Complaint Policies

Terra State Community Colleges believes many complaints can be resolved through an open, honest dialogue between the parties involved. In cases where that may not be possible, students and the general public are encouraged to use one of the appropriate complaint procedures below.

Instructional Student Complaint Policy

A student may file a complaint related to instruction. An instructional complaint is a grievance resulting from an incident or event at Terra State Community College related to lecture, laboratory, clinical, or similar class.

A student considering a complaint should always seek an explanation from the instructor. After being provided with an explanation, the student should seek a resolution to the matter. If the matter is not resolved informally, the student may proceed with a formal complaint using the following procedure:

Obtain a Student Complaint Form available from an Academic Division Office in Liberal Arts and Business Division Office A202 or Technology and Skilled Trades Division E107, or visit Instructional Student Complaint Form.
Complete the Student Complaint Form and submit it in person or electronically to the Academic Dean in the Academic Division for the course related to the complaint.
The Academic Dean, or designee, will contact the student within five business days of receiving the written complaint.

The Academic Dean or designee may indicate the need for an interview with the student or witnesses and may identify additional time needed for an investigation of the matter. A response to the complaint by the College will be provided in writing by the Academic Dean, or designee.

If the student is not satisfied with the College’s written response to the complaint, the student may compose a letter of appeal describing the initial complaint and explaining the reason for the dissatisfaction with the College’s written response. This letter should be addressed to the Vice President for Academic Affairs and must be submitted within 10 business days after receiving the College’s written response. The Vice President for Academic Affairs, or designee, will act on the appeal and render a final decision in writing to the student.

Non-Retaliation

Terra State Community College strictly adheres to and enforces a non-retaliation clause. Retaliation against an individual who has complained about sexual discrimination, harassment, and/or misconduct and retaliation against individuals for cooperating with an investigation of a sexual discrimination and/or harassment complaint is unlawful and will not be tolerated by the College. Any person who violates this policy will be subject to discipline, up to and including termination if they are an employee, and/or dismissal if they are a student.

Procedures

A student complaint form is submitted to the appropriate Academic Dean.
The complaint is reviewed.
Within five (5) business days the complaint will be answered either by
a. A written response to the complaint.
b. A request for further information.
The student has ten (10) business days to appeal the resolution to the VPAA.
a. The appeal will be answered in writing by the VPAA or VPAA’s designee.
b. This answer is a final decision and will have no further appeals.
The complaint, and resolution will be archived in the student’s electronic record.

Administrative Student Complaint Policy

A student may file a complaint related to an administrative process. An administrative process complaint is a grievance resulting from an incident or event at Terra State Community College related to a Board of Trustees policy, an administrative procedure, or an administrative regulation.

A student considering a complaint should always seek an explanation of the policy, procedure, or regulation from a College official. After being provided with an explanation, the student should seek a resolution to the matter. If the matter is not resolved informally, the student may proceed with a formal complaint using the following procedure:

Obtain a Student Complaint Form available at the office of the Dean of Student Success, located in B105, or visit Student Complaint form
Complete the Student Complaint Form and submit it in person or electronically to the Dean of Student Success.
The Dean of Student Success, or designee, will contact the student within five business days of receiving the written complaint.

The Dean of Student Success or designee may indicate the need for an interview with the student or witnesses and may identify additional time needed for an investigation of the matter. A response to the complaint by the College will be provided in writing by the Dean of Student Success, or designee.

If the student is not satisfied with the College’s written response to the complaint, the student may compose a letter of appeal describing the initial complaint and explaining the reason for his/her dissatisfaction with the College’s written response. This letter should be addressed to the President and must be submitted within 10 business days after receiving the College’s written response. The President, or designee, will act on the appeal and render a final decision in writing to the student.

Non-Retaliation

Procedures

A student complaint form is submitted to the Dean of Student Success.
The complaint is reviewed.
Within five (5) business days the complaint will be answered either by
1. A written response to the complaint.
2. A request for further information.
The student has ten (10) business days to appeal the resolution to the President.
1. The appeal will be answered in writing by the Senior Vice President of Innovation and Strategic Planning.
2. This answer is a final decision and will have no further appeals.
The complaint, and resolution will be archived in the student’s electronic record.

General Public Complaint Policy

A member of the general public may file a complaint related to communication, personal interactions, policies and procedures, or facilities provided by Terra State Community College. An anonymous complaint will not be accepted.

Formal Complaint

A member of the general public considering a complaint in encouraged to seek an explanation from a College official. After being provided with an explanation, the individual may seek a resolution to the matter. If the matter is not resolved informally, the individual may proceed with a formal complaint using the following procedure:

Obtain a General Public Complaint Form available from the Office of the President, Building B, Room 207 or at General Public Complaint Form
Complete the General Public Complaint Form and submit it in person or electronically to the Executive Assistant in the Office of the President who will then forward it to the appropriate member of the President’s Cabinet.
A member of the President’s Cabinet, or designee, will contact the individual within five business days of receiving the complaint.

The member of the President’s Cabinet or designee may indicate the need for an interview with the individual or witnesses and may identify additional time needed for an investigation of the matter. A response to the complaint by the College will be provided in writing by a member of the President’s Cabinet or designee.

If the complainant is not satisfied with the College’s written response to the complaint, the individual may compose a letter of appeal describing the initial complaint and explaining the reason for their dissatisfaction with the College’s written response. This letter should be addressed to the College President and must be submitted within 10 business days after receiving the College’s written response. The College President, or designee, will act on the appeal and render a final decision in writing to the complainant.

Board of Trustees Public Commentary Request

The Board of Trustees gives high priority to participation by the general public. A person(s) desiring to speak to the assembled board must seek special permission from the chairperson. The permission must be in writing and sought at least one week in advance of a regular board meeting. The board will limit the time each person is allowed to speak. Written requests to speak should be submitted electronically or in person to the Executive Assistant in the Office of the President.

Non-Retaliation

Procedures

A general complaint form is submitted to the Executive Assistant in the Office of the President.
The complaint is forwarded to the appropriate Cabinet member or designee.
The Cabinet member or designee will review the complaint and within five (5) business days will provide either
a. A written response to the complaint, or
b. A request for further information.
The complainant has ten (10) business days to appeal the resolution to the President.
a. The appeal will be answered in writing by the President.
b. This answer is a final decision and will have no further appeals.
The complaint, and resolution will be archived by the Executive Assistant in the Office of the President.