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Processing Student Complaints

Student Complaint Policy

  1. A formal student complaint is defined by Pratt Community College (PCC) as:
    “An issue, complaint, or problem relating to instruction (see paragraph 3–4), college services, facilities, or other operational aspects of the college, presented in writing and signed by the student(s).”

    This complaint procedure is intended for issues other than academic or disciplinary appeals (see “Student Due Process Procedures” in the Student Handbook and College Catalog for more information). The complaint must be written and signed by the student to allow for proper follow-up and resolution. A student complaint form is available on the college website homepage in the Quick Links box. A written complaint may also be filed in the following offices, depending on the area of concern:

    • Vice President of Students/Enrollment Management (college services)

    • Vice President of Finance & Operations (facilities)

    • Vice President of Instruction (academic)

    • Director of Athletics (athletics)

    • Chief Information Officer (information technology)

  2. Copies of all written complaints, as defined above, and their final resolutions will be forwarded annually to the Vice President of Students/Enrollment Management for institutional tracking and will be filed for three years, in accordance with federal guidelines. The offices of the Vice Presidents (Instruction, Students/Enrollment Management, Finance & Operations), Director of Athletics, and CIO are responsible for resolving student complaints in their respective areas within 10 business days of receipt. If additional time is required due to the nature of the complaint, the student will be notified. A copy of the final resolution will be filed with the Vice President of Students/Enrollment Management for institutional records.

  3. Written academic complaints submitted by students will be collected and tracked by the Vice President of Instruction. Resolution of the complaint is the responsibility of the respective area.

  4. A record of the academic complaint and its resolution will be filed in the office of the Vice President of Instruction for three years, in accordance with federal guidelines.

  5. If a student is unable to resolve the complaint through the process above, they may submit a written complaint to the President within 10 business days of receiving the written response from the prior level.

  6. If the student is still not satisfied with the outcome, they may submit a written complaint to the Board of Trustees, c/o Clerk of the Board:
    Pratt Community College
    348 NE SR 61
    Pratt, Kansas 67124

    The written complaint should include the following:

    • Name, current mailing address, and phone number

    • Email address

    • Dates of enrollment

    • Details of the complaint

    • Desired outcome

    The Board will reply within 10 business days to confirm receipt of the complaint and whether additional information is needed. They will communicate a tentative plan for investigation and update the student if the timeline changes. A written response will usually be sent within 45 days explaining the investigation and resolution. A record of the complaint and its resolution will be maintained in the Office of the President for three years, per federal guidelines.

Additional Avenues for Complaints

In addition to the college’s internal process, students may submit complaints to external entities:

  • Consumer protection/fraud complaints may be filed with the Kansas Attorney General’s Office.

  • Discrimination complaints may be filed with the Kansas Human Rights Commission.

  • Complaints regarding State Authorization Reciprocity Agreement (SARA) courses delivered by SARA-member community colleges may be filed with the Kansas Board of Regents.

  • Pratt Community College is accredited by the Higher Learning Commission (HLC). Complaints regarding accreditation criteria can be submitted through the HLC at:
    https://www.hlcommission.org/Student-Resources/complaints.html

Unresolved student concerns regarding SARA-authorized programs should be submitted to the state portal agency:
http://kansasregents.org/resources/PDF/Academic_Affairs/3257-ComplaintForm_SARAinstitutions.pdf

Policy Details

  • Policy Type: Administrative Policy

  • Policy Number: 600-05

  • Sort Policy Number: 60005

  • Adoption Date: March 12, 1998

  • Revision Dates: July 1, 2023; February 19, 2019; July 18, 2017; May 16, 2017; January 25, 2016; February 19, 2013; November 2, 2010

  • Last Review Date: July 1, 2023

  • Next Review Date: As scheduled