COMPLAINT POLICY
Ideally, students are able to resolve any problems encountered while attending Tusculum University by dealing directly with the individual (such as a faculty or staff member) or office (such as a student service or administrative office) involved. Students should also be familiar with relevant policies provided in the Tusculum University Academic Catalog and Student Handbook. These policies include but are not limited to:
- Grade appeals
- Academic misconduct
- Non-academic misconduct
- Harassment and discrimination
- Student access to records
If a student is unable to reach a satisfactory resolution and wishes to pursue the matter further, or if a student wishes to register a formal complaint, a written complaint may be submitted to the University, following the process outlined below.
Written complaints should contain the following information:
- The complainant’s name and contact information;
- a clear description of the problem or complaint;
- appropriate supporting documentation that is directly related to the complaint;
- a description of actions already taken to resolve the problem or complaint and the results of these actions, and;
- a description of the desired outcome.
All written complaints received and copies of any responses will be kept on file in the Associate Vice President of Student Affairs and Retention’s office. Complaints which are not received using the online form (e.g. complaints received by phone or in person) will not be considered. If you experience difficulties or issues using the online student complaint form, please contact the Dean of Students.
Upon receiving the complaint, the reviewing administrator will notify the submitting student of its receipt and will have 15 business days to provide a written response. For complaints filed between academic term, additional response time may be necessary to allow for availability of the relevant parties. When additional time is necessary, students will be advised in writing of the estimated time for response.
External Authorities
If a complaint cannot be resolved using the internal Tusculum policies and procedures, please see the following outlets for filing complaints with external authorities:
- Complaints relating to quality of education or noncompliance with accreditation standards, policies, and procedures may be made to the Southern Association of Colleges and Schools- Commission on Colleges (SACSCOC) 1866 Southern Lane, Decatur, GA 30033-4097. The Commission’s complaint policy, procedure and the Complaint form may be found on their website. Complaints that originate with SACSCOC or other accrediting bodies are forwarded to the appropriate institutional liaison who will follow the general procedures addressed in the Written Student Complaint Policy.
- Complaints related to the application of state laws or rules related to approval to operate or licensure of a particular professional program within a postsecondary institution shall be referred to the appropriate State Board (i.e., State Boards of Health, State Board of Education, and so on) within the Tennessee State Government and shall be reviewed and handled by that licensing board (search for the appropriate division);
- For students attending programs in Tennessee, complaints related to state consumer protection laws (e.g., laws related to fraud or false advertising) shall be referred to the Tennessee Division of Consumer Affairs and shall be reviewed and handled by that Unit.
Online and out-of-state students
- For out-of-state, online students using distance learning programs, complaints related to consumer protection laws that involve distance learning education offered under the terms and conditions of the State Authorization Reciprocity Agreement (SARA), must first be filed with the institution to seek resolution. Complainants not satisfied with the outcome of the Institution’s internal process may appeal, within two years of the incident about which the complaint is made, to the Tennessee Higher Education Commission using the Request for Complaint Review (tn.gov).
Complaint Policies for Certain Distance Education Students
The below policies apply to students who are:
The nature of complaints to be addressed through these policies include violations of SARA policies and dishonest or fraudulent activity. These policies do not apply to complaints concerning student grades or student conduct violations. For more information on complaint subject matter see SARA Policy Manual Sections 4.2 and 4.3.
Additional Complaint Policies
- Tennessee Higher Education Commission (“THEC”)
- Students (as described above) must complete the institution complaint process before appealing to THEC.
- Students who are not satisfied with the institution’s resolution of their complaint may appeal the institution decision to THEC using the Request for Complaint Review form. Additional information on the THEC complaint process is available at THEC Complaint Review Process. Students may also contact RCD@tn.gov with questions.
- The appeal to THEC must be filed within two (2) years of the incident about which the complaint is made.
- Out-of-state student may also contact their home state higher education authority; although student may be referred to THEC. See State Portal Entity Contacts | NC-SARA for a listing of SARA states and contacts.
- Students residing in non-SARA states, currently California only, should consult their respective state of residence for further instructions for filing a complaint.
- For THEC authorized institutions: Any person claiming damage or loss as a result of any act or practice by an authorized postsecondary educational institution or its agent that is a violation of Title 49, Chapter 7, Part 20 or Rule Chapters 1540-01-02 or 1540-01-10, may file a complaint with THEC after exhausting the institution complaint process. More information is available at THEC Complaint Review Process, 312 Rosa Parks Ave., 9th Floor, Nashville, TN, 37243, (615) 741-3605. Students may also contact RCD@tn.gov with questions.
