Definitions
For the purposes of this policy:
- Informal Resolution: Students are encouraged to first seek an informal resolution by discussing their concern directly with the relevant instructor, advisor, or department head within 30 days of the incident or issue arising. The College supports open dialogue to resolve matters promptly and respectfully.
- Complaint: A formal expression of dissatisfaction by a student regarding a College-related action, decision, or service, where a response or resolution is explicitly expected. This includes, but is not limited to, matters related to academic delivery, administrative processes, college facilities, or the conduct of College staff or representatives.
- Formal Complaint: A complaint submitted in writing in accordance with Section V of this policy.
- Informal Concern: An initial discussion or dialogue seeking to resolve an issue without initiating the formal written process.
- Business Day: Any day the College’s main administrative offices are officially open.
- Conflict of Interest: A situation where a person involved in the complaint process has a personal, professional, or financial interest that could impair their objectivity or create an unfair advantage.
- Retaliation: Any adverse action, threat, intimidation, or harassment against an individual for raising a concern or participating in a complaint process in good faith.
Informal Complaint Submission
If the matter remains unresolved after informal efforts, or if the nature of the concern warrants a formal process, the student may submit a formal written complaint via email to complaints@aquinascollege.ca
- 4.1 Required Information: The submission must include:
- Student’s full name and student ID.
- A clear description of the concern and relevant dates.
- Names of any individuals involved.
- A summary of steps taken for informal resolution.
- Any supporting documents or correspondence.
- The desired resolution.
- 4.2 Acknowledgment: The College will acknowledge receipt of the complaint in writing within three (3) business days.
Internal Review and Decision
- The complaint will be reviewed by the Student Services Coordinator, who was not directly involved in the matter.
- The Student Services Coordinator may request additional information, review relevant documentation, and consult with appropriate parties as necessary to ensure a fair, thorough, and impartial review. Where warranted, the Student Services Manager may establish a special committee to assist in the review and resolution of the complaint.
- A written decision outlining the findings, the rationale for the decision, and any corrective or remedial actions (if applicable) will be provided to the student within fifteen (15) business days from the date the complaint is formally acknowledged, unless exceptional circumstances require additional time.
External Review with PCCB
If the student is not satisfied after exhausting all internal stages of this complaint process, they have the right to seek an external review.
- 4.1 Eligibility: Students may submit an eligible complaint to the Private Career Colleges and Compliance Branch (PCCCB).
- 4.2 Deadline: This must be done within six (6) months of the student’s last day of attendance at Aquinas College.
- 4.3 Student Responsibility: Students are advised to retain copies of all submissions and correspondence from the internal process to facilitate an external review.
Scope and Limitations of the Policy
- 5.1 Within Scope: This policy covers complaints that may be eligible for PCCB, Alberta Advanced Education review, such as allegations of misleading information by the College, failure to meet contractual or licensing obligations (e.g., program delivery, refunds), or improper application of college policies.
- 5.2 Outside PCCCB Scope: Students are advised that the PCCB, Alberta Advanced Education does not investigate matters such as individual grades, academic judgment, interpersonal conflicts between individuals, or general feedback on program quality after completion. These matters are addressed solely through the College’s internal processes.
Confidentiality and Non-Retaliation
All complaints will be handled with appropriate confidentiality. Students who raise concerns in good faith will not be subject to retaliation, adverse treatment, or prejudice as a result of their complaint.
Record Keeping
- A complete and confidential record of every formal complaint, including all submissions, correspondence, evidence, and outcomes, shall be maintained for each student.
- All complaint records are stored securely in the College’s designated, access-controlled digital records system used for official student documentation. Access to these records is limited to authorized College personnel with a legitimate administrative or compliance role.
- Complaint records are maintained separately from general academic files and are handled in accordance with the College’s privacy, confidentiality, and records retention policies.
Publication:
- Please note that the Complaint Resolution Process section does not appear in the printed Student Handbook due to an omission made by the printing company during formatting. This policy was not removed or discontinued; it remains fully active and enforceable.
- The complete and approved policy is maintained in the institution’s master policy registry under Document ID: POLICY_COMPLAINT_2024.
- The full wording is available in the official digital Student Handbook under the section titled “Complaint Resolution Process” or “Grievance Procedures.” Students are encouraged to consult the digital version for detailed procedures, submission requirements, and timelines.
- For reference, the approved text is also documented in the standalone policy titled “School’s Complaint Resolution Process,” dated July 5, 2023.
Grounds for Appeal
A student who is dissatisfied with the decision in Section V may request an internal appeal only on the following grounds: (a) a significant procedural error occurred during the review that likely affected the outcome; or (b) new and significant evidence, not reasonably available during the initial review, has come to light.
- Appeal Submission: The appeal must be submitted in writing to the Academic Department Head within ten (10) business days of receiving the Section V decision. The submission must specify the ground(s) for appeal and include all supporting documentation.
- Appeal Review: The Dean of Students (or their designate) will review the appeal based on the written record and the stated grounds. They may affirm, vary, or overturn the original decision, or order a new review.
- Appeal Decision: A final written decision on the appeal will be provided to the student within fifteen (15) business days of receipt of the appeal request. This decision concludes the College’s internal complaint process.
