Student Complaint Procedures for Online Students
Westfield State University (WSU) is required to provide current and prospective online learning students with contact information for filing complaints. Students must first attempt to resolve their complaint by working with the faculty member on the course.
If they are unable to resolve with faculty, students are encouraged to meet with the chair of the academic department, or the dean of the college that oversees the course.
If the complaint cannot be resolved, please visit the link below on next steps and to complete the online complaint form.
Students who desire to resolve a grievance should submit a complaint using the correct complaint form below. Please note there are different WSU forms for Day Online courses and Graduate and Continuing Education courses.
Students must first attempt to resolve their complaint using internal administrative procedures offered by Westfield State University.
Day Student Procedures and Complaint Form
CGCE Graduate and Continuing Education Procedures and Complaint Form
If an issue cannot be resolved internally, you may file a complaint with the Massachusetts Department of Higher Education (DHE). Depending on where you are located, the DHE provides two different complaint forms for students based on their location.
For Massachusetts Residents and Online Students in Non-SARA Member States and Territories
After the student has exhausted WSU’s complaint procedures (made available above), if the complaint has not been resolved, the student may file a complaint with the Massachusetts Department of Higher Education (DHE) by using the general complaint form. The DHE general complaint form should be used by students who are located in:
- Massachusetts
- Non-SARA Member States of Territories (e.g., California, Guam, etc.)
In addition, students located in California and Guam may wish to contact their home agencies directly to file a complaint as well:
California Bureau for Private Postsecondary Education
For Online Students Located in SARA Member States and Territories
After the student has exhausted WSU’s complaint procedures (made available above), if the complaint has not been resolved, the student may file a complaint with the Massachusetts Department of Higher Education (DHE) by using the SARA complaint form. The DHE SARA complaint form should be used by students who are located in SARA member states and territories. This includes all students who are located in SARA member states and territories for the purposes of completing out-of-state learning placements, such as internships, practice, clinical experiences, etc. in SARA member states and territories outside Massachusetts.
Additional information from the DHE’s SARA complaint website is below:
The SARA complaint process is as follows:
- 1. Students must first attempt to resolve their complaint using internal administrative procedures offered by the SARA institution.
- 2. After all administrative remedies have been exhausted with the institution, the student may submit a SARA Complaint via the URL below.
- 3. The Department shall send a copy of the complaint to the institution that is the subject of the complaint.
- 4. Within 30 days of the date that the Department sends a copy of the complaint to the institution, the institution must provide a written response to the student and the Department.
More information about DHE’s complaint process can be found here.