ESL Program Complaint Policy
Purpose
Sacred Heart’s English Language Institute (ELI) is committed to providing a positive, supportive, and academically enriching learning environment. ELI encourages students to raise concerns and provide feedback regarding their educational experience. This policy establishes a fair, transparent, and timely process for addressing complaints related to ESL programs.
Scope
This policy applies to all students enrolled in the ESL programs.
Complaints Covered by this Policy
- Academic instruction and classroom practices
- Program services and resources
- Student support services
- Faculty, staff, or student’s conduct within the ESL Program
- Program policies and procedures
- Facilities and learning environment
Complaints Not Covered by this Policy
This policy does not apply to matters governed by other Sacred Heart University policies and procedures, including, but not limited to:
- Academic grade appeals
- Academic integrity violations
- Discrimination and harassment complaints
- Title IX complaints
- Disability accommodation matters
- Student conduct matters
- Employment-related concerns
- Health and safety issues
These matters will be addressed through the appropriate University office in accordance with the applicable University policy. This policy does not replace or supersede University procedures governing these matters.
Complaint Definitions
The ELI encourages students to raise concerns and seek resolution through either informal or formal complaint procedures, depending on the nature and severity of the issue.
Informal Complaint
An informal complaint is a verbal or written expression of concern regarding an issue, action, decision, condition, service, or behavior within the ESL Program that may be resolved through discussion, clarification, or other informal means. Informal complaints typically do not require a formal investigation and are intended to facilitate timely resolution of concerns at the lowest appropriate level.
Formal Complaint
A formal complaint is a written statement submitted by a student alleging that a policy, procedure, action, decision, condition, or behavior within the ESL Program has adversely affected the student’s educational experience and has not been resolved through informal means or is not appropriate for informal resolution. A formal complaint initiates the ESL Program's official complaint review process as described in the Formal Complaint Resolution section.
Complaint Resolution
The ESL Program is committed to resolving student concerns in a fair, timely, and respectful manner through informal or formal complaint procedures.
Informal Resolution
Students are encouraged to resolve concerns informally whenever appropriate through open communication, clarification, and mutual understanding by:
- Discussing the concern directly with the individual involved, such as an instructor, staff member, or fellow student.
- If the issue is not resolved, or if the student prefers not to address the concern directly, reporting the concern to or requesting a meeting with the ESL Program Director for assistance.
If the concern cannot be resolved through the informal resolution process, or if informal resolution is not appropriate, the student may submit a formal written complaint in accordance with the formal complaint resolution process.
Formal Resolution
Students who are unable to resolve a concern through the informal resolution process, or whose concern is not appropriate for informal resolution, may submit a formal complaint electronically. The formal complaint procedures are outlined below.
Step 1: Submission of Complaint
A student may submit a formal written complaint via email to the ESL Program Director within thirty (30) calendar days of the incident.
The complaint should include:
• Student name and contact information
• Date(s) of the incident or concern
• Description of the complaint
• Names of individuals involved, if applicable
• Supporting documentation, if available
• Desired resolution
Formal complaints should be clearly identified by including the words ‘Formal Complaint’ in the subject line of the complaint submission email.
Step 2: Preliminary Review
- Upon receipt of the complaint, the ESL Program Director will:
- Acknowledge receipt of the complaint within five (5) business days.
- Determine whether the complaint falls within the scope of the ESL Program.
- Determine whether the complaint should be referred to another University office or handled through another University policy or procedure.
- Notify the student if the complaint is referred to another University office.
Referral to Appropriate University Resources
If the ESL Program Director determines that a complaint is governed by another University policy or procedure, the student will be referred to the appropriate University office for review and resolution.
Examples include, but are not limited to:
Title IX and sexual misconduct concerns
Discrimination or harassment complaints
Disability accommodation requests or grievances
Student conduct violations
Academic integrity matters
Health and safety concerns
The ESL Program Director will assist the student in identifying the appropriate University office and understanding the applicable process. Complaints referred to another University office will be handled in accordance with the procedures established by that office.
Step 3: Investigation
If the complaint falls within the scope of the ESL Program, the ESL Program Director will:
- Review the complaint and supporting documentation.
- Gather additional information, as necessary.
- Meet with the student and other involved parties, when appropriate.
- Maintain confidentiality to the extent permitted by law and University policy.
Step 4: Resolution
The ESL Program Director will normally provide a written decision within fifteen (15) business days of receiving the complaint.
The written decision may include:
- Findings from the review
- Actions taken or recommended
- Information regarding next steps or appeal options
- Dismissal of the complaint if it fails to allege a policy violation or lacks sufficient supporting evidence
Complex cases may require additional time. If so, the student will be informed of the anticipated timeline.
Step 5: Appeal
If the student is dissatisfied with the outcome of the complaint, they may submit a written appeal to the Executive Director or their designee within ten (10) business days of receiving the written decision.
The appeal should include:
- The reason for the appeal
- Any additional information or documentation
- The specific aspect of the decision being challenged
The Executive Director or designee will review the appeal and normally issue a written final decision within fifteen (15) business days.
Additional Provisions
The following sections provide important information related to this policy, including student protections, University grievance procedures, Title IX reporting, record keeping, external complaints, and continuous program improvement.
Non-Retaliation
Students who submit complaints or participate in complaint investigations in good faith will not be subject to retaliation, intimidation, coercion, or adverse treatment. Any concerns regarding retaliation should be reported immediately to the ESL Program Director or the appropriate University office.
Record Keeping
The ESL Program will maintain records of formal complaints, investigations, and resolutions in accordance with University record-retention practices and accreditation requirements. Complaint records will be maintained securely and accessed only by individuals with a legitimate educational or administrative need.
University Grievance Procedures
Students enrolled in the ELI programs are students of Sacred Heart University and they are subject to all applicable University policies, procedures, and standards of conduct. While the ESL Program maintains its own complaint process for program-specific concerns, students may also utilize University grievance and complaint procedures when appropriate. ESL students have the right to seek assistance directly from the appropriate University office, department, or administrator without first utilizing the ESL Program complaint process.
Title IX and Sex-Based Discrimination Complaints
Sacred Heart University is committed to maintaining a learning, living, and working environment free from sex discrimination, sexual harassment, sexual assault, dating violence, domestic violence, stalking, and other forms of misconduct prohibited under Title IX.
Any ESL student who believes they have experienced or witnessed conduct that may violate Title IX is encouraged to contact the University’s Title IX staff directly. Students may file a complaint with Title IX without first utilizing the ESL Program complaint process.
The ESL Program Director may also refer students to Title IX staff when a complaint involves allegations of sex discrimination, sexual harassment, sexual misconduct, dating violence, domestic violence, stalking, retaliation, or other conduct covered by Title IX. Complaints referred to the Title IX will be reviewed and addressed in accordance with University policies and procedures.
External Complaints (CEA)
The ESL Program encourages students to utilize the ESL Program and University complaint procedures whenever possible. However, students or other interested parties who believe the program is not in compliance with CEA Standards may submit a complaint directly to the Commission on English Language Program Accreditation (CEA) in accordance with CEA's Complaints Against Accredited Programs and Institutions policy.
Continuous Improvement
The ESL Program periodically reviews complaint data and student feedback to identify trends, improve services, strengthen policies, and enhance the overall student experience while protecting the confidentiality of individuals involved.
Questions
Questions regarding this policy should be directed to the ESL Program Director. This policy will be made available to all ESL students through the ESL Student Handbook and other appropriate University communications.