1. General Guidelines
- Written Requirement: Statements of complaint must be made in writing.
- Confidentiality: All complaints are treated with strict confidentiality.
- Procedure Adherence: The procedure outlined below must be followed by all parties.
- Verbal Inquiries: A staff member presented with a verbal complaint will ask the Student to follow the procedure and remind the Student of the written complaint requirement.
- Registrar Availability: The Registrar shall be made available by the College to students to deal with student complaints in a timely manner.
- Resolution Committee: Complaints will be reviewed by a Resolution Committee established by the College, but only after the Student has complained to the Registrar.
- Documentation: The Resolution Committee will request a copy of any written response(s) from those already contacted by the Student in accordance with the procedure.
- Timely Action: Arrangements for meetings and written responses from the person being complained about will be made in a timely and professional fashion. No complaint will go unanswered.
- Record Retention: Records of complaints will be maintained at the location where they originated for a period of at least three (3) years.
Official Registrar Contact Information
2. Step-by-Step Formal Complaint Procedure
The Student will request a meeting with the instructor responsible for the course to discuss the complaint verbally and seek an informal resolution. If the matter is not resolved at this level, the Student proceeds to Step 2.
The student will submit a completed written complaint to the Registrar.
- Meeting within 7 Days: The Registrar will arrange a meeting with the Student and Director within 7 days of receipt of the written complaint.
- Oral Presentation & Representation: The Student will have an opportunity to make an oral presentation of the complaint at this meeting and to have another person present or make the presentation on their behalf. Minutes of the meeting will be recorded.
- Written Response within 14 Days: The Registrar will provide a written response to the Student outlining the discussion, proposed and/or agreed upon solutions within 14 days of the meeting, including a decision statement, reasons, and minutes.
If not resolved at this level, the Student proceeds to Step 3.
The Student submits the completed written complaint to the Resolution Committee (including a copy of the complaint submitted to the Registrar, the Registrar's response, and the Student's objections or comments).
- Review within 14 Days: The Resolution Committee will arrange a meeting with the Student within 14 days of receipt.
- Oral Presentation: The Student may make an oral presentation or have a representative present. Formal minutes will be recorded.
- Comprehensive Determination: The Resolution Committee provides a written response outlining discussion, solutions, reasons, and meeting minutes within 14 days.
If you are not satisfied with the resolution of your complaint at the campus level, you may submit your complaint to the Superintendent of Career Colleges through PARIS, the Ministry's automated regulatory system:
https://www.pcc.tcu.gov.on.ca/PARISExtWeb/public/login.xhtml
Instructions: Register as a new PARIS user, enter your contact information, verify your account via the email confirmation, and complete your submission. PARIS will confirm that you have completed the campus-level procedure before forwarding the complaint to the Superintendent.