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Complaint Process

Complaint Process

Student complaint regarding an instructor:
Student contacts instructor for a resolution of the complaint (submit concern in writing via D2L e-mail, external e-mail, and/or telephone)

If the problem persists:
  • Student contacts their home Student Liaison (submit concern in writing via e-mail)
  • The home Student Liaison communicates with Student Liaison from the delivering institution and explains the student's concerns
  • The Student Liaison from the delivering institution notifies the instructor or department chair of the situation
  • Once the situation has been resolved, the Student Liaison from the delivering institution communicates back to the home Student Liaison
  • The home Student Liaison records the resolution and communicates with the student
  • The student has the right to appeal the decision following the Student Rights and Appeal Process at the student’s home campus

Student complaint regarding another student:
Student contacts instructor for a resolution of the complaint (submit concern in writing via e-mail). The instructor may contact the other student for a resolution.

If the problem persists:
  • Student contacts their home Student Liaison (submit concern in writing via e-mail)
  • The home Student Liaison notifies the appropriate Student Liaison of the other student for resolution
  • The home Student Liaison notifies the appropriate administrator at his or her campus (Chief Academic Officer or Vice President of Student Affairs) depending on the nature of complaint
  • The home Campus Administrator contacts the other Campus Administrator for a resolution
  • Both Student Liaisons are notified of the resolution and inform both students
  • Students have the right to appeal the decision based on their home campus’ Student Rights and Appeal Process

Group complaint regarding a class:
  • The Student Liaisons will forward group complaints to the TN eCampus Student Success Manager
  • The Manager will investigate and contact the appropriate instructor for feedback
  • The Manager will forward all information to the instructor’s Chief Academic Officer for resolution
  • Manager will inform Student Liaisons of resolution
  • Student Liaisons will inform their students
  • Students have the right to appeal the resolution by following the procedures of appeal at their home campus

Instructor complaint regarding a student:
The instructor contacts the student for resolution (concern should be documented by e-mail).

If the problem persists:
  • The instructor contacts the student’s Student Liaison
  • The Student Liaison notifies the student for resolution
  • The Student Liaison forwards case to the Vice President of Student Affairs or the Campus Student Discipline Board for resolution
  • The student and the instructor may appeal the decision by following their campus’ Faculty Rights and Student Rights Appeal Process

Complaint related to accreditation or violation of state law:

Students or prospective students who wish to file a complaint related to accreditation or violations of state law not resolved at the institution may submit a Student Complaint Form to:

Tennessee Board of Regents
1 Bridgestone Park
Nashville, TN 37214
 
You may also visit the TBR website and submit a form electronically. Under Tennessee's open records law, all or parts of complaints will generally be available for review upon request from a member of the public.
 
Complaints regarding accreditation can also be made by contacting:
 
Southern Association of Colleges and Schools Commission on Schools
1866 Southern Lane
Decatur, GA 30033-4097
Telephone: 1-404-679-4500

Complaints of fraud, waste or abuse may be made by email at reportfraud@tbr.edu or by calling the Tennessee Comptroller's Hotline for Fraud, Waste and Abuse at 1-800-232-5454.