Parents & Family
Complaints and Refunds
We want to hear from students and families about their experiences with JCC. This allows us opportunities to improve. We will do our best to follow up with all complaints and concerns. All complaints may be sent to the Dean of Student Services, who will direct complaints to the appropriate offices.
If your student has a complaint about any instructor, please see the Academic Complaint Process, detailed below. The nature of Academic complaints generally concern instructional methods, instructor performance and quality, treatment of the student by the instructor, and grade disputes.
Refunds
In some cases, students are forced to withdraw from courses for reasons beyond their control. Students who have not received financial aid may be eligible for full or partial refunds. Eligible circumstances include a change in employment that prevents your attendance, a death in your immediate family, or a medical situation that prevents your attendance. Submit a letter explaining your circumstances and third-party specific documentation from an employer or medical professional to substantiate your claim. For family deaths, submit the death certificate or an obituary that shows your relationship. Letters and documents should be sent to the Tuition Review Committee at JCC. Students with financial aid should follow the same process for their information about extenuating circumstances to be included with their financial aid information, possibly preventing financial aid probation or suspension.
Academic Complaint Process
If your student has an instructor complaint, follow JCC’s Student Complaint Process. This process is part of the union contract negotiated with the faculty. The Complaint Form is available on the website of the Academic Deans.
- Student Meets with Instructor
The student must initiate a conference with the relevant instructor no later than the end of the fourth week of the Fall or Winter semesters following the incident/dispute. Both the student and faculty member may request that one representative participate in this informal meeting. This representative must be from JCC and may be a current student, instructor, administrator or someone performing the role of ombudsman. If the conflict cannot be resolved as a result of this informal meeting, the student may proceed to Step 2.
- Student Puts Complaint in Writing
The student completes the academic complaint form and submits it to the appropriate Department Chair. This form must be completed by the student and returned to the chair in a timely fashion after Step 1 above.
- Department Chair Holds an Informal Meeting
The student, instructor, and the department chair must meet within ten (10) school days after the student returns the completed Academic Complaint Form to the department chair. Prior to this informal meeting, the chair will perform any appropriate investigation. The student, as well as the instructor, may bring one other person to the meeting, but that person must be from within JCC (a current student, instructor, administrator, an ombudsman, etc.). The chair is meant to serve as a facilitator for conflict resolution. He or she has no power to impose a resolution on either the student or instructor.
- Complaint Submitted to Academic Dean
If no resolution is possible, the Academic Complaint Form, along with a statement by the instructor, is forwarded to the Academic Dean. Copies of the Academic Complaint Form are then provided to the instructor and the Association.
- Academic Dean Holds a Hearing
The student, instructor, department chair, and Academic Dean must meet within five (5) school days after the instructor and Association receives the copies of the Academic Complaint Form. The student may bring one other person to the hearing (as in Step 3 above); the instructor may bring an Association representative.
- Academic Dean Issues a Resolution
Within five (5) days after the hearing the Academic Dean will issue a written resolution. This will include the dean’s view concerning the facts of the matter and indicate that appropriate action will be taken.
- Appeal to Executive Vice President
Either the instructor or the student may choose to appeal the dean’s disposition of the conflict. Such an appeal must be filed with the Executive Vice President’s office no more than five (5) school days after the dean’s resolution is received.
- Executive Vice President Holds a Meeting
The student, instructor, department chair, and the vice president must meet within five (5) school days after the vice president’s receipt of the appeal.
- Executive Vice President Rules on the Appeal
Within five (5) school days after the meeting, the Executive Vice President will give a written ruling on the appeal. The vice president’s decision shall be final, but subject to grievance.
- Appeal through Grievance
The instructor has the right to appeal the vice president’s ruling through the grievance procedure. Such a grievance will be processed at Step 2.
