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At Luna Community College, all students — no matter their class standing or the number of credits they are taking — are valued members of our community and have the right to raise concerns or complaints without fear of retaliation. We are committed to addressing student concerns fairly and promptly. A range of offices and resources are available to support students and, if needed, to process complaints or concerns about college related matters.

Course Issues or appeals:

Students first contact their instructor of record in relation to course issues or appeals. If a student feels that the issue remains unresolved or you are uncomfortable contacting your instructor, contact your Academic Director offering the course or program. If your issue remains unresolved, please review Luna’s student grievance procedure and submit your grievance if appropriate. Students may find the Grade Appeal Form here for submission to your academic department.

Academic Records issues:

Graduation, registration, records, transcripts, degree requirements, FERPA (and violations)

Contact:
Office of the Registrar
Email: registrar@luna.edu
Phone: 505-454-5313

Financial Aid issues:

Appeals related to the eligibility of financial aid at the college.

Contact:
Financial Aid & Scholarships
Email: finaid@luna.edu
Phone: 505-454- 2570

Advising issues:

Registration (add/drop/withdrawal), petitions, student accommodations and other student support services

Contact:
Academic & Career Planning
Email: studentsuccess@luna.edu
Phone: 505-454-2549

NC-SARA complaint procedures for out-of-state students

Luna is an approved NC-SARA Institution. In compliance with NC-SARA regulations, we have established a complaint process to address student-identified issues.

The complaint process outlined here is appropriate for:

• Reporting improper, unfair, or arbitrary treatment
• Reporting violations of college policies or regulations
• Truth in recruitment and marketing materials
• Complete and accurate information regarding admission requirements for courses and programs, tuition, fees, and financial aid
• Accuracy of job placement data
• Accuracy of information about the Institution’s accreditation and/or any programmatic/specialized accreditation held by the institution’s programs
• Accuracy of information about whether course work meets any relevant professional licensing requirements
• Accuracy of information regarding transfer of credit to & from other Institutions
• Operation of Distance Education programs consistent with practices expected by accreditors and/or the C-RAC Interregional Guidelines for the Evaluation of Distance Education.

If you have a complaint, please submit it in writing to the Vice President of Instruction and Student Services. Please include the word “Student Complaint” in the subject line (this helps to identify these requests more efficiently).

Vice President of Instruction & Student Services
Email: vpiss@luna.edu}(mailto:vpiss@luna.edu)
505-454-2581
Student Services Building Room 234A/B

Mail:
Office of the Vice President of Instruction & Student Services
366 Luna Drive, Las Vegas, NM 87701

The NC-SARA complaint process does not arbitrate issues of:

• Disciplinary action for Code of Conduct
• Grade disputes
• Admission decisions
• Billing and student accounts
• Financial aid appeals

For these issues, please contact the respective departments listed above.

Students have the right to address complaints to relevant external agencies. Most external complaint processes require that the student exhaust avenues of complaint internal to the institution before the external agency will consider a grievance.

Luna is subject to compliance with the NC-SARA manual for compliant processes which can be found here (https://nc-sara.org/sara-policy-manual).

If a student located in a NC-SARA state or territory is not satisfied with the outcome of the complaint process on their home campus, they may appeal to the College’s NC-SARA Portal Entity:

Luna’s NC-SARA Portal Entity
New Mexico Higher Education Department
2044 Galisteo Street, Suite 4
Santa Fe, NM 87505-2100
Email: HigherEd.Info@hed.nm.gov
https://hed.nm.gov/students-parents/nc-sara

Luna’s Accrediting Body
Higher Learning Commission
230 South LaSalle Street
Chicago, Illinois 60604-1413
https://www.hlcommission.org

If you are residing outside of New Mexico while attending Luna, you may be able to file a concern in the state in which you are residing. The State Authorization Network has compiled state complaint contacts for reference.

Thank you for continuing to be a valued member of the Luna Community College institution and community. We will strive to resolve your concerns so you can get back to enjoying your student experience as quickly as possible. You belong here.

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