Standard 18: The unit must make available to candidates, online or in print, the following information:

(4) the unit's procedures for receiving and responding to complaints and grievances from candidates;

Metro State University and the UED strive to provide a positive educational experience and service to all students. Both the University and unit take student complaints and grievances seriously. UED encourages a teacher candidate with a complaint to utilize the Metro State’s Student Complaints and Grievances Policy 3030 and Procedure 303. Table 18.4 lists the type of grievances, reporting procedures and the primary contact person as well as the relevant policy. This information is accessible at the Student Concerns and Complaints homepage of the Metro State website. Additionally, Section X: (Expressing Complaints, Providing Suggestions and Other Feedback) of the UTP Student Handbook lists the guidance and procedures for submitting, receiving and responding to complaints about:

• a course grade or decision affecting them
• an instructor's or advisor's or other staff member's performance
• a policy or practice in the School of Urban Education or their program

 Table 18.4: Academic and Student Services

In addition to the university processes, the UED has a three-step in-house process to receive and address student grievances. Generally, concerns are first reported directly to the Chair. If the concern is not resolved at the Chair’s level, then it moves to the Dean, UED. If the UED Dean doesn’t resolve the matter, then the concern is referred to the Dean, Student Life. At that level a determination is made of the best way forward.