Context and Purpose
This policy provides the framework for students to make a complaint regarding the college, its employees, and any aspect of its operations. This policy does not include complaints regarding assigned grades (see instead Grade Appeal Policy), discrimination and/or harassment (see
instead Respectful and Fair Treatment of Students Policy), or sexual misconduct (see instead Sexual Misconduct Policy).
Requirements
- The college takes all complaints seriously and, as such, mandates that the following guidelines be ensured before a formal complaint is filed:
a. A student should attempt to resolve the issue(s) informally before lodging a formal complaint.
i. To accomplish this, a student should make all attempts to communicate the issue(s) directly to the offending party.
b. A student must make any formal complaint in writing.
c. All formal complaints should be addressed to the Campus Director.
i. If the Campus Director is absent and/or named in the complaint, the Registrar is the alternate contact in these circumstances.
ii. The name and contact information of the Campus Director and Registrar will be made available and accessible to all students.
d. A student may choose to be represented by an agent or a lawyer during the dispute resolution process.
e. A student must be currently enrolled at the college in order to make a formal complaint under this policy.
Processes - Once the Campus Director has received a formal complaint, the following procedure
will apply:
a. The Campus Director will conduct whatever enquiry or investigation is necessary to substantiate the concern(s).
i. If the alleged conduct is of such a serious nature that an immediate action is warranted (e.g., a student has been subjected to abuse), the Campus Director may expedite this process.
b. Once a determination has been made, the Campus Director will communicate with all involved parties that either:
i. The concern(s) were unsubstantiated;
ii. The concern(s) were substantiated, in whole or in part, and set out a reasonable resolution.
c. The Campus Director will give the student written reasons for the decision as soon as possible and no later than 30 days after receiving a formal complaint.
i. The written reasons will also advise a student, that if the student is dissatisfied with the determination, and has been misled by the institution regarding any significant aspect of that program, the student
may file a complaint with the appropriate authority (e.g., PTIB); such complaints must be filed within one year of the date a student completes, is dismissed from, or withdraws from the program.
d. The college will retain a single file of all complaints made by students and decisions issue under this policy for five (5) years. Respectful and Fair Treatment of Students