STUDENT COMPLAINT POLICY
Troy University provides a wide variety of educational services, as well as artistic,
athletic, and cultural programs, along with non-academic services to students at teaching
locations located around the world. As a service organization, the University values high
quality in the delivery of all of its academic and administrative services to all of its
constituents in all of its locations.
Occasionally, a student may feel that the treatment they have received is not consistent
with expectations based upon the university’s official documents, such as the
Undergraduate Catalog, the Graduate Catalog, or the Oracle Student Handbook. In
these cases, the University desires to have a clearly defined path for students to express
their complaints in a manner that will provide documentation and accountability within
the institution for providing a timely response and resolution.
Definition of a complaint. A complaint is a written statement by a student that the
treatment they have received is not consistent with the university’s policies as stated in an
official document. Only students may submit a complaint.
Complaints concerning academic programs are to be submitted in writing by a student to
either the Office of the Associate Provost for Undergraduate Programs or the Office of
the Associate Provost for Graduate Programs, depending upon whether the student is an
undergraduate or graduate student. These complaints must reference the portion of the
Undergraduate or Graduate Catalog where the student perceives he or she was not treated
in a manner consistent with the information stated in the appropriate catalog. Academic
complaints related to grades may not be adjudicated through the Associate Provost’s
offices. Academic judgments made by faculty are based on academic content, course
requirements, and student performance. Students may not appeal grades based on
allegations concerning the competence of a faculty member, the fairness of an
examination, the difficulty of a course, or other matters of a purely academic nature.
Grades for individual assignments and exams may not be appealed. While it is
recognized that faculty hold the right and responsibility to grant a grade, a student who
receives a course grade that he or she believes to be unwarranted for reasons other than
those listed above may appeal that grade using the stated procedures located in the
Undergraduate or Graduate handbook as appropriate.
Complaints concerning student services are to be sent in writing by a student to the
Office of the Dean of Students and must reference the portion of the Oracle Student
Handbook in which the student perceives their treatment was inconsistent with the
polices in the handbook. Student services issues include housing, parking, student health
and wellness activities, Greek life, and campus security.