Student Complaint Log
At South, it is our goal to "ensure that all are welcome at the University of South Alabama and that for everyone, this is a place that feels like home."
The student complaint process is an important component of that goal by providing students an opportunity to be heard and allowing University personnel to address grievances in a fair and timely manner.
Student complaint logs are maintained by administrative divisions and by all units that provide academic or student support services. The University utilizes the data obtained from these logs to evaluate the efficacy of standing policies, identify patterns of student grievances, and ensure students receive due process.
Through this process, the University seeks to foster a culture of continuous improvement and strives “to make campus an environment where students value the student services and student life experience”.
At USA, the Student Complaint Log process is overseen by the Office of Institutional Effectiveness (OIE). If you have questions or would like assistance, please email effectiveness@southalabama.edu.
Understanding the Student Complaint Log
The Student Complaint Log is a valuable tool for showcasing our commitment to student success. Rather than viewing the log as a record of things gone wrong, consider it an opportunity to highlight the great work your division does every day.
Here’s why the log is a benefit to you and your division:
- A chance to shine. The log provides a clear record of your office’s responsiveness and professionalism in resolving student concerns. It documents how you have helped students and made a positive impact.
- A focus on solutions. It tells the story of a complaint and its resolution, highlighting your effectiveness and the positive outcomes you achieve.
The goal is simple: to highlight our shared commitment to supporting students and to build a stronger, more responsive campus environment.
Supporting Accreditation Readiness
The Student Complaint Log is an important accreditation requirement for SACSCOC. The data collected will be submitted as part of USA’s 2029 Fifth-Year Interim Report, and it is an important part of the on-site visit during the reaffirmation process.
Defining a Student Complaint
All colleges and schools, academic departments, the President’s Office, libraries, and academic or student support services units must keep a log of “written general student complaints.” For the purpose of our reporting, a written student complaint is defined as "any complaints received in writing to include electronic methods of communication."
To make the data more useful, we also encourage you to include complaints received by phone or in person. Capturing all complaints gives your division a complete picture of student concerns and helps identify trends.
A general student complaint is any complaint that is not:
- A Sexual Harassment or Sexual Violence Complaint
- A Final Grade Grievance
- A Student Worker Grievance
- A criminal complaint or action
Grievance Policies
Student complaints fall under four broad categories at USA: A.) general complaints, B.) sexual harassment and sexual violence complaints, C.) grade grievances, and D.) student worker grievances. Policy Guidelines are available in the University Policy Library and on the Student Affairs, Academic Affairs, Title IX, USAonline, and Enrollment Services web pages.
Distance Education Students
Students enrolled in distance education courses may address unresolved complaints to Alabama’s State Portal Entity.
Please note that complaints must first go through USA’s grievance procedures. If a student has not utilized all available administrative procedures, the student will be referred back to the institution to complete the process.
For additional information, please visit the NC-SARA Student Complaints website.
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