Implementation Date: March 1st 2015Date of last Revision: February 1st 2016
Position Responsible: Teachers/Academic Director/Operational Director
All complaints will be dealt with at the lowest possible level and will be resolved with reference to written CLOUD NINE COLLEGE policies, academic regulations, student agreements, or host family rules. CLOUD NINE COLLEGE provides an opportunity for students to resolve disputes of a serious nature and grade appeals in a fair, reasonable and equitable manner. The policy applies to all CLOUD NINE COLLEGE students who are currently enrolled or were enrolled 6 months prior to the submission of their concern to the Academic Director.
Academic matters should first be brought to the appropriate teacher. If the teacher cannot resolve the matter, it should be brought to the Academic Director. The Academic Director will
(a) discuss the matter with the student’s teacher, and
(b) determine a corrective course of action.
If the teacher is to be involved in the remedy, the Academic Director will offer the teacher whatever support is possible.
Procedure for Grade Appeal:
- If a student is dissatisfied with a grade received and can provide evidence that a higher grade is warranted he/she should discuss with his/her instructor. The instructor will reconsider the grade and, if warranted, assign a different grade.
- If the student is not satisfied with the outcome of his/her appeal to the instructor, he/she should submit a written appeal to the Academic Director.
- The Academic Director will obtain a copy of the assignment/test in question from the instructor and will have another instructor re-assess the test.
- If the student achieves a higher grade on re-assessment, the higher grade will be assigned to the student. If the student achieves a lower grade on re-assessment, the original grade will be retained.
- The grade will be considered final and cannot be appealed.
- The decisions on the grade appeal will be provided to students within 30 school days of CLOUD NINE COLLEGE Vancouver’s receipt of the written appeal.
Non-academic matters should first be brought to the reception desk. If the person at the reception desk cannot resolve the matter, you should ask to speak to the Operations Manager.
Procedure for Student Disputes:
- When a concern arises, the student should first attempt to address the concern with the individual most directly involved. If the student is not satisfied with the outcome at this level, the student should put his/her concern in writing and deliver it to the Operations Manager.
- The Operations Manager will arrange to meet with the student to discuss the concern and desired resolution as soon as possible but within five school days of receiving the student’s written concern.
- Following the meeting with the student, the Operations Manager will conduct whatever enquiries and/or investigations are necessary and appropriate to determine whether the student’s concerns are substantiated in whole or in part. Those enquiries may involve further discussion(s) with the student either individually or with appropriate CLOUD NINE COLLEGE Vancouver personnel. All communications must be in writing.
- The necessary enquiries and/or investigations shall be completed and a response provided in writing to all involved as soon as possible but no later than 10 school days following the receipt of the student’s written concerns.
- If it is determined that the student’s concerns are not substantiated, the Institution will provide a written explanation of the decision and deny the complaint; or
- If it is determined that the student’s concerns are substantiated in whole or in part, the Institution will propose a resolution.
The response must specify that the student will have five school days to appeal the decision. A copy of the decision and all supporting materials shall be given to the student, a copy will be placed in the Institution’s Student Conduct File, and the original will be placed in the student file.
- If the student is not satisfied with the determination of the Operations Manager, the student must advise the Operations Manager as soon as possible but within five school days of being informed of the determination. The Operations Manager will immediately refer the matter to the President and CEO of the Institution.
- The President and CEO will review the matter and if necessary, may meet with the student as soon as possible but within five school days of receipt of the student’s appeal.
- The original decision will either be confirmed or varied by the President and CEO in writing within five school days after receipt of the student’s appeal or, if a meeting with the student occurred, within five days of that meeting. At this point the Institution’s dispute resolution process will be considered exhausted.
If a complaint is not resolved to the complainant’s satisfaction, the Operations Manager will call a meeting of the CLOUD NINE COLLEGE Quality of Work Committee, which serves as CLOUD NINE COLLEGE’s Appeals Committee. The Quality of Work Committee will report its decision within 10 working days. The Committee’s decision is CLOUD NINE COLLEGE’s final position.
If the student is dissatisfied with the result and feels that he or she has been misled by the Institution, he or she may file a complaint with the Private Career Training Institutions Agency (PCTIA).
All student dispute resolution and grade appeals will be conducted in a timely, private, and sensitive manner.