PROGRAMS LEADING TO A ACS IN QUEBEC
Due to the size of the organization and diversity of individuals operating in close proximity to one another, the College realizes there may be disputes and conflicts that arise from time to time. The College is committed to ensuring a safe, comfortable, equal, and responsive learning environment for everyone. The College is committed to the prompt and equitable resolution of student concerns to the satisfaction of both the student and the College.
Complaints should be filed within 90 calendar days of the occurrence of the incident or from the date upon which the student should reasonably have known about the matter(s) they are complaining about. Complaints submitted beyond one calendar year from date of graduation or withdrawal will not be accepted.
- Anonymous complaints will not be accepted.
- Formal Student complaints must be made in writing.
- The student making a complaint may be represented by an agent or lawyer.
- The dispute resolution process, including written reasons for the determination and any reconsideration (if any), must be completed no later than 30 calendar days of the date on which the student submitted the complaint.
- A student who makes or is otherwise involved in a complaint will not be subject to any form of retaliation by the College at any time for making the complaint.
Students are strongly encouraged to discuss any conflicts, disputes, or concerns via informal discussion at the earliest opportunity.
Campus Director Resolution:
In the event that the attempt to resolve issues via informal discussion has not been successful, the student shall provide their concerns or complaint in writing (e-mail or letter) to the Campus Director. The student must provide their full name and student ID number, set out the areas of concerns or complaint, their suggested remedy, what steps they have taken to date to address or resolve the issue.
The Campus Director must investigate the student’s concerns or complaint and whenever necessary meet with the student as soon as is practicable and normally within 5 days to seek resolution and/or seek addition information around the concerns or complaint from the student or any other parties involved.
- If the Campus Director is not available, or named in the complaint, the dispute must be submitted to the Associate Campus Director, Education Manager or Program Coordinator.
- Students will be provided with the contact information of the Campus Director, Associate Campus Director, Education Manager and Program Coordinator during their orientation before the start of their first class.
- If a formal complaint is sent to a staff member other than the Campus Director, that staff member must redirect the complaint within 1 business day of receipt to the Campus Director.
After careful consideration, the Campus Director will provide a written decision to the student, no later than 10 calendar days after the receipt of the concerns, or complaint.
Campus Support Resolution:
If a resolution cannot be found at the campus level, the student may pursue the matter further by sending an email to the Regional Director of Operations. The name and contact information will be provided in the Campus Director’s decision letter.
- The email must include the student’s concern, actions taken to date and the desired outcome or resolution.
- The email must be sent within 5 calendar days of the Campus Director decision.
The Regional Director of Operations will contact all relevant parties to gather information regarding the concern.
The Regional Director of Operations will conduct an investigation with the support of the Regional Compliance Manager and review of the complaint/concern and inform all parties of the progress of the investigation and review.
Once the investigation is complete, the Regional Director of Operations will respond to the student in writing, no later than 15 calendar days after the receipt of the concerns, or complaint.
Once all of the above processes have been exhausted, and if no resolution is reached, the Student will have exhausted the College’s Internal Complaint/Dispute Resolution Process. If the student is not satisfied with College’s decision after completing the review process, they can contact their provincial regulator. For college level programs: InfoPlainte-ES@mes.gouv.qc.ca