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General Policies

Complaint Resolution Procedures

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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.

Complaint Procedure for Employees and Third Parties:

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 1096. It is available online at: Revised: https://www.calstate.edu/eo/EO-1096-rev-10-5-16.html.

Complaint 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 Office of Equity & Diversity, FND 120. 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 an early resolution 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.

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

The Early Resolution process may be initiated by contacting the discrimination complaint officer (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 can proceed to the formal level. All informal complaints reported to other university employees must be referred to the Director of Equity & Diversity.

A formal complaint may be initiated by submitting a completed, signed complaint form to the Office of Equity & Diversity, FND 120. 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 & 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, FND 120, (562) 985-8256. See also http://www.csulb.edu/depts/oed/policies/complaints.html.

See also Executive Order 1097: http://www.calstate.edu/eo/EO-1097.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 & Diversity. If the complaint is not resolved in the informal process, the complaint can proceed to a formal level. See also Executive Order 1097: http://www.calstate.edu/eo/EO-1097.html

A formal complaint may be initiated by a student submitting a written, dated and signed statement to the Director of Equity & Diversity, FND 120. The complaint will be handled in accordance with Executive Order 1097: https://www.calstate.edu/eo/EO-1097-rev-10-5-16.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

For members of the campus community, guests, visitors, affiliates and associates, the Campus Complaint Resolution Procedure will apply. Forms are available in the Office of Equity & Diversity, FND 120. Please note: these complaint procedures are applicable if the alleged respondent is an employee, vendor, contractor, or visitor.

Campus Complaint Timeline

Pursuant to Executive Order 1097 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 1097. The timeline for the investigation shall not be extended pursuant to Article VI, Section G of Executive Order 1097 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 1097, 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 & Diversity, FND 120, (562) 985-8256. See Procedure for Student Complaints—Executive Order No. 1063 for details regarding the complaint requirements and complaint process: http://www.calstate.edu/eo/eo-1063.html. 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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