V. Student Complaint Procedures
(Refer to Policy C 5.1.501 and Resolution R101)
Definition and Purpose
A complaint is any expression of dissatisfaction with the performance of a college employee or procedure. This regulation sets out the processes for various types of student complaints.
Students are advised to consult with the office of the Vice President for Student Services or designee for advice in proceeding with these complaint procedures. The Vice President for Student Services shall also inform the student that the Director for the Office of Student Life or designee or a person that the student chooses will act as an advocate who will assist the student in the completion of the complaint process. The student may waive the right to an advocate.
A. Time Limits on Filing a Complaint
1. The student must file a complaint within one academic quarter after the action that gives rise to the complaint. The appropriate dean or vice president may suspend this rule under exceptional circumstances such as extended illness, sabbatical leave or absence of one or both parties to the complaint. If the complaint involves a discrimination issue, the time limits in the appropriate policy or regulation shall apply.
2. When either party of the complaint is no longer in residence at the college and does not expect to return, the appropriate dean or vice president shall give reasonable opportunity to complete appeal procedures or reply to the charges before making a decision.
B. General Complaints
1. Step One:
a. The student is encouraged to consult first with the employee concerned before initiating a complaint.
b. If the student determines that the complaint may be resolved more appropriately without the employee concerned being involved, the student may contact the immediate supervisor of the employee or the Vice President for Student Services or designee.
c. If the complaint presented to the appropriate supervisor has not been resolved, the student may bring the complaint to the appropriate vice president who shall discuss the concern(s) of the student and the options available to resolve the concern(s).
d. If the student should elect to proceed with a formal complaint, the student shall outline in writing the complaint, identifying dates and persons involved as accurately as possible and submit the written complaint to the appropriate dean or vice president.
2. Step Two:
a. When the student’s written complaint has been received by the appropriate dean or vice president, the complaint shall be forwarded to the appropriate parties and the employee concerned for a written response within ten instructional days (except summer because employees may not be available during the summer, in which case the responses will be made within five instructional days after fall quarter begins). The appropriate dean or vice president shall keep all written statements, transcripts, and minutes associated with the complaint as a record of the proceedings.
b. The appropriate dean or vice president shall inform the student regarding the nature of the written response of the parties. If the written response does not resolve the complaint to the satisfaction of the student, the appropriate dean or vice president may convene a conference of all the parties within ten instructional days.
c. As a result of the conference, the appropriate dean or vice president shall issue a recommendation to the President for resolution of the complaint.
d. The recommendation of the appropriate dean or vice president will be reviewed by the president who may amend, modify, reverse, or accept the recommendation and who shall then implement the resolution and advise the affected parties.
e. The decision of the President shall be final. Appeals or formal hearings to the Board of Trustees shall not be provided.
C. Complaints Regarding Discrimination or Sexual Harassment
Formal (in writing) complaints regarding alleged discrimination based on race, ethnicity, gender, age, sexual orientation, marital status or veteran’s status and/or sexual or racial harassment should be presented to the Vice President for Human Resources, the college’s Civil Rights Officer.
Informal complaints based on alleged discrimination may be presented to any appropriate college administrative official. With informal complaints, the administrative official receiving the complaint must contact the Vice President for Human Resources, or designee, within three days of receipt of the complaint so that an investigation process can be started in accordance with the appropriate college policies.
D. Grade Complaints
The evaluation of a course is exclusively within the province of the instructor. Consequently, grade changes may be made only by that instructor or, under extenuating circumstances, by the President or designee upon the recommendation of the Grade Change Committee. The Grade Change Committee will be the final arbiter of a request for a grade change. If a student has concern about his/her grade, the student must follow the procedure below:
1. The student is encouraged first to consult with the instructor concerning the disputed grade.
2. If the complaint is not resolved through consultation with the instructor or if the student feels that the complaint may be resolved more appropriately without consulting the instructor, the student may contact the appropriate division administrator.
3. If the complaint is not resolved with the division administrator, the student may submit a formal written complaint to the Vice President for Instruction. The student should indicate the grade received in the course, the reason for the grade complaint, specific information on performance scores and attendance, and any syllabus or written material on course grading criteria that the instructor provided to the student. The Vice President for Instruction shall keep all written statements, transcripts, and minutes associated with the complaint as part of the files of the college.
4. The Vice President for Instruction shall investigate the student’s written complaint. The investigation shall include a written response from the instructor listing the grade reported for the student, the evaluation criteria for the course, and the performance scores and attendance data achieved by the student in that course. The investigation shall also include documentation of the involvement with the complaint from the appropriate division administrator.
5. The Vice President for Instruction should inform the student regarding the nature of the written responses of the instructor and administrator(s) as well as the Executive Vice President’s findings and conclusion. If the written response does not resolve the complaint to the satisfaction of the student, the President or designee may petition the Grade Change Committee for review. The scope of petition and review for the Grade Change Committee is part of the collective bargaining agreement between the faculty and the college.
6. The decision of the Grade Change Committee shall be final. Appeals or formal hearings to the Board of Trustees shall not be provided.
Adopted 6/1/87
Amended 5/29/90
Amended 6/14/99
Revised for Minor Editing Changes 8/16/07 |
