Applicable Policy Statement.  Each institution is required to have in place student complaint policies and procedures that are reasonable, fairly administered, and well-publicized. (See FR 4.5). The Commission also requires, in accord with federal regulations, that each institution maintains a record of complaints received by the institution.  This record is made available to the Commission upon request. This record will be reviewed and evaluated by the Commission as part of the institution’s decennial evaluation.

Compliance Certification Rationale for Judgment of Compliance

Southwest Texas Junior College has adequate procedures for addressing written student complaints and demonstrates that it follows those procedures when resolving student complaints.  The procedures for handling student complaints are printed in the SWTJC Student Handbook and Catalog under “Students Rights & Responsibilities” and the SWTJC Policy Manual FLD LEGAL and FLD LOCAL.

As stated in the policy manual “The purpose of this policy is to secure at the first possible level prompt and equitable resolution of student complaints, including those alleging discrimination on the basis of race, religion, color, sex, national origin, age, or disability.”  The student may be represented at any level of the complaint procedure . In the Catalog and the Student Handbook.

Student Complaint Sample 1
Student Complaint Sample 2

Off-Site Committee Judgment and Commentary: Non-Compliance

The institution provides the procedures for addressing student complaints that are published in the Student Handbook and institution Catalog. The policy is found in the institution’s Policy Manual FLD Legal and FLD Local. Examples of several student complaints were provided to indicate the application of the policy and the process utilized. The institution did not provide evidence that they maintain records of complaints as required by federal regulations, neither does it provide evidence of the individuals/offices responsible for the maintenance of the records and the location of the student complaints records.

Institutional Response

Southwest Texas Junior College has adequate procedures for addressing written student complaints and demonstrates that it follows those procedures when resolving student complaints. The procedures for handling student complaints are printed in the SWTJC Student Handbook under "Student Rights & Responsibilities" and the SWTJC Policy Manual FLD (FLD LEGAL and FLD LOCAL).

Additionally, SWTJC’s procedures for addressing written student complaints are available at the “Student Life” tab on the College’s webpage under “Counseling and Advising.”
As stated in the Policy Manual: “The purpose of this policy is to secure at the first possible level prompt and equitable resolution of student complaints, including those alleging discrimination on the basis of race, religion, color, sex, national origin, age, or disability.” The student may be represented at any level of the complaint, from the lowest (level 1) to highest (level 4). If the complaint involves a problem with an instructor, the student shall discuss the matter with the instructor before requesting a conference with the Division Chair at Level One. The following details the different levels of complaints:

LEVEL ONE: A student who has a complaint shall request a conference with the Division Chair or counselor as appropriate, who shall schedule and hold a conference with the student.

LEVEL TWO: If the outcome of the conference with the Division Chair or counselor is not to the student's satisfaction, the student has ten workdays to request a conference with the Vice President of Academic Affairs or Vice President of Student Services, as appropriate, or designee(s), who shall schedule and hold a conference. Prior to or at the conference, the student shall submit a written complaint that includes a statement of the complaint and any evidence in its support, the solution sought, the student’s signature, and the date of conference with the Division Chair or counselor.

LEVEL THREE: If the outcome of the conference with the Vice President is not to the student’s satisfaction, the student has ten workdays to request a conference with the College President or designee, who shall schedule and hold a conference. Prior to or at the conference, the student shall submit the written statements required at Level Two and the date of the conference with the Vice President.

LEVEL FOUR: If the outcome of the conference with the College President or designee is not to the student’s satisfaction, the student may submit to the College President a written request to place the matter on the agenda of the SWTJC Board of Trustees meeting. The College President or designee shall inform the student of the date, time, and place of the meeting. The Board President shall establish a reasonable time limit for complaint presentations. The Board shall listen to the student’s complaint and take whatever action it deems appropriate.
The Board’s consideration shall be based on the complaint records developed at the administrative reviews and no new evidence shall be received by the Board. Each side shall be entitled to make an oral argument based on the complaint record within the time restrictions established by the Board.

CLOSED MEETING: If the complaint involves an employee, it shall be heard by the Board in a closed meeting unless the employee complained about requests it to be public.

Documentation of procedures for addressing student complaints and official written (paper) records of all complaint proceedings are on file in the office of the Vice President of Student Services and/or the office of the Vice President of Academic Affairs.

In addition, the Vice President of Student Services’ Office has developed the Student Complaint Log, an electronic means of collecting and storing all written documentation relevant to a given complaint. The log is housed on a secure SharePoint site and is accessible only by the College President and Vice-Presidents.

This secure log also contains documentation of other written student issues, such as academic probation or suspension appeals, campus discipline, including student housing, and grade disputes. To view actual records of student written complaints and the college’s responses, please click below.

Student Complaint Sample 1
Student Complaint Sample 2