UNC Charlotte Academic Procedure: Student Complaint Resolution Log

I. Executive Summary

The Student Complaint Resolution Log is a formal record of student complaints and resolutions for which there is no formal appeals process. This procedure outlines the process for submitting these records to the Office of Academic Affairs.

II. Procedure Statement

All units that receive and resolve complaints from currently enrolled students related to the mission of UNC Charlotte and for which there is not an existing formal appeal process are required to maintain a log of those complaints and their resolution. To comply with this procedure, units must submit all student complaints via the Student Complaint Resolution Log web form.

Student complaints under this Procedure are distinct from formal student grievances, which are covered in University Policy 411, Student Grievance Procedures.

Unit Compliance Designee

Each unit must identify a designee who will be responsible for understanding the purpose of the log and will facilitate compliance with procedure within their unit. The Office of Academic Affairs will request names and maintain the list of designees.

What types of complaints must be maintained in the log?

The complaints that must be maintained in the Student Complaint Resolution Log  include those that meet all of the following criteria:

  • Student-initiated;
  • Received from students currently enrolled in programs that award academic credit;
  • Written (paper or electronic);
  • Do not have a formal and established appeals process; and
  • Are related to UNC Charlotte’s research, teaching and service mission.

Complaints to Include in the Complaint Resolution Log

A complaint is typically an informal expression of dissatisfaction regarding a student’s day-to-day student experience, such as a concern about campus facilities, long wait times for services, or a minor disagreement. These are best handled through direct, informal conversation with the relevant department to find a quick and practical solution. (In contrast, a formal grievance is a formal allegation that a specific university policy, standard, or procedure has been violated and is handled under the Student Grievance Procedure.)

Deciding what must be included will require some judgment. It would be reasonable to INCLUDE complaints regarding:

  • curriculum,
  • class scheduling,
  • teaching,
  • registration,
  • financial aid, and
  • faculty.

Complaints to Exclude from the Complaint Resolution Log

Student issues that fall under an existing formal and established grievance and appeals process or that are not related to the University’s mission are EXCLUDED from this reporting procedure. Issues excluded from the Student Complaint Resolution Log include:

  • Satisfactory Academic Progress
  • academic petitions
  • suspension appeals
  • final course grade appeals
  • graduate student termination appeals
  • sexual or gender-based harassment
  • sexual misconduct or interpersonal violence
  • Title IX grievances
  • violations of the Code of Student Academic Integrity
  • violations of the Code of Student Responsibility
  • residency
  • parking
  • food services

Complaints from applicants to the university, visitors, and relatives of students are also excluded, since the purpose of the log is to record complaints from enrolled students.

Who is required to report?

All units that receive and resolve student complaints related to the mission of UNC Charlotte are required to keep a log of all complaints and their resolution in the Student Complaint Resolution Log. For academic colleges, this includes those student complaints received by the department chair, associate dean, dean, or other administrator. Individual complaints resolved by faculty are not required to be logged. The complaint must be logged once it has reached resolution. Units responsible for reporting under this procedure include but are not limited to the following:

  • All collegiate Deans’ Offices, including University College and the Graduate School
  • Dean of Students Office
  • Enrollment Management
  • Honors College
  • Housing and Residential Life
  • Office of the Chancellor
  • Office of Academic Affairs
  • Office of Student Financial Aid
  • Office of Disability Services
  • Office of the Registrar
  • Office of the Vice Chancellor for Student Affairs
  • Office of Undergraduate Education

NOTE:  

This form is for faculty and staff use only.  Students who wish to file a complaint should engage in a direct, informal conversation with the relevant department to find a quick and practical solution. Students may contact the Dean of Students Office for guidance. Keep in mind that the Dean of Students Office is a non-confidential resource to help students navigate their concerns. The Dean of Students Office does not directly handle the student complaint process itself. Instead, the Dean of Students Office can help students understand the available policies and direct them to the most appropriate resources. In addition, the University Ombuds provides a confidential, impartial resource to help students work through challenging problems, conflicts and dilemmas in informal ways.should do so in accordance with University Policy 411, Student Grievance Procedure.

III. Definitions

There are no definitions for this procedure.

IV. Procedure Contact(s)

V. History

  • September 20, 2012: Initiated
  • July 1, 2019: Revised [removed Tuition Surcharge after state repealed it]
  • July 22, 2022: Revised
  • June 3, 2025: Revised [University Mission Statement revised to align with revised institutional mission statement]
  • February 23, 2026: Revised [revised to align with changes to University Policy 411: Student Grievance Policy]

VI. Prior Versions

VII. Related Policies, Procedures, and Resources

VIII. Frequently Asked Questions

  • Where is this procedure referenced?
    The procedure is published on the Academic Policies & Procedures webpage of the Provost’s website.
  • When is a complaint considered “resolved”?
    The last person to address the complaint within the applicable procedure, whether the resolution was in the student’s favor or not, constitutes resolution.
  • Do complaints need to be logged if there is already an existing formal appeals process in place?
    If there is an existing appeals process in place, the complaint is not required to be logged. Such existing appeals processes may include: Satisfactory Academic Progress, academic petitions, suspension appeals, final course grade appeals, graduate student termination appeals, sexual harassment, and violations of the Code of Student Academic Integrity and the Code of Student Responsibility. Complaints about the process of the formal appeal process however should be included.
  • Do complaints from former students or applicants need to be entered?
    No, only complaints from currently enrolled students need to be included.
  • What happens to the information once it is logged in the database?
    Annually, at the end of the academic year, the information is aggregated and reported to the Office of the Chancellor and to SACSCOC as needed. Access to this information is limited and any reported summary information will redact all personal and confidential information.