Student Complaints and Grievances

Student Complaint Process

Listed below are resources available to persons who wish to file a complaint at CCSF. If you have a complaint, please contact the department for the applicable resource and follow the complaint processes of that area.

Most complaints and grievances fall into the following areas: academic, classified staff, financial aid, admissions & records, facilities and equipment, disability/unlawful discrimination/harassment, and student services. Please note the type of complaint and the follow the steps outlined. If you need assistance with understanding the Student Complaint Process, contact the Ombudsman Officer at (415) 239-3211 during available hours.

 

Complaints against a Classified Staff Member 

  1. f you have a complaint against a Classified Staff member, meet or speak with the staff member’s immediate site supervisor.
  2. If a direct meeting does not resolve the complaint, or if either party is unable or unwilling to meet, the complaint should be raised with the Program Dean.
  3. If the Program Dean fails to respond to the complaint, you may contact the Ombudsman Office for a referral.

Campus Police Officer Complaint

The campus Public Safety Department can assist you with concerns regarding your campus safety, parking permitsand citations and/ or reports of loss or theft.

 

  1. If you have a complaint against an Campus Police Officer, visit Cloud Hall, Room 119 (Ocean Campus), to speak with the responding officer’s supervisor.
  2. If you do not reach an agreeable resolution with the supervisor, you may file and submit a Citizen Complaint form. You may also submit an Employee Compliment form.
  3. If you have general safety questions or concerns, you may also send an email to police@ccsf.edu.

Academic Matter Complaints

Instructor/Counselor Complaint

 

  1. Meet or speak directly with the instructor to seek a resolution. Check the directory to find the name and contact information of the instructor.
  2. If the matter remains unresolved, contact the appropriate Department Chairperson. 
  3. If an agreeable resolution has not been reached, schedule a meeting with the appropriate Program, School, or Center Dean.
  4. If no mutually agreeable resoultion is reached with the Department Chair and appropriate Dean within 10 semester instructional days, you may contact the Ombudsman for a referral.

Grade Dispute

 

  1. Review the Checklist: Petition for Grade Review & File.
  2. Meet directly with the instructor to seek a resolution regarding your grade dispute.
  3. If the dispute remains unresolved, contact and meet with the appropriate department chairperson. Before scheduling a meeting with the department chairperson, explain, in writing, your dispute and send your written explanation to the department chairperson.
  4. If the dispute remains unresolved, contact and meet with the appropriate department chairperson.  
  5. If the dispute remains unresolved, contact and meet with the appropriate school or center dean. Important Notice: The informal process must be completed within ten (10) working days after receipt of a midterm grade, and for final grades, within forty-five (45) calendar days from the start of instruction in the immediately following Fall or Spring semester.
  6. If not mutually agreeable resoulution is reached with the Department Chair and appropriate Dean, you may contact the Ombudsman for a referral.

 

Title 5/Title IX Matter

Disability/Discrimination/Harassment Complaint

Disability

 

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 accommodation complaint:

  1. If you have an embossed DSPS-approved accommodation form, present it to your instructor on the first day of instruction.  
  2. If your instructor has not provided you with your accommodations, meet with him or her (in private) and remind him or her of your accommodations. Bring the embossed DSPS-approved accommodation form with you to your meeting with your instructor.
  3. If your instructor still has not provided you with your accommodations, schedule an appointment with your DSPS counselor and explain to him/her your complaint.
  4. If, after you have met with your DSPS counselor, schedule a meeting with the DSPS Department Chair. If your instructor still has not provided you with your accommodations after meeting with the Department Chair, you may file a written complaint with the Title 5 Compliance Officer. Complete the Title 5/Unlawful Discrimination Formal Complaint form and submit the form to Bungalow 619 (Ocean Campus).
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). 

Discrimination

 

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:

 

 

  1. Visit Titlie IX Compliance website.
  2. Complete the Tilte IX/Unlawful Discrimination Formal Complaint form.
  3. Submit the form to Bungalow 619 (Ocean Campus).

 

Your written complaint will be reviewed and you may be contacted to submit additional information or to be interviewed. 

Sexual Assault/Harassment

 

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:

 

  1. Visit Title IX Compliance website for more information and resources about about sexual assault and harrassment reporting.
  2. Complete the Unlawful Disrimination Formal Complaint form.
  3. Submit the form to Bungalow 619 (Ocean Campus).

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 Judicial Affairs.

 

If you are a victim of sexual assault or harassment, you are encouraged to use any of the following resources:

 

  • Project Survive: Call (415) 239-3899 or visit Cloud Hall 402A
  • Student Health Services: Call (415) 239-3211 or visit at Student Health Center Room 100
  • Campus Police: Call at (415) 239.3200 or visit Campus Police in Cloud Hall, Room 119, to file a report
  • Local Police (9-1-1)

Identity Theft

If you suspect that you are a victim of identity theft, follow the steps below:

 

  1. Download and complete an Identity Theft Financial Aid Fraud Form.
  2. Submit the following documents to Campus Police:
  • Identity Theft Complaint Form
  • Personal Typed Statement
  • Police Report
  • Photocopy of Your Government-issued Photo ID
  • Any supporting documentation

The Identity Theft Financial Aid Form can take up to 8 weeks to be reviewed, processed and completed after a CCSF Police investigation has concluded.

Facilities and Equipment Complaints

Maintenance and Cleanliness

 

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 facilities@ccsf.edu.

 

For updates regarding the status of any repairs, go Repair Updates

 

IT

 

If you need assistance with WEB4, CCSF App, Internet Access, Computer Equipment, contact the Information Technology (IT) Services at (415) 239-3711 or at  helpdesk@ccsf.edu. 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:

 

  1. Visit Risk Services for more information.
  2. Downloand and complete a Confidential Student Incident Report Form along with itizemed medical medicals and other supporting documentation.
  3. Submit the form to Risk Services (Aaron Holmberg) via email (aholmber@mail.ccsf.edu) or by fax (415-241-2344). Call (415) 487-2482 if you have questions.

 

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 Services Complaints

Admissions & Records

 

For assistance with competing and submitting any of these petitions, please visit Admissions & Records, Conlan Hall, E107 (Ocean Campus). You may also contact Admissions & Records by calling (415) 239-3285 or sending an email to admit@ccsf.edu. You  may  also find any of these  petition forms.

 

  1. If you have questions or concerns about Admissions & Records, please visit the office Conlana E107 or call (415) 239-3285. Speak with a staff member.
  2. If you need further assistance, request to speak or meet with a supervisor. In special circumstances, depending on the nature of your complaint, you may be referred to the Dean of Admissions & Records.

 

Note: Neither Judicial Affairs/Ombudsman 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.

Counseling

 

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 studenthealth@ccsf.edu 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.

 

  1. If you have questions or concerns about Counseling, please visit the multiple counseling locations available to speak with a staff member.
  2. If you need further assistance, request to speak or meet with a Department Chair. In special circumstances, depending on the nature of your complaint, you may be referred to the Dean of Counseling and Matriculation.

DSPS

 

  1. If you have a complaint regarding your accommodations provided by DSPS, schedule an appointment with a DSPS counselor.
  2. If the counselor is unable or willing to assist you in resolving your complaint, speak or meet with the DSPS Department Chair.
  3. If the DSPS Department Chair was unable or willing to resolve your complaint, you may file a Title 5 Complaint form. Your written complaint will be reviewed and you may be contacted to submit additional information or to be interviewed.

Financial Aid

 

  1. If you have questions or concerns about your Financial Aid, visit the Office of Financial Aid in Cloud 324 or call (415) 239-3577. Speak with a staff member.
  2. If you need further assistance, request to speak or meet with a supervisor. In special circumstances, depending on the nature of your complaint, you may be referred to the Dean of Financial Aid & Student Success Programs.

 

Registration/Tuition and 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:

 

  1. Visit the Registration Center (Smith Hall, Room 118, Ocean Campus).
  2. Complete a Request for Attendance Verification of Instructor’s Attendance form.
  3. If you need further assistance, request to speak or meet with a supervisor. In special circumstances, depending on the nature of your complaint, you may be referred to the Dean of Admissions & Records.

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 register@ccsf.edu 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).

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:

 

 

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.

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