Student Grievance Policy
Fair, Prompt & Transparent Resolution.
How HSI receives, investigates, and resolves student complaints — and how to escalate if a concern remains unresolved.
Last updated: August 5, 2026
Hybrid Solutions Institute maintains a formal grievance procedure consistent with professional career school standards and the requirements of the Texas Workforce Commission (TWC School #S61575). Students are encouraged to raise concerns early so they can be addressed quickly and constructively.
1. Purpose
Hybrid Solutions Institute (HSI) is committed to resolving student concerns fairly, promptly, and without prejudice. This policy establishes a clear process for raising, investigating, and resolving grievances related to instruction, staff conduct, facilities, grading or evaluation, testing, tuition and refunds, accommodation requests, or any other aspect of a student’s experience at HSI.
2. Student Rights
Every HSI student has the right to:
- File a complaint without fear of retaliation, penalty, or adverse academic action.
- Receive a timely, written response to a formal complaint.
- Be treated with respect and impartiality throughout the process.
- Present supporting documentation and identify witnesses.
- Request an appeal of the initial determination.
- Escalate an unresolved complaint to the Texas Workforce Commission.
3. Informal Resolution Process
Most concerns are resolved quickly through direct conversation. Students are encouraged to first raise the issue with the instructor, proctor, or staff member involved within five (5) business days of the incident. If the concern involves that individual, or the student is not comfortable approaching them, the student may go directly to the School Director. If the concern involves the Director or the student prefers, the student may go directly to the School Owner, Shanead Sims. Staff will document the discussion and any agreed resolution.
4. Formal Complaint Process
If informal resolution is unsuccessful or inappropriate, the student may file a formal written complaint with the School Owner, Shanead Sims, at Contact@hybridsolutions.institute or by delivering it to the front office at 7457 Harwin Dr., Ste. 312, Houston, TX 77036. Formal complaints should be submitted within thirty (30) calendar days of the event giving rise to the grievance.
5. Required Documentation
A formal complaint should include:
- Student name, program of enrollment, phone number, and email address.
- Date(s) and location of the incident or issue.
- A factual description of the concern and the individuals involved.
- A summary of any informal resolution steps already attempted.
- Copies of supporting materials (emails, receipts, assignments, schedules, photos).
- The specific resolution or outcome the student is requesting.
6. Investigation Timeline
- HSI acknowledges receipt of a formal written complaint within three (3) business days.
- An impartial reviewer, who is not the subject of the complaint, is assigned to investigate.
- The investigation includes review of documentation and interviews with the student, staff, and any witnesses.
- The investigation is normally completed within ten (10) business days of acknowledgement; if additional time is required, the student is notified in writing with a revised completion date.
7. Written Response Timeline
HSI issues a written determination to the student within five (5) business days of completing the investigation. The response states the findings, the reasoning, any corrective action taken, and instructions for filing an appeal. Responses are delivered by email to the address on file and, on request, by mail.
8. Appeal Process
- A student may appeal in writing within ten (10) business days of receiving the written determination.
- The appeal must state the basis for disagreement and include any new information not previously available.
- Appeals are reviewed by Shanead Sims, School Owner, or a designated senior administrator not involved in the original decision.
- A written appeal decision is issued within ten (10) business days of receipt and is final at the institutional level.
9. Non-Retaliation Statement
HSI strictly prohibits retaliation against any student who files a grievance in good faith, participates in an investigation, or provides information as a witness. Retaliation is itself a violation of this policy and is subject to disciplinary action up to and including termination of employment or dismissal from the program.
10. Confidentiality
Grievance records are maintained in a confidential file separate from the student’s academic record and are shared only with individuals who have a legitimate need to know in order to investigate or resolve the matter, or as required by law or by a regulatory agency such as the Texas Workforce Commission.
11. External Complaint Information
If a complaint is not resolved to the student’s satisfaction through the institutional process, the student may file a complaint with an external agency. Complaints concerning certification examinations should be directed to the sponsoring exam vendor. Complaints concerning the school itself may be filed with the Texas Workforce Commission, as described below. HSI cooperates fully with all external reviews.
12. Texas Workforce Commission Information
Hybrid Solutions Institute is licensed by the Texas Workforce Commission, Career Schools and Colleges, TWC School #S61575. Students may file a complaint with:
- Texas Workforce Commission, Career Schools and Colleges, 101 East 15th Street, Austin, TX 78778-0001
- Phone: 512-936-3100
- Online: twc.texas.gov — Career Schools and Colleges student information
- TWC generally requires that a student first attempt to resolve the complaint through the school's internal grievance process.
13. Contact Information
Shanead Sims, School Owner — Hybrid Solutions Institute
7457 Harwin Dr., Ste. 312, Houston, TX 77036
Phone: 832-900-2002
Email: Contact@hybridsolutions.institute
Office hours: Monday–Friday, 9:00 AM – 5:00 PM