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Student Complaint Process

Student Complaint Policy

UNT Dallas strives to achieve high student satisfaction with its services and is committed to addressing student complaints in a fair, consistent, and timely manner. The Student Complaint Policy (UNTD Policy 7.030) establishes a process for students to report and resolve complaints that are not addressed by other UNT Dallas policies. The student complaint procedures are not intended to supersede appeals processes addressed in University and catalog policies including the Student Code of Conduct (UNTD Policy 7.001), which allows the student due process in disciplinary proceedings

What is a Complaint Versus an Appeal?

A complaint is defined as an expression of disagreement or dissatisfaction with the performance, actions, or decision of a university employee (i.e., faculty and staff), department, rule, process, or procedure which a student believes to be unfair, inconsistent with university policy, or a hindrance to the educational process.

A complaint is different from an appeal.  An appeal is a review of a decision that is deemed unfair or excessive, including but not limited to dissatisfaction with a grade, suspension, exception to a policy, or deadline for extraordinary events.  

Sometimes, in making a complaint, students may be advised to file an appeal in accordance with a certain policy or business procedure. Making a complaint does not replace an appeal process, so it is important to follow instructions to file an appeal if advised.   

For a list of common appeals, please click here: Guide for Common Appeals

For tips on making an effective appeal (i.e. what documentation to include for said appeals), click here: Tips for Making Effective Appeals 

Complaints Related to Harassment, Discrimination, or Sexual Assault

  1. Cases in which a student is harassed, discriminated against by an employee (i.e. faculty or staff) of the University, it should be immediately reported to the Office of Equal Opportunity. 
  2. Cases in which there is an allegation of sexual assault or sexual harrassment by an employee or student of the University, it should be immediately reported to the Office of Title IX, per University Policies 16.002 – Prohibiting Discrimination and Harassment and 16.005 – Prohibition of Sexual Assault and Retaliation.
  3. Any other cases of harassment or discrimination should be reported to the Dean of Students.

Process for Making Other Complaints

View full procedure for reporting and resolving student complaints

  1. Students should always start by making an informal complaint that allows the department and/or employee to make efforts to respond or resolve the issue.  A response or resolution will occur more quickly if you start with the source of the issue. Examples below:
    1. For a complaint about a faculty member, reach out to the Program Coordinator or Dean’s Office that employs that faculty member.
    2. For a complaint about an employee in a student service department, reach out to the director or coordinator of that department.
    3. If the complaint is about the head of a department, reach out to the supervisor of that department head. Unsure who that is? Ask for assistance in finding that information.
  2. Carefully document efforts to resolve the informal complaint.  Save emails, relevant documents, and follow up phone calls or in person meetings with an email summarizing the discussion for your records.
  3. Understand that the approach in making a complaint matters.
    1. Remember the common proverb, “you can catch more flies with honey than with vinegar.”  When making a complaint, take time to reflect on the real issue and what you are trying to accomplish so that you can express the issue calmly and with precision.  Others will be more willing to listen, accept critical feedback, and/or help you find a solution to the problem that is presented if you can present the issue calmly.
    2. Share the relevant facts of the situation from your perspective.  Threats and personal attacks on an individual are not effective at opening communication which can lead to a possible solution. 
    3. The ability to share evidence that supports the facts that you are sharing further strengthens your case. 
    4. All written communication should be done professionally and clearly, sharing facts, evidence, and needs that you are trying to fulfill. Always include student name and ID number in the communication and write them from your UNT Dallas email account to help authenticate who you are.

Formal Complaints

  1. If an attempt to informally resolve a complaint is not addressed with a response or action by the department, students have the right to file a formal written complaint with the University.
    Submit a formal complaint.
  2. If attempts to resolve an issue informally have not been conducted, students will be advised to attempt to resolve the issue informally and resubmit a formal complaint if a response or resolution is not offered. The formal process will only commence once the informal process has been exhausted.  
  3. Complete the entire form and attach supporting documentation for your complaint.
  4. Once the form is completed, it will be recieved and logged by the Dean of Students Office.
  5. The complaint will then be assigned to the appropriate university official to investigate the complaint and provide a response to the student. If an investigation is delayed, the university official will share information related to the progress until a final response or resolution can be made.

Trust Line

Students, faculty, and staff can report suspected misconduct confidentially and anonymously to the third-party provider, EthicsPoint.  Visit the Trust Line website

Texas Higher Education Coordinating Board

Complaints regarding Texas public institutions of higher education can be filed with the Texas Higher Education Coordinating Board (THECB) at www.thecb.state.tx.us. All current, former, and prospective students may find more information on how to file a complaint with the THECB via their website. The form to file with the THECB can be found here: https://forms.highered.texas.gov/Forms/StudentComplaints

The Agency does not handle, investigate, or attempt to resolve complaints concerning actions that occurred more than two years prior to filing a student complaint form with the Agency, unless the cause of the delay in filing the student complaint form with the Agency was the complainant’s exhaustion of the institution’s grievance procedures.

Former students shall file a student complaint form with the Agency no later than one year after the student’s last date of attendance at the institution, or within 6 months of discovering the grounds for complaint, unless the cause of the delay in filing the student complaint form with the Agency was the complainant’s exhaustion of the institution’s grievance procedures.

Title 19 TX ADC Section 1.112: Institution’s Obligation to Provide Information Concerning the Complaint Procedure

Department of Defense Postsecondary Education Complaint System

The Department of Defense provides a centralized online reporting system for service members and their families to report problems with education institutions. Students or family members can submit a complaint if they believe their school is failing to follow the Principles of Excellence.