Student Complaint and Grievance Policy

1. Purpose

Columbia College is committed to providing a fair, respectful, and transparent learning environment. This Complaint and Grievance Policy outlines the formal process for students to raise concerns, ensuring timely, professional, and equitable resolution in compliance with state and accreditation standards.

2. Filing a Formal Complaint

To initiate a complaint, students must complete a formal complaint form, which requires the following information:

  • Type of complaint:
    • Academic: Concerns regarding registration, advising, course content, grading, instruction, or faculty conduct.
    • Financial Aid: Issues related to financial aid processing, awards, or disbursements.
    • Student Services: Concerns regarding student support services
    • Environmental: Issues related to the physical campus environment including health and safety concerns.
    • General: Any other concerns not covered under the specific categories above.
  • A clear description of the issue or concern
  • Any relevant supporting documentation (if applicable)

The complaint form is obtained through the designated point of contact (POC) in the following table. Completed complaint forms should be submitted to the appropriate POC based on the nature of the issue as shown for review and investigation.

Below are the designated contacts:

Point of Contact (POC) Contact: Type of Complaint
Program Coordinator or Director Room 201

  • Academic Programs: debbiel@ccdc.edu
  • ESL: katerinel@ccdc.edu
  • Online VESL: jenniferk@ccdc.edu
  • VESL: vesl@ccdc.edu
 Academic-related
Director of Financial Aid

Business Office

 financialaid@ccdc.edu

arank@ccdc.edu

 Finance-related
Director of Student Services Room 201

studentservices@ccdc.edu

 Student Services or General (Environmental, Health, Safety, Facilities, Etc)

Upon receiving a complaint, the POC will acknowledge the complaint within 3 business days and provide an estimated timeline for resolution.

3. Investigation and Resolution Process

  1. Investigation: The POC will investigate the complaint thoroughly, gathering relevant information and consulting with appropriate staff members as needed.
  2. Resolution: Once the investigation is complete, the POC will notify the student of the findings and any actions that will be taken to address the issue. If a resolution is reached, the student will be informed of the outcome and any corrective steps taken.
  3. Follow-up: The POC may follow up with the student to ensure the resolution was effective and the issue has been satisfactorily resolved.

4. Appeal Process

  1. Investigation: The POC will investigate the complaint thoroughly, gathering relevant information and consulting with appropriate staff members as needed.
  2. Resolution: Once the investigation is complete, the POC will notify the student of the findings and any actions that will be taken to address the issue. If a resolution is reached, the student will be informed of the outcome and any corrective steps taken.
  3. Follow-up: The POC may follow up with the student to ensure the resolution was effective and the issue has been satisfactorily resolved.

5. External Appeals

If the student is dissatisfied with the final outcome of the internal complaint or grievance process, they may escalate the complaint to the following:

  • Council on Occupational Education (COE): Complaints may be filed with the COE if the grievance cannot be resolved at the institutional level.The Council on Occupational Education (COE)
    7840 Roswell Road Building 300, Suite 325
    Atlanta, GA 30350
    Tel: (770) 396-3898 Fax: (770) 396-3790
    Website: www.council.org/
  • State Council of Higher Education for Virginia (SCHEV): Students may contact council staff to file a complaint about the school as a last resort.The State Council of Higher Education for Virginia (SCHEV)
    James Monroe Building 10th Floor
    101 N. 14th Street Richmond, VA 23219
    Tel: (804) 225-2600 Fax: (804) 225-2604
    Website: www.schev.edu/
  • Commission on English Language Program Accreditation (CEA): Students may contact CEA to file a complaint about the English as a Second Language if complaints cannot be resolved by the program and college.Commission on English Language Program Accreditation
    1001 North Fairfax Street, Suite 630 Alexandria, VA 22314
    Tel: (703) 665-3400
    Website: https://www.cea-accredit.org/

* Students who initiate a complaint will not be subject to unfair actions by the school. 

For any questions or assistance with filing a complaint, please contact the appropriate point of contact listed above.