DISPUTE RESOLUTION POLICY

This policy establishes the framework for addressing student complaints related to the College and its operations. It defines the rules and procedures for resolving student concerns and disputes in a fair and timely manner.

Scope:

This policy applies to all individuals who are enrolled in programs of study at the College. Alberta Dispute Resolution Policy Due to the size of the organization and diversity of individuals operating in close proximity to one another, the College realizes there may be disputes and conflicts that arise from time to time. The College is committed to ensuring a safe, comfortable, equal, and responsive learning environment for everyone. The College is committed to the prompt and equitable resolution of student concerns to the satisfaction of both the student and the College. Disputes should be filed within 90 calendar days of the occurrence of the incident or from the date upon which the student should reasonably have known about the matter(s) they are disputing. Disputes submitted beyond one calendar year from date of graduation or withdrawal will not be accepted.

• Anonymous complaints will not be accepted.
• A student complaint must be made in writing to studentservices@campbellcollege.ca.
• The student making a complaint will have the opportunity to have a person present with the student at all stages of the proceedings; and the right to have that person make an oral submission on his or her behalf.
• Any reconsideration (if any), must be completed no later than 30 calendar days of the date on which the student submitted the complaint.
• A student who makes or is otherwise involved in a complaint will not be subject to any form of retaliation by the institution at any time for making the complaint.
• o decisions, for at least 3 years from the date of decision.

Students are strongly encouraged to discuss any conflicts, disputes, or concerns via informal discussion at the earliest opportunity.

Procedure:

Campus Director Resolution:

If the attempt to resolve issues via informal discussion has not been successful, the student shall provide their concerns or complaint in writing (e-mail, letter) to the Campus Director – maysam@campbellcollege.ca. The student must provide their full name and student ID number, set out the areas of concern or complaint, their suggested remedy, and what steps they have taken to date to address or resolve the issue. The Campus Director must fully investigate the student’s concerns or complaint and whenever necessary meet with the student as soon as is practicable and normally within 5 days to seek resolution and/or seek additional information about the concerns or complaint from the student or any other parties involved. After careful consideration, the Campus Director will provide a written decision to the A copy of the student complaint record will be provided to the student. The College will maintain a record of the complaint, any submissions filed, and the student making a complaint may be represented by an agent or lawyer. The dispute resolution process, including written reasons for the determination and AB-Dispute Resolution Policy student including explanations, no later than 10 calendar days after the receipt of the concerns, or complaint with the best possible resolution for the student. The decision will be in letter form, delivered via email and CC to the student file and Dispute Resolution File.

Decision letter must include the pathway of appeal or next steps relative to the campus in which the program exists, including the relevant contact information for the Regional Director of Operations (Provincial Student Relations Email).

Following the delivery of the Campus Director Level-1 decision, if there is a nonresponse from the student the Campus Director is required to follow up daily. If the student continues to be unresponsive for 5 days, then the Campus Director will force the escalation to Level-2, the Executive Director: alex@campbellcollege.ca