Out-of-State Complaint Procedures for Online Students

The State Authorization Reciprocity Agreement (SARA) is a national initiative to provide a voluntary, regional approach to state oversight of postsecondary distance education.  When states join SARA, they agree to follow uniform processes for approving their eligible institutions' participation.  Participation in SARA allows institutions to provide online courses outside of their own state borders by seeking and maintaining state approvals via a streamlined process. To learn more, visit NC SARA.

SUNY Sullivan is a member of the National Council for State Authorization Reciprocity Agreements (NC-SARA) and follows the complaint resolution policies and procedures outlined within the SARA Policy Manual and summarized here. Consumer protection complaints resulting from distance education courses, activities, and operations may be submitted to the office of The Vice President of Academic and Student Affairs for investigation and resolution. If a student is dissatisfied with the campus-based resolution, a concern may be submitted to System Administration of the State University of New York as outlined here. And, if still not satisfied, a complaint may be submitted, within two years of the incident about which the complaint is made, to the New York State Education Department as outlined here. Please note, this does not include complaints related to grades or student conduct violations, both of which are to be fully addressed via campus processes, not through the NC-SARA complaint resolution procedures.

Procedure for Filing Complaints (for Students Residing Outside NY)

SUNY Sullivan is committed to investigating consumer protection concerns raised by students in distance learning courses and/or programs, including but not limited to truthfulness in advertising and accuracy of data related to course offerings, job placements, tuition, fees, and financial aid.

Student complaints submitted to the Office of the Vice President of Academic & Student Affairs will be examined objectively and thoroughly. The Vice President will convene an ad hoc committee composed of representatives from the following areas as applicable: Academic Affairs, Registrar’s Office, Institutional Research Office, Office of Communication and Marketing, Financial Aid Office, and Finance and Administration. The committee will evaluate the merit of the complaint and make any appropriate recommendation(s) for resolution and/or redress to the Vice President. The Vice President will make a final determination and communicate to the student the institution’s official response to the complaint as well as any warranted redress.

If SARA students at SUNY Sullivan are not satisfied with the outcome of the institution’s complaint resolution process, they should submit their concern to the SUNY System via the Student Concerns webpage.  If SARA students at SUNY Sullivan are not satisfied with the outcome of the institution’s and SUNY’s complaint resolution processes, they should  contact the New York State Education Department in accordance with NC-SARA complaint procedures. Please note, this does not include complaints related to grades or student conduct violations, both of which are to be fully addressed via campus processes (Grievance Procedures for Student in Appealing Grades, Student Code of Conduct), not through the NC-SARA complaint resolution procedures.