Student Complaint Reporting Policy

The United Stated Department of Education requires that each accredited institution of higher education maintain a record of student complaints received by the institution (34 CFR 602.16(a)(1)(ix)). As required by federal regulations, this record is made available to the Middle States Commission on Higher Education. The record will be reviewed by the Commission as part of the institution’s Self Study and Periodic Review Report evaluations.

Russell Sage College aims to provide an environment that fosters the personal and intellectual growth and development of all students where concerns can be discussed and resolved in a professional manner. The Russell Sage College complaint process encourages informal resolution through direct communication with the individuals directly involved. Formal complaints will be considered if the student has followed and exhausted the informal processes. Russell Sage College makes every effort to resolve student complaints internally, using policies and procedures outlined in the current Catalogs and Student Handbooks. It is expected that students will fully utilize any and all procedures to address concerns and/or complaints in as timely a manner as possible.

This Policy applies to all students (full time or part time, onsite or online) who are enrolled at Russell Sage College at the time that the complaint is filed. Parents, relatives, employers, agents, and other persons acting for or on behalf of a Student are not considered students under this policy.

Concerns regarding the following matters should be addressed using the policies and procedures outlined.

Informal complaints (concerns or expressions of dissatisfaction or disagreement) should be handled through direct communication (conversation, email, letter) between the student and the individual or office involved. The majority of student complaints can be addressed through communication with the individual(s) involved.

If the issue remains unresolved, the informal complaint should be directed to the appropriate supervisor (see the Student Assistance Directory for guidance and contact information for the most common student concerns). Students may also consult with the Dean of Students on their campus if they are unsure about where or how to address a concern.

A student may file a formal complaint if (a) the issue remains unresolved after attempting an informal resolution or (b) the student has utilized one of the complaint processes described in point 1 above and believes the student has been unfairly treated, or that College/School procedures or policies have not been followed. Formal complaints must be made in writing and submitted via the online Student Complaint Form by a student (not by a parent or other agent). Formal complaints must be filed within one year of the occurrence that prompted the complaint.

Formal complaints submitted via the online form are directed to the Office of the Provost and the Vice President for Student Life. These offices do not act as advocates for any party to a dispute, but are facilitators to ensure a fair process. They will then refer the complaints to the appropriate College official to review and resolve. Any individual who is named in a formal complaint will be notified and asked to provide information related to the complaint.

To comply with federal regulations, Russell Sage College will maintain a record of formal complaints and their resolution, including those complaints reported to external agencies. The record will be housed within the Office of Institutional Research and made available to the Middle States Commission on Higher Education evaluators for their review.

Retaliation against a student for filing a complaint is harassment and will be addressed as described in Sage’s Discrimination and Harassment Policy.

The following is a Student Assistance Directory that identifies common student concerns that can be addressed informally through the offices, departments and processes provided.

In the event that a student has a complaint involving a course in which the student is enrolled (course policies, instruction, grading, etc.), the student should follow the procedures listed below:

Concerns regarding academic affairs administrators or departments should be addressed through department leadership (as identified via the links below) and then to the College Dean, if not resolved.

Students can access general Academic Policies in the College Catalogs regarding academic standing, degree requirements, course offerings, the application of transfer credits.

For assistance with directing academic concerns to the appropriate office or process, contact the Office of Academic Advising at [email protected].

Students can meet with any campus compliance officer regarding any of these concerns. Students may view the Discrimination, Harassment, Sexual harassment and Sexual assault Policy online on the Title IX Policies & Procedures page. Individuals seeking a list of campus compliance officers can email [email protected].

Contact Director of Facilities John Zajeceskowski at [email protected] for assistance with directing concerns to the appropriate office or process.

Non-residential concerns regarding facilities can be addressed through the Maintenance department.

Note that residence hall facilities concerns should be addressed through the Director of Residence Life at [email protected].

Most concerns related to IT (wireless access, Sage email issues, Moodle, SageAdvisor, campus computers) can be addressed by contacting the IT Help Desk at 518-244-4777, by submitting a ticket to the Service Center, or by checking the online Knowledge Base for common questions and solutions.

Contact the Director of Information Technology at [email protected] for assistance with directing concerns to the appropriate office or process.

Contact Dean Sharon Murray at [email protected] on the Albany campus or Dean Stacy Gonzalez at [email protected] on the Troy campus for assistance with directing concerns to the appropriate office or process.

Contact Director of Public Safety at [email protected] for assistance with directing concerns to the appropriate office or process.

Contact: Kelley Robinson, [email protected]

Contact: Kathy Scoville, [email protected]

Contact: Kimberly Higgins, [email protected]

In the unlikely event that an issue cannot be resolved internally, students may file a complaint with their respective State Licensing Authority and/or the Middle States Commission on Higher Education. These agencies should be contacted only after the student has utilized the established informal and formal complaint processes.

New York State Education Department
If you are a New York State resident or enrolled in an on-campus course or program, contact NYSED.

Directory of State Authorization Agencies and Lead Contacts
If you are an online or distance-education student, contact NYSED.

Andrea Richards
Supervisor of Higher Education Programs
Office of College and University Evaluation
New York State Education Department
518-474-1551 | [email protected]

Middle States Commission on Higher Education
3624 Market Street,
2nd Floor West
Philadelphia, PA 19104-2680
267-284-5000

Code of Federal Regulations

34 CFR 602.16(a)(1)(ix)

34 CFR 668.43(b)