Student Complaints

Brief Overview of PJC's Student Complaint Process

Paris Junior College (PJC) maintains a formal, multi-level student complaint process designed to resolve concerns fairly, promptly, and at the lowest appropriate administrative level. Students are encouraged to first discuss their concern or complaint directly with the individual(s) involved (e.g. course instructor or dean for an academic issue, or the relevant campus administrator). If you have concerns about an instructor, please contact the appropriate Dean or Program Director for the department. This conversation should occur as soon as possible after the issue arises to facilitate an early resolution. 

Find the Employee Directory to search for the dean or program director or any other PJC staff. If you have concerns about a staff member, please contact Human Resources at humanresources@parisjc.edu or call 903-782-0483.

If the informal complaint is still not resolved, the student may file a formal written complaint using the Student Complaint Form in the MyPJC portal.

Note:  If the concern is resolved informally, no further action is required (the student may withdraw any pending formal complaint) by contacting the Vice President of Student Services (see contact below). 

Questions about PJC's Complaint Process?
Vice President of Student Services
Administration Building, Ste. 152
903-782-0211
lelliott@parisjc.edu 

Exceptions for the complaint process involving discrimination, safety, or law enforcement:

  • If a complaint involved discrimination, harassment or retaliation, Policies FFDA and FFDB will be followed. 
  • Complaints against a College District police officer, Policy CGFA will be followed. 
  • If a student has been told they cannot stay on campus or must leave college property, Policy GDA will be followed.

Formal complaints follow a structured, step-by-step process:

  • Level One: The complaint is reviewed by the lowest-level administrator with authority to resolve the issue. A conference is held within 10 business days, and a written response is issued within 10 business days after the meeting.

  • Level Two: If dissatisfied, the student may appeal to the next higher administrator, usually a Vice President. Another conference and written decision follow.

  • Level Three: A further appeal may be made to a senior administrator, typically involving an ad hoc Appeals Committee chaired by the Vice President of Student Services.

  • Level Four: As a final internal step, the student may appeal to the PJC Board of Regents.

Filing a Level 1 Complaint

If the issue is not resolved informally, the student may initiate the formal process by submitting a written Student Complaint Form. (Student Compliant Form is located in the student’s MyPJC portal under “Reports & Forms”.) If a student submitted another form of a written complaint, staff should encourage them to fill out the Student Complaint Form in MyPJC.

The complaint must be filed within 15 College business days of the date when the student first knew, or reasonably should have known, about the decision or action that gave rise to the complaint.

In most cases, a Level One complaint is submitted to the department chairperson or an administrator for that area (i.e. the lowest-level administrator who has authority to remedy the problem).

The Level One administrator will schedule a conference (meeting) with the student within 10 business days after receiving the written complaint. The student should bring any relevant information and supporting documents to the Level One conference.

Conferences should be set at a mutually agreeable time; if the student fails to appear, the administrator may proceed in their absence. During the meeting, the student may present relevant information and any supporting documents. The administrator may also consider any documents or information that could help resolve the issue. 

After the conference, the Level One administrator will investigate as needed and issue a written decision within 10 business days following the conference.

Appeals Process at PJC - Level Two

If the student is dissatisfied with the Level One outcome (or if no response was received by the 10-day deadline), the student may appeal to Level Two.

The appeal must be filed in writing within 10 business days of the date the Level One decision was provided to the student, or within 10 days of the Level One response due date if no response was given. To initiate the Level Two appeals process, the student will submit a written Appeals Form. (The Appeals form is located in the student’s MyPJC portal under “Reports & Forms”.)

The appeal (Level Two) will be submitted to the next higher administrator in the supervisory chain—typically the Vice President over the division involved in the complaint.

The Level Two administrator will schedule a conference within 10 business days after the appeal notice is filed.

The conference is generally limited to the issues and evidence presented at Level One; no new complaints should be introduced at this stage. However, the student may address any new evidence or grounds that the Level One decision relied upon. The Level Two administrator can set reasonable time limits for the meeting.

The Level Two administrator shall provide a written decision to the student within 10 business days after the Level Two conference. This written response will explain the decision, addressing the points raised on appeal, and uphold or modify the Level One outcome as deemed appropriate.

Appeals Process at PJC - Level Three

A student who remains dissatisfied after Level Two may appeal to Level Three.

The Level Three appeal must be filed in writing within 10 business days of the Level Two decision (or the lapse of the Level Two response deadline, if no response was received). For the Level Three Appeals submission, the student will submit another written Appeals Form. (The Appeals form is located in the student’s MyPJC portal under “Reports & Forms”.)

The Level Three administrator will convene a hearing or conference within 10 business days of the appeal filing. At PJC, a Vice President  (or designee) will chair an ad hoc Appeals Committee to review the complaint at this level.

This committee will be comprised of:

  • Impartial administrators (e.g. two campus deans not involved in prior levels)
  • All instructors of the student
  • A student representative or representatives (selected from a panel of at least 10 student submitted by PJC’s Student Government).

The Level Three hearing is limited to the matters raised previously; it serves to review the Level Two outcome.

The student may present arguments addressing why the Level Two decision is unsatisfactory and respond to any evidence the administration relies on. The committee members and chair may ask questions and examine the records from Levels One and Two. All participants should maintain a professional tone, focusing on facts and policy.

After the hearing, the Level Three administrator (committee chair) will consult the committee’s findings and issue a written Level Three decision within 10 business days of the hearing. The written response will state the College’s final administrative position on the complaint, including the reasoning behind the decision. This response marks the conclusion of PJC’s administrative grievance process, subject to the Board review option below.

Appeals Process at PJC - Level Four

If the Student did not receive the relief requested at Level Three, or if the time for a response has expired, the student may appeal to PJC's Board of Regents through the PJC's President's Office. For the Level Four Appeals submission, the student will submit another written Appeals Form. (The Appeals form is located in the student’s MyPJC portal under “Reports & Forms”.) 

The request must be filed within 10 business days of receiving the Level Three response (or within 10 days of its due date if no Level Three response was provided). The College President or designee will then schedule the complaint for consideration at an upcoming Board meeting and inform the student of the date, time, and place of that meeting. The Board appeal will be placed on the agenda in accordance with Board policy.

The College President or designee will inform the student of the date, time, and palce of the Board meeting at which the complaint will be on the agenda for presentation to the Board of Regents. The Board will consider the comlaint and give notice of its decision orally or in writing at any time up to and including the next regularly scheduled Board meeting. 

The President (or designee) will ensure that Board members receive the complete record of the complaint (Levels One, Two, and Three) prior to the meeting. The student may also request a copy of the Level Three record for their reference. If the college administration intends to present any new evidence to the Board that was not part of the Level Three record, the student must be given notice of the nature of that new evidence at least 3 days before the Board meeting.

The Board will decide, in compliance with the Texas Open Meetings Act and FERPA, whether the complaint will be heard in an open session or a closed session (to protect student privacy).

At the Board meeting, the student (or their designated representative) will be given an opportunity to present their complaint to the Board in a timed oral presentation. The College administration may also present its perspective or explain the rationale of the decisions at the lower levels. Board members may ask questions to either party for clarification. The Board will not take new evidence beyond what is in the record unless proper notice was given as above.

After hearing the presentations, the Board will deliberate and make a final decision. The Board may announce its decision at that meeting or at the next scheduled Board meeting. By policy, the Board has until the end of the next regular meeting to decide on the complaint.

The Board may vote to uphold the administration’s Level Three decision, modify the outcome, or grant appropriate relief to the student. If the Board does not reach a decision by the close of the next regular meeting, the complaint is considered closed with the Level Three decision upheld by default. The Board’s decision (or lack of action by the deadline) is final and exhausts the student’s internal remedies at PJC.

The final resolution letter should also inform the student of any further options, if applicable. contact THECB or other agencies if they believe applicable law or standard was violated).

Final Decisions

Once a final decision is reached (at whatever level the complaint is resolved or closed), the responsible administrator at the final level will ensure the student is promptly notified in writing of the outcome and that the case is closed in the records.

NOTE: In all cases (Levels One-Four), if the student withdraws the complaint or fails to appeal to the next level within the designated timeframe, the complaint may be considered resolved or inactive.

Freedom from Retaliation

Neither the PJC Board of Regents nor any PJC employee may unlawfully retaliate against any student(s) for bringing a concern or complaint. 

Related PJC Policy:  FLD(Legal) and FLD(Local) If any part of these processes or procedures conflicts with PJC Board Policies FLD (Legal) or FLD (Local), the Board policies shall govern and take precedence.

Further Appeals

At each level, strict timelines apply, written decisions are required, and records are maintained in PJC’s case management system. Students must exhaust all PJC grievance steps before seeking review by outside agencies such as the Texas Higher Education Coordinating Board (THECB). Certain issues—such as discrimination, student discipline, academic appeals, or campus police complaints—follow separate, specialized procedures rather than this general process.

This system ensures students’ rights are protected, retaliation is prohibited, and complaints are handled consistently in accordance with Board Policies FLD (Legal) and FLD (Local), state law, and accreditation standards.

After the Final Decision is made by PJC, the student has now exhausted PJC’s appeals process and may contact Texas Higher Education Coordinating Board (THECB) or PJC's accrediting body SACSCOC or other agencies if they believe applicable law or standard was violated.

Texas Higher Education Coordinating Board's (THECB) Student Complaints information

SACSCOC Complaint information

Student complaints relating to consumer protection laws offered under the terms and conditions of the State Authorization Reciprocity Agreement (SARA), must first be filed with the institution to seek resolution. If the Paris Junior College appeals process concludes and if resolution is not found, the student may contact the institution’s home state SARA Portal Entity. The website has links to further assist the student.