Complaints
Non-Academic Complaint Resolution:
The process for resolution of a student complaint regarding student life and residence issues (non-academic) is for the student to communicate with his/her residence director, as applicable. If the matter is not resolved satisfactorily within a reasonable period of time, then the student’s complaint should be submitted in writing to the Director of Student Development. The student may be asked to meet with the Vice President for clarification of issues, and will receive a response in writing from the Vice President, with a copy going to the President. Appeals relative to student disciplinary issues are handled in accordance with the Community Accountability Program process detailed in the “Appeal of a Community Accountability Decision” section of the Student Handbook.
Academic Grievance:
The process for resolution of a student grievance regarding academic personnel and policy matters (non-student life) is for the student to communicate the grievance in writing to the Vice President of Academic Affairs. The student may be asked to meet with the Vice President for clarification of issues. Upon review of the grievance, the Vice President will then determine if it is necessary to bring the grievance to the Academic Affairs Committee. If a resolution is not determined, or if the student chooses to appeal the decision of the Academic Affairs Committee, the grievance will be submitted to the President’s Cabinet for a final decision. The student will receive a response in writing from the Vice President, with a copy going to the President.
Texas Student Complaint Policy:
Students can file a complaint with the Texas Higher Education Coordinating Board by visiting the Board’s Student Complaints page for forms and a description of the complaint procedure: www.highered.texas.gov/student-complaints. The web address for the rules governing student complaints is located in Title 19 of the Texas Administrative Code, Sections 1.110- 1.120, Texas Administrative Code.
Complainants shall submit student complaint forms through the online process provided on the agency's website, by electronic mail (email) to StudentComplaints@highered.texas.gov, or by hard copy sent to the Texas Higher Education Coordinating Board, Student Complaints, P.O. Box 12788, Austin, Texas 78711-2788. Facsimile (FAX) transmissions of the student complaint form are not accepted. All submitted complaints must include a student complaint form and a signed Family Educational Rights and Privacy Act (FERPA) Consent and Release form, which is at the bottom of the student complaint form. Submitted complaints regarding students with disabilities shall also include a signed Authorization to Disclose Medical Record Information form, which is at the bottom of the student complaint form.
Accreditation Commission:
https://www.tracs.org/complaints​
​
https://www.tracs.org/_files/ugd/a8a4b6_fc5a7fa572704771a928796e34f3351e.pdf
​
How to File a Complaint against an Institution Accredited by TRACS
1. Individuals making an inquiry to TRACS regarding complaint procedures or about issues and concerns that could be considered complaints against a member institution will be directed to the appropriate page of the TRACS website. This webpage will provide a link to the TRACS Complaints Policy (BP104) and access to the TRACS Complaint Processing Form. The Complaint Processing Form may be completed and submitted on-line or may be downloaded, completed, and mailed to the TRACS office. TRACS' response and its obligations to meet the specific timetables outlined in the policy will begin only after the complainant has submitted by either of the methods prescribed in this policy.
​
2. A formal complaint is one that:
a. Is submitted by either of the methods prescribed in the policy (see below).
b. Includes all required supporting documentation.
c. If mailed, is addressed to:
TRACS President
Transnational Association of Christian Colleges and Schools
15935 Forest Road
Forest VA 24551
​​
3. Once a complaint has been received, TRACS will acknowledge receipt of the complaint within 15 working days.
​
4. If the complaint was not submitted according to one of the methods prescribed in this policy, or if any relevant information is missing from the complaint, TRACS will contact the complainant with guidance that will allow the complainant to either refile the complaint or provide the necessary information.
​
Individuals intending to file an official complaint with TRACS should review and be familiar with the specifics of the TRACS Complaint Policy before proceeding with the submission of a Complaint Processing Form.
​
Complaints may be submitted in either of the following ways:
1. Download, print, complete, and submit the Complaint Processing Form to the TRACS office by mail.
2. Complete and submit the Complaint Processing Form online.
Once a Complaint Processing Form has been submitted, TRACS will follow the procedures outlined in the TRACS Complaint Policy in processing the complaint.
​
​
SARA Student Complaint Process:
Complaints against a SARA participating institution must first go through the institution's own grievance procedures. All complaints regarding student grades or conduct violations are governed by the institution and the laws of the institution's home state.
If a student is not satisfied with the outcome of the institutional grievance process, the student may appeal, within two years of the incident, to the SARA portal agency of the institution's home state.
​
For all complaints regarding Texas degree-granting postsecondary institutions participating in SARA, complete the Student Complaint and Release Form and email the form to StudentComplaints@highered.texas.gov.
​
For questions regarding SARA policies and procedures, please contact Cathie Maeyaert at cathie.maeyaert@highered.texas.gov
For more information, visit: https://nc-sara.org/sara-student-complaints-0
​
​Students may find the SARA complaint policy on Messenger College website's Consumer Information page or in the Academic Catalog (available on the website).
​
​