Transylvania University Distance Education Student Grievance Policy/Procedure

A student has the right to lodge a complaint or grievance.  The institution works to ensure that all concerns and complaints of students are addressed fairly and are resolved promptly.  Student complaints relating to consumer protection laws offered under the terms and conditions of the State Authorization Reciprocity Agreement (SARA), must first be filed with the institution to seek resolution. 

Examples of types of student complaints that may be brought to a SARA portal entity include, but are not limited to, complaints regarding the accuracy of job placement data, tuition or fee information, accreditation, whether a program meets licensure requirements, or course transfer information. Grade appeals and student conduct appeals are not reviewed by the SARA portal entity; complaints regarding student grades or student conduct violations are governed entirely by institutional policy and the laws of the SARA institution’s home state. 

If you have a complaint:

  1. Begin with the Transylvania University complaint process as outlined in the Student Handbook*.
  2. If your complaint is unresolved by Transylvania University:
    • Kentucky residents should contact:  
      Kentucky Council on Postsecondary Education (CPE)
      100 Airport Road, Second Floor
      Frankfort, KY 40601
      Telephone: (502) 573-1555 
      Email: cpeconsumercomplaint@ky.gov

      For more information, including the complaint form:  http://cpe.ky.gov/forstudents/consumercomplaints
    • Residents of states other than Kentucky should contact: 
      Kentucky Council on Postsecondary Education (CPE)
      100 Airport Road, Second Floor
      Frankfort, KY 40601
      Telephone: (502) 573-1555 
      Email: cpeconsumercomplaint@ky.gov

      For more information, including the complaint form:  http://cpe.ky.gov/forstudents/consumercomplaints

      In accordance with 13 KAR 4:010, a non-resident student attending a Kentucky college or university’s online courses operating through the State Authorization Reciprocity Agreement (SARA) must first exhaust all internal procedures for complaint resolution offered by the college or university before filing a complaint. In addition, the incident giving rise to the complaint must have occurred within two years of filing. 

      The State Portal Entity (Kentucky Council on Postsecondary Education) will notify the state in which you live, but the institution’s State Portal Entity has final authority on SARA complaints.
      Information about NC-SARA, including contacts for other state entities, can be found at:  https://www.nc-sara.org/state-portal-entity-contacts

*As of November 2020, below is an excerpt of student complaint procedures from the Student Handbook.  These are subject to change; always consult the Student Handbook for the most recent policies.

Problem Resolution and Grievance Procedures

Learning to address issues and solve problems in an informal, proactive way helps students improve their knowledge of the University as well as develop personally. In order to help students resolve problems or grievances, this section serves to inform students of the recommended procedures. At each step attempts are made to resolve every issue.

  1. The first step in resolving a grievance may be for the aggrieved person to discuss the matter with the person he or she feels to be responsible for the offense. This
    could include faculty, staff, or other students.
  2. Issues related to grades or academic coursework should be addressed with the
    course instructor, then the appropriate division chair, and finally the Dean of the College. Issues related to campus life, student organizations, student interests, and any other issues should be addressed with associated faculty/staff advisor, appropriate Director and then the Dean of Students.
  3. If the issue is not resolved as described above, a complaint can be placed with the Dean of the College or the Dean of Students.
    When a complaint is received, the possible outcomes include:
    • A decision not to pursue the allegation based on a lack of or insufficient
      evidence. The matter should be closed and records should so indicate;
    • A decision on the allegation, also known as an “administrative” resolution;
    • A decision to proceed with additional investigation and/or referral for an
      investigation and Board/Council resolution.  The Dean of Students or designee will determine the appropriate hearing panel: Student Conduct Board or University Conduct Board.

Policy Updated 1/22/2021