3357:12-12-20-Policy on Student Complaint Resolution (SARA)

A. POLICY
This policy outlines the procedures for resolving student complaints at Zane State College, a participating institution in the State Authorization Reciprocity Agreement (SARA). The purpose is to provide a fair, clear, and efficient process for students to address concerns or grievances related to their educational experience.

B. POLICY GUIDELINES

1. Scope and Applicability

• This policy applies to all students enrolled at Zane State College, including those enrolled in online and distance education programs under SARA.
• This policy does not cover complaints related to
  • Academic decisions (e.g., grades, academic probation).
  • Student conduct violations.
  • Disability accommodations (which are handled under a separate institutional policy).

     2. Definitions

• Complaint: A formal expression of dissatisfaction or concern regarding a service, policy, or practice of the institution that a student believes is unfair, discriminatory, or not aligned with published standards.
• Complainant: The student who files the complaint.
• Respondent: The individual or department against whom a complaint is filed.

     3. Complaint Resolution Procedure
Step 1: Informal Resolution

• Students are encouraged to seek an informal resolution by discussing their concerns directly with the relevant individual, office, or department.
• If the issue is not resolved informally, the student may proceed with a formal complaint.

Step 2: Formal Complaint Submission

• If the informal process does not resolve the complaint, the student must submit a formal complaint in writing within 30 days of the event or action leading to the complaint.
• The complaint must include the following details:
• Student’s name and contact information.
• Detailed description of the issue, including dates, locations, and names of involved parties.
• Supporting documentation or evidence.
• Desired outcome or resolution sought.
• Complaints should be submitted via email to the Registrar’s Office at registrar@zanestate.edu.

Step 3: Acknowledgment and Review

• Upon receipt of the formal complaint, the Registrar’s Office will:
• Acknowledge receipt of the complaint within 5 business days.
• Conduct a review, which may involve meetings with the complainant, respondent, and any witnesses.
• Request additional information or documentation if necessary.

Step 4: Resolution Decision

• A decision will be made within 30 business days of the complaint submission.
• The student will receive a written response detailing:
• The findings.
• Any actions taken.
• The rationale behind the decision.
• If the complaint is substantiated, appropriate corrective actions will be taken to resolve the issue.

     4. Appeal Process

• If a student is dissatisfied with the resolution, they may file an appeal within 10 business days of the decision.
• The appeal must be submitted to the Chief Academic Officer’s Office and must include:
• The basis for the appeal.
• Any new evidence or information that was not previously considered.

     5. External Complaint Options

• If a complaint cannot be resolved internally, students may file a complaint with the SARA State Portal Entity or the relevant state agency.
• Information on filing external complaints can be found on Zane State College’s website or by contacting the Registrar’s Office.

     6. Confidentiality and Retaliation

• Confidentiality: All complaints will be handled confidentially, to the extent possible, and in compliance with applicable laws.
• Prohibition of Retaliation: Retaliation against any student for filing a complaint is strictly prohibited. Students who believe they are experiencing retaliation should report the issue to the Registrar’s Office.

     7. Record-Keeping

• Zane State College will maintain records of all complaints and their resolutions for a minimum of five (5) years.
• These records will be made available for review by SARA-authorized bodies upon request.

     8. Policy Review

• This policy will be reviewed on an annual basis and updated as necessary to ensure compliance with SARA requirements and best practices in student complaint resolution.

C. POLICY HISTORY

• This policy is effective immediately.
• Policy revisions approved by the President’s Cabinet.

D. INITIATING DIVISION

• Registrar’s Office

E. POLICY REVIEWERS

• Registrar’s Office

F. POLICY REFERENCES
a. Forms Referenced: None
b. Codified Rules: SARA Complaint Resolution Requirements
c. Connecting Policies: Academic Complaint Procedures Policy, Disability Accommodations Policy