Summary of Complaint Procedures:
Department of Education's Program Integrity Rules
United States Department of Education Regulation 34 CFR 600.9, the “Program Integrity Rule,” was adopted to ensure that students have the opportunity to voice concerns relating to programs offered by postsecondary educational institutions authorized under Title IV of the Higher Education Act, as amended.
The regulations require states to provide the opportunity for students to lodge the following types of complaints:
- Allegations of state consumer protection violations, including, but not limited to fraud and false advertising
- Allegations that state laws or rules addressing the licensure of postsecondary institutions have been violated
- Allegations regarding the quality of education or other accreditation requirements
National Council for State Authorization Reciprocity Agreements (NC-SARA) & Complaints from Outside of Vermont
Institutions operating under state authorization reciprocity agreement (SARA) policies shall provide their and NC-SARA’s complaint resolution policies and procedures to all students taking courses under SARA policies on the institution’s website and in the institution’s catalog or equivalent information provided either in print or electronically to students when they enroll.
In compliance with Federal Program Integrity Rule and the State Authorization Reciprocity Agreement, ̽̽ (̽̽) has listed multiple alternatives for individuals who wish to submit complaints regarding the above.
̽̽ expects that any student complaint will be filed in accordance with any procedures at the institution before seeking resolution from a state agency, accreditation body, or regulatory oversight agency. Many states require proof that an attempt was made to resolve the complaint directly with the institution first. In the absence of an existing procedure, complaints should be filed with the Office of the Provost for appropriate referral.
If your complaint remains unresolved after filing with ̽̽, please review the complete list of state entities responsible for reviewing complaints about the licensure of out-of-state institutions and consumer protection issues outside the State of Vermont.
Recommended Content of Complaint
In order to facilitate effective response, initial . If not using the form, the complaint should include the complainant’s full name, address, and contact information, including email and telephone number. Complaints should specify enrollment status, i.e. whether the complainant is a current, former, or prospective student. The description of the complaint should include dates and college officials who were involved or have been contacted. Any supporting documentation, such as emails or other correspondence, should be included in order to help others understand the events leading to the complaint. Last, the complainant should state what, if any, remedy is sought.
For complaints alleging consumer fraud
Office of the Attorney General
109 State Street
Montpelier, Vermont 05609-1001
Phone: (800) 649-2424
Email: ago.cap@vermont.gov
The Consumer Protection Unit of the Vermont Attorney General’s Office investigates and prosecutes violations of Vermont’s consumer laws, which prohibit businesses from engaging in unfair or deceptive acts or practices. The Consumer Protection staff represents the State of Vermont, and through the State, the public. If you have a consumer question or would like to file a complaint, please contact the Consumer Assistance Program (CAP).
For complaints regarding state licensing of postsecondary institutions
120 State Street
Montpelier, Vermont 05620
Phone: 802-828-3136
̽̽ is exempt from the Vermont State Board of Education requirement to apply for a certificate of approval under 16 V.S.A. §176. For certain educational programs, such as teacher preparation programs, specific standards and guidelines exist. If you have questions about state licensing of colleges and programs, please contact the Department of Education.
Please note that the Vermont Department of Education does not intervene in the internal procedures of colleges and universities, and encourages you to work directly with ̽̽ to resolve complaints. However, if you believe you have exhausted the avenues listed above and have a valid complaint about a violation, you may submit it in writing to the Vermont Department of Education for direction.
For complaints alleging violations to state authorization reciprocity agreements (SARA)
Complaints about a SARA institution’s in-state operations are to be resolved under the state’s normal provisions, not those of SARA. Furthermore, complaints against institutions under NC-SARA must first go through ̽̽’s grievance resolution procedures. Students should first address complaints to ̽̽. See “Where to file your complaint” above.
Examples of issues that may arise in regard to alleged fraudulent activity, violations of SARA policies or more general complaints about improper activities include, but are not limited to:
- Veracity of recruitment and marketing materials;
- Accuracy of job placement data;
- Accuracy of information about tuition, fees and financial aid;
- Complete and accurate admission requirements for courses and programs;
- Accuracy of information about the institution’s accreditation and/or any programmatic/specialized accreditation held by the institution’s programs;
- Accuracy of information about whether course work meets any relevant Professional Licensing requirements or the requirements of specialized Accrediting Agencies;
- Accuracy of information about whether the institution’s course work will transfer to other institutions; and
- Operation of distance education programs consistent with practices expected by institutional accreditors (and, if applicable, programmatic/specialized accreditors) and/or the C-RAC Guidelines for distance education.
Complaints about student grades or conduct violations are managed by institutional policy and Vermont law. If unsatisfied with the outcome, a person may appeal (excluding grade or conduct complaints) to the in the institution's home state within two years of the incident unless they are from California. Students in California may file a complaint .
Vermont’s Portal Entity contact information is:
Cassandra Ryan
Director of Regulatory Compliance
802.595.2757
cassandra.ryan@vermont.gov
Vermont Agency of Education
1 National Life Dr, Davis 5th Fl
Montpelier, VT 05620
Additional information about complaint procedures can be found here:
For complaints regarding quality or accreditation
301 Edgewater Place, Suite 210
Wakefield, MA 01880
Phone: 781-425-7785
The Commission has two means of hearing from students, faculty, staff, and members of the public about its member institutions: (1) Public Comments and (2) Complaints. Both offer important opportunities for the Commission to hear from individuals about the quality of affiliated institutions. For guidance on filing either a Public Comment or Complaint, please contact NECHE.
If you wish to file an anonymous report, you may do so through ̽̽’s Compliance and Ethics Reporting and HelpLine available .