Complaints & Grievances
Overview and Purpose Statement: Student Complaint Process
City College of San Francisco (CCSF) is committed to providing students a full range of support and assistance. The Office of Student Affairs & Wellness that your experience at CCSF is a positive one and that you are satisfied with the assistance you receive within the college.
The following Student Complaint Process is designed to assist you if you do run into difficulties while you are a student at CCSF. Most complaints and grievances fall into the following areas: academic, classified, financial aid, facilities and equipment, disability/unlawful discrimination/harassment, student services, student advocacy. Please note the type of complaint and follow the steps outlined.
If you need assistance with understanding or following the Student Complaint Process, please visit the Office of Student Affairs & Wellness, Conlan Hall, Room E106 (Ocean Campus) or call (415) 239-3211.
Notes about the Student Complaint Process
While formal complaints are sometimes necessary, most complaints are resolved informally. To ensure that your complaints are resolved efficiently and appropriately, you are encouraged to address your complaints directly with the District employee(s) involved or with the department chair or direct supervisor(s).
The Office of Student Affairs & Wellness DOES:
- Listen impartially and provide unbiased feedback
- Direct students to the appropriate channels to address their complaints
- Refer students to appropriate services and resources
- Foster resolutions to address and resolve complaints
- Mediate between disputing parties (when appropriate)
- Empower students to address and resolve their complaints informally and respectfully
The Office of Student Affairs & Wellness DOES NOT:
- Advocate for individuals or take sides
- Provide legal counsel
- Share information without permission
- Maintain confidentiality when there is an imminent risk of harm or danger
- Conduct any formal investigating/reporting
- Change policies or make decisions regarding outcomes
- Complete forms for students
If you need assistance with understanding or maneuvering through any step within the Student Complaint Process, please contact or visit our office.
Please note that the Office of Student Affaris & Wellness does
NOT receive complaints via email; unless otherwise noted,
they must be delivered in person to the appropriate office(s).
Student Complaint Process
|Academic Matter||Procedure at a Glance (Check the list of Departments & Schools/Programs.)|
|Instructor/Counselor Complaint|| |
|Grade Dispute|| |
|Classified Matter||Procedure at a Glance|
|Campus Police Officer Complaint or Compliment||The
Safety Department can assist you with concerns regarding
your campus safety, parking permitsand citations and/ or
reports of loss or theft. |
|Campus Safety|| |
If you are an alleged victim of a criminal act (e.g., theft, sexual assault, harassment, physical assault) and you would to file a report, please contact Campus Police at (415) 239-3200 or visit Cloud Hall, Room 119 (Ocean Campus).
|Classified Staff Complaint|| |
|Title 5/Title IX Matter||Procedure at a Glance|
If you are student and need (an)
accommodation(s), visit Disabled Student Programs
& Services (DSPS). You will need to schedule an
appointment with a DSPS counselor, who will determine whether
your case warrants any accommodations. To schedule an
appointment, contact DSPS at (415) 452-5481 (Voice) or at
(415) 452-5451 (Telecommunication Device for the Deaf) or use
California Relay Service or visit the DSPS Office in Rosenberg
Library (3rd Floor, Ocean Campus).
To learn how to make effective use of DSPS and its services and programs, read the DSPS Student Handout (main page of DSPS website).
Follow the steps below to resolve your DSPS
Note to District Employees: To learn how to avoid DSPS-related complaints, read the DSPS Faculty Handout (pp. 10, 11) (main page of the DSPS website).
If you believe that you are a victim of discrimination based on a protected category (i.e., race, gender, sexual orientation, disability, religion, nationality), you may file a discrimination complaint with the EEO/Title IX Compliance Officer:
Your written complaint will be reviewed and you may be contacted to submit additional information or to be interviewed.
|Sexual Assault/ Harrassment|| |
If you are a victim of on- or off-campus sexual assault or harassment committed by another CCSF student, call Campus Police at (415) 239-3200 or visit Campus Police in Cloud Hall, Room 119, to file a report.
You may also file a report with the Title IX Compliance Officer:
Your written complaint will be reviewed and you may be contacted to submit additional information or to be interviewed. Appropriate action/response may be taken by the Dean of Student Affairs & Wellness.
If you need assistance, contact the Office of Student Affairs & Wellness and schedule an appointment with the Dean of Students.
If you are a victim of sexual assault or harassment, you are encouraged to use any of the following resources:
|Financial Aid Matter||Procedure at a Glance|
|Financial Aid Appeal|| |
For general information, contact the Financial Aid Department (Cloud Hall 324, Ocean Campus) at email@example.com or at (415) 239-3577.
Registration Priority and BOGW Appeal
If you are appealing a loss of Financial Aid/BOGW decison, please go to the Financial Aid Office.
|Identity Theft|| |
If you suspect that you are a victim of identity theft, follow the steps below:
The Identity Theft Complaint Form can take up to 8 weeks to be reviewed, processed and completed after a CCSF Police investigation has concluded.
|Building Matter||Procedure at a Glance|
|Mainteance and Cleanilness|| |
If you want to report a hazardous area or to request a maintenance or cleaning work order, visit the website of Buildings & Grounds and submit a School Dude report/request. You may also contact Buildings & Grounds at (415) 239-3546 or at firstname.lastname@example.org.
For updates regarding the status of any repairs, go Repair Updates.
If you need assistance with WEB4, CCSF App, Internet Access, Computer Equipment, contact the Information Technology (IT) Services at (415) 239-3711 or at email@example.com. You may also visit the Office of IT in Batmale Hall, Room 130 (Ocean Campus).
|Risk Services|| |
If you have been injured on campus and would like to report your injury and file a claim,
Special Note to District Employees: If you are witnessing a medical emergency, call 9-1-1. Then, call Campus Police at (415) 239-3200 and call Student Health Services at (415) 239-3210.
Note: For Workers' Compensation Claims (District Employees and Student Workers), please visit Risk Services. If you are a District Employee who has witnessed a student accident or injury or assisted a student with managing his/her injury, report the accident or injury to Risk Services (Aaron Holmberg) immediately.
|Student Service Matter||Procedure at a Glance (Click here for a listing of Student Services forms)|
|Admissions & Records|| |
For assistance with competing and submitting any of these petitions, please visit Admissions & Records, Conlan Hall, E106 (Ocean Campus). You may also contact Admissions & Records by calling (415) 239-3285 or sending an email to firstname.lastname@example.org. You may also find any of these petition forms.
Note: The Dean of Students does not authorize or process petitions for Change of Grade, Course Repeats, Late Adding, Late Withdrawal. Signature of the instructor and department chair are generally required on these petitions.
If you have questions about your academic progress or your educational program plan, please contact the Counseling Department to arrange to speak with an academic counselor.
If you would like to discuss personal difficulties affecting your progress in class, please contact Student Health Services at (415) 239-3110 or at email@example.com to schedule an appointment with a mental health counselor. You may also visit Student Health Center (Room 100, Ocean Campus) or visit Project Survive (Cloud Hall, Room 402A, Ocean Campus) for more resources and assistance.
|Financial Aid|| |
|Registeration/Tution & Fees|| |
If you were registered for a class from which you were supposed to be dropped AND you were erroneously assessed fees, you will need to follow the steps below:
The Registration Center will forward the form to the appropriate instructor(s), who will complete the form. However, you are encouraged to contact the instructor(s) about your situation and to them know that they should be receiving Request for Attendance Verification of Instructor’s Attendance form.
Contact the Registration Center at firstname.lastname@example.org or at (415) 239-3732 to inquire about the status of your completed form.
Note: Time-conflict and course registeration forms are processed by the Registeration Center (Smith Hall, Room 118, Ocean Campus).
|Student Matter||Procedure at a Glance|
Student Advocacy and/or Complaint
If you have a need for personal advocacy, please visit the Office of Student Affairs & Wellness (Conlan Hall, Room E106, Ocean Campus) or call (415) 239-3211. You may submit an Student Advocacy Request online.
If you have a question
or concern about the student complaint process or if you need
assistance with your complaint, please complete a Student
Complaint Inquiry form.
|Student Complaint (General)|| |
If you have a general school or student concern or issue and would like support in addressing this concern/issue, contact the Office of Student Activities at (415) 239-3212. You may also visit the Student Activities Office in Student Union, Room 205 (Ocean Campus), or you may send an email inquiry to email@example.com.
You may be encouraged to address your student concern/issue with the appropriate CCSF Associated Council (AS)/Student Government.
To learn more about AS and its respestive councils, resources and services, please visit the Student Activities Office.
Complaint Process Notice (per Section 600.9 State Authorization (a)(1), Section 668.43(b))
Most complaints, grievances or disciplinary matters should be resolved at the campus level. The campus level is the quickest and most successful way of resolving issues involving a California Community College (CCC). You are obligated to work through the campus complaint process first before escalating issues to any of the following resources. Issues that are not resolved at the campus level may be presented:
- To the Accrediting Commission for Community and Junior Colleges (ACCJC) at http://www.accjc.org/complaint-process if your complaint is associated with the institution’s compliance with academic program quality and accrediting standards. ACCJC is the agency that accredits the academic programs of the California Community Colleges.
- To the CCC Chancellor’s Office by completing the Web form at http://californiacommunitycolleges.cccco.edu/ComplaintsForm.aspx if your complaint does not concern CCC’s compliance with academic program quality and accrediting standards.
- If your complaint involves unlawful discrimination, to the Chancellor’s Office Web site at http://californiacommunitycolleges.cccco.edu/complaintsForm.aspx.
Nothing in this disclosure should be construed to limit any right that you may have to take civil or criminal legal action to resolve your complaints.
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Jeanne Clery Act
The “Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act” requires that each institution of higher education in the United States which participates in federal student aid programs must produce and distribute an annual report containing crime statistics and statements of security policy. City College of San Francisco places a high priority on campus safety.
A copy of the Annual Security Report (ASR) for the San Francisco Community College District (SFCCD) may be obtained online by clicking the link below: http://www.ccsf.edu/en/about-city-college/administration/police_services/crime_stats.html
Family Educational Rights and Privacy Act
The Family Educational Rights and Privacy Act (FERPA) affords eligible students certain rights with respect to their education records. (An “eligible student” under FERPA is a student who is 18 years of age or older or who attends a postsecondary institution at any age.) For more information about FERPA and students' rights concerning FERPA, please visit Admissions & Records Annual Notification to City College of San Francisco Students: FERPA and Privacy Rights of Students or visit the website of the U.S. Department of Education.
You may be asked or required to complete Student Affairs & Wellness: Family Educational Rights and Privacy Act (FERPA) form in order for us to speak with individuals who are assisting or advocating for you.