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California State University, Long Beach
2013-2014 CSULB University Catalog

General Policies and Regulations

Complaint Resolution Procedures

Resolution of discrimination, harassment and retaliation complaints is available to all members of the University community. The procedures vary, but are all intended to resolve complaints in a timely and responsive manner at the earliest possible stage.

Complaints Procedure for Employees:

For employees represented by a collective bargaining agreement, the collective bargaining agreement outlines procedures, process and timelines. Information is available from your campus union representative, or online at http://www.calstate.edu/LaborRel/Contracts_HTML/contracts.shtml

For employees not eligible to file a complaint or grievance under a collective bargaining agreement or whose collective bargaining agreement incorporates CSU system-wide complaint procedure, the complaint procedure is outlined in CSU Executive Order 928. It is available online at: http://www.calstate.edu/EO/EO-928.html

Complaints Procedure for Campus Community, Guests, Visitors, Affiliates, and Associates:

For members of the campus community, guests, visitors, affiliates and associates, the Campus Complaint Resolution Procedure will apply. Forms are available in the Equity & Diversity Office of Equity & Diversity, USU 301. Please note: these complaint procedures are applicable if the alleged respondent is an employee, vendor, contractor, or visitor.

Complaint Procedure for Student Complaint Against a Non-Student

The university has developed both informal and formal processes for the resolution of discrimination and harassment complaints. Individuals may utilize either of these avenues to resolve a complaint. Both of these processes are designed to resolve complaints in a timely and responsive manner at the earliest possible stage. Complaints must be filed no later than 180 days from the date of the alleged offense.

A discrimination complaint resolution officer (Larisa Hamada, Title IX Coordinator, director of Equity and Diversity) has been appointed by the university president. This individual serves as a resource for any member of the campus community.

An informal complaint may be initiated by contacting the discrimination complaint officer (director of Equity and Diversity). If the proposed remedy is unsatisfactory to the complainant, or if the complaint is not resolved in the informal process, the complaint can proceed to the formal level. All informal complaints reported to other university employees must be referred to the director of Equity and Diversity.

A formal complaint may be initiated by submitting a completed, signed complaint form to the Office of Equity and Diversity, USU-301. The complainant will be required to provide an account of the alleged incident, to describe what effect it has caused, and to propose what remedy is sought. Formal complaint procedures include notification to the individual charged with prohibited behavior. In the formal process, an investigation will be conducted by the discrimination complaint officer (director of Equity and Diversity) and his/her findings will be reported to the appropriate division executive. The division executive will take appropriate action.

The full text of these procedures, including timelines, is available from the Office of Equity and Diversity, USU-301, (562) 985-8256. See also http://www.csulb.edu/depts/oed/policies/complaints.html.

See also Executive Order 1074: http://www.calstate.edu/eo/EO-1074.html.

Complaint procedure for a student complaint against another student(s)

Students may seek assistance with resolving a complaint by initiating an informal discussion with Larisa Hamada, Title IX Coordinator, director of Equity and Diversity. If the complaint is not resolved in the informal process, the complaint can proceed to a formal level. See also Executive Order 1074: http://www.calstate.edu/eo/EO-1074.html

A formal complaint may be initiated by a student submitting a written, dated and signed statement to the director of Equity and Diversity, USU-301. The complaint will be handled in accordance with Executive Order 1074: http://www.calstate.edu/eo/EO-1074.html

Note: Students may seek assistance with resolving a complaint against an employee of an auxiliary organization (Associated Students, CSULB Foundation and Forty Niner Shops) by contacting the appropriate office listed below:

Campus Complaint Procedure for Campus Community, Guests, Visitors, Affiliates, and Associates- Informal

This procedure is initiated by speaking with your immediate supervisor or Larisa Hamada, Director of Equity & Diversity.

The Office of Equity & Diversity is expected to: provide information about University policy and procedures, ensure the safety and security of the complainant in the immediate environment, ensure the due process of the individual(s) charged, ensure confidentiality to the extent possible by and with all parties, report the complaint to the Director of Equity & Diversity within five (5) working days from receipt of the complaint, consult with the Director of Equity & Diversity at least once per week until the complaint is resolved, an outcome is reached, or the complaint is referred to the Director of Equity & Diversity for review and consideration, maintain notes of the complaint and log of all contacts made, report monthly to the Director of Equity & Diversity of the number, nature, and outcome of the complaints. The outcome of all informal complaints must be reported to the Director of Equity & Diversity. If the proposed remedy is unsatisfactory to the complainant, or if the complaint is not resolved in the informal process, the complaint may proceed to the formal level.

Campus Complaint Procedure for Campus Community, Guests, Visitors, Affiliates, and Associates - Formal

An allegation becomes a formal complaint only when it is filed in writing on an official University discrimination complaint resolution form and is signed, or when the Director of Equity & Diversity files the complaint. The form is available from the Equity & Diversity Office of Equity & Diversity.

The alleged offender will be notified of the complaint by the Director of Equity & Diversity. The alleged offender is required to respond in writing.

If agreement is reached, the Director of Equity & Diversity shall provide all concerned parties with a written statement of the resolution.

If agreement is not reached, the Director of Equity & Diversity will proceed to evaluate the applicability of University policy prohibiting discrimination, harassment, and retaliation to the alleged behavior.

The Office of Equity & Diversity is authorized to interview anyone deemed necessary to the investigation. The investigation will be completed in a timely manner in alignment with the procedure outlined by the collective bargaining agreement or Executive Order.

Time limits may be extended or waived by the President or upon request of the Director of Equity & Diversity.

At the conclusion of the investigation, the Director of Equity & Diversity will submit a report of the complaint, investigation and findings and recommendations to all concerned parties, and the appropriate division executive. The division executive will notify the Director of Equity & Diversity of resulting action.

Campus Complaint Timeline

Pursuant to Executive Order 1074 a student/applicant for admission (applicant) on any one of the 23 campuses of the California State University may file a complaint related to discrimination, harassment, or retaliation.

Immediately following a discriminatory, harassing, or retaliatory act/action, or as soon as possible thereafter, students/applicants who believe they are or may have been victims of discrimination, harassment or retaliation, may initiate the Informal Resolution process to receive information and advice about the procedures that exist for resolving such matters.

For the purpose of this executive order, day is defined as work day which means Monday through Friday, excluding all official holidays or campus closures at the campus where the complaint originated.

Within twenty (20) work days after the end of the academic term (semester/quarter), in which the most recent alleged discriminatory/harassing/retaliatory act occurred, a student/applicant may file a formal discrimination/harassment/retaliation complaint.

Within ten (10) work days of receipt of a formal complaint, an intake interview shall be conducted with the student/applicant.

Within sixty (60) work days of the initial intake interview of a formal complaint, the investigator shall complete his/her investigation, write and submit the investigative report to the campus designated Management Personnel Plan (MPP) employee responsible for the implementation of, and compliance with, Executive Order 1074. The timeline for the investigation shall not be extended pursuant to Article VI, Section G of Executive Order 1074 for a period longer than an additional sixty (60) days.

Within ten (10) work days of the receipt of the investigative report, the campus designated Management Personnel Plan employee shall review the investigative report and notify the student/applicant in writing of the outcome of the campus investigation. If the same Management Personnel Plan employee is the person who investigated the complaint, he/she shall provide the student/applicant with notification of the outcome of the campus investigation within ten (10) work days of completing the report. A separate notification shall be provided to the accused(s), indicating whether or not the allegations at Formal Level I were substantiated.

Within ten (10) work days of receipt of the Formal Level I decision, the student/applicant may file a written appeal with the Office of the Chancellor.

Within sixy (60) work days of receipt of a written appeal to the Office of the Chancellor (CO), the CO designee shall respond to the complainant. A separate notification shall be provided to the accused(s), indicating whether or not the allegations at Formal Level II were substantiated.

The CSU review of a written complaint filed by a student/applicant under this executive order shall end following a final decision by the CO designee.

The timelines noted above may be extended for the following reasons:

If the student/applicant, the accused, a witness, the campus investigator/CO designee, or other necessary person involved in the complaint process is unavailable because of any reason deemed to be legitimate by the campus investigator/CO designee, the timelines in this executive order will be automatically adjusted according to the period of absence. The student/applicant will receive written notification of the period of extension.

Timelines set forth herein may also be extended by mutual agreement. If the student/applicant does not agree or does not respond to the CSU's request for a timeline extension, the CSU will respond to the complaint/appeal within the timelines set forth in this executive order. In that event, the response will be interim in nature as it will be based upon the information available at the time. The interim response will note that the investigation/review is continuing until the CSU is satisfied its duty to respond appropriately to the allegation(s) has been discharged. The interim response should include a summary of the allegations, a description of the investigative/review process, and should also provide the student/applicant with an anticipated date of completion of the investigation/review, whereupon the final response will be issued. Pursuant to Executive Order 1074, the timeline shall not be extended for a period longer than an additional 30 work days from the original due date.

Student Complaint Procedure

The California State University takes very seriously complaints and concerns regarding the institution. If you have a complaint regarding the CSU, you may present your complaint as follows:

  • (1) If your complaint concerns CSU’s compliance with academic program quality and accrediting standards, you may present your complaint to the Western Association of Schools and Colleges (WASC) at http://www.wascsenior.org/comments. WASC is the agency that accredits the CSU's academic program.
  • (2) If your complaint concerns an alleged violation by CSU of a state law, including laws prohibiting fraud and false advertising, you may present your claim to the campus president or to the Office of Equity and Diversity, USU-301, (562) 985-8256. They will provide guidance on the appropriate campus process for addressing your particular issue.

If you believe that your complaint warrants further attention after you have exhausted all the steps outlined by the president or designee, or by WASC, you may file an appeal with the Associate Vice Chancellor, Academic Affairs at the CSU Chancellor's Office. This procedure should not be construed to limit any right that you may have to take civil or criminal legal action to resolve your complaint.

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General Policies and Regulations