Online Programs – NC-SARA Student Complaint Process
Queensborough Community College (QCC) of the City University of New York (CUNY) is an approved member of the National Council for State Authorization Reciprocity Agreements (NC-SARA), a voluntary agreement known as the State Authorization Reciprocity Agreement (SARA). SARA establishes a set of national standards and regulations for offering out-of-state activities such as distance education.
SARA is intended to improve the educational experience for out-of-state distance education students by providing a structured approach to consumer protection and by ensuring that institutions maintain high standards of accountability and transparency. SARA applies specifically to out-of-state distance education students and provides a framework for addressing consumer protection complaints related to such programs.
Under NC-SARA rules, students have the right to lodge a complaint or grievance if their experience in an online program does not conform to expectations. Queensborough Community College is committed to ensuring that all student complaints are addressed fairly and resolved promptly.
Internal Complaint Procedures
Student complaints relating to consumer protection laws offered under the terms and conditions of SARA must first be filed with the College to seek resolution. Students should follow the College’s established internal complaint procedures by contacting:
Office of Academic Affairs
Queensborough Community College
222-05 56 Avenue
Bayside, NY 11364
Email: OfficeofAcademicAffairs@qcc.cuny.edu
The College will review and attempt to resolve all complaints in a timely and equitable manner.
Scope of SARA Complaints
SARA consumer protection provisions require that the College, through its SARA State Portal Entity, investigate and resolve allegations of dishonest or fraudulent activity, including the provision of false or misleading information.
SARA policies do not cover complaints related to grades or student conduct violations, which are addressed through separate institutional processes.
Students have two (2) years from the date of the incident to submit a SARA-related complaint.
Appeal Process
If a student feels that a complaint has not been adequately resolved through the College’s internal process, the student may escalate the complaint through the following steps:
Step 1: CUNY-Level Review
City University of New York
Office of Student Advocacy and Referral
205 East 42 Street
New York, NY 10017
Email: studentaffairs@cuny.edu
Step 2: State-Level Appeal (SARA State Portal Entity)
After exhausting institutional remedies, students may appeal to the New York State Education Department within two (2) years of the incident:
New York State Education Department
Office of College and University Evaluation
Supervisor of Higher Education Programs
89 Washington Avenue
Albany, NY 12234
Phone: 518-474-1551
Email: IHEAuthorize@nysed.gov
The New York State Education Department serves as the SARA State Portal Entity and will review complaints only after institutional processes have been completed.
Additional Complaint Resources
Students may also seek information about the SARA complaint process through the National Council for State Authorization Reciprocity Agreements (NC-SARA), which provides guidance on the handling of interstate distance education complaints.
If a complaint is not resolved through the processes described above, students may contact the College’s institutional accreditor:
Middle States Commission on Higher Education (MSCHE)
1007 North Orange Street
Fourth Floor, MB #166
Wilmington, DE 19801
Phone: 267-284-5011
Email: info@msche.org
Summary of Student Rights
· Students must first utilize the College’s internal complaint procedures.
· Complaints must relate to consumer protection issues covered under SARA.
· Complaints related to grades or student conduct are excluded from SARA review.
· Students may escalate complaints to CUNY and then to the New York State Education Department.
· Students have two (2) years from the date of the incident to file a SARA-related complaint.