Purpose
All student complaints must be addressed. The purpose of this policy is to identify and define types of student complaints and outline the procedures a student must follow to file a formal complaint. A formal written complaint may be received via email, letter or through completion and submission of the appropriate complaint form provided on the college website.
Types of Complaints
- A student complaint of discrimination or harassment
- A student complaint against a faculty member
- A student complaint against non-faculty employees
- A student complaint against another student
- All other complaints against the College
Student Complaints Related to Discrimination or Harassment
Students may report complaints of discrimination and/or harassment to the Title IX/EEO Coordinator and/or the Vice President for Student Services or designee. Refer to VSCC Policies VIII:04:00 and VIII:05:00 for information and procedures concerning complaints involving discrimination and/or harassment.
Students with disabilities seeking to file a disability-based discrimination or harassment complaint should contact the College’s Title IX/EEO Coordinator and/or the Vice President for Student Services, or designee. Students with disabilities should follow the guidelines and procedures listed on the Access Center website concerning complaints about the instructional accommodations they are receiving or concerning disability-related discrimination or harassment.
Records of discrimination/harassment complaints shall be maintained in the Title IX/EEO Coordinator’s office.
Student Complaint Procedures Not Related to Discrimination/Harassment
All complaints under this heading should be filed within seven (7) business days following the incident.
Student complaint against a faculty member:
- In the case of a student complaint against a faculty member involving a classroom experience, the student will be directed to speak with the faculty member.
- If the complaint is not resolved with the faculty member, then the student should speak with the Department Chair or Division Dean in absence of the Chair.
- If further resolution is required, then a formal written complaint must be submitted to the Vice President for Student Services or designee. The Vice President for Student Services or designee will work with all parties to bring resolution to the complaint. Matters involving academic misconduct will be adjudicated utilizing processes found in VSCC Policy III:00:05.
Student complaint against non-faculty employees:
- In the case of a student complaint against a non-faculty employee, the student will be directed to speak with the Vice President for Student Services or designee.
- The Vice President for Student Services or designee will speak with the non-faculty employee’s direct supervisor or appropriate Vice President. The direct supervisor or appropriate Vice President should work with the non-faculty employee to resolve the issue.
- If further resolution is required a formal written complaint must be submitted by the student to the Vice President for Student Services or designee.
- If necessary, the Vice President for Student Services or designee may contact the Office of Human Resources and together investigate the complaint to resolve the issue.
Student complaint against another student:
- In the case of a student complaint against another student the student will be directed to speak with the Vice President for Student Services or designee.
- The Vice President for Student Services or designee with assistance, if applicable, from other College personnel, will mediate or investigate the complaint to resolve the issue.
All other complaints against the College:
- In the case of a complaint against the College, the student will be directed to speak with the Vice President for Student Services or designee.
- The Vice President for Student Services or designee with assistance, if applicable, from other College personnel, will speak with the student and all parties involved to bring resolution to the complaint.
If a resolution is reached to any of the complaints outlined above, no further action will be required. If a resolution is not reached through mediation or a preliminary investigation the institutional hearing procedures outlined in VSCC Policy III:00:05 must be followed.
Records of general student complaints will be kept on file in the Office of the Vice President for Student Services.
Complaints Related to Accreditation and Violation of Applicable State Laws
Under the Federal Program Integrity rules (34 CFR 600.9 (a)(1)(i)(A)), the Tennessee Board of Regents system office has been designated as the authority to investigate complaints concerning Volunteer State Community College (VSCC) related to institutional accreditation or violations of State laws. Before a complaint is filed the student or prospective student must attempt to resolve the matter with VSCC. If the matter cannot be resolved, a complaint may be filed with the Tennessee Board of Regents at 1 Bridgestone Park, Nashville, TN 37214.
Complaint Resolution Policies and Procedures for Non-Tennessee Resident Students in State Authorization Reciprocity Agreement States, commonly known as SARA
This portion of the policy applies to students who are:
- Non-Tennessee residents in State Authorization Reciprocity Agreement (SARA) states and who are enrolled in a distance education program/course, or
- Attending an out-of-state learning placement in a SARA state other than Tennessee
The nature of complaints to be addressed through this policy includes violations of SARA policies and dishonest or fraudulent activity. These policies do not apply to complaints concerning student grades of student conduct violations. For more information on complaint subject matter see SARA Policy Manual sections 4.2 and 4.3.
Additional Information related to SARA Complaints:
- Students as described above in (a) and (b) must complete the Volunteer State Community College complaint process before appealing to the Tennessee Higher Education Commission (THEC).
- Students who are not satisfied with the institution’s resolution of their complaint may appeal the institution decision to THEC using the Request for Complaint Review form. Additional information on the THEC complaint process is available at THEC Complaint Review Process. Students may also contact THEC.RCD@tn.gov with questions.
- The appeal to THEC must be filed within two (2) years of the incident about which the complaint is made.
- Out-of-state students may also contact their home state higher education authority; although students may be referred to THEC. See State Portal Entity Contact/NC-SARA for a listing of SARA states and contacts.
Students residing in non-SARA states, currently California only, should consult their respective state of residence for further instructions for filing a complaint.
TBR Source: TBR Meetings, August 17, 1973; September 30, 1983; June 10, 2014, Ministerial Revisions; August 22, 2018, Ministerial Revisions; June 27, 2019, Ministerial Revisions; June 3, 2024, Ministerial Changes
VSCC Source: December 15, 2008, President’s Cabinet; June 27, 2011, President’s Cabinet; September 18, 2017, President’s Cabinet; August 6, 2025, President’s Cabinet
