NC-SARA Complaint Process

Keuka College participates in the State Authorization Reciprocity Agreement (SARA), allowing students to take online courses across state lines. Keuka College’s distance education programs are offered under the approval of the National Council for State Authorization Reciprocity Agreement (NC-SARA).  

SARA consumer protection provisions require the institution’s home state (New York), through its SARA State Portal Entity, to investigate and resolve allegations of dishonest or fraudulent activity by the state’s SARA-participating institutions, including the provision of false or misleading information. 

Keuka College strives to offer a positive and enriching educational experience in its online offerings. However, a situation may arise in which a student wishes to express a concern or complaint.  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. If a student has a complaint about their online program, they are directed to contact the Associate Provost. Complaints related to grades, academic processes, and general student conduct issues are not covered under the SARA distance education complaint procedures. The Student Complaint Policy, outlined in the Student Handbook, will apply. Your concern will be reviewed and addressed in a fair and timely manner. 

If a student has followed the grievance procedures and the issue remains unresolved, the student may contact the institution’s home state SARA Portal Entity within two years of the incident in which the complaint is made to appeal the institution’s decision. The student must provide documentation of the institutional appeal as evidence that all internal procedures have been exhausted. At that point, the student has the right to file a complaint with the New York State Office of College and University Evaluation (OCUE). 

Contact information for the New York State Portal Entity (SPE): 

• Andrea Richards 
  Supervisor of Higher Education Programs 
  [email protected] 
  (518) 474-1551 
  
  New York State Education Department 
  89 Washington Avenue 
  Albany NY 12234 

Questions and answers on the New York State Complaint Procedures are available at New York State Complaint Procedures | New York State Education Department.

The NC-SARA Complaint process, including complaint resolution policies and procedures, is further detailed on the NC-SARA website. 

The National Council for State Authorization Reciprocity Agreements (NC-SARA) is a non-profit organization [501(c)(3)] that helps expand students’ access to educational opportunities and ensure more efficient, consistent, and effective regulation of distance education programs.