Student Complaint Policy
Eastern Mennonite University welcomes open communication from students regarding university policies, practices, and student experiences. Student feedback assists the university in evaluating effectiveness and improving processes, services, and procedures. Whenever possible, students are encouraged to first seek informal resolution by communicating directly with the individual, office, or administrator responsible for the area of concern. In cases where power differentials make direct communication difficult, students are encouraged to speak to their advisor, coach, student life staff member, or other trusted faculty or staff members who can connect them to the administrator responsible for the area of concern.
Formal Written Complaints
When a student wishes to submit a formal written complaint, the student should complete the Student Complaint Form available at EMU Student Complaint Form.
The complaint form is directed to the executive advisor to the president, who will determine the appropriate university official to review and respond to the concern. The university official assigned to the complaint will review the written complaint and will communicate with the student about the complaint, often scheduling a meeting to hear more from the student and explore options for resolution. A formal written response from the university official will be provided within five business days of notification of the complaint. The formal written response will include the text of the written complaint, communication and steps taken to review and respond to the complaint, and a statement of how the complaint was resolved. The executive advisor to the president will receive a copy of the response.
If the student is not satisfied with the outcome or resolution of the complaint, the student may pursue additional review through the university’s Conflict and Grievance Policy and Procedure, as outlined in the applicable student handbook. EMU prohibits retaliation against any student who submits a complaint in good faith. Allegations of retaliation may also be addressed through the Conflict and Grievance Policy and Procedure.
Complaints for Distance Education Students (Online)
EMU participates in the National Council for State Authorization Reciprocity Agreements (NC-SARA). Students enrolled in distance education courses or programs who reside outside the Commonwealth of Virginia and who have exhausted EMU’s internal complaint processes may appeal unresolved complaints to the State Council of Higher Education for Virginia (SCHEV), the Commonwealth of Virginia’s NC-SARA portal entity.
NC-SARA complaints generally relate to consumer protection matters associated with interstate distance education activities, including:
inaccurate or misleading information regarding tuition, fees, or program costs;
inaccurate information regarding program completion requirements;
concerns related to advertising or recruitment practices;
or failure to comply with applicable state or federal consumer protection requirements.
Complaints relating to grades, student conduct matters, academic judgments, or student employment matters are generally not governed by NC-SARA policies and should instead be addressed through university academic or student accountability procedures.
Students seeking to file a complaint with SCHEV may do so after exhausting EMU’s internal complaint procedures. Additional information and the SCHEV complaint process are available at: SCHEV Student Complaints Information
Policy Steward
Dean of Students
Direct Stakeholders
Executive Advisor to the President
Dean of Students
Director of Institutional Research & Effectiveness
Indirect Stakeholders
Students
Employees
Communication
University Website
Student Handbooks
Approving Body
President’s Cabinet
Review Cycle
Every 3 years
Review History
Approved by President’s Cabinet May 21, 2003
Revised March 2007
Revised February 2009
Updated March 2021
Revised and Updated May 2026