Online Student Complaint Procedure

Students enrolled in online programs who have complaints, grievances, or concerns regarding courses taken at the University of Louisville (UofL) should contact UofL's Student Advocate in the Dean of Students office to have the issues resolved in an expeditious, fair, and amicable manner. The University’s Student Complaint Procedure is outlined in detail on the Dean of Students website. Students should first seek to resolve their complaints through informal discussion and administrative channels. This is the same process for all students enrolled at University of Louisville.

In the unlikely event that the issue is not resolved internally at the University of Louisville, students enrolled in online programs may file complaints with other agencies. The process will depend upon where a student resides:

  1. Current Residents of Kentucky
  2. Out-of-State Students residing in a “SARA” state* – see map
  3. Out-of-State Students residing in a non-“SARA” state* – see map

*The State Authorization Reciprocity Agreement (SARA) is a voluntary agreement that allows states and institutions to offer distance education in other participating states so long as the institution adheres to certain quality and consumer protection standards. More information on SARA can be found here. Kentucky is a member of SARA and UofL is an approved SARA institution.

 

Complaint Process for Current Residents of Kentucky

The Council on Postsecondary Education (CPE) is the agency in Kentucky that handles complaints about the University of Louisville and has the ability to act on those complaints from students residing in Kentucky. Students should attempt to resolve the complaint through the established protocol at the University of Louisville before contacting CPE.

Kentucky Council on Postsecondary Education
1024 Capital Center Dr. #320
Frankfort, KY 40601-7512
Telephone: (502) 573-1555
Fax: (502) 573-1535
Email: cpeconsumercomplaint@ky.gov
http://cpe.ky.gov/forstudents/consumercomplaints

 

Complaint Process for Out-of-State Students Residing in SARA States

As the designated portal agency under SARA, the Council on Postsecondary Education (CPE) is the agency that handles complaints about the University of Louisville and has the ability to act on those complaints from students enrolled in online programs residing in SARA-member states. Though the final resolution of complaints will be through the CPE, the student’s home state portal agency may also work with the CPE to resolve the complaint. To view a list of SARA portal agencies, please view the NC-SARA States page.

Students who live in a state that has joined SARA (see map for participating states) should follow the procedures listed here to initiate complaints pursuant to SARA policy.

  1. Follow the University’s complaint procedure
  2. If the complaint cannot be resolved at the University, file a complaint with the Kentucky Council on Postsecondary Education, the state SARA portal agency:

    Kentucky Council on Postsecondary Education
    1024 Capital Center Dr. #320
    Frankfort, KY 40601-7512
    Telephone: (502) 573-1555
    Fax: (502) 573-1535
    Email: cpeconsumercomplaint@ky.gov
    http://cpe.ky.gov/forstudents/consumercomplaints

  3. If there are concerns that Kentucky is not abiding by SARA policies, appeal to the Southern Regional Education Board (SREB)
  4. If there are concerns that the SREB is not ensuring that Kentucky is abiding by SARA standards, appeal to NC-SARA:
    National Council for State Authorization Reciprocity Agreements
    3005 Center Green Drive, Suite 130
    Boulder, Colorado 80301
    303.848.3275
    info@nc-sara.org
 

Complaint Process for Out-of-State Students Residing in Non-SARA States

Students who live in a non-SARA state (currently just CA, FL and MA in addition to the U.S. Territories) may file a complaint with an agency in the student’s state of residence. Below is a list of agencies where complaints for non-SARA states or territories may be filed. Please note: University of Louisville does not maintain these agency websites, and information may change without UofL's knowledge. Students should attempt to resolve the complaint through the established protocol at the University of Louisville before contacting their home state agency.

U.S. Territories

Other Possible Complaint Options

In addition to the possibilities listed above, online students have the option to file complaints with other agencies when appropriate based on the student’s particular situation. See below for more options.

Complaints to Accreditation Agencies

To file a complaint with University of Louisville’s regional accrediting agency – the Southern Association of Colleges and Schools Commission on Colleges (SACSCOC) – review the Commission’s complaint policy, procedures, and complaint form. The SACSCOC contact information is below.

Southern Association of Colleges and Schools
Commission on Colleges (SACSCOC)
1866 Southern Lane
Decatur, Georgia 30033-4097
Phone: (404) 679-4500
Fax: (404) 679-4558
http://www.sacscoc.org

Additionally, students enrolled in a program that has specialized programmatic accreditation may be able to file academic complaints to that program’s specialized accreditor. To see a list of the University of Louisville’s programmatic accreditors, please visit UofL’s Office of Academic Planning & Accountability Accreditation page.

Military, Veterans, and Military Family

Active duty military receiving Tuition Assistance or spousal assistance may be eligible to file complaints through the Department of Defense Postsecondary Education Complaint System.

Veterans using the Montgomery or the Post 9/11 GI Bill may be eligible to file a complaint through the Department of Veterans Affairs.

Consumer Complaints

For other types of consumer complaint process options, please visit the University of Louisville’s Consumer Information page.

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