Bakersfield College

Student Complaint

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General Student Complaint Notes

The Student Complaint Procedures are established so that students can resolve difficulties/problems they encounter in College-related activities. The Student Complaint policy is designed to consider an alleged wrong against a student. Efforts will be made to resolve a complaint in a timely and fair manner. Students who contend they have been treated unfairly have the right, without fear of reprisal, to use a written procedure in their attempt to right an alleged wrong.

Student complaints are taken seriously; therefore, the complaint must be of a compelling, substantive, and verifiable nature. Repeated filings of the same complaint, filings of a frivolous nature, or capricious complaints against school personnel will be considered abuse of the student conduct and/or complaint process.

Such repeated filings will be referred to the College President for a decision.

Student Complaint Intake Form 

This student complaint policy is designed to consider an alleged wrong against a student. Efforts will be made to resolve a complaint in a timely and fair manner. Students who contend they have been treated unfairly have the right, without fear of reprisal, to use a written procedure in their attempt to right an alleged wrong. See KCCD Board Procedures 4F10(a and b) for the Student Complaint and Hearing Panel procedures. If a student feels that there was some unjust from a faculty or staff member, the student can complete this Student Complaint Form. For specific guidelines regarding the complaint process, see Policy 4F10 of the KCCD Board Policy Manual. As laid out in the KCCD policy, BEFORE submitting the completed form to the Office of Student Life, the student must first talk to the head of the department and/or respective Dean. Once the student has spoken to either individual and has not received a desired resolution, the Director of Student Life will assist the student in the process with this completed form. This form is only an intake form to start a conversation with parties involved. submitting this form does not start the KCCD Student Complaint Level I compliant process.


Staff Responsible for Student Complaints

Student Complaint Procedures apply to student complaints such as those listed below:

Area of Complaint Responsible Staff
Course content Director of Student Life
Access to classes Director of Student Life
Verbal or physical abuse by faculty, staff or students Director of Student Life
Faculty member refusal to confer with student(s) Director of Student Life
Grades (mistake, fraud, bad faith, or incompetence) Appropriate Vice President
Harassment Director of Student Life
Sexual Misconduct or Harassment Human Resources Director

Assignment of Grades

Title 5, Section 55760

  1. The instructor of each course determines the grade to be awarded each student.
  2. The determination of the student’s grade by the instructor shall be final in the absence of mistake, fraud, bad faith, or incompetence.
  3. A judgment to change or expunge a grade for reasons of fraud, bad faith, or incompetence shall be made by the appropriate Vice President after consultation with the student, the instructor, and the Division/Department Chair.
  4. All parties noted above will be notified in writing of any changes.
  5. Reasons for any grade change will be documented

General Complaint Procedure

  • Filing of complaints against any party is a serious undertaking.
  • Prior to filing a written complaint, and within ten (10) instructional days of the incident leading to the complaint, the student(s) should contact the staff member involved in an attempt to orally resolve the issue.
  • fort meets with no success, the student is encouraged to meet with the respondent’s immediate supervisor, i.e. Department Chair, Program Director.
  • If these attempts are not feasible, or do not resolve the problem, the student(s) may initiate Level I action by contacting the appropriate administrator, i.e. Dean.
  • Complaints may not be filed after ninety (90) instructional days from the date of the incident leading to the complaint.
  • If a complaint is filed within the last thirty (30) instructional days of the semester or the last ten (10) instructional days of summer school, the appropriate administrator may delay any further action on the complaint until the next academic term.
  • At the written request of the student, action on a complaint may be delayed until the term of the class is completed. In this event, the appropriate administrator may delay any further action on the complaint until the next semester.
  • In the event of a group complaint, at most two (2) students shall be chosen to carry the complaint forward.
  • Notices sent to the last address in the College records and deposited in the United States mail, postage prepaid, shall be presumed to have been received and read. It is the student’s responsibility to ensure that contact information is current at all times.
  • All student complaint-related forms are available in the supervisor’s office, Dean of Students’ office (CC4) and on the Bakersfield College website.
  • All formal level proceedings are recorded using audio and/or video recorders by the appropriate administrator. To protect the integrity and confidentiality of the proceedings, no other recording or transcription is allowed.
  • Recordings are confidential and the exclusive property of the College/District. Recordings become a part of the complaint file and are maintained by the designated administrator.

Level I Complaint Procedure

The student(s) should contact the office of the staff member’s immediate administrator, i.e. Dean.

  1. At the time of contact, the student completes and submits a Level I “Initial Student Complaint Form.”
  2. Within ten (10) instructional days of notice of the occurrence to the alleged incident, the student receives an appointment to meet with the appropriate administrator, i.e. Dean at this time.
  3. In an effort to resolve the complaint, subsequent to the student meeting with the administrator, the administrator/designee meets and confers with the staff member(s) involved. If possible, this meeting shall be within five (5) instructional days of the student meeting with the immediate supervisor/designee.
  4. The student and the administrator meet and attempt to resolve the issue in a satisfactory manner.
    1. The conference(s) may be recorded with the concurrence of both parties.
    2. If the complainant fails to appear for the scheduled appointment, the complaint process is terminated.
    3. The complainant will have no further recourse.
  5. After meeting with student and staff member(s), the administrator notifies the parties involved of the suggested resolution.
  6. If this resolution is acceptable to the complainant, the administrator completes the Level I “Information/Disposition Form” and submits copies of it to the complainant and the staff member. The original is maintained in a suitable file.
  7. If the administrator does not resolve the complaint to the complainant’s satisfaction, the complainant may, within ten (10) instructional days of the decision, file with the appropriate administrator a request to move the complaint to Level II.

Level II Complaint Procedure

  1. Under certain circumstances, and in the interest of fairness to all parties, the administrator, i.e. Dean, may refer the Level I complaint to Level II immediately.
  2. The immediate administrator notifies the student, staff member(s) and appropriate administrator when the referral has been advanced to Level II.
  3. If the complainant(s) choose(s) to move the complaint to Level II, the student(s) must complete and submit to the appropriate administrator a “Request to Appeal Level I Recommendation Form.”
    1. Within ten (10) instructional days of receiving the request the appropriate administrator investigates the allegations and convenes a conference of the student(s), the staff member(s), and the staff member(s)’ immediate supervisor/designee.
    2. At this meeting, an attempt is made to resolve the issue(s) and agree upon the remedy.
    3. The student(s) bringing the complaint and the staff member(s) being complained against must be present at this conference.
    4. Under compelling circumstances, this meeting may involve teleconferencing.
  4. If the complainant fails to appear for this conference, except for demonstrated good cause, the complaint process is terminated, and the complainant has no further recourse.
  5. Following the Level II conference, the appropriate administrator, within five (5) instructional days, provides a written decision and the basis for the decision. Copies of this decision are sent to the student(s), the staff member(s), the immediate supervisor/designee, and the appropriate Vice President.
  6. The student(s) bringing the complaint and/or staff member(s) being complained against may challenge the Level II decision by proceeding to Level III.

Level III Complaint Procedure

  1. If the student and/or the staff member(s) challenge(s) the Level II decision, the student/staff member must file with the appropriate Vice President a written Level III Appeal using the Level III “Request to Appeal Level II Recommendation Form” - within ten (10) instructional days of notification of the Level II decision.
    1. The appropriate Vice President/designee receives copies of all written materials, recordings, and any other documents generated regarding the complaint at Levels I and II.
    2. Within ten (10) instructional days of receiving the referral, the appropriate Vice President assembles the complainant(s), the staff member(s), the appropriate administrator from Level II, and the immediate supervisor/designee.
  2. If the appropriate Vice President is able to resolve the complaint(s),
    1. A resolution is established in written form and is validated by the signatures of all parties involved.
    2. This agreement becomes part of the file, and copies of the agreement are made available to the complainant(s), staff member(s), appropriate administrator, and immediate supervisor/designee.
  3. If the appropriate Vice President is unable to resolve the difference(s)/complaint(s),
    1. The Vice President assembles the Hearing Panel within ten (10) instructional days of that determination.
    2. The Vice President provides the Hearing Panel with the procedure to be used and answers any procedural questions.
Kern Community College District