Student Complaint Procedure

Guiding principles for Complaint Resolution

Resolve matters at the earliest possible opportunity
Resolve matters at the lowest possible level
Investigate the matter fairly and thoroughly
Ensure the process is unbiased

This complaint procedure applies to any complaint other than those listed below. Please use the links provided below for more information about these processes:

Complaints related to discrimination or harassment of students based on disability, race, color, national origin, gender, pregnancy, or any other protected status
Final Course Grade Appeal
Satisfactory Academic Progress (SAP) Policy for Financial Aid Recipients
Student Records Amendment Appeal Process
Refund Request: See Refund Appeal Process section
Religious Observances Appeal: See Religious Observances section
Conduct Appeal: See the Student Due Process section

Informal Complaint Process

Students are encouraged to reach out to the appropriate first point of contact identified in the interactive list below. The College also has an Ombudsman available to serve as a student advocate to guide students in resolving conflicts and in processing appeals through established procedures.

Student Complaints - First Point of Contact

Issue	First Point of Contact
Academic/Instruction	Faculty/Instructor; or Supervising Associate Dean
Admissions	Director of Admissions
Academic Advising	Student Development Manager/Assistant Dean of Students
Academic Advising BAS Programs	Academic & Student Services Manager for BAS Programs
Academic Freedom	Faculty/Instructor; Supervising Associate Dean
ADA/504 Concerns	Campus Center for Student Accessibility Manager
Athletics	Athletics Director
Bookstore	Campus Bookstore Manager
Cashier	Cashier’s Office Supervisor
Class Availability	Supervising Associate Dean
Discrimination/Harassment Among Students that is not Sexual Harassment	Campus Dean/Assistant Dean of Students: Belle Glade Campus Boca Raton Campus Lake Worth Campus Loxahatchee Groves Campus Palm Beach Gardens Campus
Sexual Harassment of a Student by a Student	Title IX Coordinator
Discrimination/Harassment of Student by Employee	Human Resources Director and Equity Officer or Title IX Coordinator
Discrimination/Harassment of a Student by Faculty/Instructor other than Sexual Harassment	Supervising Associate Dean
Sexual Harassment of a Student by Faculty or Instructor	Human Resources Director and Equity Officer Or Title IX Coordinator
eLearning	eLearning Support
Financial Aid	Campus Financial Aid Manager
Graduation	Graduation Office
International Admissions	International Admissions Director
Library	Library Director: Belle Glade Lake Worth Palm Beach Gardens
New Student Orientation	Student Development Manager/Assistant Dean
Parking Ticket	Parking Ticket Appeal
Registration/Student Records Florida Residency Limited Access Admissions Name Not on Class Roster Refund Requests Transcripts Other Registration/Records Concerns	Campus Registration Office: Belle Glade/Loxahatchee Groves Boca Raton Lake Worth Palm Beach Gardens
Religious Observances	Supervising Associate Dean
Security	Security Lieutenant
Student Activities	Student Activities Manager
Student Learning Center	Campus SLC Manager
Testing	Test Center Manager
Veterans	Veterans Certifying Official

For concerns not specified above, students will be directed to contact the Dean of Student Services Office on their campus for guidance.

Formal Complaint Process - Written Student Complaints

Any student whose complaint has not been resolved through the informal process can complete and submit a Student Problem Resolution Form.

To be considered a written student complaint, a student must submit a formal complaint utilizing the Student Problem Resolution Form. (This excludes reports regarding Title IX and discrimination/harassment. These reports can be submitted in any format.)

Once the form is submitted, the case is assigned to the appropriate administrator within two (2) business days.

Within three (3) business days of being assigned the complaint, the administrator will contact the student to review and clarify the complaint, identify a course of action and time frame for resolution and provide their contact information. Complaints should be resolved within thirty calendar days; students will be notified if this time frame needs to be extended and the reason for the extension. The student will be notified in writing as to the final outcome of the complaint. The decision of the administrator is final.

Formal complaints involving a member of the Faculty will be resolved using the process outlined in the Collective Bargaining Agreement.