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Student Complaints

MCC encourages students to voice their concerns or file complaints through a confidential online form accessible via the student portal. Students may also submit complaints in writing to the Office of Student Services. All submissions are treated with the utmost confidentiality, ensuring that the student’s identity and details of the complaint are securely protected.

 

STEP-BY-STEP PROCEDURES FOR DUE PROCESS

 

The following steps outline the process for addressing student complaints:

 

  1. Initial Complaint Submission
     

    • A student may submit a complaint via the confidential online form, in person, or in writing to the Office of Student Services.

    • Complaints must include the student’s name, the nature of the complaint, and any relevant supporting documentation.
       

  2. Acknowledgment
     

    • Upon receipt, the Office of Student Services will acknowledge the complaint within 3 business days, confirming receipt and outlining the next steps.
       

  3. Review
     

    • The complaint is reviewed by the Vice President of Student Services (or a designee) to determine whether further investigation or action is warranted. This initial review will be completed within 7 business days of the complaint's submission.

    • If the complaint requires further investigation, the student will be informed of the timeline and process for the investigation.
       

  4. Investigation

    • An appropriate administrative officer or committee is assigned to investigate the complaint. This may include gathering evidence, interviewing involved parties, and reviewing institutional policies relevant to the issue.

    • The investigation process will be completed within 15 business days, although more complex issues may require additional time. The student will be notified if more time is needed.
       

  5. Resolution
     

    • After the investigation is completed, the administrative officer or committee will provide a written response to the student, outlining the findings and resolution. The response will include any actions the institution will take to address the issue or reasons why the complaint was not upheld.

    • If the student is satisfied with the resolution, the complaint is considered resolved, and the case is closed.
       

  6. Appeal
     

    • If the student is not satisfied with the resolution, they may submit an appeal within 10 business days of receiving the written response.

    • The appeal will be reviewed by the President’s Office, and a final decision will be rendered within 10 business days of the appeal’s submission. The President’s decision is final.
       

  7. Filing a Complaint with TRACS or Government Agencies
     

    • If a student feels that their complaint was not resolved satisfactorily, they may file a formal complaint with TRACS or any other relevant government agencies. Instructions for filing such complaints are provided in the student handbook and are accessible via the MCC website.
       

  8. Resolution Documentation
     

  • Each step of the complaint process, from submission to resolution, is meticulously documented. This includes details of the investigation, findings, and final resolution.

  • A standardized Complaint Resolution Report is generated for each case, summarizing the issue, actions taken, and the outcome. This report is securely stored by the Office of Student Services for institutional review and accreditation purposes.

  • Review and Learning:

  • Resolutions are reviewed quarterly by the Vice President of Student Services to identify recurring themes or patterns in complaints.

  • These reviews inform faculty and staff training programs and lead to policy updates or operational changes to address systemic issues.

  • Stakeholder Feedback:

  • Students involved in the complaint process are invited to provide anonymous feedback on their experience, ensuring that MCC continuously improves the process and fosters trust in the institution's commitment to fairness.

 

Transparency and Reporting

Aggregate data on complaints, resolutions, and resulting improvements are shared with MCC's administrative leadership and included in annual institutional effectiveness reports. This transparency underscores MCC's dedication to learning from student concerns and enhancing the overall student experience.

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