- This policy governs complaints from students respecting Keystone College and any aspect of its operations.
- 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.
The process by which the student complaint will be handled is as follows:
- Student complaints must be made in writing.
- When a concern arises, the student should first attempt to address the concern with the individual most directly involved. If the student is not satisfied with the outcome at this level, the student should put his/her concern in writing by emailing to firstname.lastname@example.org or to SEA/ Campus Manager.
- The SEA/ Campus Manager will arrange to meet with the student to discuss the concern and desired resolution as soon as possible but within five (5) school days of receiving the student’s written concern.
- Following the meeting with the student, the SEA/Assistant Campus Manager will conduct whatever enquiries and/or investigations are necessary and appropriate to determine whether the student’s concerns are substantiated in whole or in part. Those enquiries may involve further discussion(s) with the student either individually or with appropriate Keystone College personnel. All communications must be in writing.
- The necessary enquiries and/or investigations shall be completed, and a response provided in writing to all involved as soon as possible but no later than 30 days following the receipt of the student’s written concerns.
- If it is determined that the student’s concerns are not substantiated, the Institution will provide a written explanation of the decision and deny the complaint; or
- If it is determined that the student’s concerns are substantiated in whole or in part, the Institution will propose a resolution.
- The written reasons will advise a student, that if the student is dissatisfied with the determination, and has been misled by the institution regarding any significant aspect of that program, the student may file a complaint with the Private Training Institutions Branch (PTIB) (privatetraininginstitutions.gov.bc.ca). Complaints must be filed with PTIB within one year of the date a student completes, is dismissed from, or withdraws from the program.
- The student making the complaint may be represented by an agent or a lawyer.