The Office of the University Registrar is committed to providing excellent customer service. The Grievance Procedure exists to allow students the ability to address escalating conflicts in a prompt, fair and orderly manner. Outlined below are the procedures to be used in filing a grievance. (NOTE: Grievances about academic matters, such as disputes about grades or academic progression, follow the student’s academic grievance process in the appropriate School.)
Types of Complaints
Types of student complaints that may be addressed by the Office of the Registrar include, but are not limited to, the following:
• Unreasonable or inequitable decisions concerning services provided by the Office of the University Registrar Staff
• Unprofessional treatment by staff in the Office of the University Registrar
Student Grievance Procedures
Students should attempt to resolve all conflicts with the appropriate office/person before filing a formal grievance as indicated in the procedures below.
Students with questions about the procedures may contact the Office of the University Registrar at (210) 567-2621.
Informal Resolution
Students should resolve conflicts with the office/person involved in the grievance utilizing a self-established informal resolution process that does not have to be in writing. Students may request that a supervisor be present when resolving conflicts. The selected supervisor may help with an informal resolution and may offer recommendations to resolve the problem.
If an informal resolution is not attained, the student may submit the formal Grievance Form and consult with the Senior Associate Registrar in the unit where the conflict resides. The student should submit the Grievance Form within 15 calendar days from the date of the informal resolution effort.
Formal Grievance
If an informal resolution is not achieved and the student wishes to submit a formal grievance, the student should complete the Grievance Form and attach any documents relevant to the complaint. In summary, the formal Grievance document should describe the complaint and all consequences and efforts made to resolve the conflict using the informal resolution process.
Review of the Grievance Document
The University Registrar will review the Grievance document within 25 business days from the time of submission. The University Registrar may consult with the Vice President for Academic, Faculty and Student Affairs (VPAFSA) to make the final decision. If additional information is needed before a decision is reached, the University Registrar and/or his designee may request additional documents from the student filing the grievance. Any additional documents requested from the student must be submitted within 7 business days. Failure to provide any information requested will result in termination of the grievance process. Once the formal grievance has been evaluated and a decision has been made, the University Registrar will promptly communicate this decision to the student within 25 business days from the date of the initial formal grievance.