Student Concerns and Complaints (Procedure 3.0800)

Purpose

The purpose of this procedure is to outline the steps to be followed to address student concerns or complaints that a policy or procedure of the College has been incorrectly or unfairly applied in their particular case, or to bring a complaint or grievance against an employee's behavior. The following steps have been established to address complaints not already covered by the following procedures:

1. Student academic, instructional and faculty concerns and grade appeals are to be resolved according to Procedure 4.0300 Student Academic Concerns and Grade Appeals.
2. Discrimination complaints are to be addressed according to Procedure 1.0600 Resolving Discrimination Complaints.
3. Sexual harassment complaints are to be addressed by Procedure 1.0601 Resolving Harassment Grievances Under Title IX.
4. Students may submit a request for tuition refunds according to Procedure 5.0450 Student Tuition and Fee Refunds overseen by the Registrar's Office.
5. Student conduct concerns are to be addressed according to Policy 3.0900 Student Code of Conduct.
6. Student disability accommodation and course substitution appeals are to be resolved according to Procedure 3.0600 Accommodation of Disabled Students.

Procedure

1. Student Ombudsman
   The Student Ombudsman helps students understand College policies and procedures and is a resource to help resolve concerns and appeals regarding issues such as student's access to courses, credit granted toward the degree, and other matters. The Student Ombudsman is a neutral person who does not make binding decisions. Information regarding the purpose, role, and

   contact information for the Student Ombudsman can be found at http://www.seminolestate.edu/student-complaints/.

2. Statement of Student Concern or Complaint
   If a student believes the College has incorrectly or unfairly applied a College policy or procedure to their particular case or if the student wants to bring a complaint concerning an employee's behavior, they must submit the online Statement of Student Concern or Complaint form to the department lead of the person against whom a complaint is made. The ombudsman can help identify the appropriate person to contact.
   1. The Statement of Student Concern or Complaint should describe the complaint in the clearest possible terms and provide relevant facts upon which the allegation is based.
   2. The department lead shall review the Statement of Student Concern or Complaint and may meet with the student or employee individually or together to resolve the issue(s) raised in the statement. The department lead will send the student and the employee, against whom the complaint was brought, a written decision about the situation within 10 College working days.
3. Review by Next-level Reviewer:
   If either party is not satisfied with that decision, the aggrieved party may request a meeting with the next-level reviewer (the direct supervisor of the department lead) within 5 College working days of the decision of the department lead. At such time, the Statement of Concern or Complaint shall be updated with an account of previous actions taken and sent to the next-level reviewer. Upon receipt of the Statement of Concern or Complaint, the next level reviewer will work with the involved parties to attempt to resolve the conflict within 5 College working days of receipt of the written statement. The next level reviewer will send a written decision to both parties within 5 College working days of having received the Statement.
4. Appeal to the Vice President:
   If either party wants to appeal the decision by the next level reviewer, the party may request a meeting with the Vice President responsible for the program or employee at issue. The request for a hearing with the Vice President must be made within 5 College working days from when the next level reviewer sent the written decision. The Vice President will review the previous actions, and meet, as appropriate, with the student, employee's department lead and next-level reviewer to resolve the issues. The Vice President will send a written finding to both parties within 10 College working days of having received the Statement. The determination of the Vice President shall constitute the final disposition of the student concern or complaint.
5. If, after exhausting this institutional Student Complaint Process, the complaint has not been resolved to the student's satisfaction, the student may file a complaint with the Florida Colleges Division of the Florida Department of Education and/or the Southern Association for Colleges and Schools Commission on Colleges. For more information on how to contact the Florida Department of Education regarding a complaint, students may access information at the following website: College Complaint Procedure Information.

Rulemaking Authority and Law(s) Implemented: Florida Statute 1006.51

History-Adopted 04/2010, Revised 06/2015, 10/2023, 10/2024