Dispute Resolution Policy

a) This policy governs complaints from students respecting the school and any aspect of its operations. Student will not be subject to any form of retaliation as a result of filing a complaint.

b) If the dispute pertains to any matter regarding the School Clinic, remedies contained in the Work Experience Policy must first be undertaken.

c) If the dispute pertains to any matter regarding academic offences, refer to the Academic Misconduct and Offences Policy.

d) Disputes involving Student and Student, Student and Instructor, Student and Administration, Instructor or Staff must first be discussed between or amongst the concerned parties. If an amicable settlement cannot be reached, the problem must be outlined in writing and addressed to the Administrator, or in case of issues involving the Administration, to the Board of Directors.

e) All student complaints must be made in writing. Verbal complaints should not be directed to the School Receptionists or other Staff members. Emails should not contain attachments and must be submitted by an individual, not a group. Each e-mail or letter should represent the personal point of view of the person involved.
Only one subject or concern should be addressed in each letter or e-mail.
Suggest a solution to the problem, if possible.

f) The student must provide the written complaint to the administrator who is responsible for making determinations in respect of complaints. If the administrator is absent or is named in a complaint, the student must provide the complaint to the board of directors.

g) The process by which the student complaint will be handled is as follows:

i, The complaint will be reviewed by the Administrator who will determine if the complaint meets the condition of valid grounds. If it fails to do so the person submitting the complaint will be notified in writing within 24 hours that this is the case and reasons provided in the written communication for this determination. In the event that the person wo is the subject of the complaint in the Administrator the complaint will be reviewed by the Board of Directors.

ii, Should the complaint provided meet the criteria of valid grounds the appeal will proceed to the Administrator and a meeting with the administrator will be scheduled for as for as soon as reasonably possible. But in no instance will this be more than two weeks later than the submission of the complaint.

iii, The Administrator will gather any relevant information or facts the Administrator may require and conduct whatever further investigation of the circumstances concerning the complaint that may be deemed necessary to adjudicate it.

iv, The person or persons presenting the complaint will have an opportunity to personally present their complaint to the Administrator and to address any questions or inquiries of the Administrator regarding the complaint.

v, The Administrator will consider all the facts and information pertaining to the complaint and will reach a decision by consensus vote on the outcome of the complaint.

vi, The person presenting the complaint will be informed of the Administrator’s decision and rationale for this decision verbally in person at the Administrator.

vii, Written reasons for the determination will be provided to the student within 45 days after the date on which the complaint was made.

viii, The decision of the Administrator is final and binding on all parties at the College level.

h) The student making the complaint may be represented by an agent or a lawyer.

i) If the student is or was enrolled in an approved program, is dissatisfied with the determination, and has been misled by the institution regarding any significant aspect of that program, he or she may file a complaint with the Private Training Institutions Branch (http://www.privatetraininginstitutions.gov.bc.ca).