Complaints or Grievances
https://www.mu.edu.sa/sites/default/files/2024-01/4.6%20Complaints%20or%20grievances.pdf
Student Grievances and Complaints Manual
Student Complaints
MU University is committed to a policy of fair treatment for its students/faculty/staff in their relationships with student, administration, faculty, staff and other members of the University community. The purpose of this policy is to establish and implement a complaint procedure.
The college of education and the department of English have a commitment to ensuring that all complaints are resolved using a clear, fair and reliable management process. The university in general and, the college of education and the department of English in particular treat complaints seriously and ensures all processes are clear, prompt, confidential and fair to all parties.
What are complaints?
You may complain against: 1. 2. 3. 4. 5. 6. Poor teaching quality or tutorial services. Misleading or withholding of information by tutor or administrative staff. Inadequate services and facilities. Misconduct by any University staff – administrative or academic. Misconduct by any student within University premises. Offensive or racist remark by staff or student within the University Premises.
Academic Complaints Academic disputes may include, but are not limited to:
a) admission,
b) grades during the academic semester,
c) academic suspension, charges of dishonesty,
d) plagiarism,
e) deliberate forgery of data,
f) work completed for one course and submitted for another, and,
g) violation of intellectual property.
Non-academic Complaints Non-academic issues may include, but are not limited to,
a) harassment (verbal or physical),
b) intimidation,
c) disruptive or abusive behavior within the limitations of MU campus, d) fines,
e) exclusion from a use of service,
f) discrimination,
g) record access, and,
h) violation of policy.
Settlement of grievances and complaints (Informal Resolution)
1) Firstly: The student should first try to resolve the grievance informally by discussing the grievance with the faculty member as soon as the student is aware of the matter.
2) Secondly: If the student and faculty member were not able to reach an agreement, the student should discuss the objection with the faculty member’s department coordinator.
3) Thirdly: If the student and faculty member were not able to reach an agreement, the student should discuss the objection with the faculty member’s department head.
4) Fourthly: If the complaint remains unresolved, the student should discuss it with the College Dean. In these informal discussions, the department head or dean is encouraged to mediate the dispute. In particular, he/she should talk to both the student and the faculty member, separately or together, and should examine any relevant evidence, including any documentation the parties wish to submit.
5) Fifthly: If the student objection is against the department head or the dean, the student should discuss it with one administrative level higher than that of the department head/dean.
Settlement of grievances and complaints (Formal Resolution)
1. Submit the application through the department official email within ten (10) business days of the incident outlining the complaint, the individuals involved, the date and the location of the incident. The student will be informed of the decision by e-mail within ten (10) business days of the complaint’s submission. Note that this process is confidential.
2. If the student is not satisfied with the outcome, he/she has the right to appeal the decision within ten (10) business days of its announcement. The result of the appeal will be e-mailed to the student within ten (10) business days of submitting the appeal.
3. In all cases, if the student does not receive a formal response within ten (10) business days of the complaint/appeal submission, he/she should consider the request rejected.
4. In cases where the student believes that the procedures were not properly followed, he/she has the right to appeal the decision to the Vice dean for Student Affairs. The appeal must be filed within ten (10) business days of the date of the decision. The Vice dean for Student Affairs shall review all documentation relating to the appeal and make a decision. At this stage, the outcome of the appeal is final and no further appeal is available.
5. All documents related to the complaint, appeal, and decision shall be kept at the Office of Vice dean for Student Affairs
Mechanism for reviewing students’ grievances against written grades in a course (Guiding form for members of grievance committees and faculty members)
The steps below must be followed to review students' scores in written exams. The following is verified:
1. Correct all test questions.
2. Ensure that the grades of all questions are added to the final grade awarded.
3. Ensuring the correctness of counting and collecting the questions’ scores, and their conformity to the awarded or given score.
4. It is ensured that all sub-questions are corrected in questions that contain sub questions (A, B, C, for example), and put the degree of each is inside a circle.
5. The total score of the sub-questions is identical to the total score of the question.
6. He or she reviews the validity of the degree of the denominator for the degree granted by the professor, as he may evaluate the answer as the final degree is less than its actual value which affects the student's degree.
7. Ensure that the total score includes adding practical, oral, and year work scores in the courses that include these tests, and in this case, the correctness of the combination is verified.
8. The committee formed for re-correction prepares a detailed report for the head of the department of what was done in the review process, and specifying which of the modifications were made as a result of the review process.
9. The head of the department fills out the degree modification form, signs it and submits it to the Dean of the College for approval
10. The head of the department notifies the Deanship of Admission and Registration to amend the degree, and attach a copy of the sub-committee.
11. The sub-committee shall keep the grievance and its outcome in the student’s file.
12. The Sub-committee responds to the petitioner or applicant in formal writing, and reports on the outcome of the investigation of his grievance.
Complaints and Grievances Committee
The committee was established to examine the complaints and grievances of the faculty members. The Duties of the Committee includes:
1. Examining the complaints and grievances
2. Achieving the principle of transparency and justice through applying a clear work mechanism that clarifies the procedures followed in complaints and grievance.
3. Achieving equality and justice in a manner that does not contradict the rules and regulations.
Members of the Grievances and Complaints Unit
https://www.mu.edu.sa/ar/colleges/college-of-science-and-human-studies-at-hotat-sudair/129636
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Grievances and Complaints Unit |
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Member Name Job Office phone |
Dr. Saad bin Mohammed Al-Othaimeen Head of Unit s . alothaimeen @ mu . edu . sa 4797 |
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Member Name Job Office phone |
Dr. Yasser bin Saad Al-Shabramy Unit member 4849 |
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Member Name Job Office phone |
A. Muajjil bin Abdulaziz Al Muajjil Unit member [email protected] 4800 |
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Member Name Job Office phone |
Dr. Tahani bint Ibrahim Al-Zakri Deputy Head of Unit 4837 |
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Member Name Job Office phone |
A. Hala bint Nasser Ibrahim Al-Zaid Unit member 4804 |
To contact the Grievances and Complaints Unit:
https://www.mu.edu.sa/ar/colleges/college-of-science-and-human-studies-at-hotat-sudair/129641
Dr. Saad bin Mohammed Al-Othaimeen
Phone: 016404 4797
Email : [email protected]
https://www.mu.edu.sa/sites/default/files/content/2020/10/General%20Student%20Handbook.pdf
All University employees who are aware of or witness discrimination, harassment, misconduct, or retaliation are required to promptly report to the office of Vice Rector, whereas students who are aware of or who witnesses discrimination, harassment, misconduct, or retaliation are encouraged to promptly report to the Dean of Student Affairs. All initial contacts will be treated with the maximum possible privacy: specific information on any complaint received by any party will be reported to the Vice Rector, but, subject to the University’s obligation to investigate and redress violations, every reasonable effort will be made to maintain the privacy of those initiating a report of a complaint. In all cases, the University will give consideration to the complainant with respect to how the complaint is pursued but reserves the right, when necessary to protect the community, to investigate and pursue a resolution when an alleged victim chooses not to initiate or participate in a formal complaint.
Role of the Vice Rector and the Dean of Student Affairs
The Vice Rector is charged with coordinating the University response to reports of misconduct concerning University employees whereas the Dean of Student Affairs is charged with coordinating the University response to reports of misconduct concerning University students under this policy. The Vice Rector or the Dean of Student Affairs do not serve as advocates for either the complainant or the respondent. They will explain to both parties the informal and formal processes outlined below and the provisions for confidentiality. Where appropriate, both parties will be provided information on options for obtaining advocacy, medical and counseling services, and making criminal reports, and will be assisted with providing information on other resources.
Police Reporting
In addition to required campus reporting, reports may also be made to the police, especially if a crime is or may be involved, by calling the following numbers: Emergency 999.
https://www.mu.edu.sa/sites/default/files/content/2020/10/General%20Student%20Handbook.pdf
The University will respond to any alleged violation of this policy received by the Vice Rector or the Dean of Student Affairs. This section outlines ways in which offenses can be reported by individuals choosing to pursue complaint options.
Confidentiality and Reporting of Offenses
The Majmaah University will make every effort to safeguard the identities of individuals who seek help and/or report discrimination, harassment, and/or retaliation. While steps are taken to protect the privacy of victims, the University may need to investigate an incident and take action once an allegation is known, whether or not the reporting individual chooses to pursue a complaint. When a report is made, personally identifiable information (name of victim, name of respondent, etc.) may be initially withheld in cases where the victim is hesitant to come forward. Subsequently, campus officials may need additional information. The Vice Rector (in case university employees are involved) or the Dean of Student Affairs (in case students are involved) will conduct an initial inquiry, looking for any sign of pattern, predation, violence, or threat. When such exists, institutional action may be required in an effort to ensure campus safety. No employee should ever promise absolute confidentiality except those as described below. Reports may be private, but not confidential, as described below. Reports to police and/or officials do not obligate the complainant to file any criminal or university conduct charges.
Deliberately false and/or malicious accusations of discrimination, harassment, or retaliation, as opposed to complaints which, even if erroneous, are made in good faith, are just as serious an offense as discrimination, harassment, or retaliation and will be subject to appropriate disciplinary action. Complaints and reports should be made as soon as possible after an incident. Information and resources are available through the University Safety page. Options for filing a report include:
Anonymous and Third Party
Reporting The Vice Rector and the Dean of Student Affairs accept anonymous and third-party reports of conduct alleged to violate this policy and will follow up on such reports. The individual making the report is encouraged to provide as much detailed information as possible in order to investigate and respond as appropriate. The University may be limited in its ability to investigate an anonymous or third party report unless sufficient information is provided.
Confidential Reporting
If a reporting party would like the details of an incident to be kept confidential, the reporting party may speak with counselors, health service providers, local agencies, or members of the clergy who are permitted by law to maintain confidentiality (except in extreme cases of immediacy of threat or danger or abuse of a minor). These sources will submit anonymous statistical information for timely warning. If a reporting party is unsure of a resource’s ability to maintain confidentiality, the reporting party is advised to ask them before talking to them. The University counselors for students and/or the Employee Assistance Program for employees are available to help and can be seen on an emergency basis.
Private Reporting
Reports to University employees who are not confidential resources will be treated with the maximum possible privacy. If a reporting party is unsure of a resource’s ability to maintain privacy, the reporting party is advised to ask them before talking to them. The resource will be able to explain the resource’s reporting obligations and help a reporting party make decisions about who is in the best position to help. If personally identifiable information is shared, it will be shared with as few people as possible under the circumstances and efforts will be made to protect privacy to the greatest extent reasonably possible.
Formal Reporting
Complainants are encouraged to speak to University officials, such as the Vice Rector or the Dean of Student Affairs or University Police, to make formal reports. Complainants have the right, and can expect, to have complaints taken seriously by the University when formally reported and to have those incidents investigated and properly resolved through these procedures. Formal reporting still affords privacy to the reporter and only a small group of officials who need to know will be told. Information will be shared as necessary with investigator(s), witnesses, and the respondent. The number of people with this knowledge will be kept as low as reasonably possible to preserve a complainant’s rights and privacy.
Criminal Reporting
If someone is in immediate danger or is a victim of a crime, call 999. Some acts of discrimination and harassment may also be crimes, such as stalking. Allegations of criminal conduct should be reported to law enforcement agencies even when it is not clear whether the conduct rises to the level of a crime. Regardless, law enforcement agencies can assist with obtaining medical care, getting immediate law enforcement response and protection, connecting with victim advocate services and counseling support, initiating a criminal investigation as appropriate and answering questions about the criminal process.
https://www.mu.edu.sa/sites/default/files/content/2020/10/General%20Student%20Handbook.pdf
Informal resolution is an alternative to the formal complaint resolution process. The Vice Rector (for employees) or the Dean of Student Affairs (for students) will determine if informal resolution is appropriate, based on the willingness of the parties and the nature of the alleged conduct. Sanctions are generally not pursued as the result of an informal resolution process, though the parties may agree to appropriate remedies. The Vice Rector and the Dean of Student Affairs will keep records of any resolution that is reached. The University reserves the right to cancel informal resolution if sufficient evidence suggests a formal investigation or other sanctions or remedies may be necessary and appropriate. It is not necessary to pursue informal resolution first in order to make a formal complaint, and anyone participating in an informal resolution can stop that process at any time and request to continue through the formal process. Except in cases involving criminal activity, an employee or student alleging discrimination, harassment, and/or retaliation against an employee under this policy is encouraged to discuss the allegation with the head of the department in which the alleged discrimination, harassment and/or retaliation occurred. The department head will then consult with the concerned office to determine an appropriate course of action. If it is appropriate, an attempt to facilitate an informal resolution of the matter will be made. In the event that an informal resolution is not reached, is not appropriate, or is not pursued, the student or employee who is alleging the discrimination, harassment, or retaliation may consult with the concerned office to initiate a formal investigation.
Formal Resolution Process
Filing a Complaint
Any individual who believes that this policy has been violated should contact the Vice Rector (for employees) or the Dean of Student Affairs (for students). The University website also includes a reporting form at its website which may serve to initiate a complaint.
Complaint Intake
Following receipt of notice or a complaint, the Vice Rector (for employees) or the Dean of Student Affairs (for students) will normally, within five business days, make an initial determination as to whether the information has merit to reasonably indicate there may have been a violation of University policy. If it appears a violation may have occurred, an investigation will begin. If the complaint does not appear to allege a policy violation or if conflict resolution is desired by the complainant and appears appropriate given the nature of the alleged behavior, then the complaint does not proceed to investigation. An investigation will be pursued if there is sufficient information to suggest a policy violation may exist, a pattern of misconduct, and/or a perceived threat of further harm to the community or any of its members.
Interim Action
The University will implement interim and/or protective actions upon notice of alleged discrimination, harassment, and/or retaliation and will take additional prompt remedial and/or disciplinary action with respect to any member of the community, guest, or visitor who has violated this policy. Interim actions include but are not limited to: no contact orders, no trespass notices, providing counseling and/or medical services, academic support, living arrangement adjustments, providing a campus escort, academic or work schedule and assignment accommodations, and safety planning.
The University may suspend, on an interim basis, a student or place an employee on administrative leave pending the completion of the investigation and procedures. In cases in which an interim suspension or administrative leave is imposed, the student or employee will be given the opportunity to meet with an appropriate administrator prior to such action being imposed, or as soon thereafter as reasonably possible, to show cause why the action should not be implemented. Violation of interim provisions will be grounds for disciplinary action.
During an interim suspension or administrative leave, a student or employee may be denied access to University housing and/or the University campus, facilities, or events, either entirely or with specific application. As determined by the appropriate administrative officer, this restriction includes classes and/or all other University activities or privileges for which the individual might otherwise be eligible. At the discretion of the appropriate administrative officer, alternative coursework options may be pursued to ensure as minimal an impact as possible on the respondent student. At the discretion of the appropriate administrative officer, alternative employment/work options may be pursued to ensure as minimal an impact as possible on the respondent employee.
Notice of Charges
Once an investigator has been assigned, written notice of the allegations will be provided to the parties involved. If the respondent is an employee, the written notice will be copied to the employee’s department head/director, deans, the University Vice Rector, Vice Rector for Academic Affairs, and the Rector.
Investigation
If a complainant wishes to pursue a formal complaint or if the University determines an investigation is necessary, the Vice Rector (for employees) or the Dean of Student Affairs (for students) will assign an investigator, usually within two business days of determining that a complaint should proceed. Investigations will be thorough and impartial and will entail interviews with relevant parties and witnesses, and obtaining available evidence. The University aims to complete investigations within 60 days, which can be extended as necessary for appropriate cause by the Vice Rector (for employees) the Dean of Student Affairs (for students) with notice to the parties. Investigation may take longer when initial complaints fail to provide direct first-hand information. The University may undertake a short delay (usually 3-10 days, to allow evidence collection) when criminal charges are being investigated. University action will continue regardless of the status of civil or criminal charges involving the same incident.
Investigation Findings
For Students
Upon receipt of the investigative report, the Dean of Student Affairs will conduct an appropriate hearing per Student Conduct Code procedures. Following the hearing, the decision of whether a policy violation has occurred will be determined by using a preponderance of the evidence standard. A finding of a policy violation by a preponderance of the evidence means that it is more likely than not that the policy violation occurred. If, following the hearing, the decision is that no policy violation has occurred the process will end. Regardless of the outcome, the complainant and the respondent will be notified of the finding in writing.
If, following a hearing, the student is found to have violated University policy, appropriate disciplinary sanctions will be determined by the Dean of Student Affairs. The Dean of Student Affairs (or designee) will notify the respondent and the complainant in writing of the decision. This written decision must be issued within fifteen working days of the date of receipt of the investigative report.
Student Sanctions
The following are sanctions that may be imposed upon students under this policy:
Warning: A formal statement that the behavior was unacceptable and a warning that any further infraction of any University policy, procedure, or directive may result in more severe sanctions or responsive actions.
Probation: A written reprimand for violation of the Student Conduct Code that provides for more severe disciplinary sanctions in the event that the student or organization is found in violation of any University policy, procedure, or directive within a specified period of time. Terms of the probation will be specified and may include denial of specified social privileges, exclusion from co-curricular activities, no contact orders, and/or other measures deemed appropriate.
Deferred Suspension: It refers to a serious and final warning that any violation of university policy could result in immediate separation of the student from the University for a specified period of time, after which the student is eligible to return. Conditions for readmission may be specified.
Suspension: Termination of student status for a definite period of time and/or until specific criteria are met. This sanction will be noted as a Conduct Suspension on the student’s official transcript. Conditions for readmission may be specified.
Expulsion: Permanent termination of student status, revocation of rights to be on campus for any reason, and/or attend University-sponsored events. This sanction will be noted as a Conduct Expulsion on the student’s official transcript.
Withholding Diploma: The University may withhold a student’s diploma for a specified period of time and/or deny a student participation in commencement activities if the student has a complaint pending or as a sanction if the student is found responsible for an alleged violation.
Revocation of Degree: The University reserves the right to revoke a degree awarded from the University for fraud, misrepresentation, or other violation of University policies, procedures, or directives in obtaining the degree, or for other serious violations committed by a student prior to graduation.
Organizational Sanctions: Deactivation, de-recognition, or loss of all privileges (including University registration), for a specified period of time or permanently.
Other Actions: In addition to or in place of the above sanctions, the University may assign any other sanction(s) as deemed appropriate.
Remedial Actions
In addition to the interim actions, the Vice Rector (for employees) or the Dean of Student Affairs (for students) may provide remedial actions intended to address the short or long-term effects of harassment, discrimination, and/or retaliation. That is, remedial actions may be taken at the conclusion of the process in addition to any actions that may have been taken on an interim basis, in order to redress harm to the complainant and the community and to prevent further harassment or violations. Remedial actions may also be used when, in the judgment of the Vice Rector or the Dean of Student Affairs, the safety or well-being of any member(s) of the campus community may be compromised by the presence on campus of the respondent. These remedies may include referral to counseling and health services or to the Employee Assistance Program, education to the community, altering work arrangements, providing campus escorts, implementing contact limitations between the parties, or offering adjustments to academic deadlines and/or course schedules.
Statement of Rights for Complainants and Respondents
Both complainants and respondents will be afforded the following rights under this policy:
a. To be treated with respect by University officials
b. To take advantage of campus support resources (such as Counseling Services and University Health Services for students, or services for employees)
c. To experience a safe educational and work environment
d. To have an advisor (students) or representative (employees) during this process
e. To refuse to have an allegation resolved through informal procedures
f. To be free from retaliation
g. To have complaints heard in substantial accordance with these procedures
h. To reasonable and necessary participation in the process
i. To be informed in writing of the outcome of the complaint and, where permissible, sanctions, and the rationale for the outcome.
MU'S COMPLAINT MANAGEMENT SYSTEM LAUNCHED BY THE RECTOR
https://www.mu.edu.sa/en/news/general/205106
Tuesday, 05/September/2023
Prof. Saleh Al-Mizil, MU rector, launched the new version of the complaint management system 'Balaqi', in the presence of the advisor and supervisor of administrative, financial and technical affairs, Prof. Musallam Al-Dosari, and the director of projects, operation and maintenance, Eng. Abdel Aziz Al-Shunaify.
Extending his thanks to the Deanship of IT, Eng. Al-Shunaify highlighted the main goals and future vision of this system which will serve the university objectives.
MU rector, Prof. Al-Mizil, watched a presentation explaining the mechanism of the workflow of the system including how to submit a complaint and the beneficaries' feedback to improve the quality of services.
The working team of this system were awarded and they are: Mr. Abdelrahman Al-Turaiqi, Mr. Adel Al-Bader, Mr. Turki Al-Mousa, Mr. Daifallah Al-Otaibi and Mr. Abdelsalam Al-Suwaih.
https://www.mu.edu.sa/sites/default/files/2023-09/MU11.mp4