Complaint Resolution - Illinois State University
Federal regulations require institutions of higher education to publish contact information for use by students and other parties in filing concerns or complaints. Contacts for concerns or complaints regarding programs and services at Illinois State University are provided below. Links in this document are active; if accessing this document online, click the link to access the linked information. URLs for all links are listed at the end of this document.
Resolving Complaints on the Department/School, College, or Unit Level
The recommended first step in resolving concerns or complaints is to contact the instructor, department or school, college, or student affairs unit at the University responsible for the course, program, or service that is the source of concern or complaint. These are described below by type of concern or complaint.
Academic Concerns
The Code of Student Conduct sets forth policies regarding appropriate academic conduct and describes processes followed when violations of the code are alleged, including, but not limited to, violations of Academic Integrity policies that prohibit plagiarism and other acts of academic dishonesty. Questions regarding the Code of Student Conduct and its enforcement may be directed to the Office of Student Conduct and Community Responsibilities, a unit of the Dean of Students Office..
Students are encouraged to contact their instructor first if seeking assistance with a concern regarding a course or academic program, including, but not limited to, an assignment or course grade or the oral English proficiency of an instructor. If the instructor is unable to address the concern, the student may seek assistance from the chairperson or director of the academic department or school through which the course or program is offered. Concerns or complaints not resolved by the department chairperson or school director may be addressed to the dean of the college in which that department or school is administratively located. For a current list of department chairpersons, schools directors, and college deans, see the About page of the Office of the Provost website.
For policies and procedures regarding final course grade challenges, see Final Course Grade Challenge Policy, Final Course Grade Challenge Procedure, and Final Course Grade Challenge Form.
Students enrolled in an online or distance education course or program are encouraged to contact their instructor for academic concerns and the Technology Support Center for problems related to the technology used in the course or program. Concerns that cannot be resolved by the instructor or the Technology Support Center may be addressed to the chairperson of the department or director of the school through which the course or program is offered. Concerns or complaints not resolved by the department chairperson or schools director may be addressed to the dean of the college in which that department or school is administratively located. For a current list of department chairpersons, school directors, and college deans, see the About page of the Office of the Provost website.
Student Affairs Concerns
Concerns or complaints regarding student services, including, but not limited to, campus housing, campus dining services, student health services, student counseling services, and student recreation services, should first be addressed to the supervisor or director responsible for the service or unit. Students needing assistance identifying the appropriate individual or party to whom a concern or complaint should be addressed may contact the Dean of Students Office for guidance. Weekdays between 8:00 a.m. and 4:30 p.m. questions may also be addressed to the Dean on Duty.
Harassment and Discrimination Concerns
Any concerns regarding alleged harassment or discrimination should be promptly addressed with the Office of Equal Opportunity and Access. OEOA is responsible for implementing complaint policies and procedures set forth in University Policy 1.2: Anti-Harassment and Non-Discrimination Policy and University Policy 1.2.1: AntiHarassment and Non-Discrimination Policy Complaint Procedures.
Student Access and Accommodations Concerns
Concerns or complaints regarding accommodation services for students and guests with disabilities and/or medical/mental health conditions may be directed to Student Access and Accommodation Services, a unit within the Division of Student Affairs.
Concerns Not Resolved on the Department/School, College, or Unit Level
Students unable to resolve concerns through contacts with instructors, department chairpersons, school directors, college deans, or student affairs unit may contact any of the three university administrative offices listed below. Written contacts are recommended, although complaints or concerns may also be filed verbally, either in person or via phone.
For academic concerns:
Office of the Vice President for Academic Affairs and Provost
Hovey Hall 401
Campus Box 4100
Phone: (309) 438-7018
For student affairs concerns:
Office of the Vice President for Student Affairs
Hovey Hall 410
Campus Box 2100
Phone: (309) 438-5451
For all concerns:
Office of the President
Hovey Hall 421
Campus Box 1000
PH: (309) 438-6577
Concerns Not Resolved at the University Level
Students may also address any concern or complaint regarding any program or service of Illinois State University to the Illinois Board of Higher Education, the state agency responsible for oversight of colleges and universities in Illinois, or to the Higher Learning Commission, the regional entity that accredits Illinois State University. Please note that the staff of either agency may refer any person communicating a concern or complaint not yet communicated to the appropriate unit at Illinois State University back to Illinois State University.
Students enrolled in a distance education program of Illinois State University but residing in a state other than Illinois may also contact the agency in their state responsible for oversight of colleges and universities. For a list of those contacts, consult the NC-SARA website (use the States drop down menu in the navigation bar in the page header).
Office of the Vice President for Academic Affairs and Provost, Illinois State University, October 30, 2017