Complaint Procedure
Manhattan Area Technical College (MATC) provides opportunities for students and community members to register complaints by following the procedures highlighted below. The complaint procedure provides an avenue to submit a concern regarding any area at MATC. The College will address and systematically process all student and community complaints in a timely manner.
Seek an Informal Complaint Resolution (Step 1)
The student or member of the community must seek an informal complaint resolution of the matter. This may be handled by the appropriate Dean or supervisor of the area.
Student & Community Complaint Form
If Unsatisfied with Informal Complaint, Submit the Formal Grievance Form (Step 2)
The formal grievance must state the basis for the complaint (person or area to whom the complainant addresses), be accompanied by substantial evidence to support the grievance, and the resolution the complainant seeks. Formal complaints are directed to the Vice President of the office of primary responsibility to acknowledge receipt of, review, and resolve.
Wait During Formal Grievance Investigation
The Vice President will investigate the complaint to determine its validity and will include the following:
- Communication with the instructor or staff member against whom the complaint was lodged. In the case of a complaint regarding procedures, the meeting would be with the MATC staff member responsible for the program or service in question.
- Communication with the appropriate instructor, staff, or students.
- Could include meeting with the complainant and instructor or staff member against whom the complaint was filed.
Receive Response In Regards to Formal Grievance
The Vice President, upon conclusion and investigation of the nature of the complaint, will respond in writing to the complainant within ten (10) college business days. The response will include:
- A written description of the complaint, including all pertinent details.
- A statement regarding action taken.
If Unsatisfied, Complete the Formal Grievance Appeal Form (Step 3)
Formal appeals must be made in writing and submitted via the online Formal Grievance Appeal Form. The appeal must be received within ten (10) business days after receiving the formal grievance notification.
Phase 1 Appeal: President
If the student or member of the community does not get a satisfactory resolution to his/her formal complaint. The President, upon conclusion and investigation of the nature of the complaint, will respond in writing (by way of mailed/emailed letter) to the complainant within ten (10) college business days after receipt of the decision notification (the date of the mailed/emailed letter).
Phase 2: Board of Directors
If a satisfactory resolution has not been reached with the President, the student or member of the community may appeal to the Board of Directors by submitting a formal written request via the online Appeal Form within ten (10) college business days after receipt of the decision notification (the date of the mailed/emailed letter).
Once the Board Clerk receives the formal complaint, he/she has five (5) college business days to reply in writing (mailed/emailed letter) a preliminary response to the complainant and the timeline for the complaint to be reviewed by the Board of Directors, upon conclusion and investigating the nature of the complaint, will respond in writing (mailed/emailed letter) to the complainant. The response will include a written description of the complaint, all pertinent details, and a statement regarding the action taken. Once the Board of Directors decides on the appeal, the decision is not subject to further appeals.
NOTE: Time limits will be suspended while personnel are off contract and will resume when they return to duty. Notice of delay will be provided.
Outlined Steps
Step 1 - Informal Complaint Phase
MATC recognizes that disputes may sometimes arise. Students and community members are encouraged to seek informal resolution of their complaints or concerns.
- Informal complaints (concerns or expressions of dissatisfaction or disagreement) should be handled through direct communication (conversation, email, or letter) with the student or member of the community and the MATC staff or department/division involved.
- If the issue remains unresolved, the informal complaint should be submitted using the online form Student and Community Complaint Form
Students and community members may also consult with the Dean of Student Services and/or Dean of Career and Technical Education if they are unsure where or how to address a complaint or concern. If a complaint remains unresolved, students or community members will initiate the formal phase of the complaint process (noted in step 2 below).
Examples of Complaints
Students who have complaints related to course grades, the conduct of classes, or other course matters should address those complaints first with the instructor, as noted under Complaint Process – Informal Phase. If a resolution is not achieved with the Dean of Academic Affairs or Designee, a student may submit a Formal Grievance Form as outlined in phase two (2).
As noted under Complaint Process – Informal Phase, students and community members who have complaints related to MATC staff or services (Academic Advising, Financial Aid, Registrar, TLC, etc.) should address those complaints directly with the MATC staff. If they are unsatisfied, the complaint can be taken to the appropriate department/division supervisor as noted under Complaint Process – Informal Phase. If the resolution is not achieved, they may submit a formal complaint via the Formal Grievance Form, as noted in phase two (2).
Manhattan Tech is committed to maintaining an environment that recognizes the inherent worth and dignity of every person; fosters tolerance, sensitivity, understanding and mutual respect; and encourages individuals to strive to reach their potential. Title IX Harassment in the workplace or the educational environment is unacceptable and will not be tolerated.
Any employee, student, campus visitor or person participating in a College activity, who has experienced or witnessed discrimination and/or harassment is encouraged to report the incident(s) promptly. Prompt reporting of complaints is vital to theCollege's ability to resolve the matter.
Step 2 - Formal Grievance Phase
If the resolution is not satisfactory at the informal complaint phase, a formal complaint must be submitted if seeking resolution. Formal complaints must be submitted online.
Formal complaints must be filed within thirty (30) college business days of the occurrence that prompted the complaint. If the outcome is undesired after receipt of the formal grievance, the next phase would be resolved via the formal grievance appeal phase of the complaint process (noted in step 3 below).
Step 3 - Appeal of Formal Grievance Phase
Formal appeals must be made in writing and submitted via the online form linked below.
If the student or member of the community does not get a satisfactory resolution to his/her formal complaint, resolution may be sought by appealing to the President by submitting a formal written request. The appeal must be received within ten (10) college business days after date of the mailed letter as outlined in Step 4 above.
Upon conclusion and investigating the nature of the complaint, the Presidents Office will respond in writing (by way of mailed letter) to the complainant within ten (10) college business days after the date the appeal was received. The response will include a written description of the complaint, including all pertinent details, and a statement regarding action taken.
If a satisfactory resolution has not been reached with the President, the student or member of the community may appeal to the MATC Board of Directors by submitting a formal written request via the within forty-five (45) college business days.
The MATC Board of Directors, upon conclusion and investigating the nature of the complaint, will respond in writing (by way of mailed letter) to the complainant within thirty (30) college business days after the date the appeal was received.
The response will include a written description of the complaint, including all pertinent details and a statement regarding action taken. Once the MATC Board of Directors makes a decision on the appeal, that decision is final. No further appeal is heard.
Complaints to Third Parties
In addition to Manhattan Tech’s complaint processes, certain student complaints may be submitted to outside agencies as outlined below (this list is non-exhaustive, and there may be other agencies that will receive and process complaints):
- Consumer protection and/or fraud – Complaints may be filed with the Kansas Attorney General’s Office
- Discrimination complaints – Complaints against the College or its employees may also be filed with the Kansas Human Rights Commission
- MATC’s accreditation eligibility – MATC is regionally accredited by the Higher Learning Commission. Complaints regarding the College’s ongoing eligibility to meet the Criteria of Accreditation may be filed following HLC Guidelines. Some academic programs may also have specific state or federal accrediting agencies to review complaints (i.e., nursing, etc.)
- Kansas Board of Regents - In accordance with the U.S. Department of Education Program Integrity Rule, 34 C.F.R. Part 600.9, the Kansas Board of Regents has adopted a process to review and appropriately act on student complaints concerning the six state universities. However, Community Colleges, Technical Colleges, and Washburn University are not governed by the Kansas Board of Regents and should be contacted directly regarding complaints. Refer Here for more information.
