Grievance Policy and Procedures

ONLINE STUDENT GRIEVANCES AND PROCEDURES:

This section describes complaints and grievances that can be made by online students against a member of the instruction team (instructor or grader) or an online course. Students and the relevant member of the instruction team are encouraged to work together to resolve concerns directly and amicably. If an issue cannot be resolved directly, the student may follow the grievance procedures set forth below.

DEFINITIONS:

Harassment / Discrimination

Personal grievances related to an incident(s) of sexual harassment or gender-based discrimination should not be pursued through this grievance process. If your grievance against an instructor is related to an incident of sexual harassment or gender-based discrimination, you should contact the Title IX Office directly. (Phone: 801-524-8157 | Email: titleix@ensign.edu)

Complaints

A complaint is an anonymous report made by a student against an instructor or a course. The anonymous complaint will be routed to the appropriate parties and will also be shared with the program chair. Course complaints are addressed by the course council. Instructor or grader complaints are addressed by the Instruction Management team.

Grievances

A grievance is a formal complaint against a member of the instruction team (unrelated to Title IX) regarding a perceived unfair action or omission of action occurring in a course. Grievances are not anonymous as they generally request in-depth investigations and actions to be taken for the student.

PROCEDURES:

Before Filing a Grievance or Complaint

Before filing an academic grievance, students should try to communicate privately with the instructor or grader involved. Addressing challenging situations at this level provides opportunities that bless both parties as they work together in a spirit of mutual understanding, patience, and love (see Matthew 18:15). Every effort should be made to take advantage of this opportunity to grow as disciples of Christ. If student concerns cannot be resolved at this level, the student may initiate the grievance process.

Timing

Students should initiate a grievance no later than the end of the semester following the semester in which the alleged grievance occurred. If conditions beyond student control prohibit filing a grievance during the allowed time, the student should file as soon as reasonably possible in order to be eligible for the grievance process.

ONLINE GRIEVANCE PROCESS:

1. A student files a complaint or grievance by filling out the Complaint/Grievance Form.
   • For anonymous complaints, students fill out the form and select “complaint” when prompted to indicate what type of concern they have. Complaints are forwarded to appropriate supervisors and parties, but the student does not receive a response.
   • For grievances, students should be prepared to explain the nature of the grievance, indicate the desired resolution, provide specific information (dates, times, etc.), and/or include supporting documentation (copies of email correspondence, discussion board posts, screenshots, and submission receipts).
     
2. Under the direction of the program chair, form responses are first routed to an Instruction Support Specialist (ISS) and Instructor Evaluator (IE).
   
   
3. The ISS, with the help of the IE, investigates the grievance by communicating with the student and the instructor or lead grader. A content expert may be consulted as needed.
   
   
4. The ISS determines a resolution and communicates the decision to the student and all other parties involved.

ONLINE GRIEVANCE APPEALS

Every reasonable effort should be made to achieve resolution at the lowest organizational level. If the student or instructor feels that all concerns were not properly addressed, and new and compelling information is presented by the student that the program chair, or the Instructor Evaluator for online courses, was not privy to in his or her assessment of the grievance request, a solution may be sought at a higher level according to the procedures outlined below.

Appeal Process

The student or instructor may appeal the decision to an Online Appeals Committee by following the directions on their initial resolution email. Online Appeals Committee meetings are held regularly during the semester. This committee is composed of an Instructor Evaluator, the program chair, the Director of Online Programs, and two peer students.

The IE will chair this committee and provide all pertinent evidence or material collected. After evidence is presented, the committee will discuss the case. If there is no precedent for the issue, and the committee feels the need, they may seek additional counsel from appropriate stakeholders. A decision will be made by majority vote, and the IE will present it in writing to the student, instructor, and all those involved in the initial grievance and appeal. The decision of this committee is final.

Honor Code Grievance https://www.ensign.edu/investigation-and-administrative-review

Students taking BYU-Idaho Online courses through course sharing: https://www.byui.edu/office-of-compliance/complaints