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112 - Student Complaints and Grievances

Responsible Office:   Student Success
Responsible Officer:  Dean of Students
Reference: Minnesota State Policy 3.8 Student Complaints and Grievances and Procedure 3.8.1 Student Complaints and Grievances

PURPOSE: To ensure students have a process to resolve student complaints and grievances when no other designated complaint, grievance, or appeal process applies to the situation.

Part 1. Definitions

Appeal: A request for reconsideration of a grievance decision under Policy 3.8 and Procedure 3.81.

Complaint: A claim concerning a college issue brought by a student alleging improper, unfair, or arbitrary treatment.

Grievance: A claim raised by a student alleging improper, unfair, or arbitrary treatment by a faculty or staff member involving the application of a specific provision of a college rule, regulation, board policy, or system procedure.

Informal Concern: A concern submitted by a student who would like to voice an issue without expectation of the college taking formal action or reporting back to the student. 

Retaliation: Retribution of any kind taken against a student for participating or not participating in a complaint or grievance.

Student: Includes all persons who:

  • Are enrolled in one or more courses, either credit or non-credit, through Southeast; or
  • Withdraw, transfer or graduate after an alleged violation of the Student Code of Conduct; or
  • Are not officially enrolled for a particular term but have a continuing relationship with Southeast; or
  • Have been notified of their acceptance for admission or have initiated the process of application for admission or financial aid. 

Part 2.  Policy

In accordance with Minnesota State system Board Policy 3.8 Student Complaints and Grievances, a student has the right to seek a remedy for a dispute or disagreement through the complaint and grievance procedure. The procedure is not a substitute for other grievance procedures specified in board or college policies or procedures, regulations, or negotiated agreements.

This policy does not apply to academic grade disputes. Grade appeals must be handled under the academic policy of the college. 

Part 3. Procedure 

Students may bring any complaint forward for consideration. Prior to submitting a complaint, students are encouraged to use available informal means to resolve concerns such as discussing the complaint with the appropriate college faculty or staff. 

A student must use the Student Complaint, Grievance, or Informal Concern Form to submit their Complaint, Grievance, or Informal Concern. 

Information submitted and gathered in a student complaint is subject to the Minnesota Data Government Practices Act. 

Informal Concern Process

A student who has a concern but wishes to not engage with the process can submit their concern using the Student Complaint, Grievance, and Informal Concern form. The appropriate individual(s) will review the concern and may address it using the appropriate internal processes. 

Student Complaint Process

If informal intervention does not result in a resolution, or a student decides not to informally address a concern, a student should put their concerns in writing, identify the issue, and identify possible options for resolution using the Student Complaint, Grievance, and Informal Concern form. 

After a student has submitted a complaint, a designated college staff member shall contact the student to discuss the complaint within 10 business days of the complaint submission. The student may have a support person, this could be an appropriate college employee, attend the meeting. The designated college staff member shall inform the student of a reasonable date they can expect a written response.

The designated college staff member communicates, in writing, the complaint decision to the student. The communication will also inform the student of the grievance process if the student is not satisfied with the outcome. 

Student Grievance Process

If a student determines that a complaint is not satisfactorily resolved and the complaint alleges improper, unfair, or arbitrary action by a college faculty or staff member involving the application of a specific provision of a college rule, regulation, board policy, or system procedure, the student may file a grievance. Information submitted and gathered in a student complaint is subject to the Minnesota Data Government Practices Act.

  • A grievance should be submitted within 10 days of receipt of the written response to the complaint using the Student Complaint, Grievance, and Informal Concern form. On the form, the student shall state:
    • The reason for the grievance.
    • A factual summary of the grievance
    • The requested remedy 
     
  • A designated member of the college president's cabinet will review the complaint, meet with involved parties, and render a decision on the matter. The decision of the cabinet member will be shared to the student in writing and the issue will be considered resolved by the college. 

Appeals to the Chancellor of Minnesota State

A student may appeal the college's final decision to the chancellor of the Minnesota State system of colleges and universities if the grievance involves a board policy, system procedure, the actions of a college president, an issue of institutional or program quality such as a college's compliance with the standards of an accrediting or licensing agency, or a claim of consumer fraud or deceptive trade practice. The decision of the chancellor is final and binding.

Student Rights 

No retaliation of any kind shall be taken against a student for participation in a complaint or grievance.

These procedures also shall protect student, faculty and staff data privacy rights.

This grievance procedure does not prohibit the student from filing a grievance with any of the appropriate federal, state or local departments of human rights, in addition to or instead of the college process. However, students are encouraged to use the formal procedure above.

Internal Process

1. The student submits a Student Complaint, Grievance, or Informal Concern Form.

2. The Dean of Students receives notification that the form has been submitted and reviews the information provided by the student. 

a. Informal Concern: the Dean of Students will forward the complaint to the appropriate Southeast staff member to follow up. 

i. Informal concern submission does not require a formal response, but the Southeast staff member is encouraged to take appropriate action and communicate back to the student with information on any action taken. 

b. Complaint/Grievance: the Dean of Students forwards the form to the appropriate Southeast staff member for review. Academic concerns will go to the appropriate Academic Dean. Other concerns will go the appropriate Cabinet Member/Dean

i. The Southeast staff member becomes the main point of contact for the student, reviews details of issues and contacts other individuals, as needed, to gather additional information and verify facts. 

ii. The Southeast staff member communicates the complaint or grievance decision(s) to the student and informs the student of any appeal and/or grievance processes and support resources available. 

iii. The Southeast staff member updates the case notes with the appropriate information and closes the case. A final copy of the case is added to the student's electronic academic file

3. Cabinet members review the complaint, grievance and informal concern data periodically to identify any trends and/or opportunities for continuous improvement. Data review is completed in accordance with applicable data privacy policies. 

 

 

Date of Implementation: June 17, 1997
Dates of Reviews: December 28, 2010; February 7, 2011; June 10, 2020; November 20, 2024
Dates of Revisions: February 15, 2000; June 30, 2004; September 29, 2008; June 10, 2020; April 27, 2022; November 20, 2024