Document
Owner
Office of Academic Affairs
Effective Date
October 18, 2026
Last Reviewed
October 18, 2026
Next Review
October 2027
1. Purpose
This procedure provides a fair, transparent, and timely process for learners to raise concerns and to appeal academic and disciplinary decisions.
2. Scope
This procedure covers grievances and appeals related to academic decisions (including grades, transfer credit, and academic standing), disciplinary actions, fee disputes, and complaints about institutional services. Allegations of discrimination, harassment, or sexual misconduct are handled under the Non-Discrimination & Title IX Policy.
3. Informal Resolution
Whenever possible, learners should attempt to resolve concerns informally with the relevant instructor, advisor, or staff member within ten (10) business days of the issue. Many concerns are resolved at this stage.
4. Formal Grievance — Step 1
If informal resolution is unsuccessful or inappropriate, the learner submits a written grievance to the Office of Academic Affairs (for academic matters) or the Office of Student Affairs (for non-academic matters) within twenty (20) business days of the issue. The submission shall include the facts, the relief sought, and any supporting documentation.
The reviewing office acknowledges receipt within five (5) business days, investigates as appropriate, and issues a written decision within thirty (30) business days.
5. Appeal — Step 2
If the learner is dissatisfied with the Step 1 decision, they may appeal to the Provost (academic) or the Vice President of Student Affairs (non-academic) within fifteen (15) business days. The appellate office reviews the file and issues a written decision within thirty (30) business days. This decision is final within Neponset.
6. External Recourse
Learners who have exhausted Neponset’s internal procedures and remain unsatisfied may file complaints with the following external bodies as appropriate:
Massachusetts Department of Higher Education — www.mass.edu/forstufam/complaints/.
Massachusetts Office of the Attorney General — Consumer Protection Division.
Once accredited: Distance Education Accrediting Commission (DEAC).
Once Title IV certified: U.S. Department of Education.
7. Non-Retaliation
Neponset prohibits retaliation against any learner who files a grievance or appeal in good faith. Retaliation is itself a violation of the Student Code of Conduct.
8. Recordkeeping
All grievances, appeals, and outcomes are documented in a confidential file maintained by the Office of Academic Affairs and reviewed annually by the Provost for patterns and systemic issues.