PURPOSE/SCOPE

The College must allow Students and the College Community to register appeals or complaints through a systematic complaint process. The U.S. Department of Education requires the College to keep track of all complaints. The Higher Learning Commission (HLC) monitors the College’s Student and the College Community complaint records as part of the re-accreditation process. Reports must be included in the institution’s Federal Compliance Filing, and the HLC site visit team will review the institution’s procedures and records.

RESPONSIBILITIES

• The Office of Institutional Research and Effectiveness will have the primary role in this procedure.

PROCEDURE

Complaint Procedure – Informal Phase

The College recognizes that disputes may sometimes arise. Students and the College Community are encouraged to seek informal resolution of their complaints or concerns. The informal appeal or complaint procedure encourages communication between the parties involved to facilitate a mutual understanding of different perspectives regarding the appeal or complaint.

Step 1: Informal appeals or complaints (concerns, expressions of dissatisfaction, or disagreement) should be handled through direct communication (conversation, email, or letter) with the Student, the College Community, and Employees or department/division involved. Most appeals or complaints can be addressed through communication with the individual(s) involved. 

Step 2: If the issue remains unresolved, the informal appeal or complaint should be directed to the appropriate department/division supervisor. Students and the College Community may also consult with the Director of Student Services if unsure of where or how to address a complaint or concern. If an appeal or complaint remains unresolved, Students or the College Community will initiate the formal phase of the appeal or complaint process.

Complaint Procedure – Formal Phase

If the resolution is not satisfactory at the informal complaint level, a formal appeal or complaint must be submitted to seek a resolution. Formal appeals or complaints must be made in writing and submitted via the online Student and Community Appeal and Complaint Form.

The College will handle appeals or complaints fairly, promptly, and objectively. All appeals or complaints will be handled in strict confidence but shared with any person who may be the subject of an appeal or complaint. Formal appeals or complaints must be filed within 30 college business days of the occurrence prompting the appeal or complaint.

EXAMPLES OF APPEALS OR COMPLAINTS

Academic Complaints

Students with appeals or complaints related to course grades, class conduct, or other course matters should first address those appeals or complaints with the course instructor, as noted under the Student and Community Appeal and Complaint Process.

• Informal Phase. If the Student is unsatisfied with the resolution, the Student may go to the appropriate program dean. If the appropriate program dean does not achieve a resolution, the Student may submit a formal appeal or complaint via the online Student and Community Appeal and Complaint Form on the College’s website.

Non-Academic Complaints

As noted under the Student and Community Appeal and Complaint Process – Informal Phase, Students and the College Community who have appeals or complaints related to Employees or services (Financial Aid, Registrar, Library, Academic Advising, etc.) should first address those directly with the Employee. If unsatisfied, the appeal or complaint can be taken to the appropriate department/division supervisor, as noted under the Student and Community Appeal and Complaint Process.

• Informal Phase. If the resolution is not achieved, they may submit a formal appeal or complaint via the online Student and Community Appeal and Complaint Form on the College’s website.

PROCEDURES FOR FILING A FORMAL APPEAL OR COMPLAINT

Step 1. The Student and the College Community must seek an informal appeal or complaint resolution of the matter as noted above under the Student and Community Appeal and Complaint Process – Informal Phase before moving to Step 2 below. 

Step 2. Complete the online Student and Community Appeal and Complaint Form. The formal appeal or complaint must specifically state the basis for the appeal or complaint (person or area to whom the complainant addresses) and the resolution the complainant seeks. Formal appeals or complaints submitted via the online Student and Community Appeal and Complaint Form are directed to the Office of Institutional Research and Effectiveness. The office does not act as an advocate for any party to an appeal or complaint but facilitates to ensure a fair process.

They will then refer the appeal or complaint to the appropriate Employee for acknowledgment of receipt, review, and resolution.

Step 3. The complainant should expect a preliminary response from an Employee within five (5) college business days of filing the appeal or complaint. The appropriate Employee will investigate the appeal or complaint to determine its validity and will include the following:

• Communication with the complainant. Communication with the Employee against whom the appeal or complaint was lodged. In the case of an appeal or complaint regarding procedures, the meeting would be with the Employee responsible for the program or service in question.

• This could include meeting with the complainant or Employee against whom the appeal or complaint was filed.

Step 4. The Employee will respond in writing (via a mailed letter or email) to the complainant within ten (10) college business days from the preliminary response. The response will include:

• A written description of the appeal or complaint, including all pertinent details.

• A statement regarding the action taken.

APPEAL OR COMPLAINT PROCEDURE – OUTCOME APPEAL PHASE

Formal appeals must be made in writing and submitted via the online Student and Community Appeal and Complaint Form located on the College’s website.

Phase 1: Vice President of Academic Affairs or Director of Student Services

If the Student and the College Community do not get a satisfactory resolution to their formal complaint, resolution may be sought by appealing to the Vice President of Academic Affairs or the Director of Student Services by submitting a formal written request via the online Student and Community Appeal and Complaint Form located on the College’s website. The appeal must be received within ten (10) college business days after the date of the mailed letter or email, as outlined in Step 4 above.

Upon conclusion and investigation of the nature of the appeal or complaint, the Vice President of Academic Affairs or Director of Student Services will respond in writing (by way of mailed letter or email) to the complainant within ten (10) college business days after the date the appeal was received. The response will include a written description of the complaint, pertinent details, and a statement regarding the action taken.

Phase 2: Complaint Committee

If a satisfactory resolution has not been reached with the Vice President of Academic Affairs or Director of Student Services, the Student and the College Community may appeal to the Complaint Committee by submitting a formal written request via the online Student and Community Appeal and Complaint Form located on the College’s website within ten (10) college business days after receipt of the decision notification (the date of the mailed letter or email). The Office of Institutional Research and Effectiveness shall send a copy of the complaint and related documentation to the Academic or Non-Academic Complaint Committee.

The committees will not be standing committees but will be formed by the Office of Institutional Research and Effectiveness when an appeal arises.

Academic Complaint Committee

The committee consists of two (2) instructors, two (2) Students, and one (1) Employee for a

total of five (5) members. The Academic Complaint Committee will review the complaint and related documentation of receiving said material and, upon conclusion and investigation of the nature of the complaint, will respond in writing (by way of mailed letter or email) to the complainant within ten (10) college business days after the date the appeal was received. The response will include a written description of the complaint, pertinent details, and a statement regarding the action taken.

Non-Academic Complaint Committee

The committee consists of one (1) instructor, one (1) Student, and three (3) Employees for a total of five (5) members. The Non-Academic Complaint Committee will review the complaint and related documentation of receiving said material and, upon conclusion and investigation of the nature of the complaint, will respond in writing (by way of mailed letter or email) to the complainant within ten (10) college business days after the date the appeal was received. The response will include a written description of the complaint, pertinent details, and a statement regarding the action taken.

If the complaint is still unable to be resolved in a manner acceptable to all parties, the Student or member of the community may appeal to the President/District Director by submitting a formal written request via the online Student and Community Appeal and Complaint Form located on the College’s website within ten (10) college business days after receipt of the decision notification (the date of the mailed letter or email). The Office of Institutional Research and Effectiveness will forward the complaint and related documentation to the President/District Director.

Phase 3: President/District Director

If the Complaint Committee has not reached a satisfactory resolution, the Student and the College Community may appeal to the President/District Director by submitting a formal written request via the online Student and Community Appeal and Complaint Form located on the College’s website within ten (10) college business days after receipt of the decision notification (the date of the mailed letter or email).

Once the President/District Director receives the formal complaint, they have five (5) college business days to reply in writing (via mailed letter or email) a preliminary response to the complainant. The President/District Director, upon conclusion and investigation of the nature of the complaint, will respond in writing (by way of mailed letter or email) to the complainant within ten (10) college business days after the date the preliminary response was received (the date of the mailed letter or email).

The response will include a written description of the complaint, pertinent details, and a statement regarding the action taken. The decision is final once the President/District Director decides on the appeal and no further appeal is heard.

RECORDS

The Employees supervising the area where the complaint is filed shall keep all documents associated with the complaint as part of the College's files. The records may be subject to public disclosure laws and will be kept according to the state records retention laws.

To comply with federal regulations, the College will maintain a record of formal complaints and their resolution, including those complaints reported to external agencies. The record will be housed within the Office of Institutional Research and Effectiveness office and made available to the Higher Learning Commission peer reviewers for review.

COMPLAINTS TO THIRD PARTIES PROCEDURE

If an issue cannot be resolved internally, Students and the College Community may file a complaint with the Wisconsin Technical College System (WTCS) and the Higher Learning Commission (HLC). These agencies should be contacted only after the Student and the College Community have utilized the established informal and formal complaint process.

Wisconsin Technical Colleges System

Attn: Student Complaint Resolution 4622 University Avenue

PO Box 7874

Madison WI 53707-7874   

The Higher Learning Commission

230 South LaSalle Street Suite 7-500

Chicago IL 60604

DISTANCE LEARNING STUDENTS

The College is a State Authorization Reciprocity Agreement (SARA) member. SARA is an agreement among member states, districts, and territories establishing comparable national standards for interstate offering post-secondary distance education courses and programs. If you are a Student living outside of the State of Wisconsin, you may also file your complaint with the state where you reside (see Student Complaint Information by State).