Student Grievance Policy

The staff and leadership of Auxiliary Enterprises are committed to providing excellent customer service across a broad area of
service areas, including housing, shuttle, parking, food services, student health and counseling, and the recreation center. The
Grievance Policy 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. Auxiliary Enterprises also seeks regular student feedback through its
Customer Survey in an effort to continuously improve its services. Student Health and Counseling also seeks regular feedback
through its Patient Satisfaction Survey, and includes information in all clinics on making complaints to the Texas Medical Board,
which is required by state law.

Types of Complaints
Grievance Procedures
Informal Resolution
Formal Grievance
Grievance Document

Types of student complaints that may be addressed by Auxiliary Enterprises include, but are not limited to, the following:

Unreasonable or inequitable decisions concerning services provided
Unprofessional treatment by staff

Students should resolve conflicts with the service area involved by utilizing a self-established informal resolution process that
does not have to be in writing. Students may request that an alternate staff member be present when resolving conflicts. The
selected staff member may help with an informal resolution and may offer recommendations to resolve the problem. Every effort
will be made to maintain the student’s confidentiality. If an informal resolution is not attained, the student may submit the formal
Grievance Form using the process outlined below.

If an informal resolution was not achieved and the student wishes to submit a formal grievance, the student should complete and submit the Grievance Form within 15 calendar days from the date of the informal resolution effort, 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.

The Vice President, Auxiliary Enterprises (VPAE) will review the Grievance document within 25 business days from the time of submission. The VPAE may consult with the head of the appropriate service area to make the final decision. If additional information is needed before a decision is reached, the VPAE 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 working 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 VPAE or his designee will promptly communicate this decision to the student within 25 business days from the date of the initial formal grievance.

Types of Complaints
Types of student complaints that may be addressed by Auxiliary Enterprises include, but are not limited to, the following:
- Unreasonable or inequitable decisions concerning services provided
- Unprofessional treatment by staff
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 Assistant to the Vice President of
Auxiliary Enterprises at 713-500-8400.
Informal Resolution

Students should resolve conflicts with the service area involved by utilizing a self-established informal resolution process that
does not have to be in writing. Students may request that an alternate staff member be present when resolving conflicts. The
selected staff member may help with an informal resolution and may offer recommendations to resolve the problem. Every effort
will be made to maintain the student’s confidentiality. If an informal resolution is not attained, the student may submit the formal
Grievance Form using the process outlined below.
Formal Grievance

If an informal resolution was not achieved and the student wishes to submit a formal grievance, the student should complete and submit the Grievance Form within 15 calendar days from the date of the informal resolution effort, 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.
Grievance Document

The Vice President, Auxiliary Enterprises (VPAE) will review the Grievance document within 25 business days from the time of submission. The VPAE may consult with the head of the appropriate service area to make the final decision. If additional information is needed before a decision is reached, the VPAE 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 working 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 VPAE or his designee will promptly communicate this decision to the student within 25 business days from the date of the initial formal grievance.