Compliance Status

Louisiana State University and A&M College is in compliance with this principle.

Narrative

Louisiana State University and A&M College (LSU) addresses student complaints in a fair and professional manner using well-publicized, clear guidelines and processes that lead to a resolution of the complaint. LSU has established adequate policies and procedures for addressing written student complaints and for students to appeal the application of any regulation, rule, policy, requirement, procedure, or incident.  Although the specific components of an appeal or complaint may vary by the department in which they occur, the general procedure is provided to students (and faculty and staff) in Policy Statement 48 (PS-48): General Appeal Procedure Available to Students [1].

Student complaints and appeals policies and procedures are applicable to all students—regardless of whether the student is an undergraduate or graduate student, enrolled in courses on the LSU campus, or participating in a distance learning course or degree program. The policies related to student complaints and to procedures for filing complaints and appeals are accessible to students through links on the main LSU Webpage (LSU A-Z) listed as Student Appeals and Student Complaints [2] and as Policies and Procedures [3].  Recognizing that there is a great deal of information and policy for students to know and navigate, an effort to provide a Web-based format for complaints was created on the LSU Dean of Students Website in Summer 2011 [4]. For students seeking assistance, this is a logical starting point.  In spring 2013, the Student Complaint and Appeals submission option was added to the Division of Student Life and Enrollment Website to provide a logical starting point for students to obtain information regarding a wide range of complaints and appeals procedures [5].  To assist students with appeals that are academic in nature, the LSU Office of Academic Affairs Website also provides guidance [6].  Other specific departments, as described below, also provide access to specific types of complaints or appeals.  Faculty and staff also have access to these resources because they may be called on to assist students in these issues. LSU strives to address formal, written student complaints through processes that allow for complaints to be filed and addressed at the lowest possible administrative level – typically at the department or college level. In an effort to assist students in understanding how concerns can be addressed, faculty or staff members within the units in which the complaint is lodged have the authority to act definitively and as quickly as practicable.  

The records of student complaints and appeals are addressed in more detail in Comprehensive Standard 3.13.3.

Policies and Procedures Governing Student Complaints and Appeals

The Student Complaint and Appeals portal [5] provides a focus of related university policies and procedures in one location to serve students’ needs. The intention is to assist students with the submission of complaints and appeals and to provide them with accurate information concerning the process. A student’s written complaint is routed to the appropriate department as indicated by the student.  If the student has not filed a written complaint with the department of concern, the student is directed to do so. The student may also choose to send information directly to the dean of students’ departmental email account (dos@lsu.edu); the dean checks the account regularly. The dean or designee is able to forward submissions of concern to an appropriate university staff member or may be able to reconcile the matter directly with the student.  

Each academic college has implemented a similar system to address written student complaints.  Each of these includes standardized forms for collecting information and for tracking the reconciliation of complaints and appeals of students in the college.  A redacted example of a log of student appeals/complaints has been provided by the College of Agriculture [7].

Student Advocacy and Accountability (SAA) [8] serves as a student resource for issues pertaining to academic integrity and appropriate standards of conduct for the university community. Specifically, students wishing to file a complaint may contact the C.A.R.E. (Care, Assess, Refer, Educate) manager [9], who may provide advocacy services or refer students to others who may best serve them.  Students needing assistance in determining how to pursue an appeal or to file a complaint that is academic in nature may also seek guidance from their academic advisors or respective academic dean's office.

Students may also more formally file a complaint via the appeals process.  Recognizing that no single appeals process can serve the wide range of possible appeals, units within the university have developed specific appeals processes.  Policy Statement 48 [1]: “Student Appeal Procedures” requires that individuals follow these specific appeals procedures when available.  Some departments may have slightly different complaint or appeal procedures modified for their needs.

Dissemination of Policies and Procedures Governing Student Complaints

The commitment to serve students and assist them during their matriculation through LSU is communicated through multiple forums and activities beginning with orientation and advising programs for first-year, transfer, international, and graduate students.  Students, as well as families, who attend the Family Orientation Student Success sessions facilitated by staff within the Office of the Dean of Students and by specific colleges receive complaint and appeals policy information [10][11].

University Websites

The Student Complaint and Appeals process is the primary means for communicating information to students regarding complaint procedures.  The system is accessible through these Websites:

• The Office of the Dean of Students, which hosts the Student Complaint and Appeals portal on the Dean of Students main Web page [4];
• The Student Life and Enrollment main Web page, which lists a Student Complaint and Appeals link [5];
• The LSU A-Z listing, which provides a listing for Student Complaints and Student Appeals [2];
• The LSU A-Z listing, which provides a listing for “Policies and Procedures” that links to the list of policy statements [3]; and
• The Code of Student Conduct [12].

LSU uses the General Catalog [13], in addition to university Websites, to communicate information referencing policies and procedures regarding the Code of Student Conduct [12] and students’ complaints and appeals.  In addition, the General Catalog details processes that pertain when a complaint includes an appeal of a university policy, procedure or administrative decision. Types of appeal policies and procedures are listed below.

General Types of Complaints and Appeals

Policy Statement 48 [1] covers the general appeal procedure available to students.  This statement establishes procedures that an individual student may use to question formally the application of any university regulation, rule, policy, requirement, or procedure, not otherwise covered by an established procedure.  It is the university’s basic philosophy that student appeals should be settled at the lowest possible administrative level. This policy mandates that students follow specific appeals procedures whenever available.  There are many types of complaints and appeals, listed below in the following bold heading, that have specific procedures that must be followed.  Only appeals that are not otherwise covered by an established procedure would fall under this policy. Relevant examples of resolution of student complaints/appeals described below can be found at the end of the narrative.

Admissions Decisions (Undergraduate)

The Admissions Division of the Office of Enrollment Management oversees admission to LSU at the undergraduate level. Undergraduate admission is based on review of various credentials as outlined in the Undergraduate Admissions section of the LSU General Catalog [14].  Applicants who do not meet the admissions standards may appeal to have other factors considered by the faculty admissions committee, which reviews qualifications and application packages to determine whether additional predictors of success exist as a basis for admission.

Code of Student Conduct

Within the Office of the Dean of Students, SAA is responsible for administering the LSU Code of Student Conduct [12], which serves to promote the academic environment of the campus, safeguard the health and safety of all members of the university community, and protect university property.  Due process is afforded to students charged with a Code of Student Conduct violation(s) by the requirement that they receive notice of the charge and be given an opportunity to be heard via an administrative meeting with an SAA official or hearing panel.  Students have the opportunity to appeal decisions of the hearing panel, and Section 10 of the LSU Code of Student Conduct outlines the appeals process [12].

Grade Appeals

The LSU General Catalog specifies the process through which students may appeal a grade [15].  A final course grade appeal must be initiated by the student, who may either make the request in writing or attend a meeting with the faculty member who assigned the grade at issue within 30 calendar days after the first day of classes in the next regular semester.  If the matter is not resolved between the student and the faculty member, and the student wishes to pursue the appeal, he or she must make a written request to the chair of the department in which the course was taught, asking for a meeting of the department chair, the faculty member, and himself or herself. 

Either the student or the faculty member may appeal the decision reached by the department chair to the dean of the college in which the department offering the course is located. The dean’s name is furnished by the department chair. Appeals concerning courses numbered 5000 or above should be directed to the dean of the Graduate School.

Any party to the appeal who believes that a serious procedural error occurred or that there was an abuse of discretionary authority in reaching the decision may file a written petition for review with the executive vice chancellor and provost.

Graduate Student Issues

As specified in the LSU General Catalog, admission to the LSU Graduate School is awarded on the basis of evidence of academic achievement and promise. Applications of students who meet the Graduate School requirements are forwarded to the appropriate academic units for final approval. Certain programs require higher admission standards than those of the Graduate School. Due to the high demand for many graduate programs, meeting the minimum requirements of the Graduate School does not guarantee admission into a particular program [16].  In 2011, graduate programs received authority to grant exceptions for admission and graduate assistantship eligibility. Those exceptions are not appeals to the Graduate School but are recorded in the Graduate School.

Graduate assistants are appointed based on the policies set forth in Policy Statement 21 (PS-21): Graduate Assistantships [17]. Students are assigned to teaching, research, or service in the department/office providing the assistantship. If a student loses his or her assistantship appointment because of an academic action, the student or department may petition to the dean of the graduate school to continue the assistantship.

Additionally, graduate students may appeal decisions not specifically covered in the LSU Graduate Bulletin, as noted in PS-21 [17]  and in PS-48 [1], by writing to the dean of the Graduate School and clearly expressing the decision/action to be appealed, the requested relief, and all pertinent details and necessary attachments. Appeals not satisfactorily resolved at the Graduate School level are forwarded to the vice chancellor for research and economic development and ultimately to the executive vice chancellor and provost for final resolution.

Residential Life

The Department of Residential Life provides a Living on Campus Handbook [18] that details important information about the services, policies, and procedures for residential communities at LSU.  One portion of the handbook outlines the community standards that residential students must uphold. If a student has allegedly violated a community standard, a policy, or the Code of Student Conduct,  a Student Conduct and Contractual Review Process is invoked. A student conduct board participates in this process [19]. 

Residential Life Housing Contracts/Lease Terminations Appeal

Students living in an on-campus community have a year-long (i.e., fall and spring semesters) contract with the university and are subject to financial penalties if they choose to move off-campus prior to the end of the academic year; however, they may apply for a release without penalty from the residence hall, an appeal that is reviewed by a contract appeals committee.  Students may appeal to the associate director of operations and ultimately to the director of residential life for final resolution. Additionally, students with concerns regarding their on-campus community may e-mail reslife@lsu.edu and are also encouraged to contact their resident assistant or residential life coordinator.

Library Appeals

Library patrons are responsible for returning books and other resources in good condition and within the loan period.  Appropriate fines are assessed if a library item is damaged, returned late, or lost.  Students may appeal library fines that are assessed for items that are overdue, lost, or damaged electronically, as specified in the LSU Libraries' appeal procedures  that are described on the libraries’ Website [20], linked from the Circulation Policies page [21]. 

Residency Appeals

Eligibility for classification as a Louisiana resident is determined in accordance with LSU System’s Permanent Memorandum 31 (PM-31): Residence Regulations [22] and is based on evidence provided on the student’s application for admission and related documentation.    Working with the residency officer within the Office of Enrollment Management, Undergraduate Admissions and Student Aid, undergraduate students may file a residency appeal, which is reviewed by the residency appeal committee. Graduate students may seek reclassification from non-residence to residence status by filing an Application for Residency for Tuition Purposes and may appeal a residency decision by filing a petition with the dean of the Graduate School [23]. Additionally, in accordance with PM-31, both undergraduate and graduate students may also appeal the decision of their respective admissions office by filing a written appeal to the LSU System’s residence appeals committee.

Residency Appeals for Continuing Students

Undergraduate students who are enrolled for their second and subsequent semesters and are seeking reclassification file residency appeals with the Office of the University Registrar. The students use the Undergraduate Application for Resident Classification form to file their appeals.  The form is available through the Office of the University Registrar.

Discrimination and Sexual Harassment

LSU is committed to providing equal opportunity for all qualified persons in admission to, participation in, or employment in the programs and activities that the university operates without regard to race, creed, color, marital status, sexual orientation, religion, sex, national origin, age, mental or physical disability, or veteran’s status. Any member of the university community who believes he or she has been subjected to discrimination or harassment in violation of this policy has a right and an obligation to report the conduct to any university official or supervisor or to the Office of Human Resource Management (HRM). No student or employee is required to report or make a complaint of discrimination or harassment to the person who is engaging in the problematic conduct. If an individual believes he or she has been subjected to discrimination or harassment, he or she may follow the informal or formal procedures specified in PS-01: Equal Opportunity [24].

The university is also committed to promoting an atmosphere to prevent discrimination against individuals with disabilities, to bring persons with disabilities into the social and economic mainstream, and to provide enforceable standards to address discrimination against individuals with disabilities, as stated in PS-26: Policy for Persons with Disabilities [25].  Issues concerning the accommodation of persons with disabilities with respect to employment and to participation in academic and other programs, activities, and services of the university should be expeditiously resolved between the person requesting the accommodation and the university employee representing the department within which the employment, academic program, or other program, activity, or service is located.  If a member of the university community is not satisfied with the proposed accommodation or has a complaint arising out of this policy, he or she may file a complaint in accordance with PS-01[24]. Student grievances filed in accordance with PS-48: Student Appeals Procedures [1] alleging disability discrimination or failure to accommodate are referred to the Office of the Dean of Students for review pursuant to PS-01 [24].

LSU is also committed to providing an environment free from sexual harassment and has policies and procedures in place to address this specific issue: PS-73: Sexual Harassment [26] and PS-95 Sexual Harrasment of Students  [27].  A student or any member of the university community  who believes that he or she has been subjected to discrimination and/or harassment has the right to report such conduct to any university official.  To ensure that such situations are handled appropriately, all alleged incidents are to be reported to Human Resource Management (HRM), which has established both informal and formal processes to investigate claims of discrimination and/or harassment.  In accordance with Title IX, HRM has designated a Title IX coordinator who oversees equal employment opportunity matters and provides ultimate oversight of complaint investigations and corrective actions involving formal complaints of discrimination or any alleged retaliation against those who engage in or use the university’s non-discrimination policies and procedures.

Student Aid and Scholarships

The U.S. Department of Education requires that all schools administering Title IV funding have a satisfactory academic progress policy to ensure that students receiving financial aid are progressing toward their degree. Students not progressing toward their degree as defined by this policy will have their financial aid revoked for the upcoming year. Students not meeting LSU’s satisfactory academic progress standards policy have the right to submit a written appeal to the Office of Undergraduate Admissions and Student Aid. An internal committee reviews each appeal to determine if the student’s financial aid warrants reinstatement. Once this decision is made, the student is notified. If the student questions this decision, he or she may appeal to the Academic Affairs/Faculty Senate Ad-hoc Committee, which makes the final decision.  For purposes of determining financial aid eligibility under Title IV of the Higher Education Act (HEA) of 1965, an institution must establish reasonable standards for measuring whether a student is maintaining satisfactory academic progress (SAP). On October 29, 2010, the Secretary of Education published final rules aimed at improving the integrity of programs authorized under Title IV of the HEA, as amended. Effective July 1, 2011, institutions must comply with the published regulations that impact SAP. The Office of Undergraduate Admissions and Student Aid has revised its satisfactory academic progress policy to comply with the new regulations.

Undergraduate students whose scholarships have been canceled due to failure to maintain the cumulative grade-point average (GPA) required for retention of the award may appeal the cancellation if extenuating circumstances exist that contributed to their poor academic performance. The appeal process is initiated by contact from the student. Appeals are accepted and reviewed only for students with scholarships administered by the Office of Undergraduate Admissions and Student Aid. Students failing to earn the required GPA after an approved appeal can submit a subsequent appeal requesting reinstatement in future semesters/academic years. These appeals are reviewed on a case-by-case basis.  The student must show academic progress in order to be granted a reinstatement. 

Student Employment

The employment of undergraduate students by the university is governed by PS-33: Student Employment [28] and LSU System’s PM-08: Definition of Student for Campus Employment Process [29].  Students’ jobs may be terminated if they drop below full-time enrollment or are placed on academic or disciplinary probation. The department in which the student works may submit a written appeal by memo or e-mail to seek a continuation of the student's employment. Moreover, students holding a part-time campus job should not be allowed to work more than 20 hours a week during the fall and spring semesters. Should a department wish to exceed this limit, an appeal must be submitted by the supervisor prior to the student’s working the hours. An internal committee in the Office of Undergraduate Admissions and Student Aid reviews the appeals and makes a determination regarding the status of the student’s employment.  

Parking and Transportation Citations

Students may appeal a parking ticket/tow within seven calendar days from the date it was issued/charged. All appeals must be submitted through the form on the Parking and Transportation Services Website [30].  In addition, a personal appeal may be made after the online form has been submitted.

Distance Education

All LSU distance programs (LSU Online, the legacy distance degree programs, and the courses offered through Continuing Education) follow the student appeals process described in the LSU General Catalog. The programs also refer distance education students to the LSU Code of Student Conduct for information on academic dishonesty. The only difference from the on-campus process is that distance students would not be expected to appear in person before any individuals or groups to make their appeals [31].

LSU Independent & Distance Learning Courses

Grade Appeals [32]
Students are allowed three months from the date the final grade is posted to appeal their final course grade. Appeals must be made in writing. A written appeal must include the following:

1. Name;
2. Enrollment number;
3. Course;
4. Contact information, including a mailing address, telephone number, and e-mail address;
5. Statement of appeal (briefly describe the grade/decision/action under appeal, and include the date the appealed action occurred);
6. Requested remedy (briefly describe the relief requested.);
7. Supporting rationale (state the specific argument/reasons why this appeal should be granted. Students may attach supporting documentation.).

To submit an appeal, the student must contact his or her assigned learner specialist. All appeals must be sent directly to the LSU Independent and Distance Learning (IDL) unit and not to an instructor.  IDL ensures that all appeals are directed to the appropriate faculty or reviewing authority. Steps in the process are the same as those outlined in the LSU General Catalog. Appeals of other actions, such as mid-course exams or assignments, follow these same procedures and must be received within three months of the exam or assignment submission date. Students are advised to make appeals as soon as possible. The student should be aware that grades may be lowered as well as raised upon re-evaluation.

The complaint/consumer protection process for distance students reflects some of the U.S. Department of Education requirements to provide distance students with contact information for filing a complaint with an accrediting body and with the appropriate state agency for handling complaints in a student's state. For online courses, students are provided the relevant information [33].

Forms and Processes for Student Complaints and Appeals

The forms available to students to file a complaint or appeal are centralized on the dean of student’s Webpage for SAA.  These are clearly consistent with PS-48 Student Appeal Processes [1], which explains the types of complaints/appeals that can be filed and the procedures to be followed.

Examples of Student Complaints and Appeals

Examples given below clearly show that the policies and procedures are followed.

Relevant Examples of Resolving Student Complaints/Appeals

• Undergraduate Admissions Appeal [34]
• Code of Student Conduct Appeal [35]
• Grade Appeal [36]
• Graduate Student Admissions Appeals [37] [38] [39] [40] [41]
• Graduate Student Assistantship Appeal [42]
• Other Graduate School Appeal [43]
• Residential Life Conduct Appeal [44]
• Residential Life Contract Appeal [45]
• Library Appeal [46]
• Graduate Student Residency Appeal [ ]
• Residency Appeal to LSU System [48]
• Student Discrimintation (Disability) Complaint, HRM [49]
• Student Sexual Harassment Complaint, HRM [50]
• Student Aid (Satisfactory Academic Progress) Appeal [51]
• Student Scholarship Appeal [52]
• Student Employment Appeals [53]
• Traffic Citations Appeal [54]

Location and Retention of Records of Student Complaints

Records of student complaints are handled in a decentralized fashion guided by academic and non-academic categorizations. If a complaint was initially submitted to the dean of students’ departmental account, a log is kept regarding when the complaint was received, to whom it was directed, and how the complaint was resolved. As academic colleges and departments beyond those within the Division of Student Life and Enrollment establish protocols for record retention, direction will be provided by the appropriate authority in resolving student complaints and appeals. The specifics about the records and locations of the records are addressed in the compliance certificate for Comprehensive Standard 3.13.3.