Student Complaint Resolution
The Office of Student Affairs provides students with information on academic and non-academic matters and advocacy services on behalf of the student body in a fair, equitable and objective manner. Many of the issues presented are addressed through dispute resolution and mediation services. Resources and referrals are also provided to students so they can effectively navigate through various obstacles and challenges, and attain a successful and enriching college experience.
Student Complaint Process
Academic Complaint:
Procedure for handling student complaints against faculty:
Students are encouraged to attempt to resolve complaints informally with the faculty member or to seek the assistance of the department chairperson or Office of Student Affairs to facilitate informal resolution.
Academic Appeal: An academic or grade appeal can be initiated if a student wishes to contest their grade for a course, and may include circumstances that impacted the student’s performance in a given class/classes, at any point during the semester in question.
Note: Other requests for grade changes must first be made to the Instructor of the course(s) and then to the Academic Department Chairperson before filing an appeal.
Non-Academic Complaint:
Students with nonacademic complaints are referred to Student Affairs for direction and clarification of existing policy. An advocate within Student Affairs will assist with resolving issues by referring students to the appropriate office (first contacting that office to make them aware of the issue), and identify solutions. If resolution is unsuccessful, the Office of Student Affairs contacts the appropriate Chair, Dean or Director, and works alongside this individual to resolve the matter and ensure that a student is advised of the outcome.
LaGuardia Community College’s Chief Diversity Officer for issues of discrimination
Procedures for filing a complaint of this nature can be found on Page 81 in the Student Handbook
Public Safety (for criminal and safety concerns)
Important Note: All written communications will be made using the College email accounts unless other arrangements are made.
If students seek the services of the College Ombudsman in order to facilitate resolution, the following will occur:
- Step 1: Students arrive at the VP for Student Affairs Office, and complete a student intake form.
- Step 2: The Ombudsperson will operate as an impartial party, hearing the student’s concern.
- Step 3: The Ombudsman will advise students regarding next steps and refer students to the professor/academic department to attempt resolution. Students are strongly encouraged to return if the attempt at resolution is unsuccessful.
If informal resolution is unsuccessful or not possible, the student may file a formal written complaint with the Ombudsperson, the academic department chairperson, or if the chairperson is the subject of the complaint, with the academic dean or a senior faculty member designated by the college president: this person is referred to as the “Fact Finder.” The complaint shall be filed within 30 calendar days of the alleged conduct, unless there is good cause shown for delay, including but not limited to delay caused by an attempt at informal resolution.
The process for handling student complaints (including academic complaints), along with the Henderson Rules for Maintaining Order, can be found in the Student Handbook and the Student Code of Conduct .
NC-SARA Complaint Process for Online Programs
LaGuardia Community College has been approved to participate in the National Council for State Authorization Reciprocity Agreements (NC-SARA). A number of U.S. states and territories have entered into a voluntary agreement called the State Authorization Reciprocity Agreement (SARA) that establishes one set of national standards and regulations for offering certain out of state activities.
Under NC-SARA rules, students have the right to lodge a complaint or grievance if that student’s experience in an online program is not what they anticipate. Students have two years to submit a complaint. Note that complaints regarding grades and general student conduct issues are not governed by this distance education complaint process.
PLEASE NOTE: Student complaints should first be heard by the program or department which offers the program. If a student’s complaint is not resolved in a satisfactory manner by an academic program or department, a student may contact the Office of Student Affairs for further resolution (see details above).
CUNY students who have complaints that have not otherwise been resolved through contact with LaGuardia Community College internal offices (as discussed above) may seek advisement from CUNY’s Central Office:
City University of New York
Office of the General Counsel
205 East 42nd St., 11th floor
New York, NY 10017
646-664-9200
ogc@cuny.edu
https://www.cuny.edu/about/administration/offices/legal-affairs/
Further, unresolved complaints at the CUNY level may be escalated to the New York State Education Department.
Supervisor of Higher Education Programs
New York State Education Department
89 Washington Avenue
Albany, NY 12234
(518) 474-1551
IHEauthorize@nysed.gov
Should a complaint not be resolved through the above entities, the contact information for CUNY’s regional accreditor, Middle States Commission on Higher Education is provided below.
Middle States Commission on Higher Education
1007 North Orange Street
4th Floor, MB #166
Wilmington, DE 19801
Telephone: (267) 284-5011
E-mail: info@msche.org
For more information, please see:
- SARA Student Complaint Process
- New York State Education Department’s Filing a Complaint About a College or University Procedures
NC-SARA Professional Licensure Disclosure
While State Authorization Reciprocity Agreements (SARA) does not directly address professional licensing board approval for programs leading to state licensing in fields such as nursing, teacher education, etc., it does require that participating institutions like ours provide proper notification to students. This notification is about whether our courses and programs will meet the professional licensure requirements in the states where our students are located. This requirement is in alignment with federal regulations.
LaGuardia Community College of The City University of New York is accredited by the Middle States Commission on Higher Education (MSCHE) (www.msche.org). The MSCHE is an institutional accrediting agency recognized by the U.S. Secretary of Education and the Council for Higher Education Accreditation. The Board of Regents in New York State (NYS) grants professional licensure/certificates to qualified candidates. LaGuardia Community College of The City University of New York is an institutional member of the Council for the State Authorization Reciprocity Agreements (NC-SARA). NC-SARA membership does not grant reciprocity or exempt LaGuardia Community College of The City University of New York from state professional licensing/certification requirements.
LaGuardia Community College of The City University of New York’s academic programs are designed to meet the accreditation and licensure/certification requirements. We are dedicated to preparing our students to apply for licensure/certification exams in the State of New York. As a result, licensing/certification requirements in New York may be recognized as sufficient to obtain licensure/certification in any other state. Before enrolling in an academic program leading to licensure/certification, check with your state education department for specific requirements. You may consult the NC-SARA State Authorization Guide for additional state information on licensure/certification.
LaGuardia Community College of The City University of New York makes no representations regarding whether a particular program will qualify a graduate for employment in any specific career position. Applicants are responsible for checking with the licensing agency in their home state for specific requirements and investigating expectations for any agency or employer with which they may seek employment.