Student Complaints
Policy
Pratt Institute makes every attempt to resolve student complaints within its academic and administrative departments utilizing existing policies and procedures.
Students have more than one option for resolving a concern. Informally, a student may simply wish to be heard by someone—a faculty or staff member, or a fellow student—or to receive supportive measures, such as counseling or a referral to other services. A student may also be seeking a specific outcome and want a decision-maker to consider this request. If that request does not lead to the desired resolution, the student may choose to file a formal complaint or appeal.
The Dean of Students and Office of Student Support and Care Coordination are available as resources and advocates. They can help a student understand and navigate whichever process the student chooses and, if the student wishes, attend formal appeal meetings in which the student participates.
Students are protected from retaliation by any party to a complaint, in accordance with Pratt’s Code of Ethics and its Administrative Complaint Resolution and Whistleblower Protection Policy.
To pursue an informal resolution, a student should reach out promptly and directly to the person or office involved to share their concerns and, if applicable, suggest a possible resolution. Clear, open communication often makes a real difference; for guidance, see these communication tips. Choosing to pursue an informal resolution does not prevent a student from filing a formal complaint or appeal later.
Formal Complaints and Appeals
To file a formal complaint or appeal, a student should follow one of the pathways described below. Formal complaints and appeals should be submitted in writing, and follow-up meetings may be requested by the complainant or the reviewer. To help others understand and respond to the situation fully, a student should include:
- all relevant evidence or documentation;
- the specific resolution being sought and why it is appropriate; and
- any background or context others would need to understand the situation.
What to expect: Reviewing a formal complaint or appeal takes time, including gathering information, consulting the relevant parties and offices, and, in some cases, arranging meetings to discuss the issue further. Please allow 10 business days at each step defined below for a complaint to be reviewed and fully answered. Additional time may be needed when classes are not in session or when the Institute is closed.
If a student is unsure which pathway applies, the Dean of Students or Associate Provost for Academic Affairs can help identify the appropriate next step.
Formal complaint and appeal pathways
- Academic matters related to an instructor, academic program, or other issues within an academic program or department: The pathway depends on where the course or program is based.
- For an issue arising within the student’s own program, the student should first contact the chairperson of their department.
- For an issue arising in a course offered by another department, the student should begin with the chairperson or area head of the department or program offering the course.
- If the chairperson is unable to resolve the issue, the next step is to contact the dean of the school in which that department is situated. If the dean is unable to resolve the matter, the final internal step is to contact the Office of the Provost (Attn: Chris Alen Sula, Associate Provost for Academic Affairs, csula@pratt.edu, 718.399.4256). Please note that specific processes for grade appeals and academic dismissal appeals are described in the undergraduate catalog and graduate catalog, as well as processes for academic integrity.
- Conduct matters: Pratt’s Community Standards outline expectations regarding the conduct of students and other community members, as well as specific procedures for resolving conduct-related complaints. These matters follow a distinct process. To begin, select the appropriate option below:
- All other matters, such as financial services, facilities, residential life, or other non-academic offices: A student should contact the director of the relevant administrative department to seek resolution. If the director is unable to resolve the issue, the next and final internal step is to contact the vice president of the division in which the department is located (see organizational chart).
External Pathways
The following information is for current and prospective students who have already attempted to resolve their complaints by contacting Pratt internal offices.
Student complaints not resolved at the institutional level who have followed all grievance procedures and protocols defined by the Institute, and who reside in the state of New York, have the right to file a complaint with the NYS Office of College and University Evaluation. The contact information can be found on the New York State Education Department website.
Should a complaint not be resolved through processes and protocols defined by Pratt or the student’s state of residence, the student may contact Pratt’s accreditor (Middle States Commission on Higher Education) by using the contact information below.
Middle States Commission on Higher Education
1007 North Orange Street
4th Floor, MB #166
Wilmington, DE 19801
Telephone: (267) 284-5011
E-mail: complaints@msche.org
https://www.msche.org/complaints
Online Education Programs
Pratt Institute is an institutional participant in the State Authorization Reciprocity Agreement (SARA). If a student located in a SARA state has a complaint about Pratt Institute, complaints must first go through the institutional grievance process stated above. It should be noted that SARA policies do not cover complaints related to grades or student conduct violations. However, a student may appeal the institution decision to the SARA State Portal Entity in New York State within two years of the incident about which the complaint is made. The SARA student complaint process is described here. The portal entity in the state where the student is located will be notified that the complaint was received and may assist as needed. Resolution of the complaint by the SARA portal entity in the institution’s home state is final.
The New York State Department of Education’s Office of College and University Evaluation will review a complaint only after students and prospective students follow and exhaust all grievance avenues of appeal procedures at the institution with documentation that such procedures have been followed.
Non-SARA State Contact Information
For students enrolled outside of New York state and in a non-SARA state or territory, the contact information for your agency is listed below (note: Pratt does not maintain the state and territory websites, and information may change without Pratt’s knowledge).
Should a complaint about online education not be resolved through processes and protocols defined by Pratt or SARA, the student may contact Pratt’s accreditor (Middle States Commission on Higher Education) by using the contact information below.
Middle States Commission on Higher Education
1007 North Orange Street
4th Floor, MB #166
Wilmington, DE 19801
Telephone: (267) 284-5011
E-mail: complaints@msche.org
https://www.msche.org/complaints