Student Complaint Process

Complaint process

A student who has a complaint about a program, service, or other aspect of this institution may utilize the following process in seeking resolution of the concern:

  1. The student should meet with the college employee who directly supervises the affected area to attempt informal resolution of the situation. The supervisor will keep records of the outcome of this meeting. If students are unsure who supervises an office, they should contact the Human Resources office.
  2. If resolution does not occur informally, or if there are compelling reasons why the student chooses not to meet with the supervisor of the area, the student shall present a written complaint to the supervisor at the next level, who will review the complaint, conduct appropriate investigations, and attempt a resolve of the situation. This process will be completed within 10 class days of the receipt of the complaint. Students can submit a complaint through the JCC website. The following individuals will serve as informal facilitators of the complaint resolution process: the vice president of Student Affairs and/or chief diversity officer in Jamestown, the executive director of the Cattaraugus County Campus, and the director of the North County Extension Center in Dunkirk. 
  3. If the previous steps do not resolve the complaint, the student may take the complaint to the appropriate vice president or their designee from within whose area the complaint arises. The vice president will investigate the complaint, gather all relevant information and offer a resolution of the process within 10 class days of receipt of the complaint. In the case where the appropriate vice president is directly involved in the complaint, the matter will be referred to another vice president.
  4. The student may appeal the resolution at the previous step to the college president. The President will review all previously gathered data, consider any additional relevant information, and issue a decision within 10 class days of the receipt of the appeal. This will be the final step in the internal complaint process.
  5. Students shall be assured that no adverse action will be taken against them for filing a complaint.

In circumstances where another grievance procedure is in place to address the student concern, that grievance procedure should be used instead of this complaint process.

Institutions delivering courses by distance education are required to provide students or prospective students with contact information for filing complaints with the State approval or licensing entity in the student’s State of residency and any other relevant State official or agency that would appropriately handle a student's complaint. State Contact Information has been collected by the State Higher Education Executive Officers (SHEEO) and may be found on the SHEEO website.

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