Student Complaint Policy
It is the policy of East Texas Baptist University to provide a student complaint process which includes maintaining a record of the formal written complaints received. ETBU encourages the resolution of student complaints through timely communication as close as possible to the point of origin. Students having a complaint concerning East Texas Baptist University should direct their questions to the department involved.
If the student is not satisfied with the outcome of the informal process, then a formal written complaint should be filed. Students wishing to file a formal written complaint at East Texas Baptist University should complete and submit a Formal Student Complaint Form to Student Affairs located on the first floor of the Ornelas Student Center. The office will maintain a record of all formal written student complaints.
It is the goal of East Texas Baptist University to adequately address all student complaints in an acceptable manner that avoids a formal grievance process. Should this goal not be met, the following procedures will apply.
- A formal written complaint may be filed by submitting a completed Formal Student Complaint Form to the Office of Student Affairs. The form should be completed in its entirety including a description of the complaint, the date(s) on which the problem became evident, and a description of the desired outcome. The Office of Student Affairs will log the information and within two working days will forward a copy of the complaint form to the appropriate cabinet-level administrator for action.
- The cabinet-level administrator will send a written acknowledgement of the receipt of the complaint to the student via University-provided email within three working days of receipt.
- The cabinet-level administrator may assign a special committee or a standing university committee to rule on the complaint. The committee will present a ruling on the complaint within 30 calendar days of receipt of the complaint by the cabinet-level administrator. The cabinet-level administrator will inform, in writing (may be via email), the student making the complaint, the appropriate area supervisor, and the Office of Student Affairs of the committee’s decision.
- If the student is not satisfied with the decision the student may appeal the decision of the committee to the president. Such appeals must be presented to the president, in writing, within three working days of the initial ruling. A ruling on the appeal will be made within 10 calendar days of the filing of the appeal. Rulings made at this level are final. The results of such an appeal will be sent in writing (may be via email) to the student making the appeal, the appropriate cabinet-level administrator, and the Office of Student Affairs.