Austin College is deeply committed to fostering a campus climate that is respectful and supportive of all who work, live, study, or participate in activities or events on campus. This commitment is a testament to our belief in the value and worth of each individual in our community. Even so, it is understandable that complaints will arise from time to time. To address and resolve concerns as quickly as possible, please address complaints to the office responsible for overseeing the area of concern. Students should also read the current Austin College Bulletin and The Environment Student Handbook to become familiar with college policies. These policies include but are not limited to:

• Academic integrity
• Grade appeal
• Harassment and discrimination
• Student access to records

However, if, after informally seeking a solution to the problem, a student wishes to register a complaint or appeal a formal decision formally, they should follow the processes outlined below. 

All student complaints and appeals are routed to the appropriate responsible administrator, who will investigate the situation, seek an equitable solution, and promptly report to the student.

The following steps make up the process for resolving a student complaint or appeal:

1. The student attempts an informal resolution.
2. The student submits a written complaint via this link: Student Complaint Form.
3. The complaint or appeal is routed to the appropriate administrator.
4. The administrator contacts the student to confirm the receipt of the complaint. 
5. The administrator conducts the investigation and makes a decision.
6. The administrator contacts the student to communicate decisions and options.

This policy does not replace and is not intended to supplant other policies and procedures applicable to handling a student's complaint. Specifically, 

• Complaints about discrimination, harassment, and/or retaliation are handled in accordance with the College's policy on Discrimination, Harassment, and Retaliation (The Environment Student Handbook, p. 89).
• Complaints about discrimination, harassment, assault, and retaliation based on sex, sexual orientation, and gender identity are handled in accordance with the College’s policy on Sex and Gender-Based Misconduct and can be reported through the Sex and Gender-Based Misconduct Form (The Environment Student Handbook, p. 95).
• Complaints concerning alleged failures by Austin College to comply with the requirements of FERPA should be communicated to the Registrar’s Office. 
• Complaints related to the ADA/Section 504 accommodation process or related to the implementation of approved reasonable accommodations should be communicated to the Access Services office located in the Center for Student Success and Access Services. 
• Academic petitions and appeals are handled by the relevant department/program or divisional dean in accordance with the Grade Grievance process (The Environment Student Handbook, p. 50). 

Texas Higher Education Coordinating Board (THECB)
After exhausting the institution's grievance/complaint process as outlined above, current, former, and prospective students may initiate a complaint with the Texas Higher Education Coordinating Board (THECB) following the process outlined on the THECB website at https://www.highered.texas.gov/links/student-complaints under “student complaints.”

Complaint Process for Distance Learning Students
The Higher Education Act and the State Authorization Reciprocity Agreement (SARA) require that AC provide both current and prospective students with contact information for filing complaints.

AC is committed to providing students opportunities to present their concerns and seek resolutions. AC provides several options for students to present their complaints fairly, respectfully, and professionally. Students can follow the AC Grievance Procedure outline above. If they feel the issues are not resolved, a student from Texas may appeal to the Texas Higher Education Coordinating Board. A description of the process for complaints is available; questions about their complaint process should be addressed to studentcomplaints@thecb.state.tx.us. While the Texas Higher Education Coordinating Board will be the primary authority responsible for complaints, the SARA portal agency in the state where the student is located may assist as needed. Accordingly, students may wish to consult the list of SARA state portal agencies.

For students residing in Texas:

Texas Higher Education Coordinating Board State Entity Contact: Cathie A. Maeyaert, J.D.
Director-Private Postsecondary Institutions
Telephone: (512) 427-6527
Email:cathie.maeyaert@highered.texas.gov
PO Box 12788
Austin, TX 78711

The SARA Student Complaint Process does not cover complaints concerning grades or the student code of conduct.

Student Complaint Appeal Information for Students in a non-SARA state (California)
California students must first follow the AC Grievance Procedure above. If the issue is not resolved satisfactorily, a California resident enrolled in an online program at AC who believes the institution’s administrative processes or educational programs are compromised should notify the California Department of Consumer Affairs (DCA). A complaint may be filed by writing to DCA, or the student can call DCA’s Consumer Information Center (CIC) at:

California Department of Consumer Affairs
Consumer Information Center
1625 North Market Blvd., Suite N-112
Sacramento, California 95834
Telephone: (833) 942-1120

Southern Association of Colleges and Schools Commission on Colleges
Austin College is accredited by the Southern Association of Colleges and Schools Commission on Colleges to award baccalaureate and master's level degrees. The Commission is to be contacted only if evidence supports an institution’s significant non-compliance with a requirement or standard. All other inquiries or complaints should be directed as outlined above. The Complaint Policy of the Commission on Colleges is available at  https://sacscoc.org/app/uploads/2020/01/ComplaintPolicy-1.pdf. The Commission may be contacted at:

1866 Southern Lane
Decatur, Georgia 30033-4097
404-679-4500
https://www.sacscoc.org

Campus Conduct Hotline 
Austin College supports a confidential, independent, call-in service that provides a simple, anonymous way to anonymously report concerns. The third-party provider may be reached online or via phone at: 

https://www.austincollege.edu/campus-conduct-hotline
CALL CAMPUS CONDUCT HOTLINE AT 866.943.5787