Student Complaint and Resolution Procedures

NC SARA Approved Institution Round Logo

William James College has been approved by Massachusetts to participate in the National Council for State Authorization Reciprocity Agreements. NC-SARA is a voluntary, regional approach to state oversight of postsecondary distance education.

Student Complaints

Students who wish to file a complaint at William James College should refer to the Graduate Student Handbook and Undergraduate Student Handbook for updated policies and procedures.

If students have any questions they should consult the dean of students. If upon consultation, no other policy or procedure is more applicable, students should complete this form.

If a student’s complaint is not resolved at the institutional level, the student may file a complaint with the Massachusetts Department of Higher Education (DHE). There are two ways to file a complaint with DHE based on where the student is located.

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

Students may file a complaint with the Massachusetts Department of Higher Education (DHE) by using the general complaint form at any time. 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

The Massachusetts Department of Higher Education, in its capacity as the SARA portal entity for Massachusetts, reviews and evaluates student complaints regarding distance learning programs offered by Massachusetts-based institutions that are members of SARA in accordance with 610 CMR 12.07.

After the student has exhausted the college’s complaint procedures, if the student’s complaint has not been resolved, the student 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 process can be found here.