CANADIAN BUSINESS COLLEGE & OACC
Student Complaint Procedure Guide
General Overview
Canadian Business College is committed to the prompt and equitable resolution of student conflict issues to the satisfaction of both the student and the College. The Student Complaint Procedure is designed to provide students with both an informal and formal process whereby a student may request the review and resolution of a concern if satisfactory resolution has not been reached by way of the daily problem-solving activities between staff and students which, in most cases, result in immediate resolution. The student has the right to present his/her case and be accompanied, at all times during the process, by an individual of his/her choice. In addition, the student can ask the individual who accompanies him/her to present the case on his/her behalf.
Students are encouraged to address any concerns immediately; please do not let a minor problem develop into a major one. Should you have any problems or concerns during your training period, we encourage you to discuss them promptly with the staff member directly involved. Should the resolution to your issue require further involvement, a meeting will be arranged with the Department Head, Manager, or Director, or President as part of the college’s formal complaint procedure.
Formal Complaint Procedure
1. 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 must complete and sign an original Student Complaint Form (sample attached), recording his/her concern and documenting the student's desired resolution. The student must submit the original form and one signed copy to the Department Head, School Administrator or Manager, who will co-sign the forms in Part A, return the original to the student and keep the copy in the student’s academic file.
2. The Department Head, School Administrator or Manager 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 school representative 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 Manager 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.
3. If the student and the Manager reach a mutually agreed to resolution in step 2 above then the plan must be implemented and the Department Head, School Administrator or Manager must follow up to ensure the resolution plan satisfactorily resolves the concern.
Upon mutually satisfactory resolution of the student concern, the Department Head, School Administrator or Manager 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 Department Head, School Administrator or Manager will sign the declaration at the bottom of Part B. The original form will be given back to the student and a copy will be filed in the student’s academic file. A second copy will be filed in the Campus Student Complaint Binder and kept for 3 years.
Review Process
1. Where a student concern has arisen that could not be resolved to the student’s satisfaction, through the formal procedure outlined above, the student may initiate an appeal. The student must complete and sign Part C (Request for a Review) of the original Student Complaint Form setting out the reasons why the formal procedure resolution was unsatisfactory. The student will again keep the original form and a copy will be submitted to the college Administrator.
2. The college Administrator will form a Student Complaint Committee to investigate the student's concern and meet with the student within two (2) working days of the request for a review to discuss resolution. The committee will consist of a minimum of 3 people including a staff member from the academics department, a student representative and the campus administrator or manager.
3. 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.
4. 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. .
5. The Campus Administrator or manager will maintain this binder on site for possible annual inspection.
6. If the student is not satisfied with the college's decision after the review process, he/she can file a complaint with the Superintendent of private career colleges, provided the student is attending a program approved under the Private Career Colleges Act, 2005.
This form is to be used by students to request the initiation of the college’s formal complaint procedure or to request a review (appeal) of a formal resolution plan that the student deems unsatisfactory.
This form is used
by the college staff to record the results of the formal complaint procedure
and the review process .
If a student is not satisfied with the college's decision after working through the formal complaint procedure and any subsequent review process, he/she can ultimately file a complaint with the Superintendent of private career colleges, provided that the student is attending a program approved under the Private Career Colleges Act, 2005.
Section 1 – Request
to Initiate the Formal Complaint Process
In conjunction with this policy, the college will have to ensure that students receive and are aware of its code of conduct, its academic policy, and its attendance policy. (Please refer to Procedures and Orientation)
(1) The student complaint procedure required under section 31 of the Act shall include,
(a) a requirement that a complaint be made in writing;
(b) the person or persons, identified by position, who will decide whether to dismiss the complaint or make a recommendation as to any further action in relation to the complaint;
(c) the process to be followed by the private career college in dealing with the complaint which shall include,
(i) giving the student making the complaint an opportunity to make oral submissions,
(ii) allowing the student to have a person present with the student at all stages of the proceedings, and
(iii) the right of the student to have the person referred to in subclause (ii) make the oral submissions on his or her behalf;
(d) a description of the manner in which complaints, submissions and decisions will be recorded;
(e) a maximum length of time that may elapse between the date the complaint is submitted and the date a decision is issued by the college;
(f) a requirement that the decision be delivered to the student in writing and include reasons;
(g) a procedure for reviewing a decision;
(h) a requirement that the college maintain a record of every complaint at the campus where the complaint originated for a period of at least three years from the date of the decision relating to the complaint, which record shall include a copy of the complaint, of any submission filed with respect to the complaint and of the decision; and
(i) a requirement that the college provide the student who makes a complaint with a copy of the record referred to in clause (h).
(2) If a student is not satisfied with a private career college’s resolution of his or her complaint in accordance with the procedure set out in subsection (1), the student may refer the matter to the Superintendent and shall include in his or her application to the Superintendent a copy of the record referred to in clause (1) (h).
Pursuant to clause 36 (1) (b) of O. Reg. 415/06 the colleges student complaint procedure must provide the person or persons, identified by position, who will decide whether to dismiss the complaint or make a recommendation as to any further action in relation to the complaint. (requires 3 people to participate in (i) & (ii)
(i) Disciplinary Appeals Committee Roselyn Calapini, Paul Sharma, Donna Campbell, Alan Franklin, Mazher Jaffery, Muna Mohammed, Paige Chambers
(ii) Professional Standards Committee Roselyn Calapini, Paul Sharma, Donna Campbell, Alan Franklin, Mazher Jaffery, Muna Mohammed, Paige Chambers
(iii) Student Council Committee Roselyn Calapini, Paul Sharma, Donna Campbell, Muna Mohammed, Dian Jenson & student (2 participants required)
(iv) Student Organization Review Board Roselyn Calapini, Paul Sharma, Donna Campbell, Muna Mohammed & student (2 participants required)
(v) Student Life Committee Roselyn Calapini, Donna Campbell, Muna Mohammed, Dian Jenson & student (2 participants required)
The role of the committees are to develop a consultative approach
to decisions. Using a consensus model (general agreement among members of
the committee).
NOTE: The Committee’s in no way limit the students rights and all committee decisions are subject to the PCC ACT.
DISCIPLINARY
APPEALS COMMITTEE
|
PROFESSIONAL STANDARDS COMMITTEE
|
·
To oversee
the development, application and monitoring of the standards for teachers
·
To deal
with and determine approval of teacher education courses
·
To oversee
the monitoring of policies and guidelines and to process appropriate programs
developed by external providers and partners such as government, corporations
and academic partners and stakeholders
·
To provide
advice to the college president on policy issues relating to provincial
regulations. Ensure guidelines are followed
·
Review
student issues
STUDENT COUNCIL COMMITTEE
Provides
support for the students with handicaps by arranging special accommodations,
helps students with advice related to personal stress problems, medical needs,
poor study patterns, resume and employment assistance, or other issues.
This committee generally plays a referral role.
STUDENT ORGANIZATION REVIEW BOARD
The
student organization review board views student organization discipline
policies as an educational process. It will also review if the organization
disregarded a regulation or policy. Students will from time to time be
invited to make comments to improve the process to prevent any unfair or heavy
handed organizational policies.
STUDENT LIFE COMMITTEE
The
student life committee role is to encourage and maintain an ongoing dialogue on
the campus concerning student issues. This committee is responsible to
ensure orientation is provided to students and to ensure all the students needs
are met.
Instructions
- Before submitting this form to the school administrator, be sure that every question has been answered.
- You will be contacted if the college requires any additional information, so please make certain that your contact information is correct.
Once Part
A has been completed, please make sure that you sign the declaration in Part
A and then submit the original
and a copy of this form to the college manager, who will co-sign both copies,
return the original to you, and keep the copy for your academic file.
Part A (to be completed by the student):
i)
Personal Information
|
Student name |
|
Last name First
name |
|
Street address (number and street name) Unit/Suite |
|
City/Town Province Country Postal code |
|
Home
telephone number Work telephone number FAX number Cell
phone number |
|
E-mail address |
ii) Nature of Complaint:
What is your complaint with the
college? (If you
need more space, either here or below, attach a separate sheet.)
What do you want the college to do to
resolve your complaint? (If you need more space, either here or below, attach a separate
sheet.)
|
Have you tried to
resolve your concern informally and directly with the person(s)
involved? Please explain. Do you have any documentation in support of your complaint that you want to submit to the college? If so, please itemize them below and attach them to this form |
By signing this form, I, _________________________________________________________,
declare the information provided by me in Part A to be true and correct.
__________________________________
Student Signature
Date (dd/mm/yyyy)
By signing this form, I certify that I have received a copy of this form on behalf of (insert College name here)
__________________________________
College Staff Signature
Date (dd/mm/yyyy)
Part B (to be
completed by college staff):
i)
Formal Procedure Resolution and follow
up:
Record here any
decision that resulted from the formal process meeting between the student
and the college staff member, the reason for that decision, and a
description of the complaint resolution plan that will be implemented and
monitored.
We, (student name) __________________and (college staff name) ___________________
declare that we have agreed to implement and monitor the resolution plan described above.
__________________________ ____________________
Student Signature Date
__________________________ ____________________
College Staff Signature Date
ii) Closure of Student's Complaint and the Mutually Satisfactory Outcome:
This part to be signed by both the student and the college staff representative, when a
mutually satisfactory resolution has been achieved.
We, (student name) __________________and (college staff name) ___________________
declare that the resolution described in (i) above has worked to our mutual satisfaction and
agree to close this complaint,
__________________________ ____________________
Student Signature Date
__________________________ ____________________
College Staff Signature Date
Section 2: Request to Review the Formal Procedure Resolution Outlined in Part B above.
Part C: To be completed by the student when requesting a review
Describe the reasons
why the complaint resolution plan resulting from the formal procedure from
Part B above was unsatisfactory.
____________________________ _______________________
Student’ Signature Date
Part D: (to be completed by College Administrator upon completion of the review.
Describe the findings
from the investigation by the Student Complaint committee: Outline the Student Complaint Committee’s resolution
decision and the reasons for that decision:
__________________________ _______________________
College Staff Signature Date