Student Complaint Grievance Procedure

In the case where a student is unable to achieve a satisfactory resolution using the informal direct discussion approach recommended above, the student can request that a more formal complaint procedure be launched. To do so, a student complaint must be made in written by completing and signing a Student Complaint Form, recording the concern and documenting the student’s desired resolution. Once signed, the form is given to the student, a copy is submitted to the Campus Director.

The Campus Director will arrange to meet with the student within two working days of the date of the written complaint. If, as a result of that meeting, the student and the Campus Director decide to implement a mutually agreed to complaint resolution plan, then that decision, the reason for the decision, and a description of the resolution plan must be recorded by the Campus Director in Part B on the student`s original complaint form. The original form must be co-signed by the student and the staff member in sub-section i) of Part B of the form. The original must be returned to the student and a copy must be filed in the student`s academic file.

If the student and the Campus Director reach a mutually agreed to resolution in step 2 above then the plan must be implemented and the Campus Director must follow up to ensure the resolution plan satisfactorily resolves the concern. Upon mutually satisfactory resolution of the student concern, the Campus Director will meet briefly with the student to close the concern and record in Part B of the original Student Complaint Form a confirmation that the concern has been satisfactorily resolved. The student and the Campus Director will then sign the declaration at the bottom of Part B.

If the student and the Campus Director cannot reach a mutually agreed to complaint resolution plan in step 2 above, or if a mutually agreed to resolution plan is not satisfactorily implemented, then the student or the Campus Director must sign Part C on the Student Complaint Form. The original signed form will be returned to the student and a copy will be retained in the student’s academic file. The Campus Director will forward a copy of the original complaint form to a designated third party or establish a committee who will initiate the review process.

The Committee will arrange to meet with the student within two working days of the date of the written complaint to discuss the student’s concern and desired resolution. The committee will consist of a minimum of 3 people including an Academic Advisor, Staff Member and the Campus Director.

The Committee will report to the student by completing and signing Part D of the Student Complaint form within five (5) days of the conclusion of its resolution investigation process. The written report will include a summary of the investigation findings and the committee’s complaint resolution decision including the reasons for arriving at that decision.

The student will be given the original signed copy of the student complaint form. A copy of the student complaint form will be retained in the student’s academic file and a second copy will be placed in the Campus Student Complaint Binder, where it will remain for a minimum period of three (3) years. The Campus Director will maintain this binder on site for possible annual inspection.