Directives

Word/Term

Definition

Complaint

The expression, either oral or written, of the student’s dissatisfaction with their  learning teaching experience, the College services  or its employees

Employees

Full-time and part-time persons employed by the College

Administrator

Program Chair or Academic Manager responsible for the program or course, or a Manager or Director of a service department

Senior administrator

Includes the Dean of a  School or the Vice President responsible for the service department

Action

 Responsibility                         

1.

Informal Complaint Procedure

1.1

Set up meeting with staff member to review complaint.

Student(s)

1.2

At meeting, state complaint clearly, preferably in writing. If complaint is put in writing, retain a copy.

Student(s)

1.3

Listen to the concerns of the students and seek clarification, if needed.

Employee

1.4

Explore ways to resolve the concerns.

Student(s) and employee

1.5

Agree on a way to resolve the concerns and write down the solution for reference and for action/distribution as appropriate.

Student(s) and employee

1.6

If unable to resolve the issue, proceed to Formal Complaint Procedure.

Student(s)

2.

Formal Complaint Procedure

2.1

If unable or unwilling to approach the employee , or if concerns have not been resolved informally with the employee as described in Section 1 above, meet with the appropriate administrator.

Student

2.2

At the meeting, present a signed written complaint to the administrator   providing the following information:

• Description of the complaint, including time and  date
• Staff involved
• Names of witnesses, if any
• Action taken to date
• Solution sought

Student

2.3

Hear the student(s)’ complaints and ask points of clarification. 

Administrator

2.4

Within five (5) working days of meeting with the student(s), investigate the merits of the complaint, which can include a detailed, in-depth discussion with the employee named in the complaint, the complainant and other students, and any other investigation method deemed appropriate by the administrator.

Administrator

2.5

Give the employee the opportunity to respond in writing to the specific concerns raised by the student(s) within three (3) working days.

Employee

2.6

If the complaint has merit, work out a resolution with the employee and advise the student(s) in writing.

Administrator

2.7

If necessary, bring the staff member and students together to discuss the situation, clarify the complaint, and develop a strategy to resolve the complaint. 

Administrator

2.8

If the complaint lacks merit (e.g. if student(s) have not regularly attended class or completed assignments, or cannot identify a specific area of concern), inform the student(s) in writing and provide reasons why no further action will be taken.

Administrator

3.

Appeal of Decision

3.1

Within five (5) working days of receiving the decision of the administrator, if the student believes the complaint has not been dealt with fairly or if a written response has not been received from the administrator, appeal the decision in writing to the next level of management within that area (e.g. Dean or Director).

Student

3.2

Review all documents provided at the Formal Complaint Procedure, meet with appropriate persons knowledgeable about the complaint, and make inquiries as needed. 

Senior Administrator

3.3

Decide if the complaint has merit and on the manner in which the complaint is to be resolved.  

Senior Administrator

3.4

Inform the student(s) of the decision within ten (10) working days of receiving the appeal and indicate that the matter is now closed. 

Senior Administrator