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SA03

Student Complaints

Classification:

Student Affairs

Responsible Authority:

Director, Student Support Services

Executive Sponsor:

Vice President, Student Services

Approval Authority:

Algonquin College Executive Team

Date First Approved:

1995-01-01

Date Last Reviewed:

2020-10-12

Mandatory Review Date:

2025-10-12

Please note - Appendix 5 is an infographic – providing a visual model of the Student Complaint process.

PURPOSE

To provide a mechanism through which students can raise concerns about their academic experience,

including services received. This policy applies in situations where a College policy or procedure, specific to

a student’s complaint, is not already in place. Ideally, resolution of student complaints can be reached

through collaborative problem solving, and on a relatively informal basis, where applicable.

There are two stages contained in this policy to allow escalation where it has not proved possible to resolve

a complaint informally, or where a student considers that their complaint has not or cannot be resolved

informally, or where it is apparent that complex and/or multiple issues or issues of a particularly serious

nature are involved.

SCOPE

Full-time and part-time students, including online students, who are currently enrolled in a course or

program at Algonquin College, and former students who were enrolled in a course or program when the

alleged incident(s), giving rise to the complaint, occurred.

DEFINITIONS

Word/Term

Definition

Administrator

Program Chair or Academic Manager responsible for the program or

course, or a Manager or Director of a service department

Anonymity

Anonymity allows the name of the complainant to be withheld. However, a

student reporting a complaint to a College Employee or College Official

should understand that while every effort will be made to ensure

confidentiality, the College cannot investigate or follow up on an

anonymous disclosure.

College Official

Any College employee, not otherwise specifically identified by role, who is

duly authorized and empowered to carry out official College business /

processes / functions / activities on behalf of the College and is acting,

within this context, in the name of the College.

Complaint

The expression, either oral or written, of the student’s dissatisfaction with

the learning/teaching experience, the College services, its employees or

other students.

SA 03 Student Complaint

Confidentiality

The process of strict privacy guiding the College’s response to a complaint.

A student’s name and disclosure is known, but, only to those who need to

know in order to help resolve the complaint/or provide support as per the

students request.

Employees

Full-time and part-time persons employed by the College

Senior administrator

Includes the Dean of a School, Faculty or the Vice President responsible

for the service department

Student

Any person who is currently enrolled in a course or program at Algonquin

College, or who was enrolled in a course or program when the alleged

incident(s), giving rise to the complaint, occurred.

POLICY

1. Algonquin College places a strong emphasis on providing its students with high quality academic

experiences and services, and continuously improving those experiences and services. An essential part of that

commitment is receiving and responding to the concerns and complaints of students and doing so in a timely and

constructive manner.

2. Students have the right to raise their concerns and to expect a timely response from the College.

3. Complaints about the academic experience, services or other students raised by students shall be

addressed in a way which respects the rights of all parties and which leads to the timely resolution of

the disputes. The College maintains their right to fact find or investigate in a sensitive and thoughtful

manner following a student complaint; such a process in no way implies an outcome or

predetermination of any wrongdoing or error prior to the conclusion of the process.

4. All employees of the College who deal with a complaint shall respect the student’s right to

confidentiality

. Similarly, the rights of a person who is the subject of a complaint, including their right

to confidentiality, will be respected. Note that confidentiality is not synonymous with anonymity. A

complaint must be made within thirty (30) days of the incident(s) giving rise to the complaint except in

extenuating circumstances which, in the opinion of the College, would justify an extension.

5. Where a complaint is against an individual, it is the right of the student to seek an informal resolution

through the various levels of supervision in the department involved.

6. Where a number of students in the same class of a postsecondary program have the same concern,

the matter should be raised at Program Council before proceeding with a formal complaint. In

exceptional circumstances, the concern could be brought to the attention of the appropriate

administrator, in lieu of Program Council, before proceeding with a formal complaint (AA03, the

Program Council Policy contains additional guidance on appropriate issues to be raised at Program

Council meetings).

7. A group of students may delegate one or more of its members to voice a complaint on its behalf.

However, no one shall initiate a complaint on behalf of another person or persons without the written

permission of the person(s). The decision whether to hear from other members of the group or to

deal only with the delegate rests with the administrator(s) to whom the complaint is addressed. For

a formal complaint, permission to initiate a complaint on behalf of another person or persons must

be in writing.

8. The College has a number of policies dealing with specific types of complaints. These are listed at the

end of this policy. If students are unsure under which policy they should launch a complaint or if they

require help to initiate the process, they can consult with any one of the following: Ombudsman;

Counselling Services; Director, Student Support Services, or Students’ Association.

SA 03 Student Complaint

9. Complaints can be addressed using an informal and/or a formal procedure. Students are encouraged

to try to resolve their complaint informally before proceeding with the formal complaint procedure.

PROCEDURE

Action

Responsibility

Step 1 - Informal Complaint Procedure

1.1

Set up meeting with employee, or their manager to review

complaint.

1.2

At meeting, state complaint clearly, preferably in writing. If

complaint is put in writing, retain a copy.

1.3

Listen to the concerns of the students and seek clarification, if

needed.

1.4

Explore ways to resolve the concerns. Either party may request

either a facilitated discussion (with a Manager, Chair or Dean) or

mediation to be used as part of the informal complaint resolution

process. Both parties must agree on the identity of the facilitator

or mediator. Mediators could be a designated person from the

Office of the Ombudsman or independent third party. Mediation

is encouraged.

1.5

Agree on a way to resolve the concerns and create a written

records of the solution for reference and for

action/distribution as appropriate.

1.6

If unable to resolve the issue, proceed to Step 2.

2. Step 2 - Formal Complaint Resolution

2.1 If unable or unwilling to approach the employee, or if concerns

have not been resolved during Step 1 with the employees or

their immediate manager as described in Section 1 above,

meet with the appropriate administrator.

2.2 At the meeting, present a signed written complaint to the

administrator providing the following information:

• Description of the complaint, including time and date

of events

• Employees involved

• Names of witnesses, if any

• Action taken to date

• Solution sought

2.3

Hear the student(s)’s complaints and ask points of

clarification.

2.4

Within five to ten (5-10) working days of meeting with the

student(s), investigate the merits of the complaint, which can

include a detailed, in-depth discussion with the employee or

the student(s), and any other investigation method deemed

appropriate by the administrator.

Student(s)

Employee

Student(s) and employee

Student(s)

Student

Administrator

SA 03 Student Complaint

2.5

Give the employee the opportunity to respond in writing to the

specific concerns raised by the student(s) within five (5)

working days.

Employee

2.6

If the complaint has merit, work out a resolution with the

employee and advise the student(s) in writing.

Administrator

2.7

If necessary, bring the employee and students together to

discuss the situation, clarify the complaint, and develop a

strategy to resolve the complaint.

Administrator

2.8

If the complaint lacks merit (e.g. if student(s) actions have led to

the consequences which are the subject of the complaint,

, or

cannot identify a specific area of concern), inform the student(s)

in writing and provide reasons why no further action will be

taken.

Administrator

Appeal of Decision

3.1

Within ten (10) working days of receiving the decision of the

administrator, if the student believes the complaint has not

been dealt with fairly, the decision is unfair, or if a written

response has not been received from the administrator, appeal

the decision in writing to the next level of management within

that area (e.g. Dean or Director).

Request for an appeal will be granted on limited grounds, namely:

A. That there has been a clear failure of due process in

consideration of the complaint, which the complainant

can define and provide evidence.

That the decision of Step 2 was not reasonable and in

accordance with the facts of the case;

New material evidence, which the complainant could not

reasonably have provided earlier, and which may be

sufficient to alter a decision; or facts that were not known

to the administrator(s) at the time of making their

decision due to extenuating circumstances. In these cases

the Senior Administrator is obliged to consider the validity

and admissibility of the new information/facts. In the

event that new information is being relied upon by the

complainant, the Senior Administrator shall specifically

explain in their decision why or why not they have

accepted or rejected all or some of the new information.

The

complainant should set out their concerns clearly and

succinctly and provide evidence in support, where possible.

The complainant must also explain how the response received

at Step 2 falls within one of the grounds set above in paragraph

3.1 and outline the remedy sought.

Student

3.2

Review all documents provided at Step 2 (Formal Complaint

Resolution, meet with appropriate persons knowledgeable about

the complaint, and make inquiries as needed.

Senior Administrator

3.3

Decide if the complaint has merit and on the manner in which

the complaint is to be resolved.

Senior Administrator

SA 03 Student Complaint

3.4

Inform the student(s) of the decision within ten (10) working

days of receiving the appeal and indicate that the matter is

now closed.

Senior Administrator

SA 03 Student Complaint

SUPPORTING DOCUMENTATION

Appendix 1 – Guidance Notes for Step 1 and Step 2

Appendix 2 – Rights, Entitlements and Responsibilities under the Student Complaints Policy and Procedure

Appendix 3 – Formal (written) Complaint Submission Form

Appendix 4 – Appeal Submission Form

Appendix 5 – SA03 Informal and Formal Complaint Procedures

RELATED POLICIES

AA03 Program Council

AA18 Academic Discipline

AA19 Academic Appeal

HR22 Respectful Workplace

SA02 Ombudsman

SA07 Student Conduct

SA 16 Sexual Assault/Sexual Violence

RELATED MATERIALS

None

SA 03 Student Complaint – Appendix 1 1

SA03: APPENDIX 1

GUIDANCE NOTES FOR STEP 1 AND STEP 2

Step 1 Guidance Notes:

A. Either a verbal or written complaint can be resolved through the Step 1 resolution process.

B. Where an employee is the subject of a complaint students are encouraged to approach the

employee directly. If this is not appropriate, students are encouraged to approach the line manager

of the employee that is the subject of their complaint.

C. A student can be accompanied by a peer, Class Representative, or a member of the Algonquin

Students’ Association, during the Step 1 complaint resolution phase.

D. An employee can be accompanied by a Union representative during the Step 1 complaint resolution

phase.

E. Depending on the nature of the complaint, it may not be possible for the

employee/administrator/senior administrator to preserve a student’s anonymity; in these

instances, every effort will be made to maintain the student’s confidentiality, while disclosing the

necessary information on a need to know basis.

Step 2 Guidance Notes:

A. Students are expected to submit complaints, within the timeline(s) and procedures indicated in

this policy. However, they may expect the College to exercise its discretion to extend the timelines

where there is good reason, supported by evidence, when a student has not been able to submit

a complaint within the timeline. Under certain circumstances, depending on the complexity of the

complaint, it may be necessary for the College to amend the timelines and procedures. All such

amendments will be available to the College without recourse by the student(s) or employee(s),

provided they do not cause prejudice to the parties and continue to result in a fair process.

B. A student can be accompanied by a peer, Class Representative, or a member of the Algonquin

Students’ Association, during the Step 2 complaint resolution phase.

C. An employee can be accompanied by a Union representative during the Step 2 complaint resolution

phase.

D. Depending on the nature of the complaint, it may not be possible for the

employee/administrator/senior administrator to preserve a student’s anonymity; in these instances,

every effort will be made to maintain the student’s confidentiality, while disclosing the necessary

information on a need to know basis.

E. Following investigation or fact-finding, the lack of a factual basis for a complaint will not be considered

evidence that a complaint was frivolous or vexatious. Any retaliation by employees because a student

engaged in the student complaints process is unacceptable and will be addressed appropriately.

F. While a student will not be disadvantaged as a result of making a complaint, the College may

consider referring the matter to the Student Conduct Board (through the Student Conduct Policy,

SA07) should there be reasonable/compelling evidence that a student complaint was frivolous,

malicious or brought in bad faith.

SA 03 Student Complaint – Appendix 1 2

G. A complaint will be deemed vexatious or frivolous if it is:

i. obsessive, harassing, or repetitive;

ii. insistent on pursuing non-meritorious complaints and/or unrealistic, unreasonable outcomes;

iii. insistent on pursuing what may be meritorious complaints in an unreasonable manner;

iv. designed to cause disruption or annoyance; and/or

v. demanding for redress which lacks any serious purpose or value

In such cases, the College will write to the student explaining why it is terminating consideration of

the complaint. If the student wants to challenge this decision, they must set out their reasons and

submit them together with any supporting evidence in writing to the Director, Student Support

Services or the designated administrator or the Head of Department. The Director of Student Support

Services or the designated Head of Department will inform the student of the outcome of their

challenge within ten working days of receiving it.

SA 03 Student Complaint – Appendix 2 1

SA03: APPENDIX 2

RIGHTS, ENTITLEMENTS AND RESPONSIBILITIES UNDER THE STUDENT COMPLAINTS

POLICY AND PROCEDURE

1. Key principles in dealing with student complaints

The key principles underpinning this Policy, which are based on principles of natural justice, are that:

a) The College will act fairly and reasonably in all circumstances;

b) The College will follow its own procedures in all circumstances, except where reasonable

amendments are necessary,

provided they do not cause prejudice to the parties and continue to

result in a fair process;

c) Decisions will be taken on the balance of probabilities;

d) Complainants will not suffer any disadvantage or recrimination as the result of making a complaint

in good faith.

2. Authority for action under this Policy and Procedure

a) The Director, Student Support Services, is the responsible authority for the administration of this

policy for students to raise legitimate issues of complaint. Any changes to this Policy and Procedure

shall be approved by the Algonquin College Executive Team, and through the sponsorship of the Vice

President, Student Services.

b) At each stage of the Procedure, the person to whom a complaint has been referred shall, if it is

upheld, apply such appropriate remedies as are within their powers. If they consider that the remedy

is outside their powers, they shall refer the matter to the appropriate authority.

3. Rights, entitlements and responsibilities under this Policy

a) Under this Policy, and in line with the Student Rights and Responsibilities within the Student Conduct

Policy, and other Algonquin College policies, the College acknowledges the rights of students and

sets out expectations of how students will interact with the Complaints Procedure as follows:

(i) Students will be treated fairly and consistently within the Procedure under this Policy;

(ii) Students will not suffer any disadvantage or recrimination as the result of making a

complaint in good faith;

(iii) Students are expected not to make any complaint frivolously, vexatiously or with malice.

Where a complaint is adjudged to be made frivolously, vexatiously or with malice,

disciplinary action may be taken against the complainant;

(iv) The College understands that students who are dissatisfied may be experiencing frustration

or stress but considers that students may be expected to engage with the Procedure in a

polite, courteous and prompt manner and may expect this to be reciprocated by those

SA 03 Student Complaint – Appendix 2 2

(v) Handling their complaint. The College may request that a student revises and resubmits a

communication under the Procedure where the tone or language used is deemed

inappropriate;

(vi) Students are expected to submit complaints, within the timeline(s) and procedures indicated

in this policy. However, they may expect the College to exercise its discretion to extend the

timelines where there is good reason, supported by evidence, when a student has not been

able to submit a complaint within the timeline. Under certain circumstances, depending on

the complexity of the complaint, it may be necessary for the College to amend the timelines

and procedures. All such amendments will be available to the College without recourse by

the student(s) or employee(s), provided they do not cause prejudice to the parties and

continue to result in a fair process.

(vii) Students are expected to be reasonable and realistic in any request for remedy or redress;

(viii) Students may expect to receive responses to complaints within the timelines indicated

within the Procedure or else to be informed of any reasons why this is not possible, with an

indication of the proposed amended timeline for a response;

(ix) Students are expected to provide, at the time of submission of their complaint, all relevant

documentation or other evidence and details of all issues which they wish to be taken into

consideration. However, complaints will not be rejected solely on the grounds of minor

procedural deficiencies on the part of the student;

(x) Students may expect complaints to be dealt with confidentially and that their privacy will be

respected. However, it may be necessary to disclose information to others in order to deal

with the complaint and in these circumstances the parties concerned will be informed of

such disclosure;

(xi) Where a student is invited to attend a face-to-face meeting, they shall be entitled to be

accompanied in accordance with provision set out within this Procedure;

(xii) Where a complaint is found to be justified, students may expect the College to take such

action or provide such remedy as may be appropriate and to do so promptly;

(xiii) Where a complaint is found not to be justified, students may expect to be informed in writing

of the reasons for that decision and to be informed of any further rights to request a review

of the decision.

b) Under this Policy, the College acknowledges the rights of staff/faculty and sets out expectations of

how staff/faculty will interact with the Complaints Procedure as follows:

(i) Staff/faculty are expected to engage with the Procedure in a polite, courteous and prompt

manner and may expect this to be reciprocated by the students making the complaint and

by colleagues investigating the complaint;

(ii) Staff/faculty may expect complaints made about them by students to be dealt with

confidentially and that their privacy will be respected. However, it may be necessary to

disclose information to others in order to deal with the complaint and/or to take appropriate

SA 03 Student Complaint – Appendix 2 3

(iii) actions in relation to the outcome of the complaint and in these circumstances the parties

concerned will be informed of such disclosure;

(iv) Where staff/faculty are invited to attend a face-to-face meeting as part of a complaint

investigation, they shall be entitled to be accompanied in accordance with provision set out

within this Procedure;

(v) Staff acting as investigators for complaints can expect co-operation in a polite, courteous

and prompt manner from colleagues from whom information relating to the complaint is

requested.

Reporting and recording of complaints

a) Where a complaint is upheld and action is required, a record of the action taken shall be kept with

the complaint documentation. Where recommendations for changes to policies or procedures are

made as the result of a complaint, a record of consideration of those recommendations and any

action taken shall be kept with the complaint documentation. Heads of academic departments, and

non-academic departments will monitor complaints which have been referred to them and will be

responsible for implementing, or recommending to the appropriate authority, changes to systems

or procedures suggested by the nature and pattern of the complaints received. The outcome of such

monitoring may also be used to inform other processes or activities.

Complaints Procedure: General Principles

a) Anonymous complaints will not be dealt with under this Procedure. If a member of staff receives an

anonymous complaint, they will be expected to seek advice from their line manager as to how the

complaint should be dealt with.

b) Where a complaint is made by a group of students, one student should be clearly nominated as the

main point of contact for those handling the complaint. Findings and decisions should, however, be

provided to each member of the group of students.

c) Formal complaints should be submitted using the designated complaint submission form. Where a

complaint is submitted without the designated form being completed or not completed in full, the

College reserves the right not to consider the complaint until the designated form has been properly

completed and submitted.

d) Students are expected to provide at the time of submission of their complaint, all relevant

documentation or other evidence and details of all issues which they wish to be taken into

consideration. Where this is not possible for good reason, students are expected to indicate what

documentation or evidence is to follow. The person receiving the complaint (‘the administrator’)

shall be entitled to impose a reasonable deadline by which this further information should be

provided by the student. The timeline for consideration of the complaint will be halted whilst the

provision of further information is anticipated. Unless there proves to be good reason why the

student cannot then meet that deadline, the administrator may then proceed to consider the

complaint once that deadline has passed, even if the further information has not been provided.

e) Where the investigator believes that there is additional information which the student has not

provided which is pertinent to the consideration of the complaint and which cannot readily be

gathered from other sources, they may request that the student submits it and set a reasonable

SA 03 Student Complaint – Appendix 2 4

f) Deadline normally no more than 5 calendar days from its submission. The timeline for consideration

of the complaint will be halted whilst the provision of that further information is anticipated. Unless

there proves to be good reason why the student cannot then meet that deadline, the administrator

may then proceed to consider the complaint once that deadline has passed, even if the further

information has not been provided.

g) Where, unsolicited, a student provides additional documentation or evidence after consideration of

a complaint has commenced, the administrator shall determine whether there is sufficient time

within the timescale set for their response to the complaint in which to consider this additional

information and, if not, shall inform the student of any necessary and reasonable adjustment to the

deadline for their response.

h) Timelines for the College’s responses to complaints, as set out in the procedures within the policy,

are those to which the College expects normally to be able to adhere. It is anticipated, however, that

there may be occasions when it is not feasible for a full and thorough investigation to be carried out

within those normal timescales and when a longer period of time is therefore required. These may

include, but are not restricted to:

• Periods when the College is closed (e.g. Statutory Holidays and the Christmas/New Year

period);

• Periods when key staff are absent from the College due to work commitments, scheduled or

unscheduled leave, sickness or other good reason;

• Particularly complex issues of complaint;

• Issues of complaint which are related to other on-going procedures which may need to be

completed before the complaint can be fully addressed (e.g. disciplinary matters, legal

proceedings).

• Where it is apparent that the stated deadlines cannot be met, the student will be informed

at the earliest opportunity at which an indication of the revised deadline for response and the

reasons for the delay can be given.

i) College employees will handle complaints with an appropriate level of confidentiality, and release

information only to those who need it for the purposes of investigating or responding to it.

j) Details of any complaint about another student or member of staff will be shared with them, so that

they can respond to any allegations made against them.

k) Anyone making a complaint is expected to maintain confidentiality and avoid publishing to third

parties, either on social media or by other means, any correspondence about the complaint between

the complainant and the College or any other College correspondence which is part of the complaint.

l) As appropriate, the College will share the details of the complaint outcome with the relevant School/

department.

SA 03 Student Complaint – Appendix 3 1

SA03: APPENDIX 3

FORMAL (WRITTEN) COMPLAINT SUBMISSION FORM

This form is for submitting a complaint for formal resolution by the College. It should only be submitted after

a person has attempted to informally resolve their complaint; or where informal resolution is not possible or

appropriate.

This form must be submitted to the designated College Official, Manager / Academic Chair or Manager /

Dean / Director by email or in person at the designated office.

A Informal resolution

Choose the relevant option and provide more information below.

☐ I have not been able to resolve my complaint informally

☐ I have not attempted to resolve my complaint informally because I believe my complaint raises a serious

matter suitable for formal resolution; and/or I have valid reasons for not attempting informal resolution

B Contact information

Are you submitting this complaint on behalf of someone else? If no, complete Section 1 only. If yes, complete

both sections, placing your details in Section 1. If you are submitting a complaint on behalf of someone else,

you must obtain their written consent for you to act on their behalf.

Section 1

Section 2

☐ Student ☐ Staff ☐ Faculty ☐ Other

ID:

Title:

ID:

Title:

Surname:

First name:

Street:

City:

Postcode:

City:

Postcode:

Tel:

Email:

C Respondent details (if applicable)

If your complaint is against a person, please complete the applicable fields below, if known.

☐ A student

☐ A faculty member

☐ A staff member

☐ Other, please specify

Surname:

First name:

Other:

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SA 03 Student Complaint – Appendix 3 2

D Complaint category

☐ General Administration ☐ Corporate Governance (how and what we do)

☐ Facilities Management (facilities/grounds/resources) ☐ Education Provision (teaching/supervision)

☐ Student Services (service/non-academic matters) ☐ Other (please specify)

☐ Conduct (conduct of staff/students/faculty members) ☐ Not sure

E Complaint details

Provide a summary of your complaint below. Include details such as the location, date, and time, names of

any people or areas of the College involved. Please indicate if you have provided additional documentation.

☐ I have attached documents that provide additional details

☐ I have not attached documents that provide additional details

F Outcomes sought

State the outcomes you are seeking from the complaint process, e.g. an apology from the respondent, a

change of decision, etc.

G Other (optional)

Please provide any additional information that may assist the College to resolve your complaint.

H Complainant declaration

In submitting this complaint, I confirm that:

☐ The information I have provided on this form is correct to the best of my knowledge;

☐ I intend to cooperate in good faith, act in accordance with the Algonquin College core values, and Student

Conduct Policy or Employee Code of Conduct, respect confidentiality of the process and

immediately disclose any actual, perceived or potential conflict of interest to the College Official,

Manager / Academic Chair or Manager / Dean / Director for the complaint as part of my involvement in

the complaint process; and

☐ I understand that the information I provide will be treated confidentially and will not be disclosed

to a third party unless required.

Reset Form

SA 03 Student Complaint – Appendix 4 1

SA03: APPENDIX 4

APPEAL SUBMISSION FORM

Student complaint resolution

This form is for submitting an appeal of a complaint outcome under section 3 of the Student

Complaint Policy (the Policy). An appeal may only be submitted after a person has attempted to

resolve their complaint under Stage 2 – Formal Resolution.

This form must be submitted within 10 College working days of the Stage 2 outcome to the complaint. It

may be submitted to the designated College Official, Manager / Academic Chair or Manager / Dean / Director

by email or in person at the designated office.

A Complaint and contact information

Provide complaint information and updated contact information for the appeal process if different than

Stage 2

Date of Stage 2 outcome:

ID:

Title:

Surname:

First name:

City:

Postcode:

Tel:

Email:

B Appeal ground(s)

Select one or more of the following grounds (as required by the Policy) and provide more information

below. That:

☐ the complaint process was procedurally irregular or unfair

☐ new information is available that could not reasonably have been provided at the time of the complaint

process and, that in all likelihood, would have affected the complaint outcome

☐ the Stage 2 complaint outcome was not fair or reasonable

C Other

Advise any other information that may assist the College to more appropriately consider your appeal

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SA 03 Student Complaint – Appendix 4 2

D Appellant declaration

In submitting this appeal, I confirm that:

☐ the information I have provided is correct to the best of my knowledge;

☐ I intend to cooperate in good faith, act in accordance with the Algonquin College core values, and Student

Conduct Policy or Employee Code of Conduct, respect confidentiality of the process and immediately

disclose any actual, perceived or potential conflict of interest to the College Official, Manager / Academic

Chair or Manager / Dean / Director for the complaint as part of my involvement in the complaint process;

and

☐ I understand that the information I provide

Reset Form

SA 03 Student Complaint – Appendix 5 1

SA03: APPENDIX 5

INFORMAL AND FORMAL COMPLAINT PROCEDURES

An informal complaint is the first step in resolving a conflict between students and employees. Please note,

some circumstances may require acting directly under the Formal Complaint Procedures due to the nature of

the incident and parties involved.

Informal and Formal Complaint Procedures are designed to resolve students’ complaints regarding

employees. For issues outside of student and employee relations, please see the Algonquin College Complaint

Referrals list.

INFORMAL COMPLAINT PROCEDURES

Please note, some circumstances may require acting directly under the Formal Complaint Procedures due to

the nature of the incident and parties involved.

The student meets with the employee/employee’s manager.

Review the complaint.

The student and employee manager

will explore ways to resolve complaint.

Mediation by Manager/Academic Chair/Dean/

Director/Ombudsman Representative.

Agree on a resolution of the complaint.

If no agreement can be reached to be resolve the complaint,

continue to the Formal Complaint Procedures.

SA 03 Student Complaint – Appendix 5 2

FORMAL COMPLAINT PROCEDURES

ALGONQUIN COLLEGE COMPLAINT REFERRALS

Please review the following list for where to direct issues you may be experiencing.

Present a written complaint to the employee’s manager.

Review the student’s complaint with the student.

The complaint will be investigated within 5-10 days after the

complaint was submitted.

The employee has five days to respond in writing to the

complaint.

The employee’s manager and employee agree to a resolution and

notify the student in writing.

If appropriate, the student, employee, and employee’s manager

will meet to agree to a strategy to resolve to complaint.

If complaint lacks merit, can’t be substantiated, or is deemed to

be in bad faith, the student will be notified in writing.

For appeal information, review the SA03 policy in full.

SA 03 Student Complaint – Appendix 5 3

PROGRAM COUNCIL

Any issues related to your classes, academic experience, or your program should be directed to your Program

Coordinator. Please see a fulsome list below.

• Curriculum content

• Learning resources

• Course content delivery methods

• Evaluation and progression procedures

• Course and Program changes

• Class/exam schedules

• Admission Procedures

• Clinical/field placement

• Social Events

Information Technology Services

Please contact Information Technology Services for complaints regarding IT equipment or infrastructure.

FACILITIES MANAGEMENT

For issues regarding College buildings or facilities, please contact Facilities Management.

ALGONQUIN STUDENTS’ ASSOCIATION

For concerns related Students’ Association programming/events or clubs, please contact the Students’

Association.

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