Student Complaints

Policy and Procedure for Handling Grievances

Student Complaint and Grievance Policy

CCBS provides a process for students to voice complaints and file formal grievances when they are dissatisfied with a college service or policy or an action by a college employee. The process aims to be constructive and positive in resolving differences. The Student Complaints and Grievance Policy cover academic and non-academic matters except in areas where formal policies and procedures take precedence (as stated in the student handbook and academic catalogs).

General Principles

  • Whenever possible and in a timely fashion, students should voice complaints informally with the faculty, staff, or other students involved.
  • The appropriate division will handle student complaints and formal grievances as quickly and as fairly as possible.
  • Anonymous complaints and grievances will not be addressed formally.
  • There will be no adverse effect on or retaliation against a student voicing a complaint or raising a formal grievance in good faith or against any person who in good faith provides information regarding a complaint or formal grievance.
  • Written grievances will receive written responses within 30 days and will be kept on file in the appropriate office.

 

Grievance Distinctions

Academic Matters:

If a student has a grievance about a course or faculty member it should be addressed in accordance with the grievance policy. The academic grievance policy is published with the division’s academic catalog. If a student has a grievance about an academic policy or its enforcement, this should be addressed with the academic dean.

Academic Matters are items that pertain to a student’s interaction with faculty, academic support staff (including Library and Registrar’s Office), the interpretation of program or course requirements; the interpretation of grades, assessments, or competencies associated with a program or course; any act of plagiarism, cheating, deception, or fraud related to one’s educational program; admission criteria or graduation requirements, and/or other matters deemed related to one’s educational spiritual formation components associated with specific academic programs, or field education/ministry skill development.

 

Non-Academic Matters:

If a student has a grievance about a non-academic matter it should be addressed with the dean.

Non-Academic Matters pertain to a student’s campus life experience including interaction with Student Life staff and volunteers, and institutional staff (i.e. physical plant, business office, marketing, development, security, etc.); the student’s compliance with defined campus standards as outlined in the catalog or student handbook; the development of community life; errors in financial billing related to a student’s account; the spiritual formation components associated with campus life; and extracurricular activities (i.e. chapel, and/or student sponsored activities/events).

 

Non-Academic Grievance Procedure:

Step 1:

Following the Matthew 18 principle, if a student has a concern about a non-academic matter (e.g. an issue with lighting, grounds, or security) if appropriate, the student should discuss the matter with the individual or office involved. If a student believes

Step 1 is untenable or inappropriate given the situation, he or she may proceed to Step 2. This grievance procedure should not be followed in the case of a disciplinary appeal. Please refer to the appeal process stated in the Student Handbook. After a discussion with the individual or office involved, if the student feels that one of the following reasons applies, Step 2 of this process may be taken:

  • The decision rendered was not supported by sufficient evidence;
  • The consequence is more severe than called for by the situation;
  • A stated College policy has been misapplied.

 

Step 2:

Once a student has addressed the individual or office involved, the student may direct a letter of appeal to the next appropriate individual office.

  • Please see the dean for the appropriate contact person regarding your appeal.

 

Step 3:

Student grievances or complaints about the College procedures may be referred to the Student Senate for their consideration. The Student Senate represents all CCBS students and can make a recommendation to the CCBS office involved. If this response still does not resolve the issue, or if the Student Senate is not the appropriate venue for the grievance, the appeal may continue through the following process in order:

  1. Dean
  2. President

 

Step 4:

If deemed necessary, the student can register a complaint to CCBS’s Board of Directors, and then with one of the entities listed below.

Association for Biblical Higher Education
5850 T. G. Lee Blvd. Suite 130
Orlando, FL. 32822
(407) 207-0808

www.abhe.org

SARA North Carolina
NCSEAA
PO Box 14103
Research Triangle Park, NC  27709
(855) 727-2162

www.saranc.org

North Carolina Post-Secondary Education Complaints (NCPSEC)
c/o Student Complaints
910 Raleigh Rd
Chapel Hill, NC  27515-2688
(919) 962-4550

If you have a complaint about distance education programs at CCBS and the issue could not be resolved internally, contact the appropriate authority in your state of residence. To locate the contact information for your state, visit the State Higher Education Executive Officers Association website (SHEEO).