Student Complaint Processes
Issues Students May Encounter
SHC is committed to providing all students the opportunity to share concerns and complaints with the College community in order to assist in reaching resolutions that are fair and equitable. There are two main types of student issues at SHC: 1) Academic related complaints and 2) Non-academic related complaints.
Who to Contact
Students may report any academic concern or complaint to the Office of the Provost and any non-academic concern or complaint to the Office of Culture and Community.
Student Concerns
Student concerns are typically informal, minor issues that can often be resolved through casual communication, such as emails, conversations, or meetings. The College encourages students to address these concerns directly with the individual or office involved. Most issues can be resolved effectively through this approach. If a student is uncomfortable discussing the matter directly with the individual involved, they may request a meeting with that person’s supervisor, such as a Division Chairperson or Program Director, to address the concern. All campus offices are committed to addressing student concerns promptly.
Student Complaints/Grievances
For more serious issues, students may need to engage in formal resolution processes, which typically involve submitting written documentation. The College has established various policies and procedures for handling formal student complaints, some of which require the completion of specific forms, while others allow students to initiate the process by submitting a written statement to the appropriate party. The College maintains records of all formal student complaints and grievances to ensure proper documentation and resolution.
Academic Complaints
Grade Related
- Discuss grade determination with the course instructor to resolve.
- If not resolved after discussion with the instructor, students may file a formal Grade Appeal to the instructor who will provide written resolution within seven calendar days.
- If not resolved at the first level, a written appeal can be submitted to the Division Chairperson within seven calendar days after the instructor communicated their decision at the first level.
- Grade Appeal Procedure can be found HERE.
Other matters related to instructor or academic program
- For instructor or class related concerns, contact the instructor first and then the Division chair or program director if the matter remains unresolved.
- If not resolved with the Division Chairperson or Program Director, students can contact the Provost.
- If not resolved, students may file a formal complaint as outlined below.
Non – Academic Complaints
Regarding Services
- Contact the staff member in the relevant College Office
- If not resolved, contact the staff members’ supervisor and then the administrator in charge of that office
- Attempt to resolve the issue with the person or office in which the concern arose
- If not resolved, students may file a formal complaint as outlined below.
Regarding any other matters
- Attempt to resolve the issue with the person or office in which the concern arose.
- If not resolved, students may file a formal complaint as outlined below.
Sexual misconduct, sexual violence, and gender-based discrimination complaints
- The SHC Title IX Office handles all complaints regarding sexual misconduct and gender equity. Title IX office can be reached at 251.380.3026 or titleix@shc.edu. You can also submit a report HERE
Discrimination, harassment, and retaliation complaints
- The Office of Culture and Community handles all complaints regarding discrimination and equal opportunity. They can be reached at 251.380.3026 or Dr. Vannee Cao-Nguyen vcaonguyen@shc.edu.
Disability Accommodation Complaints
Formal Complaint Procedure
The Office of Culture and Community oversees the collection, documentation, and management of all formal non-academic complaints and grievances submitted by students. While students are encouraged to resolve disputes informally and at the appropriate level, they may submit a formal written complaint to the College if an acceptable resolution is not achieved.
Students are advised to include all relevant details and supporting information when submitting a formal complaint. The College values and respects each complaint, ensuring that no student will face retaliation for filing a grievance or complaint made in good faith.
The College prioritizes resolving complaints informally and at the lowest possible level whenever feasible. However, for students who wish to proceed with a formal written complaint, it is essential to review and follow the College’s established policy on formal complaints and grievances to ensure proper submission and resolution.
The process can be found here: Formal Complaint Procedure
Online Students
Any online student who feels his or her complaint was not satisfactorily resolved through Spring Hill College complaint process has the right to take their grievance to the Alabama State Portal Entity (https://psl.asc.edu/External/Complaints.aspx) with the Alabama Commission on Higher Education and initiate the Student Complaint Process published on their website.
Additional Policies and Appeals Procedures
| Policies and Appeals | Office | Contact Information |
|---|---|---|
| Academic Probation, Academic Suspension, Reinstatement, Dismissal | Office of the Provost | academicaffairs@shc.edu |
| Academic Dishonesty Appeal | Office of the Provost | academicaffairs@shc.edu |
| Grade Appeal | Division Chair / Provost | Division Chair |
| Other Academic Appeals and Waivers | Office of the Provost | academicaffairs@shc.edu |
| Satisfactory Academic Progress Appeal for Financial Aid | Office of Financial Aid | financialaid@shc.edu |
| Housing Cancellation and Fee Appeals | Office of Res Life | dmelton@shc.edu |
| Parking Appeals | Public Safety | shcpolice@shc.edu |
| Sexual Harassment and Misconduct | Title IX | titleix@shc.edu |
| Discrimination, Harassment, Retaliation | Culture & Community | vcaonguyen@shc.edu |
| Student Code of Conduct | Dean of Students | studentconduct@shc.edu |
| Disability Accommodation | Student Accessibility Resources | accessibility@shc.edu |
| Formal Student Complaint Process | Culture & Community | vcaonguyen@shc.edu |
- Student Accessibility Resources handles complaints regarding disability accommodations. They can be reached at 251.380.3481 or accessibility@shc.edu.