Dispute Resolution Process

Role(s) Responsible for Enforcement: Campus Director and/or Management (if applicable)

Policy:

1. This policy governs complaints from students respecting Cambria College and any aspect of
   its operations.
2. 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.
3. The process by which the student complaint will be handled is as follows:

• • • • All student complaints must be made in writing.
      • The student must provide the written complaint to the Campus Director (or Acting Campus Director) of the respective location:
        Victoria Campus – Nina Kanapi (nina.kanapi@cambriacollege.ca), Vancouver Campus – Ana Espinoza (ana.espinoza@cambriacollege.ca), Surrey Campus – Aali Basant (aali.basant@cambriacollege.ca) and Richmond Campus – Sohena Sahi (sohena.singh@cambriacollege.ca) who are responsible for making an initial determination in respect of complaints. If the Campus Director is absent or is named in a complaint, the student must provide the complaint to the Chief Operating Officer Dylan Matter (dylan.matter@cambriacollege.ca).

4. The Campus Director will review any complaints and consult with Senior Management if deemed necessary.
5. The process by which the student complaint will be handled is as follows:

• • • Within 5 school days of receiving the complaint, the Campus Director will arrange to meet with the student to discuss the concern(s).
    • Following the meeting with the student, the Campus Director will conduct whatever further enquiry or investigation is necessary to determine whether the concerns can be substantiated.
    • Any necessary inquiries or investigations shall be completed within 10 school days of the initial meeting with the student. This timeline can be extended with the approval of Senior Management if the complaint is deemed complicated and requires additional time.
    • The Campus Director will meet with the student and/or other persons and do one of the following:
      • • Determine that the concern(s) were not substantiated; or
        • Determine that the concern(s) were substantiated, in whole or in part.
    • The Campus Director will prepare a written summary of the determination and a report of what action(s) may be taken. This summary and report will be reviewed and approved by the Senior Management.
    • A copy shall be given to the student, a copy will be placed in the institution’s complaint file, and the original will be placed in the student’s file. If the student is under 19 years of age, a copy will be sent to their guardian/ parent.
    • Written reasons for the determination will be provided to the student within 30 days after the date on which the complaint was made.

6. The student making the complaint may be represented by an agent or a lawyer.
7. If the student is or was enrolled in an approved program, is dissatisfied with the determination, and has been misled by the College regarding any significant aspect of that program, he or she may file a complaint with the Private Training Institutions Regulatory Unit (https://www.privatetraininginstitutions.gov.bc.ca/). Complaints must be filed with PTIRU within one year of the date a student completes, is dismissed from, or withdraws from the program.

Note: This filing is only applicable for programs requiring PTIRU approval.