Contact the faculty member within 15 workdays of the issue, or within the first 15 workdays of the next regular semester (fall/spring) for grade disputes.

• Faculty Unavailability: If the faculty member no longer works at WKU, contact the department head. If they cannot establish communication with the former instructor, you may move to Step 2.
• Declined Discussion: If a current faculty member declines to discuss the issue, you may move directly to Step 2.

Submitting the Complaint: If the student and faculty member are unable to resolve the issue, the student may escalate the complaint to the faculty member’s department head. Written notification must be submitted to the department head within two weeks of the meeting with the faculty member. If the faculty member is also the department head, proceed directly to Step 3.

• Required Documentation: The written notice must clearly outline the specific practices or procedures the student considers unreasonable or unfair, along with any supporting documentation.
• Mediation: The department head will hear both sides and attempt to facilitate a mutually agreed-upon resolution. If no agreement is reached, the department head will issue a formal recommendation. The process shall proceed in this way:
  • The department head may elect to meet with the student and faculty member separately.
  • If needed, a joint meeting will be schedule with both parties present.
  • Neither party may bring external representation to this meeting.
• Written Record and Outcomes: The department head will maintain a written record of the meeting and provide a copy, along with their recommendation, to both the student and the faculty member.
• Faculty Absence or Non-Participation: If the faculty member is no longer employed by WKU or declines to participate, the department head’s decision will stand.

If the student remains dissatisfied with the departmental outcome, the student may escalate the complaint to the college level. Written notification must be submitted to the Dean of the College (or the Dean’s designee) within two weeks of receiving the department head’s recommendation.

• Required Documentation: The written notice must include:
  • A copy of the department head’s record and recommendation.
  • A clear statement outlining the faculty member’s alleged unreasonable or unfair practices/procedures.
  • Any supporting documentation.
• Review by the Dean: The Dean or designee may first attempt an informal resolution by meeting with the student, faculty member, and department head. If informal meetings do not resolve the issue, the Dean or designee will refer the case to the College Complaint Committee.
• Escalation to the College Complaint Committee: The meeting will generally occur within two weeks of the Dean receiving the written notice. If submitted at the end of a semester when convening is not feasible, the committee will meet within the first two weeks of the following regular semester (fall or spring).
• Committee Composition: The committee consists of at least three faculty members and two student representatives, excluding any members from the faculty member’s home department.
• Committee Proceedings:
  • Neither the student nor the faculty member may bring outside representation.
  • All presented materials and discussions are confidential and subject to FERPA regulations.
  • Both parties present their sides to the committee and may elect to remain present while the other speaks.
• Committee Decision: The committee will document the meeting, along with its decision and written rationale. Copies will be sent to the Dean, student, faculty member, and department head.
• Enforcement and Appeal: The decision becomes final aftertwo weeks if neither party appeals. The Dean’s office will enforce any required actions.

If either the student or the faculty member is dissatisfied with the decision of the College Complaint Committee, they may appeal to the University Complaint Committee. The appealing party must submit a written appeal to the Office of the Provost within two weeks of the College Committee’s decision. A copy of the appeal must also be delivered to the non-appealing party.

• Required Documentation: The written appeal must include:
  • A copy of the College Complaint Committee’s decision.
  • A clear statement outlining the grounds for appeal (e.g., alleged unreasonable or unfair practices or procedures).
  • Any supporting documentation previously submitted.
• Committee Proceedings: The Office of the Provost will convene the University Complaint Committee and provide both the student and faculty member with a copy of the committee's procedural guidelines.
  • The committee will review prior recommendations from both the department head and the College Complaint Committee.
  • A conference will be scheduled with both the student and faculty member present. Neither party may bring outside representation.
  • All presented materials and discussions are strictly confidential under FERPA.
  • No new materials may be introduced at this stage. If new materials are presented, the appeal will be referred back to the College Complaint Committee.
• Final Decision and Enforcement: The committee will document the conference, along with its written decision and rationale. Copies will be provided to the Provost, College Dean, student, faculty member, and department head. The Office of the Provost will ensure that the committee’s decision is duly enforced.

• Impartiality: The Ombuds Officer is neither an advocate for the student nor for the University. The officer provides an objective perspective to help resolve concerns.
• Independence: Operating outside standard administrative structures, the Ombuds Officer maintains direct communication with the Provost as needed.
• Informal Nature: Utilizing the Ombuds Officer is entirely voluntary but contact does not replace existing University policies or formal complaint procedures.
• Deadlines Remain Active: Communicating with the Ombuds Officer does not pause, extend, or alter official University policy time limits or complaint deadlines.
• No Official Notice: The Ombuds Officer cannot receive official notice on behalf of WKU.

• Confidential Consultation: Provides impartial guidance on personal grievances, policy misapplications, or improper treatment.
• Policy Explanation: Helps students understand how University rules apply to specific academic situations.
• Unstructured Problem Solving: Assists in resolving complex issues where no formal policy exists and explores alternative pathways to equitable solutions.
• Facilitated Communication: With student permission, consults involved parties to clarify issues, focus discussions, and suggest resolution options.
• Referrals: Directs students to the appropriate supervisors or University officials who can address specific concerns.
• Professional Standards: Upholds high levels of confidentiality, integrity, sound judgment, and respect.

• Student Academic and Grade Complaint Procedure.
• • This document outlines the current institutional complaint procedure for resolving academic or grade complaints.
• State-Wide General Education Transfer Appeals Process.
  • This document outlines how to resolve issues regarding transfer credit disputes.

WKU CARES Student Success Coaches create a supportive and empowering environment that nurtures growth and development with proven results! Our statistics show that WKU Online students who interacted with our WKU CARES Coaches were 20% more likely to succeed in courses than other students and made substantial improvements to their GPAs.A typical coaching session, whether by phone or video chat, lasts 30-45 minutes.

Reach out to a coach today if you need guidance with any of the following:

• Time management, prioritization, and overcoming procrastination
• Work-life balance and stress management
• Academic skill development and online learning strategies
• Goal-setting, motivation, and leveraging WKU resources

For disputes regarding a course or grade, please follow the four-step Institutional Academic Complaint Process detailed above. Our Online Student Success team is available to help guide you through the initial steps. Email them at online.success@wku.edu.

If you are an online or distance learner with concerns regarding WKU’s institutional integrity, transparency regarding online offerings or professional licensure, or state authorization and accreditor concerns, you may file a complaint with the Kentucky Council for Postsecondary Education (CPE).

You may also contact CPE through NC-SARA’s list of State Portal Entities found here. Scroll down and click on Kentucky SARA Student Complaints Process.

External state portal entities (CPE/NC-SARA) and accrediting bodies (SACSCOC) address institutional compliance and consumer protection issues. They do not review disputes concerning academic performance, course grades, or student conduct. For grade and course-related grievances, students must follow WKU’s formal 4-Step Academic Complaint Process.

If you have a grievance related to institutional compliance, consumer protection, or distance education operational standards, you may file a complaint with WKU's accrediting body, the Southern Association of Colleges and Schools Commission on Colleges (SACSCOC), by reviewing their complaint policy or downloading the official complaint form.

Non-Resident Students who have fully exhausted WKU’s internal resolution processes may seek additional guidance by contacting the higher education agency in their home state or jurisdiction. For a list of these offices, click here.

The GI Bill Feedback System allows veterans, service members, and eligible dependents to report negative experiences with institutions receiving GI Bill funding or failing to adhere to the Principles of Excellence.

• Process: The VA reviews submitted complaints and forwards them to WKU or the appropriate government agency for investigation. (Note: Anonymous submissions are logged with the Federal Trade Commission’s Consumer Sentinel Network and are not sent to WKU for formal response).
• Institutional Response: WKU will issue an official response within 60 days to the VA, which is then delivered to the student to ensure the concern has been resolved to their satisfaction.

Recipients of Military Tuition Assistance (TA) or MyCAA education benefits can utilize the Postsecondary Education Complaint Systemto report misleading or unfair practices by educational institutions.

• Process: Complaints are evaluated by the DoD and forwarded to the appropriate oversight agency or university for resolution.
• Resources: For additional guidance regarding your education options utilize the Education Specialty Consultation available from Military OneSource.