Student Complaints
Guiding Principles
Informal Process
The College District encourages students to discuss their concerns with the appropriate faculty member or campus administrator who has the authority to address the concerns.
Concerns should be expressed as soon as possible to allow early resolution at the lowest possible administrative level.
Informal resolution is encouraged but shall not extend any deadlines in this policy, except by mutual written consent.
Formal Process
A student may initiate the formal process by filing a written complaint form in a timely manner.
Even after initiating the formal complaint process, students are encouraged to seek informal resolution. A student whose concerns are resolved may withdraw a formal complaint at any time.
This policy does not create new or additional rights beyond those granted by law or Board policy, nor does it require a full evidentiary hearing or "mini-trial" at any level.
Freedom from Retaliation
Neither the Board nor any College District employee shall unlawfully retaliate against any student for bringing a concern or complaint.
Notice to Students
The College District shall inform students of this policy through appropriate College District publications.
Complaints
In this policy, the terms "complaint" and "grievance" have the same meaning.
Other Complaint Processes
Student complaints shall follow this policy unless otherwise specified by the policies below. Some of these policies require appeals to be submitted in accordance with FLD after the relevant complaint process:
- Complaints alleging discrimination or harassment based on race, color, gender, sex, national origin, disability, age, or religion. [See FFDA and FFDB]
- Complaints concerning retaliation related to discrimination and harassment. [See FFDA and FFDB]
- Complaints concerning a commissioned peace officer employed by the College District. [See CHA]
- Complaints concerning the withdrawal of consent to remain on campus. [See GDA]
General Provisions
Filing
Complaint forms and appeal notices may be submitted by hand-delivery, electronic communication (email or fax), or U.S. Mail. A filing is considered timely if:
- Hand-delivered: Received by the appropriate administrator or designee by the close of business on the deadline.
- Electronic communication: Received by the close of business on the deadline, as indicated by the date/time on the electronic communication.
- Mail: Postmarked by U.S. Mail on or before the deadline and received by the appropriate administrator or designee within three days after the deadline.
Scheduling Conferences
The College District shall make reasonable attempts to schedule conferences at a mutually agreeable time. If a student fails to appear at a scheduled conference, the College District may hold the conference and issue a decision in the student's absence.
Response
At Levels One, Two, and Three, a "response" is a written communication from the appropriate administrator. Responses may be hand-delivered, sent via email to the student's email address of record, or sent by U.S. Mail to the student's mailing address of record. Mailed responses are considered timely if postmarked by U.S. Mail on or before the deadline.
Definitions
Days
"Days" refer to College District business days. The day a document is filed is considered "day zero," with the next business day as "day one."
Representative
A "representative" refers to any person or organization designated by the student to represent them in the complaint process.
The student may designate a representative in writing at any stage of the process. If the representative is designated with fewer than three days' notice before a scheduled conference or hearing, the College District may reschedule the conference or hearing to include its legal counsel. The College District may be represented by counsel at any level of the process.
Consolidating Complaints
Complaints arising from the same event or a series of related events shall be addressed in one complaint. A student may not file separate or serial complaints for events that have already been addressed or could have been included in a previous complaint.
Untimely Filings
All time limits must be strictly followed unless modified by mutual written consent.
If a complaint form or appeal notice is not filed on time, the complaint may be dismissed, with written notice to the student, at any point during the complaint process. The student may appeal the dismissal by submitting a written appeal within ten days from the date of the dismissal notice. Such an appeal shall be limited to the issue of timeliness.
Costs Incurred
Each party is responsible for its own costs incurred in the complaint process.
Complaint and Appeal Forms
Complaints and appeals under this policy must be submitted in writing using a form provided by the College District.
Copies of supporting documents should be attached to the complaint form. If the student does not have copies, they may be presented at the Level One conference. No new documents may be submitted after the Level One conference unless the student was unaware of them before the conference.
A complaint or appeal form that is incomplete in a material aspect may be dismissed but may be refiled with all required information within the designated time frame.
Complaint Process Levels
Level One
Complaint forms must be filed:
- Within 15 days of when the student first knew (or should have known) about the issue.
- With the lowest-level administrator who has the authority to resolve the problem.
Level Two
If the student did not receive the desired resolution at Level One or if the response deadline has passed, they may appeal to the academic dean or dean of students.
Level Three
If the student did not receive the desired resolution at Level Two or if the response deadline has passed, they may appeal to the College President or designee.
Level Four
If the student did not receive the desired resolution at Level Three or if the response deadline has passed, they may appeal to the Board.
External Complaints
Students may also file complaints through external agencies:
The National Council for State Authorization Reciprocity Agreements (NC-SARA) addresses consumer protection concerns for students in distance education programs.
The Texas Higher Education Coordinating Board (THECB) requires students to provide written evidence of completing the institution’s complaint process before filing with the THECB.
For More Information
Raquel A. Peña
Director of Student Discipline / Title IX Coordinator
Location: Memorial Hall, Room 227
Phone: (956) 794-4988
Email: rapena@laredo.edu
Report a Concern
The "Report It" webpage provides a confidential way to report concerns related to:
- Sexual misconduct (Title IX)
- Discrimination and harassment
- Academic dishonesty
- Disruptive behavior
- Student well-being
Submitting a report allows Laredo College to assess and address issues appropriately, ensuring a safe and respectful campus environment for all.
When to Contact Us
- If you need clarification on any part of this policy.
- If you have concerns or issues related to your rights and responsibilities.
- If you require assistance or support regarding any student-related matters.
We are here to help and support you—don't hesitate to reach out!