Student Complaint and Resolution Process – Online

Nichols College makes every effort to resolve student complaints internally using policies and procedures outlined in the current College Catalogs and Student Handbook. The institutional complaint process for distance learning (Hy-Flex courses) is consistent for all students regardless of physical location. Students should utilize all such administrative procedures to address concerns and/or complaints in a timely manner. Those resources include, but are not limited to:

Academic Honesty Violations & Grade Appeals

Academic Honesty Violations and Academic Grade Appeals policies can both be found in our current course catalog.

State Authorization Reciprocity Agreement (SARA)

Distance education students may file a complaint with Department of Higher Education based on where they are located. Nichols College is a member of NC-SARA (National Council for State Authorization Reciprocity Agreement). Initial responsibility for the investigation and resolution of distance learning complaints resides with Nichols College. Further consideration and resolution, if necessary, is the responsibility of the SARA Portal Entity, and other responsible agencies for Higher Education in Massachusetts.

For Massachusetts Residents and Online Students in Non-SARA Member States and Territories

After you have exhausted the complaint procedures made available by Nichols College located above, if your complaint has not been resolved, you may file a complaint with the Massachusetts Department of Higher Education (DHE) by using the general complaint form. The DHE general complaint form should be used by students who are located in:

  • Massachusetts
  • Non-SARA Member States or Territories (e.g., California, Guam, etc.)

For Online Students Located in SARA Member States and Territories

After you have exhausted the complaint procedures made available by Nichols College located above, if your complaint has not been resolved, you may file a complaint with the 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 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.

More information about DHE’s complaint processes can be found here.

Questions?

For questions about the student complaint and grievance process of Hy-flex (online) programs, please contact Daniel J. Borgia, Provost by completing this form. Students may submit the form via mail Nichols College, Office of Academic Affairs, PO Box 5000, Dudley, MA 01571 or email to daniel.borgia@nichols.edu.

For all non-academic Complaints, please utilize the Office of Community Standards: https://www.nichols.edu/student-life/policies/