Dispute Resolution Policies

 

1. This policy governs complaints from students respecting United Pacific College (UPC) 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:

•Student complaints must be made in writing.

•The student must provide a written complaint to the Senior Education Administrator (SEA) of UPC, Natasha Lin (Telephone 604-862-6168 or Email natasha.upc@gmail.com), in person or by email. The SEA of    UPC is responsible for making determinations in respect of complaints. If the SEA is absent or is in a complaint, the student must provide the complaint to the director of UPC, Lily Li ((Telephone 604-537-5719      or Email upclily@gmail.com)

•Details of procedure are as follows:

A. Procedure for Student Disputes on Non-academic Matter

 

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 UPC.

2)  The Director of UPC 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 UPC 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 Dispute Resolution Policy

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 UPC 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 fifile.

 

5) If it has been determined that the student’s concerns are substantiated in whole or in part the Director of UPC shall include a proposed resolution of the substantiated concern(s).

6) If the student is not satisfified with the determination of the Director of UPC, the student must advise the Senior Education Administrator within 48 hours of being informed of the determination. The
    Senior Education Administrator will review the matter and meet with the student within 5 school days.

7) The Senior Education Administrator shall either confifirm or vary the determination of the Director of U P C . At this point the School’s Dispute Resolution Process will be considered exhausted.
 

B. 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 Dispute Resolution Policy

 

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/Lead Instructor.

3) The Program Director/Lead Instructor 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 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) (www.privatetraininginstitutions.gov.bc.ca). 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.