Student Complaints

Student Complaints Policy & Procedures

Policy Statement

Southside Virginia Community College (SVCC) is dedicated to a policy that provides that all complaints relating to current and prospective students will be handled fairly and equally without regard to race, color, age, sex, religion, national origin, disability, marital status, veteran’s status, sexual orientation, political affiliation, or other non-merit factors. 

Any student raising a complaint shall be treated with respect and shall receive a response as delineated in the following procedure. Retaliation against anyone involved in a complaint process, including the complainant, witnesses, or institutional representatives, is strictly prohibited. In compliance with standards set forth by the U.S. Department of Education and SACSCOC, the college will maintain a record of all formal student complaints against the institution for 5 years. A reasonable effort shall be made by SVCC to guide and support students through the complaint procedure to facilitate early and effective resolutions. The procedures herein described shall be conducted on a confidential basis. The release of information may be required to complete the process.

Student complaints are non-academic in nature and can include unlawful discrimination and unfair treatment. The Student Complaints Policy applies to issues arising under any of the following:

• Title VI of the Civil Rights Act of 1964

• Section 504 of the Rehabilitation Act of 1973

• Title II of the Americans with Disabilities Act of 1992

• Family Educational Rights and Privacy Act of 1974

• Age Discrimination Act of 1975

• Southside Virginia Community College Catalog

• Southside Virginia Community College Student Handbook

• Virginia Community College System Policy Manual

• GI Bill  

The Virginia State Approving Agency (SAA), is the approving authority of education and training programs for Virginia. The SAA investigates complaints of GI Bill beneficiaries. While most complaints should initially follow the institution’s complaints policy, if the situation cannot be resolved at the college, the beneficiary should contact the SAA via email saa@dvs.virginia.gov. 

This policy does not subvert or supersede the College’s policy on Sexual Misconduct, Title IX of the Higher Education Amendments of 1972, 20 U.S.C. § 1681 et seq. (“Title IX”). Any reports of conduct falling within the jurisdiction of Title IX shall be handled appropriately in accordance with that policy.

Complaints must follow the college’s customary resolution procedure prior to being referred to the State Council of Higher Education for Virginia (SCHEV).

SCHEV Student Complaint Process:

https://www.schev.edu/students/resources/student-complaints

Procedures for Resolving Complaints 

The following procedures shall be followed by active students for a fair and equitable process to present an issue of improper, unfair, arbitrary, or discriminatory treatment by SVCC students, employees, contractor employees, or a third party. A complaint may be resolved through either an informal or a formal process.

Level One (Informal Resolution)

Recognizing that complaints should be raised and settled promptly, a complaint should be raised within five (5) business days following the event giving rise to the complaint. As the first step, the student is encouraged to meet and discuss the concern with the person with whom the student has the difference or dispute. At the meeting, the student must clearly present the facts regarding the complaint and the resolution he or she seeks. The respondent may consult with his/her supervisor, dean, or program head during this step in the process. Every reasonable effort should be made to resolve the matter informally at this level. 

If the difference or dispute is not resolved, the student with a complaint shall complete a complaint form and submit it to the Student Experience Coordinator to review the matter, assist with determining a solution, and recommend the matter proceed to Level Two of the Complaint Procedure (if applicable).  

In cases where the complaint involves the Student Experience Coordinator, the student with a complaint shall complete a complaint form and submit it to the Director of Institutional Effectiveness and Strategic Initiatives to review the matter, assist with determining a solution, and recommend the matter proceed to Level Two of the Complaint Procedure (if applicable).  

A student who alleges harassment or sexual misconduct will not be required to make direct contact with the person alleged to have engaged in such conduct. In that situation, the student should contact the Student Experience Coordinator, who will discuss with the student her/his right to proceed to Level Two of this procedure. If a student is alleging sexual misconduct, the student should be referred to Southside Virginia Community College’s policy on sexual violence, domestic violence, dating violence, and stalking (Title IX) https://catalog.southside.edu/content.php?catoid=10&navoid=1052.

Level Two (Formal Resolution)

If the student is not satisfied with the outcome of the complaint at Level One, the student may submit a complaint form to the appropriate college official within five (5) business days. The appropriate college officials are outlined as follows: 

1. Academic matters — Academic Deans for credit courses. Director of Workforce Development and Continuing Education for non-credit offerings. 

2. Admissions matters (e.g., residency, registration, transfer of credits, academic suspension/ dismissal, etc.) will be heard by the Director of Financial Aid, Veterans Affairs and Records.  

3. Student employment (e.g., financial aid recipients) will be heard by the Director of Financial Aid, Veterans Affairs and Records. 

4. Complaints in areas other than 1, 2, and 3 will be heard by a designated member of the President’s Council.

5. Affirmative Action and ADA complaints will be heard by the Vice President of Finance and Administration.

Within five (5) business days of receiving the complaint, the dean, supervisor, or other college official will schedule a meeting with both parties in an effort to resolve the complaint. The meeting may occur after five business days, but the meeting date should be established within this time frame. The role of the decision-maker is to chair the meeting, facilitate the discussion, conduct an adequate, reliable, and impartial investigation, determine whether or not college policies have been violated, and render a decision on the matter. Each party may present witnesses and other evidence. No attorneys or other advisers are allowed to be present to represent either party. 

No recording will be permitted during the meeting. The decision-maker may conduct follow-up inquiries after the meeting if necessary. He/she will prepare a written report of the outcome of the complaint within 10 business days after the meeting and will provide copies to the student and the respondent.

Level Three (Appeal)

If the student is not satisfied with the outcome of the complaint at Level Two, the student may file a written appeal within five (5) business days of the determination of Level Two to the Vice President with administrative oversight of the respondent’s division. The appropriate Vice President has the authority to identify an administrative designee to review the appeal. 

If, in the judgment of the Vice President or Administrative Designee, the appeal and record of previous actions have resolved the complaint or do not warrant further action, he/she will notify the student and the respondent within 10 business days of receiving the written appeal.