Student Complaint Procedures

Purpose

It is the policy of Chattanooga State Community College to provide a fair and efficient process for students to present formal complaints related to conflict with college employees, objection to action, or condition of the College.

Retaliatory behavior is taken seriously by the College, and no retaliation should be taken against a student for lodging a complaint or for participating in a complaint’s investigative process.

Definitions

  • Complainant – the individual or group who is the initiator of the complaint
  • Investigator – Director of Student Conduct & Resolution or their designee
  • Multilevel administrative review – a process involving the Respondent and the Respondent’s supervisor(s)
  • Respondent – the individual, group, or unit of the college against whom the complaint is filed

Established College Procedures & Policies

The Student Complaint Process is not used to address complaints related to College procedures that have established processes for resolution. The following specific areas must be filed in accordance with the procedures set forth in the applicable College policies:

Academics

Discrimination, Harrasment, Retaliation

Employees

Financial Aid

Student Code of Conduct and Disciplinary Policy

Records

Traffic and Parking

Any report filed that is applicable to one of the above policies may be forwarded to the appropriate department or office for review. The Complainant shall be notified prior to forwarding a report and given five (5) business days to approve. Should the deadline pass without response, the complaint will not be forwarded. Alternatively, the Complainant may choose to rescind the original complaint and submit it directly through the appropriate process.

Grievances filed against students will not be reviewed under these procedures. The Student Code of Conduct delineates prohibited behaviors and the process to address alleged violations. For more information, you can view the Student Code of Conduct and Disciplinary Policy, or you may contact the Office of Student Conduct & Resolution at (423) 697-2482 or (423) 697-3390.

General Complaint Prodedures

Informal Complaint Resolution Process

  1. The Complainant should first attempt to resolve the issue informally with the Respondent (such as an instructor) prior to filing a formal complaint with the College if possible. If the Complainant is uncertain about how to proceed, they may contact the Office of Student Conduct & Resolution or refer to the Informal Complaint Resolution Matrix for additional guidance.
  2. If a resolution cannot be reached directly with the Respondent, the Complainant may attempt to resolve the issue with the Respondent’s supervisor(s). It is recommended to submit a detailed written summary of your concerns to clarify the issue. Submissions through email may be sufficient.
  3. If an appropriate resolution cannot be reached through informal measures, the student may choose to file a formal complaint through the Office of Student Conduct &Resolution.

Formal Complaint Resolution Process

  1. If a mutual resolution cannot be achieved, the next step is to contact the Office of Student Conduct & Resolution for consultation and/or to submit a formal complaint in writing. The written complaint should contain a summary of the complaint, supporting documentation, and a proposed resolution. The written complaint should be submitted within ten (10) days of the alleged conflict or action.
    1. Formal complaints may be submitted through the Office of Student Conduct & Resolution website. The online form can be found under "Student Complaint - Policy."
  2. Once the complaint has been received, the Director of Student Conduct & Resolution or their designee will be assigned as the Investigator. The Investigator will confirm the receipt of the complaint and communicate with the Complainant before beginning the formal resolution process:
    1. The Complainant will be offered an optional meeting to provide clarity regarding their complaint, provide additional details and information, and ask questions regarding the resolution process.
    2. The Complainant will be given five (5) calendar days following the Investigator's initial confirmation of receipt. The Complainant may choose to schedule or decline the meeting. If a decision is not communicated to the Investigator by the deadline, the complaint process will not move forward.
  3. Following the Complainant's decision, the Investigator will forward the complaint to the Respondent and their respective supervisor(s). The Respondent and/or their supervisor(s) will have ten (10) business days to review and respond to the complaint including options for resolution.
    1. The Investigator may attempt to resolve the complaint by facilitating discussion and suggesting action(s) through a multilevel administrative review. These discussions may be limited between employee and supervisor(s), or, if appropriate, may include the student to reach an effective mutual resolution.
  4. The Investigator will review all information provided and make appropriate recommendations to all parties involved.
  5. Absent good cause, the final resolution or finding of "no resolution" will be filed in the Office of Student Conduct & Resolution within 45 days from the date the complaint was filed.
    1. The Investigator has the ability to extend any deadlines for good cause.
  6. A meeting will be offered to the Complainant to discuss the findings and recommendations. The Complainant may acknowledge and accept the final outcome by signing the report, or the Complainant may request to alter the final recommendations. The Complainant then has five (5) calendar days to sign the final report. If the Complainant declines to sign, or the deadline passes, the findings and resolution will be forwarded to the Respondent and their supervisor(s). The complaint will then be considered closed.

NOTE: The Complainant may rescind their formal complaint at any step in the process up to signing the final report. A complaint is officially closed once the final report has been forwarded to the Respondent and their respective supervisor(s).

Contact Us

For questions or concerns about student complaints, please contact one of the following offices:

Office of Student Conduct & Resolution Director: (423) 697-2482 Case Resolution Coordinator: (423) 697-3390 Student Center, Room 137

Student Affairs Policy 03:36:00: Student Complaints

  1. The exercise and preservation of student freedoms and rights require a respect for the rights of all in the campus community. The objective of the Student Complaint Policy is to ensure that the concerns and complaints of Chattanooga State students are given fair and prompt consideration in accordance with the procedures available. Every attempt will be made to resolve the issue(s) at the lowest possible level.
  2. Chattanooga State uses a variety of methods to inform students on how to file a complaint such as; New Student Orientation, Student Handbook, SGA events, Organizational and clubs meetings, emails, and classroom presentations. Online reporting is available. Faculty and staff are informed about how students may submit a complaint through division/department meetings.
  3. Complaints may be submitted through the online reporting feature of the College’s Maxient database (link is available on the College’s website) or through a written statement submitted to the Office of Student Conduct. Complaints pertaining to an academic issue (i.e. dispute about a grade, attendance/clock hours, etc.) may be referred to the corresponding academic division for appropriate resolution, and complaints involving a faculty or staff member will be shared with the College’s Human Resources office.
  4. Chattanooga State Community College follows the Complaint & Investigation Procedure outlined in the P-080 Guideline set forth by the Tennessee Board of Regents regarding the orderly resolution of complaints of discrimination or harassment on the basis of protected statuses such as race, color, religion, creed, ethnic or national origin, sex, sexual orientation, gender identity/expression, disability, age (as applicable), status as a covered veteran, genetic information, and any other category protected by federal or state civil rights law related to the institutions and office of the Tennessee Board of Regents.

Submitted to Policy Review Committee on 2019.02.18
Submitted to Policy Review Board on 2019.04.08
Approved by Policy Review Board on 2019.04.24

Chattanooga State Community College Complaint Policies for Certain Distance Education Students Enrolled Through the State Authorization Reciprocity Agreements (“SARA”)

The below policies apply to students who are:

The nature of complaints to be addressed through these policies include violations of SARA policies and dishonest or fraudulent activity. These policies do not apply to complaints concerning student grades or student conduct violations. For more information on complaint subject matter see SARA Policy Manual Sections 4.2 and 4.3.

Institution Complaint Policies

Additional Complaint Policies

  • Tennessee Higher Education Commission (“THEC”)
    • Students (as described above) must complete the institution complaint process before appealing to THEC.
    • Students who are not satisfied with the institution’s resolution of their complaint may appeal the institution decision to THEC using the Request for Complaint Review form. Additional information on the THEC complaint process is available at THEC Complaint Review Process. Students may also contact [email protected] with questions.
    • The appeal to THEC must be filed within two (2) years of the incident about which the complaint is made.
    • Out-of-state student may also contact their home state higher education authority; although student may be referred to THEC. See State Portal Entity Contacts | NC-SARA for a listing of SARA states and contacts.
    • Students residing in non-SARA states, currently California only, should consult their respective state of residence for further instructions for filing a complaint.

Appendix 1 – Informal Complaint Resolutions

The Complainant should pursue an informal resolution for grievances whenever possible. Unless otherwise defined by College policy, an informal resolution usually entails bringing the issue directly to the Respondent’s attention. If a resolution cannot be found with the Respondent, the Complainant may contact the appropriate area supervisor, director, department head, dean, or vice president for resolution.

Common Abbreviations

CDC = Child Development Center

EVP Bus & Fin = Executive Vice President for Business and Finance

OCE = Office of Organizational Culture & Engagement (HR)

OSCR = Office of Student Conduct & Resolution

SGA = Student Government Association

VPAA = Vice President of Academic Affairs

VPSA = Vice President of Student Affairs

>Informal Complaint Resolution Matrix

The Informal Complaint Resolution Matrix provides an outline regarding types of general complaints and who to contact to begin addressing them.

Areas of Concern First Attempt to Resolve at Lowest Level Second Attempt to Resolve at Lowest Level (if applicable) Last Attempt before Official Written Grievance
Bookstore Staff Manager Business Office EVP Bus & Fin
Cafeteria Cafeteria Staff Director of Food Services EVP Bus & Fin
Campus Safety Campus Police EVP Bus & Fin President
Childcare CDC Staff CDC Director EVP Bus & Fin
Facilities Plant Operations Office Staff Director of Plant Operations EVP Bus & Fin
Financial Aid Financial Aid Staff Director of Financial Aid EVP Bus & Fin
General Student Concerns SGA Office Director of Student Experience VPSA
Issues with a Course and/or Instructor Instructor Department Head or Academic Dean VPAA
Library Library Staff Director of Library Services VPAA
Records, Transcripts Director of Admissions & College Registrar – VPSA
Registration Director of Admissions & College Registrar – VPSA
Student Account/Billing Bursar Office Staff Bursar EVP Bus & Fin
Student Experience (clubs, organizations, campus events, etc.) Director of Student Experience – VPSA
Violations of Student Rights OSCR VPSA OCE

 

Last Update: April 17, 2026