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  • Student Complaint Procedure: AR-7040-B

  • Section 7000: Students
    Student Complaint Procedure
    Administrative Regulation: AR-7040-B
    Under Review
    		 President’s Cabinet (PC) Approval: 8/27/92
    Revised:8/11/98
    9/24/01
    9/23/089

    Mt. Hood Community College (MHCC) provides processes to address concerns and complaints against the College and/or employees. There is a process for students to use to investigate the allegations of a complaint arising from conditions, practices, working relationships, decision, actions or inactions of Mt. Hood Community College (MHCC) and/or its or staff.

    There is a separate, but similar process used when the complaint is against an MHCC faculty outlined in Article 17 “Problem Resolution Procedure of the Mt. Hood Community College Agreement With Faculty Members.

    Both processes are student initiated and designed to facilitate the student concern being heard and to outline steps to take to resolve the complaint. It is important that the student be an active and informed participant in the process. The student may move to the formal complaint process at any time after the informal process has begun. Access to these processes will be provided to all students.

    Students are encouraged to resolve complaints informally and use the formal complaint procedure only as a last resort. In the event informal resolution is not possible, the vice president of student success and enrollment management has the primary responsibility for assisting individuals through the formal complaint process.

    1. COMPLAINTS AGAINST THE COLLEGE (Other than against MHCC Faculty)
      1. The College, in its goal to provide quality instruction and service, provides students access to appropriate College staff and administration to resolve questions, concerns or complaints against MHCC staff, policies, procedures, or other actions or inactions of the College.
      2. Students are strongly encouraged to resolve any concern informally though the appropriate department or division administrator.
      3. The Office of the Vice President of Student Success and Enrollment Management will direct the student to the appropriate department or division administrator to initiate the informal process.
      4. The administrator will work with the student and/or appropriate College staff, as needed, to resolve the student’s question, concern, or complaint.
      5. If the student is not satisfied with the discussion and any suggested resolution, the student may file a formal complaint.
      6. The student may contact the Office of the Vice President of Student Success and Enrollment Management to proceed to a formal written complaint.
    2. INFORMAL PROCESS - COMPLAINTS AGAINST THE COLLEGE (Other than against MHCC Faculty)
      1. The goal of the informal process is to provide information to the student that answers the student’s questions and concerns and/or to come to a resolution agreeable to the student and the College.
      2. The student discusses the complaint informally with the division administrator. If the concern is in regards to the division administrator, the student may discuss the concern with area vice president. The student may seek assistance through the process from a counselor or the vice president of student success and enrollment management.
      3. To address complaints in a timely fashion, students should begin the informal process within 30 college working days of the alleged complaint.
      4. If the student is not satisfied with the discussion and any suggested resolution, the student may file a formal complaint in the Office of the Vice President of Student Success and Enrollment Management.
    3. FORMAL PROCESS - COMPLAINTS AGAINST THE COLLEGE (Other than against MHCC Faculty)
      1. Students may file a formal written complaint against the College. The formal complaint should be filed within 30 College working days of the suggested resolution to the information complaint.
      2. The Formal Complaint Information Packet is available in the Office of the Vice President of Student Success and Enrollment Management, the college center and campus information. Students may call the Office of the Vice President of Student Success and Enrollment Management and have this information e-mailed or mailed to them.
      3. The formal written complaint must contain the following information:
        1. Name of the student or students.
        2. Statement of facts and nature of the formal complaint
        3. Date(s) of the incident(s).
        4. Resolution being sought by the student(s).
        5. Student’s signature.
      4. The student will submit the formal written complaint to the division administrator and the appropriate vice president. The vice president of student success and enrollment management will assist students to identify the appropriate vice president.
      5. The division administrator will have five (5) college working days to work with all parties to seek resolution.
      6. If the resolution presented by the division administrator is not agreed to, the appropriate vice president will, within fifteen (15) college working days after first receipt of the complaint, cause an investigation to be made of the unresolved complaint.
      7. The appropriate vice president will, within twenty (20) college working days after receipt of the complaint inform the student of the results of the investigation and his/her decision. The vice president may recommend one or more of the following actions:
        1. Offer a solution to the complaint.
        2. Dismiss the complaint.
        3. Take appropriate action.
      8. The finding of the appropriate vice president is final.