1. Authority
The Evergreen State College participates in the National Council for State Authorization Reciprocity Agreements (NC-SARA), which establishes national standards for interstate distance education and student consumer protection.
This policy is adopted pursuant to Evergreen's participation in NC-SARA and shall be interpreted in a manner consistent with applicable NC-SARA policies and standards.
NC-SARA Student Complaint Information:
NC-SARA Student Complaint Process
Washington State SARA Portal Entity (WSAC):
Washington Student Achievement Council SARA Information
Washington Student Complaint Portal:
WSAC Student Complaint Portal
2. Purpose
The Evergreen State College is committed to resolving student concerns fairly, respectfully, and in a timely manner. Consistent with Evergreen's Social Contract and student-centered educational mission, students are encouraged to raise concerns through established institutional processes and to seek resolution at the College level whenever possible.
This policy establishes procedures for the review of complaints related to remote learning offered by Evergreen to students residing outside Washington State and satisfies NC-SARA requirements regarding interstate distance education consumer protection. Complaints must first be addressed through institutional processes before they may be submitted to the Washington Student Achievement Council (WSAC), Washington's SARA Portal Entity.
3. Scope
This policy applies to complaints that:
- Arise from Evergreen’s remote learning courses or programs,
- Fall within the scope of NC-SARA consumer protection provisions, and
- Are submitted by students who are located outside Washington State in a SARA member state at the time of the activity giving rise to the complaint.
Only complaints resulting from interstate remote learning activities offered by Evergreen to students located in another SARA member state are subject to review under this policy.
Complaints regarding the College’s in-person or hybrid curricular offerings will be processed in accordance with the College’s institutional complaint, grievance and appeal procedures and are not subject to the SARA complaint process. The College’s institutional complaint processes also govern complaints from in-state students who are enrolled in the College’s remote offerings.
Students located in states or territories that do not participate in SARA should follow the complaint procedures established by their state or territory and by The Evergreen State College.
This policy supplements but does not replace other College grievance, appeal, discrimination, conduct, or complaint procedures.
4. Definitions
Complaint
A formal written allegation that The Evergreen State College has failed to comply with published institutional policies, consumer protection requirements, or NC-SARA standards applicable to remote learning.
Complainant
A student who submits a complaint under this policy.
NC-SARA
The National Council for State Authorization Reciprocity Agreements, a voluntary interstate agreement that establishes standards for interstate distance education and student consumer protection.
Remote Learning
Consistent with Evergreen's Academic Catalog, remote offerings are conducted entirely through online learning modes. See our academic catalog regarding remote learning modalities.
SARA Portal Entity (SPE)
The state agency designated to administer NC-SARA participation and complaint review. For Washington State, the SARA Portal Entity is the Washington Student Achievement Council (WSAC).
5. Complaints Covered by This Policy
The College may review complaints alleging:
- Misrepresentation of academic programs, credentials, requirements, or services,
- Misrepresentation of tuition, fees, or educational costs,
- Failure to comply with published institutional policies applicable to remote learning,
- Consumer protection concerns arising from interstate distance education, or
- Other matters falling within NC-SARA's complaint jurisdiction.
6. Matters Excluded from This Policy
This policy does not apply to:
- Academic judgments, including evaluations, credit awards, academic standing, or degree requirements;
- Student conduct matters governed by the Student Conduct Code;
- Complaints alleging discrimination, harassment, retaliation, sexual misconduct, or Title IX violations;
- Employment-related matters;
- Anonymous complaints;
- Complaints currently being reviewed through another College, state, or federal process.
Students seeking review of these matters shall utilize the applicable College policy or procedure.
7. Exhaustion of Institutional Remedies
Prior to filing a complaint under this policy, students must make a good-faith effort to resolve the matter through applicable College procedures.
Depending on the nature of the concern, students may be directed to:
- Faculty or program-level review processes,
- Academics,
- Student services procedures,
- Student conduct procedures,
- Title IX procedures,
- Nondiscrimination complaint procedures, or
- Other applicable College grievance or appeal processes.
A complaint under this policy may proceed only after applicable institutional procedures have been exhausted. Consistent with NC-SARA requirements, students must first seek resolution through the institution before submitting a complaint to WSAC.
8. Filing a Complaint with the Institution
The complaint must include:
- Student name
- Student A number
- Evergreen email (this is the official communication channel for this complaint process)
- Best alternative contact information (e.g., phone number, alt. email)
- State of residence
- Program and course information, if applicable
- Description of the complaint
- Relevant dates
- Names of individuals involved
- Documentation demonstrating prior attempts at resolution, if applicable
- Supporting documentation
Complaints involving undergraduate or graduate remote learning courses or programs shall be submitted to: Academic Deans: deans@evergreen.edu
9. Review Process
Upon receipt of a complaint, an Academic Dean assigned to the case will:
- Acknowledge receipt of the complaint within ten business days,
- Determine whether the complaint falls within the scope of this policy,
- Conduct or assign an appropriate review,
- Request additional information if necessary, and
- Provide a written response to the student via the student’s Evergreen email.
The College will normally issue a written determination within thirty business days. Complex matters may require additional time.
10. Final Institutional Determination
The written determination shall include:
- A summary of the complaint,
- Findings or conclusions,
- Any corrective actions, if applicable, and
- Information regarding external complaint options.
The written determination concludes Evergreen's institutional review process under this policy.
11. External Review by the Washington Student Achievement Council
Out-of-state, remote learning students who remain dissatisfied after exhausting Evergreen's complaint process may submit a complaint to the Washington Student Achievement Council (WSAC), Washington's SARA Portal Entity.
WSAC generally requires documentation demonstrating completion of the institution's complaint process before initiating review.
Information regarding the WSAC complaint process is available at: Washington Student Complaint Portal
12. Retaliation Prohibited
Consistent with Evergreen's Social Contract and commitment to an inclusive learning environment, retaliation against any individual for filing a complaint or participating in a complaint review process is prohibited.
13. Records and Reporting
The Evergreen State College shall maintain records of complaints received under this policy and shall provide information necessary for institutional reporting, compliance review, and NC-SARA reporting requirements.
Complaint records shall be maintained in accordance with applicable College records-retention requirements and in accordance with the state government retention schedule, currently 3 years after feedback received/resolution of complaint.
14. Resources
Questions regarding this policy may be directed to the Academic Deans (deans@evergreen.edu) or the Office of the Provost (provost@evergreen.edu).
- Evergreen Policies and Procedures: https://www.evergreen.edu/policies
- National Council for State Authorization Reciprocity Agreements (NC-SARA): https://nc-sara.org/
- Washington Student Achievement Council (WSAC) SARA Information: https://wsac.wa.gov/sara