North Central Missouri College
Student Complaint Policy
The North Central Missouri College (NCMC) Student Complaint Policy is available to students who wish to have a concern resolved regarding a process or person of the college community not covered by existing policies, such as grade appeals, student code of conduct, or sexual harassment complaints. The objective of the NCMC Student Complaint Policy is to resolve concerns as quickly and efficiently as possible at the level closest to the student. A complaint should be filed during the semester of occurrence but no later than 60 days from the first day of the following academic semester.
There are four main categories of complaints. These categories are academic, non-academic, business operations, and harassment incidents.
Academic complaints/grievances are reported through the appropriate academic leadership for resolution beginning with the faculty members, then respective Dean as appropriate. Information regarding the policies and procedures for students who wish to purse academic complaints and grievances are detailed in the Academic Catalog. The Student Handbook and Nursing Department Handbook also contain procedures. Students who wish to purse academic complaints and grievances should follow the prescribed policies and procedures outlined in the respective publication.
Non-academic complaints/grievances are submitted to the Dean of Student Services for addressing appropriate action/resolution. This policy/procedure is identified in the College Catalog, as well as the Student Handbook.
Business Operations complaints/grievances are submitted to the Vice President of Administrative Services for addressing appropriate action/resolution.
Harassment incidents are submitted to the Title IX Coordinator for addressing appropriate action/resolution.
Complaints/grievances are reported in the following publications:
- College Catalog
- Student Handbook
- Nursing Department Handbook
- NCMC website
*Printed copies can be obtained by contacting the Dean of Student Services.
WHAT IS CONSIDERED A FORMAL COMPLAINT
Written or typed complaints signed by a student and provided to one of the Reporting Officials will be considered formal complaints. Complaints can be provided via US mail, pirate email, faxed or hand-delivered. For the purposes of this policy, a student is someone who is currently enrolled full- or part-time or who has recently been enrolled in the institution. If the complainant is someone who has not been enrolled during the previous two semesters or academic year, must reapply for admission, or an alumnus who received an NCMC degree or certificate two or more years ago, they are not considered a student for the purposes of this policy. Complaints received from non-students will not be tracked for the purposes of this policy, including non-student complaints that might relate to a student(s).
FILING A STUDENT COMPLAINT
Initially, the student who is considering submitting a complaint should attempt to resolve the concern directly with the appropriate faculty member, staff member or student. If the complainant is not satisfied or not willing to address the issue with the individual, a formal process may be initiated.
- Write a letter directed to the Reporting Official containing a brief narrative of the facts of the complaint. There is no complaint form. Please type your complaint and sign and date. Include contact information for future correspondence
- Attach documentation to support your narrative wherever possible. Helpful documentation might include relevant portions of the college catalog, letters or e-mail exchanged between you and a faculty/staff member, etc.
- Include the specific outcome/remedy you are seeking.
- Provide the Reporting Official with the report, including the appropriate attachments. Complaints can be provided by:
- Mailing to the appropriate Reporting Official at: 1301 Main Street, Trenton, MO 64683
- Emailing them from your pirate email account to the Reporting Official. Staff email addresses are located in the back of the college catalog
- Dropping them off at the Reporting Official’s office on-campus
- If the complaint is against the Reporting Official, the complainant will send to complaint to the Reporting Official’s supervisor.
- If the complaint is forwarded to the incorrect Reporting Official, the complaint will be forwarded to the appropriate Reporting Official. The complainant will be notified of this action, including the name and title of the Reporting Official receiving the complaint.
The Reporting Official will initiate the resolution process by investigating the complaint within ten business days. The Reporting Official will either make appropriate changes/follow-up to resolve the matter or uphold the initial process/policy. A response to the complainant will be sent within ten business days of receipt of the complaint. If a longer time is needed to investigate and make a decision, the Reporting Official will make a reasonable extension of the deadline and contact the complainant to notify them of the new deadline.
If the complainant is not satisfied with the resolution, an appeal can be made to the Reporting Official’s supervisor, usually a vice president, within ten business days from the receipt of the decision. A decision regarding the appeal will be conducted within ten business days of receipt of the complaint appeal. The decision on the appeal is final.
Formal complaints signed by a student and provided to one of the Reporting Officials will be tracked on a spreadsheet provided on a shared drive. The Reporting Official handling the complaint is responsible for submitting the required information on the spreadsheet, including appeal information. Paper files and supporting documentation may be kept in the respective Reporting Officials area. The file will contain, but is not limited to the following information:
- A copy of the student’s complaint
- The date the complaint was initially received by the Reporting Official.
- The nature of the complaint.
- A written decision from the Reporting Official regarding the complaint, including steps to resolve the complaint and referrals made to outside agencies.
- The College’s final decision regarding the complaint, should an appeal occur.
The annual Institutional Record of Student Complaints will be maintained on record for a period of three years. The annual Report will contain the following information:
- The total number of complaints received by each Reporting Official.
- The nature of complaints received by generic category.
- A summary record of each complaint received, the action taken by Reporting Official and/or College.
The annual Institutional Record of Student Complaints will not include the name of the complainant or name(s) of any individuals involved in the facts of complaint. NCMC is required to share complaint information with accreditors, but individual identities will be shielded.
The annual Institutional Record of Student Complaints will be presented to the President, Vice Presidents and Deans no later than August following the academic year of the Record. The President may work with this team to develop recommendations and/or additional action to ensure on-going quality service to students.
EXAMPLES OF TYPES OF COMPLAINTS OR APPEALS AND THE REPORTING OFFICER
Dean of Student Services
- Academic Suspension
- Admissions Appeals
- Disability Accommodations
- Financial Aid Policy Appeals
- Housing Policy Appeals
- Missing deadline (add/drop, withdrawal, graduation) Appeals
- Non-Academic Misconduct
Dean of Instruction OR Dean of Allied Health
- Academic Complaints/Grievances
- Academic Misconduct
- Program Admission Appeals
- Grade Appeals
Vice President of Administrative Services
- Billing Office Complaints/Grievances (ex. Payment deadlines, non-payment drops, contesting charges, emergency loans)
Title IX Coordinator
- Sexual Harassment Complaints
If the complaint is not addressed above, the complaint should be sent to one of the Reporting Officers listed above and they will forward to the staff member overseeing the area in which the complaint originated.
COMPLAINTS TO THE MISSOURI DEPARTMENT OF HIGHER EDUCATION
34 C.F.R. § 668.43(b) The Missouri Department of Higher Education serves as a clearinghouse for postsecondary student complaints. The MDHE complaint policy may be found at http://www.dhe.mo.gov/documents/POLICYONCOMPLAINTRESOLUTION.pdf. This webpage contains information about the complaint process and includes instructions for how to file a formal complaint. Note that the policy provides that a student who wishes to file a complaint with the department must first exhaust all formal and informal avenues provided by the institution to resolve disputes.
COMPLAINTS TO THE HIGHER LEARNING COMMISION
The Commission has established a clear distinction between individual grievances and complaints that appear to involve broad institutional practices. Where a complaint does raise issues regarding the institution’s ongoing ability to meet the Criteria of Accreditation, the Commission forwards the complaint to the institution and requests a formal response.
HLC Contact information:
230 South LaSalle Street, Suite 7-500, Chicago, Illinois 60604-1411
Phone: 312.263.0456 . Fax: 312.263.7462 . firstname.lastname@example.org
Instructions on HLC website: http://www.ncahlc.org/information-for-the-public/complaints.html
COMPLAINTS TO THE DEPARTMENT OF EDUCATION AND/OR ATTORNEY GENERAL’S OFFICE, BY STATE