Student Complaint Process Overview

Our goal is to provide students with quality instruction and services at City College of San Francisco (“CCSF”). CCSF and its employees make every effort to serve students courteously and efficiently, including acting in accordance with college policies and state and federal laws. Individuals dissatisfied with a campus policy or the conduct of a college employee can bring a complaint to the attention of the appropriate faculty, staff, or administrator at any time. If the complaint is not resolved, students can use the complaint process. Information regarding grades and other academic issues, CCSF faculty or employee complaints, or complaints about a CCSF office or department can be found on this page.

Title IX, Discrimination, & Harassment Complaints: Allegations regarding Title IX (Sexual Misconduct, Gender-Based Discrimination, and Gender-Based Harassment) or unlawful discrimination/harassment related to a protected basis (e.g., race, sex, disability) should be reported to the Office of Civil Rights Compliance (OCRC). For more information about filing a report, available resources, and staff contact information, visit the OCRC Webpage. To report hazing, call the CCSF District Police (415-239-3200) or fill out the hazing report form. 

General Principles 

  • Complaints must be submitted using the online form. A description of any prior attempts at resolution, include relevant dates/parties, and provide evidence when available.
  • Upon submission of the online form, every effort will be made to resolve the matter informally with the involved CCSF employee(s) before proceeding with further review.
  • Timelines are measured in business days except where collective bargaining agreements specify instructional days or similar.
  • Retaliation is prohibited, and the student submitting the complaint has a right to arrange for their own advisor or advocate to provide support, consistent with due process.
  • Complaint processes support applicable Board Policies and Administrative Procedures (BP/AP 6.25 Grade Changes).

A more detailed outline of the process requirements and complaint forms can be found below. 

Step 1: Submit the Online Complaint Form

The complaint must be filed within 30 calendar days of the incident and must include:

  • A clear description of the issue
  • Names involved and dates
  • Supporting documentation, if applicable and/or available

The Student Affairs Office will review online form submissions for completeness and appropriate categorization. If the form is incomplete, the Student Affairs Office will seek additional clarification.

Online Complaint Form

Step 2: Informal Resolution

  • The Student Affairs Office will refer the complaint to the individual's direct supervisor (e.g. Department Chair, Manager or Dean).
  • The supervisor will review and attempt to resolve the issue promptly.
  • If a resolution is reached, the matter is considered concluded. If not, the complaint will proceed to Step 3.

Timeline: You will be contacted within 10 business days of submitting the form. We will make every effort to complete the informal resolution process within 20 business days of the form submission date. However, please note that timelines may vary depending on the nature of the complaint. 

Step 3: Administrative Review and Final College Response

  • The complaint will be submitted to the appropriate administrator.
  • The administrator will:
    • Review the evidence and statements
    • Consult involved parties/witnesses as appropriate
    • Apply relevant policies
    • Issue a written decision to the student (and, if appropriate, additional involved parties)

The administrator's written decision is the College's final internal response.

Timeline: You will be contacted within 10 business days of escalation from step 2. We will make every effort to complete the informal resolution process within 20 business days of the initiation of the administrative review. However, please note that timelines may vary depending on the nature of the complaint.

Note: a formal grade review process may take up to 45 calendar days to be completed. 
 

Appeal Process

Timeline: appeals must be filed within 10 business days of receiving the college's decision.

Once the college issues a final response, the student may file an appeal to the Chancellor. There are a limited number of reasons that the Chancellor may consider an appeal. These reasons include, but are not limited to:

  • Procedural error or irregularity
  • New evidence
  • Bias or conflict of interest
  • Abuse of discretion / arbitrary action
  • Violation of state or federal law

Action: the Chancellor will review appeals and issue a final District decision within 30 calendar days.

External Appeal Process Notice (34 CFR §600.9) 

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 escalated to the following agencies depending on the nature of the complaint: 

  • General complaints: for issues involving "minimum conditions" or general administrative failures that were not resolved locally, a complaint can be filed with the California Community College Chancellor's Office using the CCCCO Complaint Process Form. 
  • Academic Quality/Accreditation: should the complaint concern the college's compliance with academic standards, it should be directed to the Accrediting Commission for Community and Junior Colleges (ACCJC). Complaints may also be filed with programmatic accreditors, where applicable.

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.

(Statue Authorization (a) (1), Section 668.43(b))

Due Process and Additional Protections

To ensure fairness and procedural due process:

  • Students will be notified in writing of decisions and any appeal rights.
  • Where applicable, students have the right to representation and to present evidence in a structured review. 
  • Complaints involving discrimination, harassment, or Title 5/IX concerns are processed under separate protocols with distinct due process safeguards.

Recordkeeping and Confidentiality

  • Records of complaints and responses are maintained by the Student Affairs Office.
  • Student records are protected in accordance with FERPA and applicable privacy laws.
  • Record retention will comply with BP/AP 8.16 (Record Retention and Destruction)