Dispute Resolution Policy
1. This policy governs complaints from students respecting United Pacific College and any aspect of its o perations. Student will not be subject to any form of retaliation as a result of filing a complaint.
2. All student complaints must be made in writing.
3. The student must provide the written complaint to the Director of Student Affairs/Program Director who is responsible for making determinations in respect of complaints. If the Director of Student Affairs/Program Director is absent or is named in a complaint, the student must provide the complaint to the Senior Education Administrator.
4. The process by which the student complaint will be handled is as follows:
ProcedureforStudent Disputes on Non-academicMatter
- 1) When a concern arises, the student should address the concern with the staff member or the instructor 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 Director of Student Affairs.
- 2) The Director of Student Affairs will arrange to meet with the student to discuss the concern and desired resolution within 5 school days of receiving the student’s written concern, or as soon as practicable.
- 3) Following the meeting with the student, the Director of Student Affairs will conduct whatever esquire and/or investigations are necessary and appropriate to determine whether the student’s concerns are substantiated in whole or in part. Those inquiries may involve further discussion(s) with the student either individually or with appropriate (institution’s) personnel.
- 4) The necessary enquiries and / or investigations shall be completed no later than l0 school days following the receipt of the student’s written concerns. The Director of Student Affairs will do one of the following within l0 days of receiving the student’s written concerns:
- a. Determine that the student's concerns are not substantiated; or
- b. Determine that the student’s concerns are substantiated in whole or in part;
- c. Determine that the student’s concerns are frivolous and vexatious.
The student and the institution’s personnel involved shall receive a written summary of the above determination. A copy of all documentation relating to every student’s complaint should be signed by all parties. A copy shall be given to the student, a copy will be placed in the school’s Student Conduct File, and the original will be placed in the student ﬁle.
- 5) If it has been determined that the Student's concerns are substantiated in whole or in part the Director of Student Affairs shall include a proposed resolution of the substantiated concern(s).
- 6) If the student is not satisﬁed with the determination of the Director of Student Affairs, the student must advise the Senior Educational Administrator within 48 hours of being informed of the determination. The Senior Educational Administrator will review the matter and meet with the student within 5 school days.
- 7) The Senior Educational Administrator shall either conﬁrm or vary the determination of the Director of Student Affairs. At this point the School’s Dispute Resolution Process will be considered exhausted.
Procedure for Grade Appeal:
- 1) If a student is dissatisfied with the grade received for a mid-term or final course assessment 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.
- 2) 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 Program Director.
- 3) The Program Director will obtain a copy of the mid-term or final assessment from the instructor and will have the assessment re-marked by another instructor.
- 4) If the assessment achieves a higher grade on re-mark, the higher grade will be assigned to the student. If the assessment achieves a lower grade on re-mark, the original grade will be retained.
- 5) If the student is not satisfied with the outcome from Item #4, he or she can appeal in writing to the Senior Educational Administrator within 5 days of receiving the grade. The determination of the Senior Educational Administrator is final.
Written reasons for the determination will be provided to the student within 45 days after the date on which the complaint was made.
- 5.The student making the complaint may be represented by an agent or a lawyer.
- 6.If the student is or was enrolled in an approved program, is dissatisfied with the determination, and has been misled by the institution regarding any significant aspect of that program, he or she may file a complaint with the Private Career Training Institutions Branch (www.privatetraininginstitutionsbranch.bc.ca).