Student Complaint and Grievance

Administrative Procedure No. 5035

Conditions and Definition

• The purpose of the student complaint policy is to provide equitable and orderly processes
  to resolve complaints by students against College personnel.
• A student complaint is defined as a difference or dispute between a student and a
  member of the College staff related to services rendered.
• A student complaint may be raised to the level of grievance if both of the following
  conditions exist.
  • The complaint is unresolved at the informal level, and
  • The complaint involves an action that has been taken against a student by College
    personnel that misrepresents a policy or procedure.
• The student complaint policy does not cover matters covered through other college
  policies and procedures, including, but not limited to: sexual misconduct, discrimination,
  academic suspension, final course grades, late withdraw, academic dishonesty, student
  conduct and appeal of tuition and fees, late charges and finance charges.

Informal Student Complaint Resolution Process Step One

• The first step in the informal complaint resolution process is to directly contact
  the staff member with whom the student has a difference or dispute to arrange a mutually
  agreeable meeting time.
• The staff member, as they deem appropriate, may request the student provide a written
  summary of the complaint at or before the arranged meeting. It is at the discretion
  of the staff member what specific information must be contained in the written materials.
• If the complaint is not resolved during the first step in the informal complaint resolution
  process, the student may move to step two.
• If the complaint is of a nature that it cannot be reasonably discussed or resolved
  directly with the staff member alone, the student may move immediately to step two
  in the complaint resolution informal process.

Informal Student Complaint Resolution Process Step Two

• The second step in the informal complaint resolution process is to directly contact
  the staff member’s direct supervisor or their designated personnel.
• If the student chose not to engage in the first step of the informal complaint resolution
  process, it is at the discretion of the staff member’s supervisor whether to require
  the student complete the first step in the process before moving to step two.
• The supervisor or their designee must contact the student and arrange a mutually agreeable
  meeting time upon receipt of the complaint.
• The supervisor or designee may, as they deem appropriate, request the student provide
  a written summary of the complaint at or before the arranged meeting time. It is at
  the discretion of the supervisor as to what specific information must be contained
  in the written materials.
• If the difference or dispute is not resolved at the informal level, and the complaint
  involves an action that has been taken against a student by College personnel that
  misrepresents a policy or procedure, the student may move to step three, the formal
  grievance process.
• If the complaint does not meet both the above listed standards, the decision or resolution
  proposed by the supervisor will stand as the final decision on the difference or dispute.

Formal Grievance Process Step Three

• To initiate a formal grievance, the student must submit a formal, written grievance
  within 5 business days after the informal resolution meeting with the staff member’s
  supervisor or designee.
• The formal, written grievance must include the following information.
  • Student Name
  • Student ID
  • Student Contact Information (telephone, email, address)
  • Dates and summaries of both step one and two in the informal student complaint resolution
    process.
  • Summary of complaint, to include information regarding the specific policy or process
    it is believed the staff member violated.
  • Supporting documentation as appropriate
• The student may seek assistance in completing the grievance form from the Director
  of Student Life or designee.
• The formal grievance form is submitted to the Director of Student Life or designee.
• The Director of Student Life or their designee will review the grievance materials
  and
  • Determine that information provided meets the definition required to submit a formal
    grievance and forward the grievance materials to the President’s Cabinet member to
    which the staff member reports within 5 business days of receipt of the grievance
    materials, or
  • Determine that the information provided does not meet the definition required to submit
    a formal grievance and within 5 business days notify the student of the final decision
    regarding their grievance.
• If determined that the information provided meets the definition required to submit
  a formal grievance, the President’s Cabinet member or designee will review and investigate
  the grievance.
• The President’s Cabinet member will contact the student within 5 business days to
  arrange a formal meeting with the student. The meeting will be at a mutually agreeable
  time and date within normal business hours and within 10 days of contact with the
  student. At this time, it is at the President’s Cabinet member’s discretion to require
  additional information, documentation or specified supporting materials at or before
  the formal meeting with the student.
• Within 5 business days following the formal meeting, the President’s Cabinet member
  will send the student a written decision.

Formal Grievance Process Appeal Step Four

• The student may appeal the decision of the President’s Cabinet member if one of two
  conditions is met.
  • There is a concern with due process procedures, or
  • New information is provided that is substantively relevant to the grievance.
• If one of the above conditions is met, the student may submit a grievance appeal to
  the Director of Student Life or their designee within 5 business days of the President’s
  Cabinet member’s decision being sent.
• The written grievance appeal must contain the following.
  • Student Name
  • Student ID
  • Student Contact Information (telephone, email, address)
  • Dates and summaries of both step one and two in the informal student complaint resolution
    process.
  • Summary of complaint, to include information regarding the specific policy or process
    it is believed the staff member violated.
  • Supporting documentation as appropriate
  • Specific information regarding questions of due process or clearly outlined new information
    that is substantively relevant to the grievance.
• In collaboration with the Vice President for Enrollment and Student Services or their
  designee, the Director of Student Life will form an ad hoc committee to include two
  staff members, two faculty members and one student all with no previous knowledge
  of the grievance or complaint.
• The Director of Student Life or designee will serve as a nonvoting chair of the committee.
  Their purpose is solely to facilitate the process.
• The committee will be given the grievance materials within 5 business days of receipt
  of the grievance appeal and given 5 business days to review the materials and request
  additional information from the student.
• The student will be contacted within 5 business days of the committee’s review of
  the materials to schedule a formal appeal meeting. The meeting will be at a mutually
  agreeable time and date within normal business hours and within 10 days of contact
  with the student.
• At the completion of the formal appeal meeting, the committee will have 5 days to
  deliberate and notify the Director of Student Life or their designee of the decision.
• Within 5 business days following receipt of the decision, the Director of Student
  Life will send the student a written decision. This decision will stand as the final
  institutional decision.

Additional Information

• The burden of proof rests with the complaining party, the student. The Director of
  Student Life will serve as a contact to aid the student in clarifying and facilitating
  the complaint and grievance process.
• In the event an extension of time is necessary or the rescheduling of a meeting is
  required on the part of College personnel, the student will be contacted and appropriate
  and timely arrangements made.
• In the event the rescheduling of a meeting is required on the part of the student,
  the student must contact the appropriate individual in advance of the meeting. If
  the student does not contact the appropriate decision making individual in advance
  of the scheduled meeting, a decision will be made on the difference or dispute and
  no further steps in the process may be sought.
• Oklahoma City Community College email will serve as the official form of communication
  throughout the process.
• In the event that the Director of Student Life is directly involved in a dispute or
  difference, the Vice President for Enrollment and Student Services will designate
  an alternative authority to serve in their stead.