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Distance Education Complaint Process

Institutions offering distance education are required by the U.S. Department of Education and the National Council for State Authorization Reciprocity Agreements (NC-SARA) to provide enrolled and prospective students with a clear student complaint process. Additionally, institutions must supply contact information of the state agency or agencies responsible for handling escalated complaints against postsecondary institutions offering distance learning within that state. Southern New Hampshire University (SNHU) is authorized and regulated by the New Hampshire Department of Education (NH DOE) and adheres to NC-SARA standards for addressing complaints related to distance education. Many external agencies require students to exhaust all institutional complaint procedures before they will review a concern.

Eligible complaints under NC-SARA include:

  • Misrepresentation of program details, such as tuition, fees, or program duration.
  • Concerns about whether a program meets licensure requirements for a specific profession.
  • Inaccuracies in job placement data or employment outcomes.
  • Issues related to the transferability of credits between institutions.

Complaints not covered under NC-SARA include:

  • Academic grade disputes.
  • Student conduct violations.

Students are encouraged to first address their concerns with SNHU by following these steps:

  1. Informal Resolution - Contact the relevant faculty member, academic advisor, or department associated with the concern. Many issues can be resolved informally through open communication.
  2. Formal Complaint Submission - If the concern is not resolved informally or involves an allegation of discrimination, students may submit a formal complaint using the designated Student Dispute Form.
  3. Review and Resolution - SNHU will review the complaint promptly and provide a written response, including the outcome and any further actions required, within a reasonable timeframe.

Concerns should be reported as soon as possible after the event occurs. If a student has exhausted all institutional grievance procedures and any related appeals and still feels the issue remains unresolved, the student may escalate the issue to New Hampshire Department of Education, Division of Higher Education.

Accreditation Complaint Process

SNHU is accredited by the New England Commission of Higher Education (NECHE). If the issue pertains to the institution’s accreditation standards, please review the Comments and Complaints Criteria. For guidance on filling either a Public Comment or Complaint, email info@neche.org.

For California Students ONLY

Students residing in California, which is not a member of SARA (State Authorization Reciprocity Agreement), have the option to file complaints or appeals with their appropriate state agency. For more information on filing a complaint with the California Department of Consumer Affairs, please see the contact information below.

California Department of Consumer Affairs Contact Information:
Address: 1625 North Market Blvd., Suite N-112, Sacramento, CA 95834
Phone: (800) 952-5210 (Toll-Free) or (916) 445-1254
Website: www.dca.ca.gov
Email: dca@dca.ca.gov

This agency can provide guidance and resources for students facing issues outside the scope of SARA, such as general consumer protection concerns.