Resolution of Student Complaints

Background

Trocaire College participates in federal student aid programs authorized under Title IV of the Higher Education Act of 1965. A participating institution must also be legally authorized to operate within the State in which it is located. Title 34 CFR §600.9 requires States to have a “process to review and appropriately act on complaints concerning the institution including enforcing applicable State laws.”

Title 34 CFR §668.43(b) requires that institutions: 

  • “make available for review to any enrolled or prospective student upon request, a copy of the documents describing the institution’s accreditation and its State, Federal, or tribal approval or licensing.”
  • “The institution must also provide its students or prospective students with contact information for filing complaints with its accreditor and with its State approval or licensing entity and any other relevant State official or agency that would appropriately handle a student’s complaint.”

To comply with this regulation, Trocaire College provides the following information to prospective and current students:


Internal Complaint Resolution

Trocaire College makes every effort to resolve student complaints and concerns internally, using policies and procedures outlined in the current College Catalog, Student Handbook and/or on the college’s website. The institutional complaint process for students engaged in distance learning is the same for all students irrespective of physical location. It is expected that students will fully utilize any and all such administrative procedures to address concerns and/or complaints in as timely a manner as possible.

Students are directed to follow instructions/links for the complaint categories listed below.  If a student is unsure of the complaint category, the student should contact the Student Affairs Office as shown at the end of this page.

 

ACADEMIC AFFAIRS / FACULTY

  • Academic Grade Appeal
    • Refer to the Academic Policies and the student grade appeal procedures available in pages 39-41 of the College Catalog.
    • Complete a complaint form.
  • Academic Integrity Violations
  • Faculty / Academic, Other
    • Refers to complaints that are not of an academic grade concern or related to academic integrity. May include faculty issues, academic dismissal, academic probation, or complaints about academic staff.
    • Complete a complaint form.

 

CRIMINAL ACTIVITY

  • Criminal Activity:
    • Refer to Trocaire’s Safety and Emergency page.
    • Direct all complaints involving matters of a criminal nature (such as assault, battery, and theft) to Campus Security at (716) 827-2500 on the Main Campus.

 

DISCRIMINATION/HARASSMENT

 

FACILITIES

 

FINANCIAL AID/STUDENT ACCOUNTS

 

STUDENT RECORDS

 

STUDENT AFFAIRS

  • For complaints about advisement, career services, health records, Mercy Action Project, student issue/conduct, Student Affairs policies/procedures, testing, tutoring, TOP, Veteran’s Services.
  • Complete a complaint form.

 

For any other complaint not addressed above: Complete a complaint form


External Complaint Resolution

If a resolution cannot be reached following the college’s internal Student Complaint Resolution process as outlined above:

 

FERPA

For complaints about violations of student privacy,

U.S. Department of Education
Family Policy Compliance Office
400 Maryland Avenue, SW
Washington, DC 20202-8502

 

STUDENTS RESIDING IN NEW YORK STATE

In the unlikely event that an issue cannot be resolved through the institutional complaint process, students residing in New York should contact the New York State Education Department, the applicable agency for oversight in resolving complaints, at the Office of College and University Evaluation.

 

STUDENTS RESIDING OUTSIDE OF NEW YORK STATE

Trocaire College is approved to participate in the State Authorization Reciprocity Agreement (SARA) which regulates the manner in which participating institutions may offer distance learning education to students who reside in other states. If a student has a complaint that involves distance learning education offered under the terms and conditions of SARA, the student must file a complaint with the institution first to seek resolution. 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 a person bringing a complaint is not satisfied with the outcome of the college’s internal process for resolving complaints, the complaint (except for complaints about grades or student conduct violations) may be appealed, within two years of the incident about which the complaint is made, to the College’s SARA portal entity (which for Trocaire College is the New York State Education Department).

State Portal Entity Contact: 

Owen Donovan, PhD
Supervisor, Higher Education Programs
New York State Education Department
89 Washington Avenue
Albany, NY 12234
518-474-1551
Email: IHEauthorize@nysed.gov

  • For purposes of this process, a complaint shall be defined as a formal assertion in writing that the terms of this agreement, or of laws, standards or regulations incorporated by the SARA Policies and Standards have been violated by the institution operating under the terms of SARA.
  • Although the SARA State Portal Entity is the correct location for out-of-state students to file a complaint, Trocaire will provide, upon demand, an updated list of all state contacts for filing complaints under SARA should the student wish to inquire there.
  • All U.S. States, except California, are SARA member states, along with the District of Columbia, Puerto Rico and the U.S. Virgin Islands.

 

UNRESOLVED COMPLAINTS

Once all other avenues provided by the College and the State agency or SARA have been exhausted, unresolved complaints may be filed with the Middle States Commission on Higher Education, the College’s regional accrediting agency.

Middle States General Contact Information:

Middle States Commission on Higher Education
3624 Market Street, 2nd Floor West, Philadelphia, PA 19104
Telephone: (267) 284–5000
E-mail: info@msche.org  Spanish: españolinfo@msche.org
General Link: www.msche.org