student's experience at WKU, from initial contact through commencement, is both friendly and efficient.
WKU will make every attempt to resolve student complaints within its academic and administrative departments at the program level. We recommend that students first contact the professor for the course. The official student complaint procedure for resolving a complaint concerning a faculty member is outlined below in four steps. Additional information for distance learners, military personnel, veterans, and family members is also located below.
The first step is for the student to discuss the complaint with the faculty member involved. If the faculty member is no longer employed by the University, the student should go directly to the department head who will contact and represent the former faculty member. If the complaint involves a grade, the student must take the complaint to the faculty member within the first two weeks of the first regular semester (fall; spring) following the assignment of the grade. It is hoped that the complaint may be satisfactorily dealt with at this level.
If the student and the faculty member are unable to resolve the complaint, the student may take the complaint to the faculty member's department head. Written notification of the complaint must be given to the department head within two weeks after meeting with faculty member (Step 1). It is the responsibility of the department head to arrange for a conference where the student, faculty member, and the department head will be present for discussion. Neither the faculty member nor the student will be allowed representation at the conference. The department head shall hear both sides of the complaint and shall attempt to mediate a settlement. The department head shall keep a written record of the proceedings, including the recommended solution. The department head's recommended solution is to be considered by both the faculty member and the student as a recommendation and not as a decision that is binding.
Should the student be unable to receive the satisfaction desired at the departmental level, the complaint may be taken to the college level. Written notification of the complaint must be submitted to the college dean or his/her designated representative within two weeks after the conference with the department head (Step 2). Upon receipt of the notification, the college dean or his/her representative shall provide the student a copy of the procedural guidelines to be followed by the College Complaint Committee. The procedural guidelines shall provide for a conference with both the student and the faculty member present for joint discussion of the complaint with the Committee.
Should the student or faculty member desire to appeal the decision of the College Complaint Committee, a formal written notice of appeal may be submitted to the University Complaint Committee chair, with a copy to the Provost/Vice President for Academic Affairs within two weeks of the decision of the College Complaint Committee. The chair of the University Complaint Committee will provide the student and faculty member involved with a copy of the University Complaint Committee's procedural guidelines. The University Complaint Committee will secure copies of the written proceedings from the department head and the College Complaint Committee. The University Complaint Committee will schedule a conference where the faculty member and the student jointly discuss the issue. Neither the faculty member nor the student will be allowed representation at the conference. The Committee's decision will be sent to the Vice President for Academic Affairs, with a copy being sent as a matter of record to the student, faculty member, faculty member's department head, and the faculty member's college dean. The Office of the Provost/Vice President for Academic Affairs will see that decisions of the University Complaint Committee are carried out. The University Complaint Committee's decision is final.
Out State Distance Learners
Students enrolled in distance learning courses at WKU should attempt to resolve complaints by using the policies and procedures outlined above. Students may also review information in the WKU Student Handbook. However, if the issue cannot be resolved internally, students can file a complaint about the institution with their state of residenceby referring to the following list of State Agencies. Additionally, students may file a complaint with WKU's accrediting body, The Southern Association of Colleges and Schools Commission on Colleges (SACS) by downloading the SACS Complaint Procedures Form (PDF).
Students in Military
U.S. Department of Veteran Affairs
The GI Bill Feedback System is available for veterans, service members and eligible dependents to report negative experiences with educational institutions receiving GI Bill funding and/or institutions not following the Principles of Excellence. Initially, complaints received through the system will be evaluated by the Department of Veteran Affairs (VA). If it is determined another government agency is more appropriate, VA will forward accordingly. If the complaint is submitted anonymously, VA will not forward to the school, but instead submit for record with the Federal Trade Commission's Consumer Sentinel Network.
SFA will provide a response (within 60 days) to VA via email (process.vbavaco@va.gov). The response will be on official letterhead and addressed to the complainant. VA will forward the official response to the student to review and determine if the issue was addressed and/or resolved to their satisfaction.
The online complaint form and description of complaint categories may be accessed here.
U.S. Department of Defense
The Postsecondary Education Complaint System is available for recipients of TA or MyCAA education benefits to report misleading or unfair actions by education institutions. Initially, complaints received through the system will be evaluated by the Department of Defense (DoD). If it is determined another government agency is more appropriate, DoD will forward accordingly.
The online complaint form and description of complaint categories may be accessed here.
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