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:

  1. Students must first attempt to resolve their complaint using internal administrative procedures offered by the SARA institution.
  2. After all administrative remedies have been exhausted with the MA-SARA institution, the student may submit a SARA Complaint via the URL below.
  3. The Department shall send a copy of the complaint to the institution that is the subject of the complaint;
  4. 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

SARAInquiries@dhe.mass.edu

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