WE VALUE YOUR FEEDBACK

Tusculum University recognizes the value of information provided by students about the performance of the University and welcomes feedback and suggestions that seek to advance Tusculum to the next level of excellence, be it in academics, residential life, student life activities, athletics, work environment or any other area.

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.
• For out-of-state 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).