Procedures for Handling Complaints

Procedure handling complaint

Kentucky State University prohibits discrimination in its programs based on race, color, national origin, religion, sex, age. Disability, and reprisal or retaliation for prior civil rights activity. Any person who believes that he/she has been discriminated against on one of the bases has the right to file a complaint.

All complaints should be handled in the utmost positive, professional, and confidential manner. When an individual voices a concern of a possible discrimination, listen carefully, and don’t respond defensively. Follow the procedures below:

  1. Let individual know that you take his/her concern seriously. Document what individual tells you and repeat back what you heard to ensure that your documentation is accurate.
  2. Ask concerned individual what he/she would like to see happen differently and inform him/her of their right to file a complaint. Inform the complainant that he/she may also file a written complaint with USDA and provide information on how to do this.
  3. If the individual is satisfied and does not want to file a formal complaint, follow steps below:
    • Inform your supervisor (supervisors should assist staff as needed to ensure compliance).
    • Write a letter to individual who reported the concern with a summary of the discussion, the corrective action to be taken or already taken. Remind individual of his/her right to file a formal complaint and include a copy of the non-discrimination statement.
    • Copy your supervisor on the letter and file a copy in the Civil Rights file.
  4. If the individual wishes to file a formal complaint, provide him/her with the “Discrimination Complaint Form” and follow the procedures below. All discrimination complaints received should be handled immediately. DON’T DEBATE A COMPLAINT.
    • Inform the complainant that the complaint will be forwarded to your supervisor and/or appropriate office.
    • Obtain the complainant’s contact information (name, email, telephone, and/or address) and let him/her know that someone will contact him/her regarding the complaint.
    • Document your conversation with the complainant.
    • Inform your supervisor and the Civil Rights Compliance Officer.
    • Upon notification, you will be advised as to further action. Don’t attempt to investigate the complaint yourself.

Information about the complaint process with the USDA is included in the non-discrimination statement and the “And Justice for All” poster. You are responsible for posting the non-discrimination statements and to have complaint forms available in case of concerns.   


KSU complies with state and federal equal opportunity laws and all employees are held accountable for compliance. See KSU HR Manual. Employees who are subjected to discrimination have the right to report complaint to the office of human resources as outlined in the HR Manual.

This institution is an equal opportunity provider.