Student Complaint Policies and Procedures
1. Thomas Edison State College’s mission
The College’ mission is to provide the highest level of service to its students, in an environment conducive to learning and academic excellence. The College also acknowledges the maturity, autonomy and dignity of its students. Consistent with its mission, the College has instituted various mechanisms to address student complaints. When registering concerns or complaints, College students must follow the appropriate procedures. If a student has any question about the applicable procedure to follow for a particular complaint, the student should contact the Office of the Associate Vice President and Dean of Learner Services at (609) 984-1141, ext. 3090, or [email protected].
2. Complaint Policies and Procedures
If a student has a complaint concerning any of the following matters, the student should refer to the proper resource:
A. Grade or Academic Credit Appeal. See Student Forms area of myEdison® or visit www.tesc.edu/studentforms.
3. Other Student-Related Complaints
A student who has a complaint that a policy or procedure has been incorrectly or unfairly applied in his/her particular case, or a complaint about the behavior of a mentor or a College staff member that does not fall within any of the categories listed here, the complaint will be handled as follows:
A. Informal Resolution
Students are encouraged to speak directly with the mentor or staff member most concerned with or responsible for the situation that is the cause of the complaint. If this communication does not lead to a resolution, or such a discussion is not deemed appropriate, the student may register an informal complaint or file a formal written complaint.
B. Informal Complaint
A student may register an informal complaint within thirty (30) days of the event that triggered the complaint. The earlier the communication is made, however, the more likely it is to resolve the matter satisfactorily. Complaints involving academic matters should be made to the dean of the relevant School. Other types of complaints should be made to the head of the appropriate College office. Informal complaints may be made by telephone or email. Appropriate College staff will review the matter presented by the student and determine whether any action is required. The student will be notified of the College’s response within 20 days of the informal complaint. If the student is not satisfied with the decision and/or attempts at resolution, he/she may go on to make a formal complaint.
C. Formal Complaint
A formal complaint must be submitted in writing to the dean of the relevant School or the head of the appropriate office from which the complaint arises. Formal complaints must be filed within sixty (60) days of the event that triggered the complaint, and state the nature of the grievance and the remedy being sought. Any previous attempts to resolve the issue should also be described.
Receipt of the complaint will be acknowledged within fifteen (15) days. The appropriate College administrator will then review the matter. A final written determination, including any proposed resolution, will be sent to the student within thirty (30) days of the receipt of the complaint. A complete record of formal complaints will be kept by the relevant College office. Records of the final outcome of all formal complaints will also be stored in a centralized database and the student’s electronic file.