Report Online Course Issues

Having Issues in Your Online Course?

As a member of the National Council for State Authorization Reciprocity Agreements (NC-SARA), we follow a comprehensive complaint resolution process outlined in the SARA Policy Manual. A summary of the SARA student complaint process is available online.

We understand that SARA policies do not cover complaints related to grades or student conduct violations. These matters are fully addressed via our campus processes, not through the NC-SARA complaint resolution procedures. You can learn more about our Policy and Procedures for Student Complaints on the Right to Know page.

Consumer protection complaints resulting from distance education courses, activities, and operations may be submitted to Finger Lakes Community College for investigation and resolution, as outlined below.

Step 1: Contact Your Instructor

Your instructor is your first point of contact when it comes to any academic challenges or needs. They may grant extensions, offer extra credit, amend grades, or provide access to previous assignments. Please note that any accommodations made by your instructor are assessed on a case-by-case basis.

Step 2: Contact a Professional Academic Advisor

If you're experiencing difficulties uploading assignments or navigating our online platform, Brightspace, our dedicated online learning advisor, Brooke Napoleon (Brooke.Napoleon@flcc.edu), is here to assist you.

Step 3: Follow the Academic Grievance Policy

If you have further concerns that are not resolved through the above steps, we recommend reviewing our Academic Grievance Policy. This will guide you on the appropriate action to address any additional issues.

Step 4: File an Official Complaint with Finger Lakes Community College

If you continue to face challenges after the first three steps, you may file an official complaint with the College. Visit Student Complaints and Concerns to learn more and start the process.

The State University of New York (SUNY) expects its campuses to direct students to the system's central office to appeal complaints after an on-campus process before a complaint will be received/processed by the SARA State Portal Entity (SPE) for New York.

Step 5: File a Complaint with the New York State Department of Higher Education

If FLCC is unable to resolve your concern, you may file a complaint with the New York State Department of Higher Education (NYSED). Visit NYSED's Filing a Complaint About a College page for more information.

Please note: This process does not include complaints related to grades or violations of student conduct. Grades and student conduct violations are fully addressed via campus processes, not through the NC-SARA complaint resolution procedures.

Learn more about Policy and Procedures for Student Complaints on the Right to Know page.

Online Learning Resources