POLICY

1. This policy governs complaints from students respecting Resilient College Ltd. 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 Director or SEA. If the Director is absent or is named in a complaint, the student must provide the complaint to the Senior Educational Administrator.
   • The Senior Educational Administrator or Director will review any complaints. Within 5 college days of receiving the complaint, the Director or Senior Educational Administrator will arrange to meet with the student to discuss the concern(s).

• Following the meeting with the student, the Director or the Senior Educational Administrator will conduct whatever further inquiry or investigation is necessary to determine whether the concerns can be substantiated.

• Any necessary inquiries or investigations shall be completed within 10 college days of the initial meeting with the student. This timeline can be extended with approval of the Director if the complaint is deemed complicated and requires additional time.

• The Director or Senior Educational Administrator will connect 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 Senior Educational Administrator 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 Director.

• 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.

• 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). Complaints must be filed with PTIB within one year of the date a student completes, is dismissed from, or withdraws from the program.

4. The student making the complaint may be represented by an agent or a lawyer.