INTRODUCTION

Touro University is committed to safeguarding the interests of all students. Every student is entitled to fair and respectful treatment in alignment with the University’s policies and procedures. Touro University has multiple mechanisms via which student complaints can be addressed promptly, appropriately, and equitably. Students who believe they have been aggrieved by the University, and whose concerns are not addressed by other established complaint mechanisms, may seek resolution through the complaint procedure outlined below. The University strictly prohibits retaliation against anyone who files a complaint.  

PURPOSE

This student complaint procedure is available to any Touro University student who seeks to resolve a legitimate grievance directly affecting them, provided the issue is not governed by another complaint mechanism (see Exception to Policy below). This procedure specifically applies to complaints arising from actions by another member of the University community – such as a faculty member, administrator, or staff member - acting in an official capacity, in the application of a school policy or in provision of services.

DEFINITIONS

Dean – academic administrator of school or college.

Dean of Students – academic administrator who serves under the Dean and is focused on student affairs and student success. Title may differ by school or college.

Student – any person who is matriculated to the University and/or is officially registered in a course or has a continuing academic relationship with the University. 

COMPLAINT POLICY

If a student believes that Touro’s policies and procedures have not been applied fairly by the University, by an administrative department, or by an employee, the student may seek resolution by following the procedure described below (see Procedure for Student Complaint Policy). The student will contact the Dean of Students of the school or campus where they are enrolled, or the equivalent. In the event there is no Dean of Students, the student will bring their complaint to the Dean of the school or college to guide them through the procedure.  

If the Complaint is against the Dean of Students or the Dean of the school, the student may use the relevant Vice President or Provost/CAO as their point of contact.

Prior to filing the formal written complaint, the student is strongly encouraged to remedy the situation via an informal resolution. In the event informal resolution is unsuccessful or not attempted, then a formal complaint may be filed.

EXCEPTION TO POLICY

This Policy is not applicable to complaints that are governed by other policies and procedures. Examples include, but are not limited to:

1. Title IX complaints (Title IX Policy | Touro University).
2. Complaints of sexual misconduct 
   Touro University System Sexual Misconduct Policy (NY) - FINAL FOR PUBLICATION (09-05-2023).pdf | Powered by Box
3. Claims of discrimination (https://www.touro.edu/departments/institutional-compliance/complaint-procedures/)
4. Code of Conduct violations (Student Code of Conduct Policy in all Catalogs)
5. This Policy may not be used for appealing grades or for appealing other academic decisions made by any Touro University program. Academic decisions may include dismissal, suspension, leave of absence, petition to return, probation, repeating a course, repeating a semester, etc. Such appeals are governed by the Catalog or Student Handbook for the school or program in which the student is enrolled.
6. TUS Academic Integrity Policy Resolution of Academic Integrity Violations | Touro University
7. Satisfactory Academic Progress Policy Satisfactory Academic Progress Policy | Touro University

SCOPE

This policy applies to Touro University NY, Touro University California, Touro University Nevada, Hebrew Theological College, Touro University Worldwide, and to Touro University branch campuses and additional locations.

PROCEDURE FOR STUDENT COMPLAINT POLICY

1. Bringing the Complaint to the Dean of Students: The student will bring their complaint to the attention of the Dean of Students of the school or campus where they are enrolled. In the event there is no Dean of Students, the student will bring their complaint to the attention of the Dean of the school who will designate another administrator to guide the student through the process.
   
   The Dean of Students (or other designated administrator) will determine if the complaint is appropriate for the procedure in this Student Complaint Policy and will guide the student as to what course of resolution would be most appropriate. The Dean of Students will also contact the individual responsible for the matter being grieved and discuss the charges.
   
   If the complaint is against the Dean of Students, the student may submit the complaint to the Dean of the school. If the complaint is against the Dean of the school, the student may submit the complaint to the relevant Vice President or Provost/CAO. (Administrators involved in all subsequent steps in the procedure shall be adjusted accordingly, one level up.)
2. Attempt at Informal Resolution: The student is encouraged to attempt to resolve the matter informally with the individual responsible for the matter being grieved. At the student’s request, the Dean of Students shall arrange for a meeting of the parties, attend such meeting(s), and attempt to aid in the resolution of the complaint through informal mediation.
3. Formal Resolution - Filing a Complaint: In the event informal resolution is unsuccessful or not attempted, the student may seek a formal resolution of the matter. The student (complainant) will provide the Dean of Students or other designated administrator with a written statement that includes:
   1. a description of the grievance including the date of alleged incident;
   2. the person against whom the complaint is being filed (respondent);
   3. all pertinent supporting documentation;
   4. the policy or procedure that was allegedly violated;
   5. the outcome requested by the student to remedy the grievance.

   The administrator to whom the complaint was submitted will review the matter and determine a proper course of action to address the complaint. This may entail the administrator’s own evidence gathering and fact-finding or referral of the matter to a Hearing Committee.
   
   The formal complaint must be filed within sixty (60) calendar days of the alleged incident.

4. Formal Resolution – Recommendation and Decision: The recommendation on resolving the grievance must be based solely on the evidence presented. The recommendation of the administrator or the Hearing Committee will be submitted to the Dean of the school for a final decision.

CONFLICT OF INTEREST

Touro University ensures that final determination of each formal complaint will be made by a person or persons not directly involved in the complaint.

RECORD KEEPING

The Dean of the school is responsible for maintaining records of formal complaints filed by students and the decisions resolving the grievances.