Student Complaint Process

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 or the Service Area Manager should provide their written response to the student.

Step 4

If the complaint has not been resolved informally, or if the informal complaint process is not appropriate:

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.