Platt College is Becoming Part of Concordia University, St. Paul

Revision Responsibility: Vice President of Academic Affairs

Responsible Executive Office: Vice President of Academic Affairs

Purpose: To outline how the informal complaint procedure is to be utilized by students.

Background:

The College aims to handle complaints in a way that:

• encourages informal conciliation
• is fair and efficient
• treats complaints with appropriate seriousness, empathy and confidentiality
• facilitates early resolution

Procedure:

Students who wish to initiate a review of any type of concern or complaint shall use the following process before initiating the formal grievance procedure:

1. The student should determine the type of issue, concern, or complaint he/she  wishes to have reviewed.  Types of issues include, but are not limited to: (A) concerns about grades or other learning activities, (B) concerns about behaviors perceived by the student from other students, faculty or staff, and (C) any other concerns directly relating to the academic or operational processes that are under the purview of the College. Concerns related to sexual harassment or discrimination are handled according to Policy 05:16:00 Sexual and Racial Harassment.
2. A complaint should initially be addressed to the faculty member, student peer or member of staff who is most directly concerned with the issue. In order to ensure that the complaint is raised at a mutually convenient time, the student should try to arrange an appointment with this person.

   Complaints about grading and other issues affecting academic performance and progression must be made in accordance with Policy 02:24:00 Satisfactory Academic Progress (SAP). 

   Complaints about academic performance and progression must be made prior to the close of business at the end of the first six weeks of the academic quarter following the academic quarter for which the complaint is being made.  All other complaints must be made within 15 business days of the decision, determination or incident that gives rise to the complaint. 

3. The student should expect a response using e-mail (or other College approved preferred contact method) as appropriate within 5 business days.
4. If the issue being raised in the informal complaint has been reviewed by the student with the faculty involved and the student believes a satisfactory resolution has not been reached, the student may elect to progress to the next phase of informal complaint resolution which is review by a designated executive administrator of the College. The student must request the review within five business days of receipt of the response.  The administrator shall review the complaint, collect any additional information, and render a decision within five business days of receipt of the complaint (resource availability permitting) and notify the student of the decision.

If the issue being raised in the complaint has been reviewed by the designated executive administrator and the student believes a satisfactory resolution has still not been reached, the student may elect to progress to the last course of action, initiation of a formal general or academic grievance (see Policy 02:16:00 Grievance and Policy 02:16:00 (a) Grievance Procedure). 

Revised: August 14, 2009, Revised: January 17, 2011 to reflect catalog revision of SAP, July 9, 2014 to reflect change in time period under Step Two.