BCIT Student Complaint Process

BCIT is committed to providing high quality education and services for students.  We recognize that students will, from time to time, have concerns about their educational and service experience and require guidance in addressing these concerns.

The following procedures are designed to ensure a prompt and where possible, informal resolution to student complaints.

These procedures are to be used by students and/or their duly designated representatives who wish to initiate a complaint regarding instruction, services, institute employees, BCIT policy, practices or procedures.

Note: If you have a complaint about your individual mark or academic outcome, please review the Academic Appeal Process with attention to the time limits for appeals. 

Informal complaints

Step 1

  • Within five (5) business days of the incident or event, the student should speak to the instructor or the service area employee indicating:
    • The nature of the complaint
    • Requested remedy
  • Within five (5) business days of receiving the complaint, the instructor or service area employee should provide their written response to the student.

Step 2


If the student is not satisfied with the outcome of step 1, or if the student is not comfortable in proceeding with Step 1, within five (5) business days the student should:
  • Speak to the Program Head, Chief Instructor or Service Area Supervisor indicating:
    • The nature of the complaint
    • Efforts taken to address the complaint
    • Results of the resolution attempt
    • Requested remedy
  • Within five (5) business days of receiving the complaint, the Program Head, Chief Instructor or Service Area Supervisor should provide their written response to the student.

Step 3


If the student is not satisfied with the outcome of Step 2, or if the student is not comfortable in proceeding with Step 1 or 2, within five (5) business days, the student should:
  • Speak to the Associate Dean or the Service Area Manager indicating:
    • The nature of the complaint
    • Efforts taken to address the complaint
    • Results of the resolution attempt
    • Requested remedy
  • Within five (5) business days of receiving the complaint, the Associate Dean Service Area Manager should provide their written response to the student.

Formal complaints

Step 4

If the complaint has not been resolved informally, or if the student is not comfortable using the informal complaint process:
  1. Within ten (10) business days of the original incident OR the last attempt at informal resolution, the student should forward a written complaint using the Student Complaint Form [PDF] to the Dean or the Service Area Director outlining:
    1. Student name, program of study and contact information
    2. The nature of the complaint
    3. Efforts taken to address the complaint
    4. Results of the resolution attempt
    5. Requested remedy

  2. Within five (5) business days of receiving the written complaint, the Dean or the Service Area Director will:
    1. Write to the student acknowledging receipt of the complaint
    2. Undertake an examination into the complaint
    3. Determine the appropriate resolution to the complaint

  3. Within ten (10) business days of receipt of the complaint the Dean or the Service Area Director will:
    1. Provide the student with a written response outlining, within the limits of personal privacy, the decision in regard to the complaint.

Step 5

If the student is not satisfied with the decision of the Dean or Service Area Director:  
  1. Within ten (10) business days of receipt of a response from the Dean or the Service Area Director, the student should forward a written statement to the appropriate Vice President requesting a review of the decision including an explanation of the continued dissatisfaction.

  2. The request for a review must include:
    1. The original written complaint
    2. The written response from the Dean or the Service Area Director
    3. All previous written responses from Steps 1 to 4, if applicable

  3. The Vice President will review the decision and provide the student with a written response within twenty (20) business days of receipt of the request for review.

The decision of the Vice President is final.

Where to bring your complaint

Academic

Facilities Department For complaints about building, furnishings, heating and cooling, cleanliness, food services
Information Technology Services For complaints about BCIT accounts or computers
Library Services For complaints about access, service, library holdings
Registrar's Office For complaints about registration, admissions, time tabling
Safety and Security Department For complaints about hazards, theft, vandalism, threats, violence, emergency preparations
Schools and Programs For complaints about courses, programs, instruction:
Student Judicial Affairs For complaints about student non-academic behaviour
Student Services For complaints about

Where to get help:

Students may call upon their Set Reps, the BCIT Student Association Advocate, BCIT's Campus Mediation Services or members of a student's school or program for assistance in resolving complaints.

Other information

Appeals

Academic appeals and complaints of harassment and discrimination are addressed through other processes.

Protection

A student will not be subjected to discipline, retaliation or any adverse action for filing a legitimate complaint.

Withdrawing a Complaint

A student may withdraw a complaint at any time by simply advising the person to whom they have brought the complaint that they no longer wish to proceed.

Where a student has initiated a formal complaint, they may withdraw the complaint by writing the Dean or Service Area Director requesting that the complaint be withdrawn.

Download a printable version of the BCIT student complaint processes and complaint form [PDF].