Ģý

Resolution of Student Complaints/Concerns

Ģý participates in federal student aid programs authorized under Title IV of the Higher Education Act of 1965 and must comply with federal and state requirements related to student complaints.  These regulations require states to maintain processes for reviewing and acting on complaints about institutions.

Title 34 CFR §668.43(b) of the Higher Education Act of 1965 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 applicable regulations, Ģý provides the following information describing the scope of student complaints and concerns and the required step-by-step process for all students, regardless of instructional modality (in-person or online) or student’s location, beginning with internal review and proceeding to external agencies only if a resolution is not achieved.

This process applies to general student complaints and concerns. Appeals of academic decisions and student conduct violations are governed by separate procedures; please see the College Catalog and Student Handbook, respectively, for more information.

Internal Complaint Resolution

Ģý is committed to resolving student complaints and concerns in a timely and effective manner through the policies and procedures outlined in the College Catalog, Student Handbook, and on the College’s website. Students are expected to utilize these procedures promptly when concerns arise. To file a complaint, students must complete the . * Non-admitted individuals should download and email the Student Complaint/Concern PDF to Ģý for review. Conversely, currently accepted students with valid login credentials must submit their complaints via the dedicated form on the MyTrocaire SharePoint. The form will ask students to identify the specific office, policy, or area related to their concern. Descriptions and links to each area are provided below for reference. If a student is unsure which category applies, they should select “Other” on the form. Responses to the form will be sent to the Dean of Student Success and will trigger an internal review.

*Student Complaint/Concern Form for non-admitted individuals

ACADEMIC AFFAIRS / FACULTY

DISCRIMINATION/HARASSMENT

FACILITIES

  • Includes but is not limited to concerns about the college facilities, building hours, , and parking.

FINANCIAL AID/STUDENT ACCOUNTS

HUMAN RESOURCES

  • Concerns about employee (staff, faculty, clinical instructor) behavior that is inappropriate or unsafe

MISSION

  • Concerns about (MAP100)

SAFETY/SECURITY

  • Refer to Trocaire’s Safety and Emergency page.
  • To report criminal incidents, emergencies and suspicious activity, call Campus Security at 716.827.2500.

REGISTRAR’S OFFICE

STUDENT SUCCESS

  • Includes:
    • Health Records
    • Student Life
    • Student Conduct/Policies
    • Wellness Center
    • Any other complaint not addressed above

External Complaint Resolution

If a student is not satisfied with the resolution achieved through the College’s internal Student Complaint Resolution process outlined above, students may pursue external review.
 
Student complaints must first be submitted and fully resolved through the appropriate channels at Ģý. Only if a student believes their complaint has not been fairly or adequately addressed internally may they escalate the matter to the New York State Education Department (NYSED) or other applicable external agencies, as outlined below.

STUDENTS RESIDING IN NEW YORK STATE

After exhausting Ģý’s internal Student Complaint Resolution process, students residing in New York may contact the (NYSED), the agency responsible for oversight and complaint resolution.

STUDENTS RESIDING OUTSIDE OF NEW YORK STATE

Ģý is approved to participate in the State Authorization Reciprocity Agreement (SARA) which establishes national standards for offering distance education to students residing in states other than New York. SARA provides a process for the review of certain student complaints related to distance education across state lines.
 
Students with complaints related to distance education offered under the terms and conditions of SARA must first submit a complaint through the College’s internal Student Complaint Resolution process using the (see above). Complaints are reviewed and addressed by the Dean of Student Success and other appropriate staff based on the nature of the concern, as outlined in the internal complaint procedures.
 
If a complaint related to SARA-covered distance education is not resolved through the College’s internal process, the student may appeal the decision to the New York State Education Department (NYSED), which serves as Ģý’s SARA State Portal Entity. Such appeals must be submitted within two (2) years of the incident giving rise to the complaint. Complaints can be made through the following website:
 
SARA complaint procedures apply only to allegations that an institution has violated SARA policies and standards, including applicable federal and state laws. Complaints related to student grades or student conduct violations are not covered under SARA and are governed solely by institutional policies.
 
For additional information on the SARA complaint process, please visit the .
 
Although the SARA State Portal Entity listed above is the correct location for out-of-state students to file a complaint, Ģý will provide, on request, contact information for SARA State Portal Entities in other SARA member states, which include all U.S. states except California, as well as the District of Columbia, Puerto Rico, and the U.S. Virgin Islands.

State Portal Entity Contact: 
Andrea Richards
Supervisor, Higher Education Programs
New York State Education Department
89 Washington Avenue
Albany, NY 12234
518.474.1551
IHEauthorize@nysed.gov

FERPA
For complaints about violations of student privacy:  with the U.S. Department of Education
Or, mail a completed FERPA complaint form to the following address:
 
U.S. Department of Education
Family Policy Compliance Office
400 Maryland Avenue, SW
Washington, DC 20202-8502

Unresolved Complaints

Once all other avenues provided by Ģý, the State agency and/or SARA have been exhausted, unresolved complaints may be filed with the , the College’s regional agency.

Middle States General Contact Information:
Middle States Commission on Higher Education
1007 North Orange Street 4th Floor, MB #166
Wilmington, DE 19801
Telephone: 267.284.5000
General Concerns: Communications@msche.org
Complaints: complaints@msche.org