Complaint Procedure

Manhattan Area Technical College (MATC) provides opportunities for students and members of the community to register complaints by filling out a General Complaint and Grievance Form. The General Complaint and Grievance Form 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.

Complaint Procedure – Informal Phase

MATC recognizes that disputes may sometimes arise. Students and members of the community are encouraged to seek informal resolution of their complaints or concerns. 

  1. 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.
  2. If the issue remains unresolved, the informal complaint should be directed to the appropriate department/division supervisor. Students and members of the community may also consult with the Dean of Student Services if they are unsure about where or how to address a complaint or concern. If a complaint remains unresolved, students or members of the community would initiate the formal phase of the complaint process.

Complaint Procedure – Formal Phase

If resolution is not satisfactory at the informal complaint level a formal complaint must be submitted if seeking resolution. Formal complaints must be made in writing and submitted via the General Complaint and Grievance Form. Formal complaints must be filed within twenty-one (21) college business days of the occurrence that prompted the complaint.

Examples of Complaints

Students who have complaints related to course grades, conduct of classes, or other course matters should address those complaints first with the instructor of the course as noted under Complaint Process – Informal Phase. If the student is not satisfied with the resolution, the student may then go to the Dean of Career and Technical Education. If a resolution is not achieved with the Dean of Career and Technical Education, a student may submit a formal complaint via the General Complaint and Grievance Form.

General Complaint and Grievance Form

As noted under Complaint Process – Informal Phase, students and members of the community who have complaints related to MATC staff or services (Academic Advising, Financial Aid, Registrar, TLC, etc.) should first address those complaints directly with the MATC staff. If they are not satisfied, the complaint can then be taken to the appropriate department/division supervisor as noted under Complaint Process – Informal Phase. If resolution is not achieved there, they may submit a formal complaint via the General Complaint and Grievance Form.

General Complaint and Grievance Form

Procedure for Filing a Formal Complaint

Seek an Informal Complaint Resolution

The student or member of the community must seek an informal complaint resolution of the matter as noted above under Complaint Process – Informal Phase before moving to Step 2 below.

Complete the General Complaint and Grievance Form

Complete the General Complaint and Grievance Form. The formal complaint must specifically state the basis for the complaint (person or area to whom the complainant addresses) and the resolution that 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 Investigation

The appropriate Vice President will investigate the complaint to determine its validity, and will include the following:

  • Communication with the complainant.
  • 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 appropriate instructor, staff or students.
  • Could include meeting with complainant and instructor or staff member against whom complaint was filed.

Receive Response

The MATC staff member, upon conclusion and investigating 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.

Complaint Procedure – Appeal Phase 

Formal appeals must be made in writing and submitted via the General Complaint and Grievance Form. 

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):

  1. Consumer protection and/or fraud – Complaints may be filed with the Kansas Attorney General’s Office
  2. Discrimination complaints – Complaints against the College or its employees may also be filed with the Kansas Human Rights Commission
  3. 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 that will review complaints (i.e. nursing, dental hygiene, etc.)
  4. 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.