Applies to:	Original Policy Date:	Date of Last Review:	Approved by:
Faculty, staff and students	January 8, 2019	April 10, 2025	David M. McMahan, J.D. Vice President for Student Affairs

Policy Owner: Vice President for Student Affairs 

Policy Purpose

This policy articulates the requirement for the university to maintain records of written student complaints and identifies the responsible case manager for this process and the role of complaint resolution officers in facilitating this expectation. It also establishes formal and informal complaint resolution processes for all students at Florida Tech. Finally, this policy includes resources for students related to complaint processes, including contact information for agencies outside of Florida Tech.

Policy Scope

This policy includes all employees who work in roles related to the student complaint process and applies to all students who seek to submit a complaint.

Policy Statement

The university requires that all formal student complaints be submitted in writing by the student using the herein-identified student complaint process. It also charges the Vice President for Student Affairs or his designee to manage case files on all properly submitted formal student complaints and track the designation of a complaint resolution officer responsible for investigating the complaint, identifying and implementing a remedy where appropriate or indicating that the complaint was found to not be supported, and timely providing all documentation received and an account of the investigation and efforts to resolve the complaint to the herein identified appropriate case manager.

Definitions

Formal Student Complaint: A formal student complaint is a written complaint submitted through the formal student complaint procedure. A formal student complaint can be for any grievance.

Complaint Resolution Officer: A complaint resolution officer is a university employee who is assigned to investigate a complaint, identify and implement a remedy where appropriate or indicate that the complaint was found to not be supported, and timely provide all documentation received and an account of the investigation and efforts to resolve the complaint to the case manager herein identified.

Student: For purposes of this policy, a student is an individual who is enrolled for coursework or has been so enrolled within the last semester.

Procedures/Guidelines

Students may elect to address any complaint through the informal or formal complaint resolution process. Each process is outline below. The Office of the Vice President for Student Affairs can answer student questions regarding either complaint process and is the primary resource for students regarding complaints.

Informal Complaint Resolution Process

Occasions may arise in which a student feels that they have a legitimate basis for complaint. It is the practice of the university to promptly resolve student complaints. Those involved may elect to initially attempt to resolve the matter informally. The informal process for resolution of a complaint is as follows:

1. First, if a student has a complaint, the student is encouraged to address it directly with the other party(s)
2. If the student and the other party are unable to resolve the matter, or if for any reason the student does not feel at ease in going to the other party, the student should contact the appropriate unit/department/division head to address the matter (e.g., the academic unit head for academic concerns regarding a course or the appropriate office director for non-academic concerns). Unit heads and directors are often able to help students address their concerns and to achieve a fair and equitable solution to most If the student would rather not discuss the matter with the academic unit head or office director, the student may choose to go to the college dean for an academic matter, the appropriate vice president, or the Dean of Students for any other concern.

Formal Complaint Resolution Process

Students have the right to submit a formal written complaint for any grievance.

1. To submit a formal complaint, students should submit the formal complaint form. Students who are unable to submit this form for any reason, including a documented disability or web accessibility issue, can contact the Office of the Vice President for Student Affairs at (321) 674-8080 or vpsa@fit.edu.
2. This formal complaint form is sent to the Office of the Vice President for Student Affairs. The Office of the Vice President for Student Affairs will assign a university representative to investigate the complaint and to bring the complaint to resolution.
3. If the student would rather not discuss the matter with the Office of the Vice President for Student Affairs, the student may submit a written formal complaint to the Office of University Counsel who will assign a university representative to investigate the complaint and bring the complaint to
4. The designated representative will reach out to all involved parties to understand the relevant issues. This representative will facilitate a resolution of the complaint based on documented university policies and procedures and/or applicable
5. All materials related to the complaint, including documentation and resolution, must be provided by the university representative assigned to investigate the complaint to the Office of the Vice President for Student Affairs or to the Office of University Counsel’s appointee.
6. If the university representative assigned to investigate the complaint is unable to bring it to resolution or determines that there is no foundation for the complaint, for academic complaints, the Office of the Provost, and for non-academic matters, the Office of the Vice President for Student Affairs, shall coordinate the final resolution of the matter.
7. The Office of the Vice President for Student Affairs must record and archive all materials related to each student complaint, including the resolution (unless the case was addressed through the Office of University Counsel, in which case that office shall determine the proper archive for the complaint case).

Other Guidelines Related to Complaints

Students may withdraw a complaint at any time. The university will document the complaint as withdrawn for record-keeping purposes.

To promote prompt and equitable resolutions of formal student complaints, such complaints should be made as soon after the incident as possible. Complaints should be filed during the term in which the incident occurs or the situation arises. It is recommended that complaints be submitted within 30 days after the date of the incident.

The university will address the complaint as soon as possible. The university strives to resolve complaints no later than 90 days from student filing.

All documentation for each formal student complaint will be maintained for ten years from the date of submission.

Other Resources Related to Complaints

Title IX Coordinator - Complaints involving sex discrimination, misconduct, or equal opportunity can be resolved by using the procedures outlined above. Additionally, a student may seek the aid of the Title IX Coordinator at (321) 674-8885 or TitleIXCoordinator@fit.edu. The Title IX coordinator is a person designated by the university to ensure compliance with federal laws regarding the resolution of sex discrimination allegations, sexual misconduct, and equal opportunity.

The Ombuds Office - The Ombuds Office are university employees appointed by the President to work with students, faculty, and staff to explore and assist them in determining options to help resolve conflicts, issues, or concerns and to bring any systemic concerns to the attention of Florida Tech for resolution. The Student Ombuds can be contacted by email to: ombuds@fit.edu or by phone at (321) 309-3038. The Staff Ombuds can be contacted by email to: staffombuds@fit.edu.

State Agency and NC-SARA Complaint Procedures

Students are encouraged to utilize the institutional complaint resolution processes as a first method of addressing a complaint. Should a student wish to contact an outside agency away from the Florida Institute of Technology the student can contact:

Office of Articulation Department of Education

articulation@fldoe.org

(850) 245-0427

Florida Tech is a member of NC-SARA, the National Council for State Authorization Reciprocity Agreements, through the Florida Postsecondary Reciprocal Distance Education Coordinating Council. Online and distance education students who have 1) completed the internal institutional grievance process (addressed herein), and 2) completed the applicable state grievance process may appeal non-instructional complaints to the FL-SARA PRDEC Council. For additional information on the complaint process, visit FL-SARA Complaint Process.

Southern Association of Colleges and Schools (SACS) Commission on Colleges

Florida Institute of Technology is accredited by the Southern Association of Colleges and Schools Commission on Colleges (SACSCOC) to award associate, baccalaureate, master’s, educational specialist, and doctorate degrees. Degree-granting institutions also may offer credentials such as certificates and diplomas at approved degree levels. Questions about the accreditation of the Florida Institute of Technology may be submitted via information available on SACSCOC’s website (www.sacscoc.org) or directed in writing to:

Southern Association of Colleges and Schools Commission on Colleges

1866 Southern Lane

Decatur, GA 30033-4097

(404) 679-4500

The commission requests that they only be contacted if there is evidence that appears to support an institution’s significant noncompliance with a requirement or standard.

Definitions

Formal Complaint: A formal complaint is a written complaint submitted through the formal complaint procedure. A formal complaint can be for any grievance.

Compliance Reference

SACSCOC Standard 12.4
34 CFR § 602.16
34 CFR § 668.43(b)

Responsibilities

Students are responsible for following the complaint process to address informal or formal student complaints.

The Office of the Vice President for Student Affairs is responsible for receiving formal student complaints submitted through the formal student complaint submission form. The Office of the Vice President for Student Affairs is responsible for assigning an appropriate university representative to investigate and resolve the complaint through the process herein identified and following up to ensure that the complaint is resolved in a timely manner. If the university representative assigned to serve as the complaint resolution officer is unable to bring it to resolution or determines that there is no foundation for the complaint, for academic complaints, the Office of the Provost, and for non-academic matters, the Office of the Vice President for Student Affairs, shall coordinate the final resolution of the matter.

The Office of the Vice President for Student Affairs is responsible for maintaining a record of all formal student complaints, including documentation and the resolution, for ten years and making those records available to SACSCOC upon request. The Vice President for Student Affairs is responsible for analyzing trends in received complaints annually and advising university leadership of any trends in complaints for review and improvement.

In the case that a student is uncomfortable bringing a complaint to the Office of the Vice President for Student Affairs, the Office of University Counsel shall assume the role identified for the Office of the Vice President for Student Affairs or assign an appropriate university employee to serve in the role identified for the Office of the Vice President for Student Affairs for that specific complaint.

All university employees are responsible for guiding students who wish to file a formal complaint to this policy and process.

Enforcement

University employees who fail to comply with this policy may be subject to disciplinary action up to termination.