Student Grievance and Complaint Policy

1. Purpose and Scope

Callins College ("the Institute") is committed to providing a learning environment that is educational, supportive, and fair. We recognize that disputes may occasionally arise. This policy provides a structured, impartial process for students to seek resolution for academic and non-academic concerns.

Scope: This policy applies to all currently enrolled students in the 13th and 14th-year postsecondary programs. It covers:

Academic Grievances: Disputes regarding course grades, academic progression, or faculty conduct.
Non-Academic Grievances: Disputes regarding administrative services, financial aid, technology, or student services.
Discrimination & Harassment: Allegations of discrimination based on race, religion, disability, age, or other protected classes (excluding Sexual Harassment, which is covered under Title IX).

Exclusions: This policy does not cover:

Title IX Sexual Harassment: Sexual misconduct and harassment are handled exclusively under the Title IX Sexual Harassment Policy (see Section 5).
Student Code of Conduct Violations: Appeals regarding disciplinary sanctions are handled under the Student Conduct Appeals Process.

2. General Principles

Fairness: All parties will be treated equitably and given the opportunity to present their case.
Non-Retaliation: No student will be subject to retaliation, harassment, or negative academic consequences for filing a grievance in good faith.
Confidentiality: All records and discussions will be kept confidential to the extent permitted by law and Institute policy.
Timeliness: Both the student and the Institute are expected to adhere to the timelines outlined below.

3. Grievance Procedure (Standard)

Step 1: Informal Resolution

Students are encouraged to resolve issues directly with the faculty member or department staff involved.

Action: The student should contact the individual via official Institute email within 5 business days of the incident.
Goal: Most conflicts (e.g., grade calculation errors, misunderstandings of policy) can be resolved through open dialogue.
Online Context: If a synchronous meeting is required, it will be conducted via the Institute’s secure video conferencing platform.

Step 2: Formal Written Grievance

If the issue is not resolved informally, the student may file a formal grievance.

Timeline: Must be submitted within 10 business days of the failed informal resolution or the incident.
Submission: Submit the Student Grievance Form (attached below and available in the Student Portal) to the Dean of Student Affairs at administration@callinscollege.education.
Required Information:
- A clear description of the grievance (dates, times, persons involved).
- Evidence supporting the claim (screenshots, emails, syllabus, documents).
- A description of the steps taken in Step 1.
- The specific remedy or resolution requested.

Step 3: Investigation and Review

Review Officer: The Dean will assign a Review Officer (a faculty member or administrator not involved in the dispute) to investigate.
Process: The Review Officer may interview the student, the respondent, and witnesses. All meetings will be conducted virtually.
Determination: The Review Officer will issue a written decision to the student’s official email address within 15 business days of receiving the formal grievance.

Step 4: Appeal to the Grievance Committee

If the student is unsatisfied with the Step 3 decision, they may appeal.

Timeline: The appeal must be filed within 5 business days of receiving the Step 3 decision.
Submission: Submit a written appeal to the Chief Academic Officer (CAO). The appeal must cite specific grounds (e.g., procedural error, new evidence not previously available, bias).
Hearing: A virtual hearing may be scheduled where the student can present their case to the Grievance Committee.
Final Decision: The CAO will issue a final, binding decision within 10 business days of the appeal review.

4. Academic Grievances (Specific Provisions)

For grievances specifically related to Final Course Grades:

The burden of proof rests on the student to demonstrate that the grade was assigned arbitrarily, capriciously, or in violation of the syllabus criteria.
Grade grievances must be initiated within 10 days of the final grade posting.

5. Title IX and Discrimination

Allegations of sexual harassment, sexual assault, domestic violence, dating violence, and stalking are strictly separated from the standard grievance process to comply with federal Title IX regulations.

Reporting: Students should immediately contact the Title IX Coordinator:
Process: These cases involve specific supportive measures, a formal investigation, and a live virtual hearing with cross-examination possibilities, as mandated by federal law. Please refer to the Callins College Title IX Handbook for the full procedure.

6. External Complaint Channels

If a grievance remains unresolved after exhausting all internal Institute procedures, students have the right to contact external agencies.

State Authorization Agency:

Alabama Private School Licensure Division
https://psl.alabama.edu/External/Complaints.aspx

7. Record Retention

All grievance records, including the formal complaint, investigation notes, and final decisions, will be securely retained by the Office of the Registrar for a period of five (5) years from the date of final resolution.

Formal Student Grievance Form

Instructions: Please complete this form to initiate a Level 2 Formal Grievance. This form must be submitted to the Dean of Student Affairs within 10 business days of the failed informal resolution attempt.

Note: Do not use this form for Title IX (Sexual Harassment/Misconduct) complaints. Please contact the Title IX Coordinator directly for those matters.
Confidentiality: Information provided here will be shared only with those necessary to investigate and resolve the grievance.

Full Name:

Student ID Number:

Program/Major:

Phone Number:

Official Student Email:

Current Course (if applicable to grievance):

Please check the box that best describes your concern:

Academic: (Grade dispute, faculty conduct, curriculum issues)

Administrative: (Financial aid, registrar, billing, technology)

Discrimination: (Based on race, religion, age, disability, etc.)

Other

Date(s) of Incident:

Name of Person(s) involved (Respondent):

Description of the Grievance: Please provide a detailed factual account of the incident or issue. Be specific regarding what happened, where it happened (e.g., Zoom, Canvas, Email), and who was involved.

Did you attempt to resolve this informally with the person involved?

Yes

No (If no, please explain why informal resolution was not attempted in the box below)

Date of Informal Discussion/Contact:

Outcome of Informal Attempt: Why was the informal resolution unsatisfactory?

What specific remedy or resolution are you seeking? (e.g., grade change, apology, refund, policy exception)

Please list the documents you are attaching to this form as evidence (e.g., screenshots of emails/LMS, course syllabus, graded work, financial statements).

By signing below, I certify that the information provided in this grievance is true and accurate to the best of my knowledge. I understand that filing a grievance under false pretenses may result in disciplinary action under the Student Code of Conduct.

Current Students

Faculty / Staff

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Student Grievance and Complaint Policy

1. Purpose and Scope

Formal Student Grievance Form