State Authorization Reciprocity Agreement (NC-SARA)

Complaint Procedures

Student Consumer Complaints

Hilbert College is committed to addressing student concerns promptly, fairly, and in accordance with institutional policy. Students are required to seek resolution of any issues or complaints directly with the College before contacting an external agency. Most concerns can be resolved through the procedures outlined in the Student Handbook and other applicable College policies.

If a matter is not covered by an existing policy or procedure, students should follow the Institutional Complaint Procedure for guidance on how to file a complaint. In accordance with SARA policies, this process does not cover complaints related to grades or student conduct violations.

Only after all institutional processes have been completed should a complaint be submitted to an external agency in accordance with NC-SARA complaint process.

Appeals

If you believe that Hilbert has not adequately resolved your concern, you may submit a complaint to the New York State Education Department (NYSED) by following the procedures outlined on the NYSED website. Furthermore, students retain the right to appeal the institution’s decision to the SARA State Portal Entity in New York State within two years of the incident giving rise to the complaint.

NYSED SARA Student Complaint Process

Complaints from students enrolled in courses offered under Hilbert College’s SARA participation must be submitted to the SARA State Portal Entity (SPE), which in New York is the Authorization Unit (IHEAuthorize@nysed.gov).

Guidance for Distance Education Students Residing Outside NYS

The National Council for State Authorization Reciprocity Agreements (NC-SARA) is an agreement among member states, districts, and territories that establishes national standards for the interstate delivery of postsecondary distance education courses and programs. States and institutions, including Hilbert College, that participate in NC-SARA are required to uphold specified standards of performance and consumer protection.

Out-of-state online students retain the right to file a complaint if they believe their rights as consumers have been violated. If you have exhausted our internal complaint procedures and the issue remains unresolved, you may escalate your complaint to the SARA State Portal Entity.

Institutional Complaint Procedure

Hilbert College has established an internal grievance procedure to ensure the equitable resolution of complaints that are not covered under any other formal or informal institutional policy or grievance process. The Institutional Complaint Procedure (ICP) does not apply to complaints related to academic grievances, Title IX, student conduct violations, or grade appeals, which are addressed separately in the Student Handbook and related College policies.

In cases where there is no other formal or informal grievance procedure or policy established, a consumer complaint may be filed according to the following procedure:

1. A complaint must be submitted in writing using the official Consumer Complaint Form. The complaint should provide sufficient detail to allow the College to conduct an appropriate review and must include any requested resolution or desired outcome.
2.  Within five (5) business days of receipt, the complainant will receive written acknowledgment of the submission. A designated College administrator will review the complaint and may contact the complainant for additional information.
   • If the complaint includes a requested resolution or outcome, the administrator (or designee) will issue a written response within forty-five (45) calendar days of receiving the complaint.
   • Complaints submitted without a requested resolution or outcome may still be investigated but do not require a written response from the College.
3. Upon completion of the internal review, the complainant will receive a written response detailing the outcome of the investigation. If the complainant is not satisfied with the outcome, an appeal may be submitted to the Office of the President within fourteen (14) calendar days of receiving the written decision. Appeals may be filed only in cases where a specific resolution or outcome was requested in the original complaint.

In accordance with New York State Education Department (NYSED) regulations, consumer complaints from New York State residents may be filed within two (2) years of the alleged incident(s). Complaints should be submitted to NYSED only after all institutional complaint procedures have been fully exhausted.

Note: Complaints concerning grades, student conduct violations, or disciplinary actions cannot be appealed to NYSED or other state portals.

Submit a Complaint