The College shall advocate, subscribe to and exemplify high ethical standards in managing and operating the institution. Any student who has a complaint and feels they have been treated unfairly has the right to be heard fairly and promptly. The College recognizes that disputes may sometimes arise and provides a process to resolve the conflict informally whenever possible. If resolution cannot be reached using the informal process, a formal complaint process is provided to help ensure impartial and equitable resolution for those conflicts.

• Complaints should be filed as soon as possible and no more than 60 calendar days after the incident occurs.
• Confirmation that a complaint has been received and is being examined will take place within ten (10) business days. Business days are Mondays-Fridays, excluding holidays and Saturdays, year-round.
• All formal complaints must be submitted through the approved  Clark College Student Formal Complaint form.

The student complaint process may not be invoked for matters that have independent appeal processes established. Examples of these include, but are not limited to Academic Appeals, Academic Standards, Code of Student Conduct, FERPA, Financial Aid, Grades, Title IX, Discrimination and Harassment, and Safety/Parking. Matters which are not grievable at the student complaints level include the following:

1. Federal and State laws

2. Administrative Procedures Act (Chapter 34.05 RCW)

3. Employment and personnel decisions

4. Policies of the Board of Trustees

5. Rules and procedures adopted by the State Board for Community and Technical Colleges or the Office of the Superintendent of Public Instruction

6. All applicable collective bargaining agreements 

 

735.001 STUDENT COMPLAINTS POLICY AND PROCEDURE

Students may follow the complaint procedures in the order outlined below. Students may have support provided in the resolution process, at their request, from the director of student equity and inclusion and/or the assistant director of student care and conduct.

Complaints related to faculty

Informal Process:

• For faculty-related complaints, the student may choose to discuss the complaint or concern with the faculty member. Both parties should strive to understand the other's perspectives, explore alternatives, and attempt to arrive at a satisfactory resolution. Students successfully participate in this type of problem solving every day.
• However, if the student does not feel comfortable discussing the complaint or concern with the faculty member or is dissatisfied with the resolution of the informal process, the student can follow the formal complaint process.

Formal Process:

• If the student is not comfortable approaching the faculty member, the student can file a formal complaint using the Student Formal Complaint form.
• If the faculty member who is the subject of the grievance is a department head/division chair, the dean will identify a designee to represent the department.
• Within ten (10) business days of receipt of the formal complaint, the unit dean and department head/division chair or designee will develop and begin to implement a plan  to collect (via phone, video conference or in person) additional information from the student. As a reminder, students may have student advocate support provided, at their request, from the Director of Student Equity and Inclusion and/or the Associate Director of Student Care and Conduct (such as from Student Affairs, Student Government, Office of Diversity of Equity and Inclusion, Disability Access Center, or Student Ambassadors). 
• After collecting complaint details from the student, the unit dean and department head/division chair or designee will meet next with the faculty member to work to resolve the complaint. The faculty member may have a union representative present for this discussion. The unit dean will inform the student complainant and the Associate Director of Student Care & Conduct of the resolution (see Notes for limitations).
• If the unit dean does not resolve the student complaint to the student’s satisfaction, the student can submit a request to the vice president of instruction (or designee) via email to re-examine the complaint. The request must be submitted within ten (10) business days of the unit dean’s response and should include:
  • Brief outline of steps complainant has taken toward resolving the issue
  • Written decision given by the unit dean
  • Reason for dissatisfaction with resolution
  • Contact information including phone number and email address

• The vice president of instruction (or designee) will convene the Student Complaint Review Committee consisting of the Vice President of Instruction (or designee), the Vice President of Student Affairs (or designee), and an ASCC-appointed Clark student to review the student complaint. The Student Complaint Review Committee has no authority to discipline a faculty member nor compel a faculty member to action.
• The Student Complaint Review Committee will provide the student with a written response within ten (10) business days of receipt of the student’s request. This response will be the College’s final official response.

Complaints related to staff, administration, process, procedure, and services

Informal Process:

• For staff-related or other non-faculty complaints, the student may choose to seek to resolve the matter informally and at the lowest level possible. If feasible, the immediate supervisor should attempt to facilitate an acceptable resolution between the employee and student or regarding the issue of complaint. There is no need for further action if the concern is resolved at this level.
• If the student is dissatisfied with the resolution rendered by the immediate supervisor or does not feel comfortable discussing the complaint with the immediate supervisor, the student can follow the formal complaint process.

Formal Process:

• If the student was not comfortable engaging in the informal process or was unable to successfully resolve a staff or other non-faculty related complaint through the informal complaint process, the student can file a complaint using the Student Formal Complaint form located on the College website.
• Within ten (10) business days, the dean/director/manager of the involved unit or department will schedule a time to meet with the student (via phone, video conference or in person) to collect complaint details.
• After collecting complaint details from the student, the dean/director/manager will work with the staff member to resolve the complaint. Represented staff members may choose to have a union representative present during this discussion. The student complainant and the associate director of student care & conduct will be notified of the resolution (see Notes for limitations).
• If the student is dissatisfied with this resolution, the student can submit a request to the area vice president (or designee) to re-examine the complaint. The request must be submitted within ten (10) business days of the dean/director/manager’s response and should include:
  • Brief outline of steps complainant has taken toward resolving the issue
  • Written decision given by the dean/director/manager
  • Reason for dissatisfaction with resolution
  • Contact information including phone number and email address

• The area vice president (or designee) will convene the Student Complaint Review Committee consisting of the area vice president (or designee), the vice president of student affairs (or designee) and an ASCC-appointed Clark student to review the student complaint. The Student Complaint Review Committee has no authority to discipline an employee nor compel an employee to action.
• The Student Complaint Review Committee will provide the student with a written response within ten (10) business days of receipt of the student’s request. This will be the College’s final official response.

Policy Notes:

1. Any decisions or actions taken as part of the steps outlined in this procedure must align with the due process rights afforded in any applicable collective bargaining agreements, and the necessity to maintain confidentiality related to personnel actions.
2. Members of the Student Complaint Review Committee and all academic deans/directors will receive initial and then at least annual training regarding administration of this policy. Division and department chairs are encouraged to participate in this training.

New Policy/Procedure Approved by Executive Cabinet
February 5, 2013

Revised Policy/Procedure Approved by Executive Cabinet

June 29, 2021

August 29, 2023