Complaint Procedures for Online Students
Complaints must go through WPI’s own procedures for resolution of grievances first. The specific course of action depends on the nature of the complaint or grievance. Students should first speak with a Student Success Team Member for the particular course/program (either via telephone or email). The Student Success Team will either take the appropriate steps to assist the student or advise the student on how to proceed. Student Success team members also reach out to each individual online student by phone once per semester to offer support and guidance. Policies and procedures that may apply to a particular grievance include but are not limited to:
- Grade appeal process
- Add/drop policy
- Refund and course withdrawal policy
- Academic Integrity
- General issues not dealing with specific academic policies are handled by the Ombuds Office.
- All WPI online courses provide students with the opportunity to provide anonymous feedback on each course via mid-course and end-of-course surveys. Due to survey anonymity, this channel should be used to resolve specific individual complaints.
- Other policies and procedures are available on the Registrar’s website.
Every online student, regardless of location, is entitled to the services provided by our Online Success Team Members, including assistance with the above mentioned complaint procedures.
What to do if WPI cannot resolve your complaint
If you are a resident of an NC-SARA participant state, you may be entitled to additional complaint resolution services. Grading and/or student conduct violations are governed entirely by WPI’s institutional policy and the laws of Massachusetts; NC-SARA does not provide any additional support for these concerns. For all other types of student complaints and concerns, the student may appeal to the Massachusetts Department of Higher Education’s NC-SARA Portal Entity within two years of the incident if they have exhausted all other avenues for corrective actions.
For online students who are Massachusetts residents, you may file a complaint with the Massachusetts Department of Higher Education here.