Northwest College

Student Handbook

Policies and Procedures

Non-Academic Student Complaints

Formal Complaint Procedures

If the complainant has been unable to resolve a complaint or problem using the Informal Grievance Procedure, the complainant may proceed with the steps below.

There are a maximum of two steps for a formal complaint which is a written process. The first step is filing a written statement with the appropriate director. If this is unsatisfactory, the second step is filing a written statement with the appropriate vice president. The decision of the appropriate vice president is final.

Steps

Step 1. The Formal Grievance Procedure begins with a written statement which must be filed within ten working days after the failure to resolve the complaint informally.

The written statement from the complainant shall contain the following:

  1. A concise statement of the grievance, including:
    1. a description of the alleged events and action(s) of all parties involved,
    2. the date of the alleged occurrence,
    3. the place of the occurrence of the alleged events, and
  2. The relief or remedy sought by the complainant.
  3. Solutions which were proposed and why they were unacceptable.

In reviewing the complaint, the appropriate director (or Designee) shall request written statements from the respondent or anyone else involved. These individuals have five working days after the date the request is received from the appropriate director (or Designee) to submit any written statements they wish to be considered. The reviewing director (or Designee) also has the right to request additional information.

A copy of the written decision of the director (or Designee) will be sent to the complainant and respondent within ten working days of the receipt of all pertinent information (including face-to-face interviews if necessary).

If the complaint involved a director, the written statement should be submitted to the appropriate vice president (or Designee) by the complainant within ten working days following receipt of the written decision:

Step 2. If the complainant or respondent are not satisfied with the written decision of the appropriate director (or Designee), the following shall be submitted to the appropriate vice president (or Designee) within ten working days following receipt of the written decision:

  1. The original, written statement of the complaint,
  2. The written decision of the director,
  3. A written statement explaining why the complainant or respondent is dissatisfied with the decision of the appropriate director.

Any written statements from other parties, which may have been obtained by the reviewing director (or Designee), will be forwarded to the vice president (or Designee) by the director (or Designee).

The vice president (or Designee) shall respond with a written decision to the complainant and respondent within ten working days of the receipt of all pertinent information (including face-to-face interviews if necessary). The decision of the vice president (or Designee) is final as pertains to the complaint process.

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