Directives

PURPOSE

To establish the Office of the Ombudsman to provide an independent, impartial and confidential process through which students of the College may pursue the resolution of any college-related concern

SCOPE

All students

DEFINITIONS

POLICY

1.            To ensure the just, fair, and equitable treatment of each and every student, the College and the Students’ Association have joined together to establish the Office of the Ombudsman.  The Office is to provide an independent, impartial and confidential process through which students may pursue the resolution of any college-related concern.

2.            Mandate of the Ombudsman

                2.1          To investigate, at the absolute discretion of the Ombudsman, any student(s) complaint about aspects of student life, including:

a)  academic matters;
b)  services provided by the College or the Students’ Association;
c)  the operations of the College or the Students’ Association;
d)  the treatment received from other students;
e)  the treatment received from staff.

                2.2          To provide information  to students on College policies and procedures, the rights and responsibilities of students in College situations, and provide advice on where and to whom complaints and inquiries are to be appropriately directed.

3.            Responsibilities of the Ombudsman

                3.1          Accept and act upon all reasonable requests for information, advice and counsel regarding matters falling within the mandate of the office.

                3.2.         In cases where the Ombudsman deems it is appropriate and with the consent of one of the individual(s) involved, the Ombudsman may intervene to attempt to find a resolution of the concern.

                3.3          The method of intervention used by the Ombudsman may include:

a)  requesting that a College official meet with a student;
b)  meeting directly with the other party(ies);
c)  facilitating communication between the parties;
d)  reviewing any relevant College record;
e)  making informal inquiries into a matter
f)  utilizing a form of shuttle diplomacy;
g)  mediating a dispute;
h)  formally investigating a claim and;
i)  offering recommendations for a fair resolution.               

                 3.4          Where appropriate, forward recommendations for changes to policies, procedures, or practices to the appropriate College administrators or Students’ Association officials.

                3.5          Keep the Ombudsman Review Committee apprised of statistics, trends and the emergence of any College wide problem through end of term reports.

                3.6          Maintain confidential records of complaints, findings and recommendations, kept secured and  accessible only to the Ombudsman.  The Ombudsman shall not be required to maintain confidentiality in cases involving the commission of a crime or where there is imminent risk of physical harm or abuse.

                3.7          Respond to requests on a first-come, first-served basis with exceptions being made in matters of major importance or urgency;

                3.8          Operate within College policy regarding confidentiality of records for student information provided to the Ombudsman by the College and the Students’ Association under section 6.

                 3.9          Present an annual report of the activities and recommendations to the Ombudsman Review Committee.

                3.10        Following the approval of the Ombudsman annual report by the Ombudsman Review Committee and presentation to the President’s Executive Committee, the annual report shall be published at a time determined by the Ombudsman Review Committee.  

                 3.11        The President’s Executive Committee and the Students’ Association will respond in writing  to the recommendations in the Ombudsman annual report.

4.            Ombudsman Review Committee

                The Ombudsman Review Committee shall operate in accordance with Terms of Reference established by the President’s Executive Committee and the Board of Directors of the Students’ Association (Appendix 1).

5.            Governance of the Office of the Ombudsman

5.1        The Ombudsman shall be an employee of Algonquin College for administrative purpose only.  The Office of the Ombudsman shall be governed as an independent office in accordance with the Terms of Reference of the Ombudsman Review Committee (Appendix 1).

5.2        The Ombudsman shall be selected by and report to the Ombudsman Review Committee.  The appointment of the Ombudsman requires the joint approval of the President of the College and the elected President of the Students’ Association.

                     5.3        The Students’ Association and the College shall each contribute fifty percent of the costs of the operation of the Ombudsman office.

6.            Access to Files and College Staff

                6.1          The Ombudsman shall have access to College and Students’ Association staff and files to gather information needed to fulfil the functions of the Office. Requests by the Ombudsman for information should be handled promptly by all College and Students’ Association staff.  

                6.2          Requests for copies of student academic records will be provided when accompanied by written authorization of the student(s) concerned.

 7.            Complaints Regarding the Ombudsman Office

              7.1       If a member of the College Community believes that the Ombudsman has violated this policy, he or she may submit a written complaint, detailing the alleged violation to the Ombudsman Review Committee. The Ombudsman Review Committee shall investigate the allegation and may appoint a person to conduct this investigation. The Ombudsma Review Committee shall inform the complainant of the results of the investigation

PROCEDURE

SUPPORTING DOCUMENTATION
Appendix 1         Ombudsman Review Committee Terms of Reference
Appendix 2         Complaint  Form

RELATED POLICIES
HR 22     Harassment and Discrimination
SA 01     Rights, Freedoms, Responsibilities and Code of Conduct for the Algonquin College Community
SA 03     Student Complaints
SA 07     Student Conduct
AA 18    Academic Dishonesty and Discipline
AA 19    Academic Appeal
AA 35    Confidentiality of Student Records
AA 37    Review of Final Grade

RELATED MATERIALS
None

SA 02 : APPENDIX 2

COMPLAINT FORM 

Prior to meeting with the Ombudsman, please complete the following form.  All information provided will be kept confidential. 

https://xweb.algonquincollege.com/ombudsman/index.aspx