Frequently Asked Questions

Welcome to the Office of the University Ombuds frequently asked questions page.  Our frequently asked questions are listed below.  To locate the relevant question, scroll past the questions to find the responses or enter a keyword in your device's search (control F) function.   

As always, you may contact us directly with questions or concerns at (269) 387-0718 or ombuds@wmich.edu.

• What is a University Ombuds?
• Where is the Office of the Ombuds at Western Michigan University?
• What is the Office of the University Ombuds at Western Michigan University?
• Who is the University Ombuds for Western Michigan University?
• Who may meet with the University Ombuds?
• How do I meet with the University Ombuds?
• It is past the last day for me to withdraw from a course on my own - is there any way I can be withdrawn now?
• What is a hardship withdrawal?
• What is considered a hardship under the hardship withdrawal appeal process?
• What doesn't qualify as a hardship under the hardship withdrawal appeal process?
• How does a student appeal for a hardship withdrawal?
• What do I include in my personal statement for the hardship withdrawal appeal?
• What can I use as third-party documentation for my hardship withdrawal appeal?
• Is there a time limit for filing an appeal for hardship withdrawal?
• How long will it take to get a decision regarding an appeal for hardship withdrawal?
• How does a student apply for an exception from the Provost to have an hardship withdrawal appeal heard outside of the 12-month time limit?
• What is a non-attendance withdrawal?
• How does a student appeal for a non-attendance withdrawal?
• How long will it take to get a decision regarding an appeal for non-attendance withdrawal?
• What does the question "Have you consulted with financial aid / your funding source?" mean?
• What does the question "Have you consulted with International Student Services?" mean?
• What email address should I put on the Appeal for a Hardship and Non-attendance Withdrawal form?
• What does the question "Are you requesting a full withdrawal (all courses for the semester) or partial withdrawal (only certain courses) for this semester?" mean?
• Where does a student list the courses they want included on the form for Hardship and Non-attendance Withdrawal Appeals?
• How do I appeal for a tuition charge refund?
• How do I file a formal complaint related to WMU?
• What do I do if I’m having an issue with a class or instructor?

What is a University Ombuds?

The University Ombuds at Western Michigan University is an organizational ombuds as defined by the International Ombuds Association, the governing body for this office.  An organizational ombuds is an individual who serves as a designated neutral for an organization such as a university, school system, law enforcement agency, hospital, corporation or other large groups of professionals. Organizational ombuds provide confidential, impartial, independent and informal assistance through dispute resolution, conflict management, facilitation and mediation.  These ombuds do not advocate for individuals, groups or entities, but rather for the principles of fairness and equity. The word "ombudsman" is Scandinavian and means "representative of the people."

Where is the Office of the Ombuds at Western Michigan University?

We are located in the Faunce Student Services Building on the second floor, office number 2420. When entering the building through the main entrance, go straight past the spiral staircase and through the door that reads, "Office of the Ombuds." Our office is the first door on your left. 

Our contact information is:

Mailing address:
Office of the University Ombuds
Western Michigan University
1903 W Michigan Ave
Kalamazoo MI 49008-5295 USA

Phone: (269) 387-0718
Fax: (269) 387-0716
Email: ombuds@wmich.edu

What is the Office of the University Ombuds at Western Michigan University?

The University Ombuds is WMU's designated neutral.  The Office of the University Ombuds helps students, faculty, staff and external shareholders resolve academic and non-academic concerns. In accordance with the standards of the International Ombuds Association, the guiding principles of this office are confidentiality, independence, impartiality and informality. The Office of the University Ombuds facilitates WMU's hardship withdrawal, non-attendance withdrawal, course grade and program dismissal appeal processes, as well as the formal student complaint process. The Ombuds listens and discusses questions or concerns, provides information, refers shareholders to units on campus that can further assist, explains University policies and procedures and recommends policy changes in the institution that will make it more responsive to every member of the community. The Ombuds is a staff member of WMU who is authorized to initiate investigations as needed and answers directly to the President of the University, Dr. Edward B. Montgomery, to ensure maximum independence.  

Who is the University Ombuds for Western Michigan University?

The Ombuds is Eric McConnell.  He has been an employee of the University since 2006. An alumni of WMU, he obtained his B.A. in Communication in 2011 and his Master of Arts in Education Technology / Educational Leadership in 2017.  He has worked in the Office of the University Ombuds since 2010.       

Who may meet with the University Ombuds?

The office serves all students, staff, faculty and external shareholders of WMU with any University-related concern. 

How do I meet with the University Ombuds?

In-person or virtual appointments with the Ombuds may be requested by calling the office directly at (269) 387-0718 or emailing ombuds@wmich.edu.  Undergraduate students, advisors or student success navigators may also make an appointment independently by using the Student Success Hub. Often shareholders can resolve questions directly over the phone or via email. You may also ask questions or request an appointment using our "Contact Us" page. 

It is past the last day for me to withdraw from a course on my own - is there any way I can be withdrawn now?

The only way for any student to withdraw from a course once the student-initiated withdrawal period has passed or the semester is over is to appeal for a hardship or non-attendance withdrawal.

What is a hardship withdrawal?

The hardship withdrawal appeal process applies when a Western Michigan University student has experienced hardship circumstances beyond their control which negatively impacted their ability to succeed in their coursework. Withdrawal from a course any time after the end of Western Michigan University's student-initiated withdrawal period will only be permitted using the hardship withdrawal appeal process.  Appeals are reviewed and approved or denied by the Grade Appeal and Program Dismissal Appeal Committee (GAPDAC) operating under the purview of the Professional Concerns Committee of the Faculty Senate. The committee will determine if a hardship warrants late withdrawal by reviewing an Appeal for a Hardship Withdrawal form, including personal statement, and third-party documentation verifying the hardship circumstances.

What is considered a hardship under the hardship withdrawal appeal process?

Criteria for a hardship withdrawal may include, but not be limited to:

• Physical or mental illness.
• Physical or mental illness of close family member.
• Death of a loved one.
• Victim of violence or a crime.
• Requirements of military service 

What doesn't qualify as a hardship under the hardship withdrawal appeal process?

Examples of situations not considered a hardship include, but are not limited to:

• Disliking course, teaching method or professor.
• Considering course too difficult.
• Taking on more academic or other obligations than student can handle.
• Course no longer needed.
• Financial constraints.

How does a student appeal for a hardship withdrawal?

The first step of the appeal process is to complete the Hardship Withdrawal Appeal form either online or using the hard-copy version. Students are also required to submit a detailed personal statement describing the hardship they experienced, when they experienced it and how it affected them. It is also required to submit third-party documentation verifying the hardship circumstances. Completed paperwork (appeal form, statement and third-party documentation) may be submitted using the online form.  Documentation and hard-copy appeals may also be dropped off in person at the Office of the Ombuds, sent by email, fax or standard U.S. mail. If a hardship withdrawal appeal is approved the Registrar's Office will be notified to change the grades in questions to W's for withdrawal. The decision of the committee regarding your appeal for hardship withdrawal is final. The committee meets periodically to review appeals and decide whether to approve or deny them. Students do not appear before the committee—just their appeal paperwork does.

What do I include in my personal statement for the hardship withdrawal appeal?

The personal statement is your voice to the Grade Appeal and Program Dismissal Appeal Committee. Since you won't be appearing before the committee—only your appeal paperwork will be—the statement is your opportunity to tell the committee everything you think is important about your situation: what happened, when it happened and how it affected you. In the past our office has observed these statements to be one to two pages in length, typewritten and checked for grammar, punctuation and spelling errors. For non-attendance appeals the statement need only be a few sentences indicating to us that you never attended the course or courses in question. Be sure to sign your statement.

What can I use as third-party documentation for my hardship withdrawal appeal?

Third-party documentation verifying the hardship the student experienced is required by the committee. This documentation will vary based on the nature of the hardship. For students who have experienced a mental health or medical hardship, or have a loved one who has experienced either, the committee requires documentation from a licensed care provider that verifies the hardship and the timeframe that it occurred. If this documentation is in the form of a letter, the letter must be signed and preferably be on the official letterhead of the provider. Documentation related to hospitalization or other medical care received is also acceptable. Appointment confirmation messages, reminders or bills/charge summaries by themselves are not sufficient documentation. The committee also does not accept photographs or photocopies of patients, wounds, hospital admittance bracelets or prescription bottles or forms. For students who have experienced the death of a loved one, the committee will accept a copy of the death certificate, an online or printed obituary, a copy of the materials from a funeral or memorial service or any combination of these. For students who have been the victim of a crime, violence or been in a car accident, the committee requires a copy of a police report or credible insurance paperwork that verifies the incident that occurred and the date it occurred. For students who need to appeal for a hardship withdrawal due to the requirements of military service, the committee requires official copies of the student’s military orders verifying their service requirements and the timeline of service. 

Is there a time limit for filing an appeal for hardship withdrawal?

Yes. Hardship withdrawal appeals submitted more than one year after the last day of the semester in question may not be reviewed by committee without an exception (permission) from the Provost's Office of WMU. This means that if a student needs to appeal for a hardship withdrawal from the spring 2025 semester, you have until the day grades post in spring 2026 semester to file your appeal. Appeal requests outside of the 12-month window of opportunity for submission require an exception (permission) from the Provost for the appeals to be proceed to committee. The Office of the University Ombuds will facilitate the exception process.  

How long will it take to get a decision regarding an appeal for hardship withdrawal?

The hardship withdrawal appeal process may take 4-6 weeks for a resolution in January and May and 2-3 weeks the remaining months of the year. Appeals receive a date stamp at the time of their receipt and are heard in the order that they have been received. All appeals not able to be heard at a given committee meeting are then heard first at the next meeting. 

How does a student apply for an exception from the Provost to have an hardship withdrawal appeal heard outside of the 12-month time limit?

To receive an exception from the Provost, the student must do the following:

1. Submit a standard hardship withdrawal appeal, including the required form, personal statement and third party documentation, either online or in hard-copy format.
2. If a student is planning to complete their education at Western Michigan University, they must meet with an academic advisor(s) to formulate a graduation plan if they have not already received their graduation audit.  This graduation plan or audit must be included with the hardship withdrawal appeal.

Our office will forward the exception request to the Provost's office for a response. If the Provost's office grants the exception, the appeal may be reviewed by committee. If they do not, the appeal for a hardship withdrawal cannot proceed.  

What is a non-attendance withdrawal?

The Non-Attendance Withdrawal Appeal process is available to Western Michigan University students who are registered for courses they never attended, participated in or contributed to in any way. Students who meet this criteria may appeal for a non-attendance withdrawal no matter how old the semester in question is.

The non-attendance withdrawal appeal process requires that students fill out the non-attendance withdrawal appeal form.  No other documentation is required for this appeal. Once non-attendance is confirmed by the instructor(s) for the course(s) in question, the Registrar's Office will be notified to change the grades in question to W's for withdrawal.  Approved non-attendance withdrawal appeals will be subsequently forwarded to Accounts Receivable to be reviewed for a tuition charge refund appeal.  What does the question "Did you ever attend, participate in or contribute to this course?" mean?

If a student ever attended, participated in or contributed to a course or courses they are appealing to be withdrawn from they must answer "yes" to the question and pursue a standard hardship withdrawal appeal, if applicable. If a student never attended, participated in or contributed to a course or courses they may answer "no" and proceed with the non-attendance withdrawal appeal.

How does a student appeal for a non-attendance withdrawal?

This appeal process is reserved for students who never attended, participated in or contributed to a course in any way. The first step of the appeal process is to complete the Non-attendance Withdrawal Appeal form either online or using the hard-copy version. Students submitting an appeal for non-attendance withdrawal only need to fill out the appeal form and confirm that they never attended, participated in or contributed to the courses in question. No third-party documentation is required for a non-attendance withdrawal appeal. Students who meet the criteria may appeal for a non-attendance withdrawal no matter how old the semester in question is. Completed form may be submitted using the online form.  Hard-copy appeals may also be dropped off in person at the Office of the Ombuds, sent by email, fax or standard U.S. mail.  Once this office receives a completed non-attendance withdrawal appeal we will confirm non-attendance either via the University records system or with the instructor of the course. When the non-attendance withdrawal appeal is approved, the Registrar's Office will be notified to change the grades in questions to W's for withdrawal. Approved non-attendance withdrawal appeals will be subsequently forwarded to Accounts Receivable to be reviewed for a tuition charge refund appeal.  

How long will it take to get a decision regarding an appeal for non-attendance withdrawal?

Appeals for non-attendance withdrawal must receive confirmation that the student never attended, participated in or contributed to the course from the instructor of record for each course a student is appealing to be withdrawn from. It can take two weeks or more to confirm and approve a non-attendance withdrawal appeal.   

What does the question "Have you consulted with financial aid / your funding source ?" mean?

Students who receive financial aid or independent scholarships are strongly advised to consult with Student Financial Aid and Scholarships or their scholarship provider before proceeding with an appeal for hardship or non-attendance withdrawal.  Withdrawing from courses may affect your eligibility for financial aid or scholarships. If you receive any form of financial assistance and have consulted with the provider regarding your hardship or non-attendance withdrawal appeal answer "yes" to this question. If you haven't select "no" and if you do not receive financial assistance select "N/A."  

What does the question "Have you consulted with International Student Services?" mean?

International students are strongly advised to consult with International Admissions and Student Services before proceeding with an appeal for hardship or non-attendance withdrawal.  Withdrawing from courses may affect student visa status, eligibility, scholarship status, etc. International students that have consulted with International Student Services regarding a hardship or non-attendance withdrawal appeal should answer "yes" to this question. If they have not consulted select "no." Students who are not international students should select "N/A."

What email address should I put on the Appeal for a Hardship and Non-attendance Withdrawal form?

This email address is how the Office of the University Ombuds will be communicating with students regarding their appeals.  Any questions the committee may have regarding an appeal as well as final decisions will be communicated using email. It is strongly recommended that students use their wmich.edu student email account if possible while engaging in these appeal processes as federal law (FERPA) may limit what information from a student's educational record can be shared with non-wmich.edu email addresses.  

What does the question "Are you requesting a full withdrawal (all courses for the semester) or partial withdrawal (only certain courses) for this semester?" mean?

The committee will want to know whether the withdrawal a student is requesting is for a partial (certain courses) or full (all courses) withdrawal from the semester in question. Checking 'partial' indicates the student wants to appeal to withdrawal from some but not all courses. Checking 'full' indicates the student wants to appeal to withdrawal from every course for that semester.  Students appealing for a partial withdrawal are asked to explain in their personal statement why they were able to succeed in some courses but not all for the semester in question.      

Where does a student list the courses they want included on the form for Hardship and Non-attendance Withdrawal Appeals?

At the bottom of the Appeal for Hardship and Non-attendance Withdrawal Form, just above the box for recording results is a grid that provides up to six blanks to input course and department information. Students will list the courses they want to withdrawn from their department designation and course numbers, such as "HIST 1000" or "COM 2400."

How do I appeal for a tuition charge refund?

Students who wish to receive a refund of tuition charges must first be withdrawn from the course or courses in question. This can be accomplished by either withdrawing independently during the student-initiated withdrawal period or as result of an approved hardship or non-attendance withdrawal appeal. Tuition charge refund appeals are facilitated by the office of Accounts Receivable at WMU. Students wishing to appeal to receive a refund of tuition charges may learn more about the process and begin their appeal at the link found here on the Accounts Receivable web page. Accounts Receivable also maintains a six-month deadline from the end of he semester in question to file a tuition charge refund appeal.  For more information about this process shareholders should contact the office of Accounts Receivable directly.  

How do I file a formal complaint related to WMU?

The Office of the University Ombuds is the neutral facilitator of WMU's official formal complaint process. Shareholders who wish to file a formal complaint about issues directly related to WMU may begin the process at the link found here.  Formal complaints received by the Office of the University Ombuds are directed to the appropriate recipients at the administrative level of WMU who will conduct a "top down" investigation of a shareholder's complaint. Formal complaints at WMU are tracked and reported to the Office of Institutional Effectiveness on an annual basis. While the Office of the University Ombuds will not respond directly to the shareholder regarding their compliant, they can provide follow up with the relevant parties to ensure their concern is heard and acted on. Complaints may be academic or non-academic in nature, addressing any concern that WMU has violated a law, policy or incorrectly applied an established practice. Complaints do not supersede or replace other misconduct or grievance procedures already in place. For instances of protected class discrimination, harassment (including sexual misconduct) or retaliation, complete the Office of Institutional Equity's incident reporting form instead of WMU's formal complaint process.

What do I do if I'm having an issue with a class or an instructor?

Students who are having an issue with a course or instructor are encouraged to first address their concern directly with the instructor of record, using whatever mode the instructor identifies as their preference (office hours, email, eLearning messaging, etc.). If a student is unable or uncomfortable meeting with an instructor, or if they have already met with an instructor without receiving a satisfactory outcome, the student may then contact the relevant department chairperson to schedule a meeting to address their concerns. Outside of these options, students may also consider the Office of the University Ombuds for mediation services or the formal complaint process.