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Student Complaint Process

This page is intended as a summary overview of the Student Complaint process at CR.  For full and complete details, please see the specific procedure listed under each topic below.

Non-Academic Complaint

Governing Documents: Board Policy 5530 and Administrative Procedure 5530

This webpage provides a summary of the process. Please view the governing documents above for details.

If a student wishes to lodge a complaint other than academic complaints or unlawful discrimination, he or she may seek redress through the procedures listed below.

These complaints may include matters such as:

  • complaints about college staff
  • a challenge to a student's academic record
  • or complaints about a service or program

Student complaints within the purview of this regulation must be filed with the Chief Student Services Officer (CSSO) within thirty (30) days of the decision, action, or incident that is the source of the complaint.

There are two primary methods to address student complaints: Informal and Formal

Informal Process

Many complaints are simply the result of misunderstanding or miscommunication. For most complaints, a direct discussion with the immediate supervisor of the employee, program, service, or area of responsibility relevant to the compliant, may be adequate to resolve the matter to the satisfaction of both parties.

  1. Discuss Complaint with Supervisor 
    The student shall first attempt to resolve the complaint through informal consultation with the specific area administrator or supervisor of the employee, program, or service against whom the complaint is lodged. Such a meeting should be held in private within ten (10) working days after the decision, action or incident. 
  2. Express Complaint in Writing 
    If the student is dissatisfied with the results of the discussion with the supervisor, the student should submit a “Statement of Complain t” that clearly expresses in writing the complaint and the desired solution. This statement shall be submitted to the CSSO within five (5) business days following the meeting with the specific area administrator or supervisor as described above. 
  3. Supervisor Conference 
    On receipt of the student's “Statement of Complaint,” the immediate supervisor will, within ten (10) working days, arrange a conference or meeting with the employees, service area personnel, and any other relevant staff. 

Formal Process

If the complaint cannot be satisfactorily resolved at the informal level, then the Formal Resolution Process shall be followed: 

  1. Student Files a Request for Hearing
    The student must complete and deliver to the CSSO (or Campus Dean at the Education Centers), the “Request for Hearing” form within ten (10) business days of receiving the written decision rendered by the area supervisor as described above. 
  2. CSSO Convenes the College Hearing Committee
    The CSSO (or Campus Dean at the Education Centers) or designee shall then convene the College Hearing Committee within a period of fifteen (15) business days following receipt of the Request for Hearing to consider the complaint.  
  3. Hearing Procedures
    The Chair of the College Hearing Committee will establish a hearing format consistent with this administrative procedure.

Further Action:

If an issue is not resolved through the College of the Redwoods Student Complaint Process, you may have additional options.  For more information, please read the Complaint Process Notice for the California Community College Chancellor’s Office.