Student Complaint Procedure Guide

Student Complaint Procedure

General Guidelines:

Statements of complaint must be made in writing.

All complaints are confidential.

The procedure outlined below must be followed.

A staff presented with a verbal complaint will ask the student to follow the procedure and remind the student of the written complaint requirement.

The Administrator will also ask for a copy of any written response(s) from those already contacted by the student in accordance with the procedure.

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.

Records of Complaints will be maintained at the location where they originated for a period of at least three years.

Complaint Procedure:

Step 1.

The student will request a meeting with the Instructor responsible for the course to discuss the complaint verbally.

If not resolved at this level, the student will proceed to Step 2.

Step 2.

The student will submit a completed written complaint to the Administrator, using the following contact information:

Luciana Figaro-Quesnel

Administrator

106-2220 Midland Ave, Scarborough ON M1P 3E6

Tel: 416-321-2220 Toll-Free: 800-272-8265 Fax: 416-321-5115

office@academyoflocksmithing.ca

The Administrator will arrange a meeting with the student within 7 days of receipt of the written complaint.

The student will have an opportunity to make an oral presentation of the complaint at this meeting and to have another person present or another person make the oral presentation on his/her behalf. This meeting discussion will be minuted.

The Administrator will provide a written response to the student, outlining the discussion and any proposed and/or agreed upon solution(s) within 7 days of the meeting. This response will include a decision statement, together with the reasons on which the decision is based and minutes of meetings held.

If not resolved at this level, the student will proceed to Step 3.

Step 3.

The student will submit a completed written complaint to the Director, using the contact information:

Cecil Bacon

Director

106-220 Midland Ave, Scarborough ON M1P 3E6

Tel: 416-321-2220 Fax: Toll-Free: 800-272-8265 Fax: 416-321-5115

office@academyoflocksmithing.ca

The Director will form a committee, consisting of 2 other Directors and a student, and arrange a meeting with the student within 7 days of receipt of the written complaint (which should include the Administrator's response with recommended solutions and the student's objections or comments regarding these solutions).

The student will have an opportunity to make an oral presentation of the complaint at this meeting and to have another person present or another person make the oral presentation on his/her behalf. This meeting will be minuted.

The Director will provide a written response to the student, outlining the discussion and any proposed and/or agreed upon solution(s) within 7 days of the meeting. This response will include a decision statement, together with the reasons on which the decision is based and minutes of meetings held.

If not resolved at this level, the student will proceed to contact the Superintendent of Private Career Colleges, Ministry of Training, Colleges and Universities using the following contact information:

Superintendent of Private Career Colleges

Ministry of Training, Colleges and Universities

77 Wellesley Street West, Box 977

Toronto, Ontario M7A 1N3

In order to file a complaint with the Superintendent, the student must complete a Ministry Student Complaint Form (58-1399E) and include a copy of the School's Complaint Form and all other relevant documents.

The Ministry Complaint Form is available at http://www.forms.ssb.gov.on.ca/mbs/ssb/forms/ssbfo...~2/$File/58-1399E.pdf

Student Complaint Form

This form is to be used by students to request the initiation of the college's formal complaint procedure or to request a review (appeal) of a formal resolution plan that the student deems unsatisfactory.

This form is also to be used by college staff to record the results of the formal complaint procedure and the review process (if applicable).

If a student is not satisfied with the college's decision after working through the formal complaint procedure and any subsequent review process, he/she can ultimately file a complaint with the Superintendent of private career colleges, provided that the student is attending a program approved under the Private Career Colleges Act, 2005.

Section 1 – Request to Initiate the Formal Complaint Process Instructions

 Before submitting this form to Luciana Figaro-Quesnel, Administrator, be sure that every question has been answered.

 You may be contacted if the college requires any additional information, so please make certain that your contact information is correct.

Once Part A has been completed, please make sure that you sign the declaration in Part A and then submit the original and a copy of this form to Luciana Figaro-Quesnel, Administrator, who will co-sign both copies, return the original to you, and keep the copy for your academic file.

Part A (to be completed by the student):

i) Personal Information:

Student name Last name First name Street address (number and street name) Unit/Suite City/Town Province Country Postal code Home telephone number Cell phone number Work phone number FAX number E-mail address

ii) Nature of Complaint: What is your complaint with the college? (If you need more space, either here or below, attach a separate sheet). What do you want the college to do to resolve your complaint? (If you need more space, either here or below, attach a separate sheet).

Have you tried to resolve your concern informally and directly with the person(s) involved? Please explain.

Do you have any documentation in support of your complaint that you want to submit to the college? If so, please itemize them below and attach them to this form

By signing this form, I, _________________________________________________________,

declare the information provided by me in Part A to be true and correct.

__________________________________

Student Signature

__________________________________

Date (dd/mm/yyyy)

By signing this form, I certify that I have received a copy of this form on behalf of The Academy of Locksmithing.

__________________________________

Director Signature

__________________________________

Date (dd/mm/yyyy)