Student Complaint Process
When submitting complaints, there are different avenues for students completing their education in the state of Massachusetts and those completing their education outside of Massachusetts through distance education (e.g. online courses or programs).
As required by the NC-SARA student complaint process, a student must first attempt to resolve and file their complaint at the institution. For complaints not resolved at the institutional level, a student may file an appeal in one of the following ways (dependent on their state of residence):
*Note that complaints regarding grades and general student conduct issues are not governed by this distance education complaint process.
For Massachusetts Residents and Online Students in Non-SARA Member States and Territories
Student complaints not resolved at the institutional level who have followed all grievance procedures and protocols defined by the University and reside in the state of Massachusetts or non-SARA Member States/Territories the right to file a consumer complaint with the Massachusetts Department of Higher Education (DHE) by using the consumer complaint form. The Massachusetts DHE consumer complaint form should be used by students who are located in:
- Massachusetts
- Non-SARA Member States or Territories (e.g., California, Guam, etc.)
More information about Massachusetts’ DHE complaint processes can be found here.
For Online Students Located in SARA Member States and Territories
Mass General Hospital Institute of Health Professionals operates under the approval of “NC-SARA” (National Council for State Authorization Reciprocity Agreements). Students based outside of Massachusetts (in a SARA member state/territory) who have a consumer-protection-based complaint regarding a distance education program should first seek to resolve such a complaint within the school in which the student is registered.
Student complaints not resolved at the institutional level who have followed all grievance procedures and protocols defined by the University, and reside in a SARA member state outside of Massachusetts, pursuant to the SARA Complaint Process, have the right to file a consumer complaint with the Department of Higher Education (DHE) by using the SARA complaint form. The DHE SARA complaint form should be used by students who are located in SARA member states and territories. This includes all students who are located in SARA member states and territories for the purposes of completing out-of-state learning placements, such as internships, practica, clinical experiences, etc. in SARA member states and territories outside of Massachusetts.
Additional information from the DHE’s SARA complaint website is below.
The SARA complaint process is as follows:
- Students must first attempt to resolve their complaint using internal administrative procedures offered by the SARA institution.
- After all administrative remedies have been exhausted with the MA-SARA institution, the student may submit a SARA Complaint via the URL below.
- The Department shall send a copy of the complaint to the institution that is the subject of the complaint;
- Within 30 days of the date that the Department sends a copy of the complaint to the institution, the institution must provide a written response to the student and the Department.
As an additional resource, you may find a list below including contact information for consumer complaints to all 50 states, the District of Columbia, and the U.S. territories. However, students should follow the complaint procedures outlined above.
Note: This list includes contact information for all 50 states, the District of Columbia, and the U.S. territories and should not be construed as informative of what agencies regulate the institution or in what states the institution is authorized to operate. States, through the relevant agencies or Attorneys General Offices will accept complaints regardless of whether an institution is authorized to operate in that state. Also, the University does not maintain the state and territory websites, and information may change without the University’s knowledge.
STUDENT COMPLAINT PROCESS
When submitting complaints, there are different avenues for students completing their education in the state of Massachusetts and those completing their education outside of Massachusetts through distance education (e.g. online courses or programs).
As required by the NC-SARA student complaint process, a student must first attempt to resolve and file their complaint at the institution.
Mass General Hospital Institute of Health Professionals attempts to resolve student complaints within its academic and administrative departments. Students who wish to have classroom related course concerns addressed are expected to follow the Informal Grievance Process.
For complaints not resolved at the institutional level, a student may file an appeal in one of the following ways (dependent on their state residence):
NC-SARA Member Out-Of-State Student Complaint Contact Information
Mass General Hospital Institute of Health Professionals operates under the approval of “NC-SARA” (National Council for State Authorization Reciprocity Agreements). Students based outside of Massachusetts who have a consumer-protection-based complaints regarding a distance education program should first seek to resolve such a complaint within the school in which the student is registered.
*Note that complaints regarding grades and general student conduct issues are not governed by this distance education complaint process.
For those student complaints not resolved at the institutional level who have followed all grievance procedures and protocols defined by the school, and reside in a SARA member state outside of Massachusetts, pursuant to the SARA Complaint Process, please contact the Massachusetts SARA State Portal Agency.
NC-SARA State Portal Contact: Alex Nally
SARA Coordinator
Massachusetts Department of Higher Education
One Ashburton Pl., Room 1401
Boston, MA 02108
617.994.6910
Massachusetts Resident Student Complaint Contact Information
Student complaints not resolved at the institutional level who have followed all grievance procedures and protocols defined by the school, and reside in Massachusetts, have the right to file a complaint with the Massachusetts Board of Higher Education. The contact information can be found on Massachusetts Department of Higher Education.
Non-SARA Member Out-of-State Student Complaint Contact Information
Students who have complaints that have not been resolved through contact with the University and who do not live in a SARA member state may seek advisement from the appropriate office in the student’s state of residence, listed below.
Note: This list includes contact information for all 50 states, the District of Columbia, and the U.S. territories and should not be construed as informative of what agencies regulate the institution or in what states the institution is authorized to operate. States, through the relevant agencies or Attorneys General Offices will accept complaints regardless of whether an institution is authorized to operate in that state. Also, the University does not maintain the state and territory websites, and information may change without the University’s knowledge.
ALABAMA
In writing: Alabama Community College System
Attn: Division of Academic and Student Affairs
PO Box 302130
Montgomery, AL 36130-2130
By phone: 334.293.4500
On the Internet: Alabama Community College System
ALASKA
In writing: Alaska Commission on Postsecondary Education
PO Box 110505,
Juneau, Alaska 99811-0505
By phone: 907.465.6741
On the Internet: Alaska Commission on Postsecondary Education
ARIZONA
In writing: Arizona State Board for Private Postsecondary Education
1740 W. Adams St., Suite 3008
Phoenix, AZ 85007
By phone: 602.542.5709
On the Internet: Arizona State Board for Private Postsecondary Education
ARKANSAS
In writing: Arkansas Division of Higher Education
423 Main St., Suite 400
Little Rock, AR 72201-3818
By phone: 501.371.2000
On the Internet: Arkansas Division of Higher Education
CALIFORNIA
In writing: California Department of Consumer Affairs
Consumer Information Center
1625 North Market Blvd., Suite N-112
Sacramento, CA 95834
By phone: 833.942.1120
On the Internet: California Department of Consumer Affairs
COLORADO
In writing: Colorado Department of Higher Education
Commission on Higher Education
1600 Broadway, Suite 2200
Denver, CO 80202
By phone: 303.862.3001
On the Internet: Colorado Department of Higher Education
CONNECTICUT
In writing: Connecticut Office of Higher Education
450 Columbus Blvd., Suite 707
Hartford, CT 06103-1841
By phone: 860.947.1800
On the Internet: Connecticut Office of Higher Education
DELAWARE
In writing: Delaware Department of Education
The Townsend Building
401 Federal St., Suite 2
Dover, DE 19901-3639
By phone: 302.735.4000
On the Internet: Delaware Department of Education
FLORIDA
In writing: Commission for Independent Education
325 W. Gaines St., Suite 1414
Tallahassee, Florida 32399-0400
By phone: 850.245.0505
On the Internet: Florida Department of Education
GEORGIA
In writing: Georgia Nonpublic Postsecondary Education Commission
2082 E. Exchange Pl., Suite 220
Tucker, GA 30084
By phone: 770.414.3300
On the Internet: Georgia Nonpublic Postsecondary Education Commission
HAWAII
In writing: Business Registration Division of the Hawaii Department
of Commerce and Consumer Affairs
PO Box 40
Honolulu, HI 96810
By phone: 808.586.2727
On the Internet: Hawaii Department of Commerce and Consumer Affairs
IDAHO
In writing: Idaho State Board of Education
State Authorization Program Manager
PO Box 83720
Boise, ID 83720-0037
By phone: 208.332.1587
On the Internet: Idaho State Board of Education
ILLINOIS
In writing: Illinois Board of Higher Education
1 N. Old State Capitol Plaza, Suite 333
Springfield, IL 62701-1377
By phone: 217.782.2551
On the Internet: Illinois Board of Higher Education
INDIANA
In writing: Board for Proprietary Education Indiana Commission for Higher Education
101 W. Ohio St., Suite 300
Indianapolis, IN 46204
By phone: 317.464.4400
On the Internet: Indiana Commission for Higher Education
IOWA
In writing: Iowa College Student Aid Commission
475 SW Fifth St., Suite D
Des Moines, IA 50309
By phone: 877.272.4456
On the Internet: Iowa College Aid
KANSAS
In writing: Kansas Board of Regents
1000 SW Jackson St., Suite 520
Topeka, KS 66612-4240
By phone: 785.430.4240
On the Internet: The Kansas Board of Regents
KENTUCKY
In writing: Kentucky Council on Postsecondary Education
100 Airport Rd.
Frankfort, KY 40601
By phone: 502.573.1555
On the Internet: Kentucky Council on Postsecondary Education
LOUISIANA
In writing: State of Louisiana Board of Regents
1201 N. Third St., Suite 6-200
Baton Rouge, LA 70802
By phone: 225.342.4253
On the Internet: State of Louisiana Board of Regents
Alternate contact:
In writing: Office of the Attorney General
Consumer Protection Section
P.O. Box 94005
Baton Rouge, LA 70804-9005
By phone: 225.326.6464 or 800.351.4889
MAINE
In writing: Maine Department of Education
23 State House Station
Augusta, ME 04333-0023
By phone: 207.624.6600
On the Internet: Maine Department of Education
MARYLAND
In writing: Maryland Higher Education Commission (MHEC)
6 N. Liberty St., 10th Floor
Baltimore, MD 21201
By phone: 410.767.3301
On the Internet: Maryland Higher Education Commission
Alternative contact:
In writing: Maryland Office of the Attorney General
200 St. Paul Place
Baltimore, MD 21202
By phone: 410.576.6300 or 888.743.0023
On the Internet: Maryland Office of the Attorney General
MASSACHUSETTS
In writing: Massachusetts Board of Higher Education
One Ashburton Place, Suite 1401
Boston, MA 02108-1696
By phone: 617.994.6950
On the Internet: Massachusetts Department of Higher Education
MICHIGAN
In writing: Michigan Department of Education
PO Box 30008
Lansing, MI 48909
By phone: 517.373.9235
On the Internet: Michigan Department of Education
MINNESOTA
In writing: Minnesota Office of Higher Education
1450 Energy Park Dr., Suite 350
St. Paul, MN 55108
By phone: 651.259.3975 or 800.657.3866
On the Internet: Minnesota Office of Higher Education
MISSISSIPPI
In writing: Mississippi Commission on College Accreditation
3825 Ridgewood Rd.
Jackson, MS 39211
By phone: 601.432.6372
On the Internet: Mississippi Commission on College Accreditation
MISSOURI
In writing: Missouri Department of Higher Education & Workforce Development
301 W. High St.
Jefferson City, MO 65101
By phone: 573.751.2361
On the Internet: Missouri Department of Higher Education & Workforce Development
MONTANA
In writing: Montana University System
Office of the Commissioner of Higher Education
560 N. Park Ave.
PO Box 203201
Helena, MT 59620-3201
By phone: 406.449.9124
On the Internet: Montana Office of the Commissioner of Higher Education
NEBRASKA
In writing: Nebraska Coordinating Commission for Postsecondary Education
ATTN: Complaints
PO Box 95005
Lincoln, NE 68509-5005
By phone: 402.471.2847
On the Internet: Nebraska Coordinating Commission for Postsecondary Education
NEVADA
In writing: Nevada Commission on Postsecondary Education
2800 E. St. Louis Avenue
Las Vegas, NV 89104
By phone: 702.486.7330
On the Internet: Nevada Commission on Postsecondary Education
NEW HAMPSHIRE
In writing: New Hampshire Department of Education
101 Pleasant Street
Concord, NH 03301-3494
By phone: 603.271.3494
On the Internet: New Hampshire Department of Education
NEW JERSEY
In writing: New Jersey Office of the Secretary of Higher Education
ATTN: Complaints
P.O. Box 542
Trenton, New Jersey 08625-0542
By phone: 609.292.4310
On the Internet: New Jersey Office of the Secretary of Higher Education
NEW MEXICO
In writing: New Mexico Higher Education Department
2044 Galisteo St., Suite 4
Santa Fe, NM 87505-2100
By phone: 505.476.8400
On the Internet: New Mexico Higher Education Department
NEW YORK
In writing: New York State Education Department
Office of College and University Evaluation
89 Washington Avenue
EBA Room 960
Albany, New York 12234
By phone: 518 486-3633
On the Internet: New York State Office of Higher Education
NORTH CAROLINA
In writing: North Carolina Post-Secondary Education Complaints
910 Raleigh Road
Chapel Hill, NC 27514
By phone: (919) 962-4558
On the Internet: North Carolina Post-Secondary Education
Alternative contact:
In writing: Consumer Protection Division
Attorney General’s Office
Mail Service Center 9001
Raleigh, NC 27699-9001
By phone: 877.566.7226 or 919.716.6000 (En Espanol (919) 716-0058)
On the Internet: North Carolina Department of Justice
NORTH DAKOTA
In writing: North Dakota University System
Core Technology Services
2000 44th St. SW, Suite 301
Fargo, ND 58103
By phone: unknown
On the Internet: North Dakota University System
OHIO
In writing: Ohio Department of Higher Education
25 South Front Street
Columbus, OH 43215
By phone: 614.728.3095
On the Internet: Ohio Department of Higher Education
OKLAHOMA
In writing: Oklahoma State Regents of Higher Education
655 Research Pkwy, Suite 200
Oklahoma City, OK 73104-3603
By phone: 405.225.9100 or 405.225.9142
On the Internet: Oklahoma State Regents for Higher Education
OREGON
In writing: Oregon Higher Education Coordinating Commission
3225 25th Street SE
Salem, Oregon 97302
By phone: 503.947.2448
On the Internet: Oregon Higher Education Coordinating Commission
PENNSYLVANIA
In writing: Pennsylvania Department of Education
Office of Chief Counsel
333 Market Street, 9th Floor
Harrisburg, PA 17126-0333
By phone: 717.783.6788
On the Internet: Pennsylvania Department of Education
PUERTO RICO
In writing: Consejo de Educacion Superior de Puerto Rico/
Puerto Rico Council on Higher Ed.
PO BOX 9023271
San Juan, PR 00902-3271
By phone: 787.722.2121
On the Internet: Puerto Rico Departamento de Estado
RHODE ISLAND
In writing: Rhode Island Office of the Postsecondary Commissioner
560 Jefferson Blvd.
Warwick, RI 02886-1304
By phone: 401.736.1100
On the Internet: Rhode Island Office of the Postsecondary Education Commission
SOUTH CAROLINA
In writing: South Carolina Commission on Higher Education
1122 Lady Street Suite 300
Columbia, SC 29201
By phone: 803.737.3918
On the Internet: South Carolina Commission on Higher Education
SOUTH DAKOTA
In writing: South Dakota Board of Regents
306 East Capitol Ave Suite 200
Pierre, SD 57501
By phone: 605 773 3455
On the Internet: South Dakota Secretary of State
TENNESSEE
In writing: Tennessee Higher Education Commission
Parkway Towers, Suite 1900
404 James Robertson Pkwy
Nashville, TN 37243-0830
By phone: 615.741.5293 or 615.253.8857
On the Internet: Tennessee Higher Education Commission & Student Assistance Corporation
TEXAS
In writing: Texas Workforce Commission
Career Schools and Colleges-Rm 226-T
101 East 15th Street
Austin, TX 78778-0001
By phone: 512.936.3100
On the Internet: Texas Workforce Commission
Texas Alternate Contact #1:
In writing Texas Higher Education Coordinating Board
Office of General Counsel
P.O. Box 12788
Austin, TX 78711-2788
By phone: 512.427.6101
On the Internet: Texas Higher Education Coordinating Board
Texas Alternate Contact #2:
In writing Texas Office of the Attorney General
Consumer Protection Division
P.O. Box 12548
Austin, TX 78711-2548
On the Internet: Texas Office of the Attorney General
UTAH
In writing: Utah System of Higher Education State Board of Regents
60 South 400 West
Salt Lake City, UT 84101-1284
By phone: 801.321.7200 or 1.800.418.8757
On the Internet: Utah System of Higher Education
VERMONT
In writing: Vermont Agency of Education
219 North Main St., Suite 402
Barre, VT 05641
By phone: 802.479.1030
On the Internet: Vermont Agency of Education
Vermont Alternate Contact:
In writing: Vermont Attorney General’s Office
109 State Street
Montpelier, VT 05609-1001
By phone: 802.828.3171
VIRGINIA
In writing: State Council of Higher Education for Virginia
James Monroe Building
101 N. 14th St., 10th Floor
Richmond, VA 23219
By phone: 804.225.2600
On the Internet: State Council of Higher Education for Virginia
WASHINGTON
In writing: Washington Student Achievement Council
917 Lakeridge Way SW
Olympia, WA 98502
By phone: 360.753.7625
On the Internet: Washington Student Achievement Council
WASHINGTON D.C.
In writing: Office of the State Superintendent of Education
Higher Education Licensure Commission
1050 First St. NE
Washington, DC 20002
By phone: 202.724.7860
On the Internet: Washington, DC Office of the State Superintendent of Education
WEST VIRGINIA
In writing: West Virginia Higher Education Policy Commission
1018 Kanawha Boulevard East, Suite 700
Charleston, WV 25301
By phone: 304.558.2101
On the Internet: West Virginia Higher Education Policy Commission
WISCONSIN
In writing: State of Wisconsin
Educational Approval Program
P.O. Box 8366
Madison, WI 53708-8366
By phone: 608.266.1996
On the Internet: Wisconsin Department of Safety and Professional Services
WYOMING
In writing: Wyoming Department of Education
122 W. 25th St., Suite E200
Cheyenne, WY 82002
By phone: 307.777.7675
On the Internet: Wyoming Department of Education
AMERICAN SAMOA
In writing: Office of Protection and Advocacy
Attn: Dr. Peter Tinitali
Executive Office Building
Pago Pago, American Samoa 96799
By phone: 684.699.2441
On the Internet: American Samoa Office of Protection & Advocacy
GUAM
In writing: Office of Attorney General
287 W O’Brien Dr.
Hagatna, Guam 96910
By phone: 671.475.3324
On the Internet: Guam Office of Attorney General
NORTHERN MARIANA ISLANDS
In writing: State Higher Education Agency, Northern Marianas College
POB 501250
Saipan MP 96950-1250
Northern Mariana Islands Alternate Contact:
In writing: Office of Attorney General
Juan A Sablan Memorial Bldg.
Capital Hill,
Caller Box 10007, Saipan, MP 96950
By phone: 670.234.5498
On the Internet: Northern Mariana Islands Office of the Attorney General
U.S. VIRGIN ISLANDS
In writing: Government of the U.S. Virgin Islands
Department of Licensing and Consumer Affairs
Golden Rock Shopping Center,
3000 Estate Golden Rock, Suite 9, St. Croix, VI 00820
By phone: 340.713.2754
On the Internet: Government of the U.S. Virgin Islands