Student Complaint Policy and Procedures 

 

Intent

Protégé School is committed to the prompt and equitable resolution of student conflict issues to the satisfaction of both the student and the College. The student complaint procedure is designed to provide students with a formal process whereby a student may request the review and resolution of a concern if satisfactory resolution has not been reached by way of the daily problem-solving activities between staff and students. The student has the right to present his/her case and be accompanied, always during the process, by an individual of his/her choice. In addition, the student can ask the individual who accompanies him/her to present the case on his/her behalf. All original copies of the records pertaining to student complaints will be kept in the student file, and a second copy is to be kept in the school complaint binder for three (3) years from the date of the decision made.

 

Scope

This policy applies to all students enrolled in programs at Protégé School. It is designed to address concerns related to academic and non-academic matters. The policy adheres to the requirements set forth in the Ontario Career Colleges Act, 2005.

 

Procedures

Informal Resolution

Students are encouraged to address any concerns immediately to prevent minor issues from developing into major problems. If a student has concerns or problems during their training period, they are encouraged to discuss them promptly with the staff members directly involved. If the resolution requires further involvement, a meeting will be arranged with the Academic Coordinator and/or Manager as part of the College’s formal complaint policy.

 

Formal Complaint Procedure

  1. Initiation of Formal Complaint
    • If the student is unable to achieve a satisfactory resolution using the informal direct discussion approach, they can request that a formal complaint procedure be launched.
    • The student must complete and sign an original Student Complaint Form, recording their concerns and documenting the desired resolution.
    • The student must submit the original form and one signed copy to the Academic Coordinator and/or Manager. The original copy will be kept in the student’s academic file, and a copy will be returned to the student.
  2. Meeting and Resolution Plan
    • The Academic Coordinator or Manager will arrange to meet with the student within five (5) business days of the date the written complaint was filed.
    • During the meeting, if a mutually agreed resolution plan is decided upon, the reasons for the decisions and a description of the resolution plan must be recorded in writing by the College representative.
    • An original signed copy of the meeting contents, including reasons, decision, and resolution plan, will be provided to the student.
  3. Implementation and Follow-Up
    • The agreed resolution plan must be implemented, and the Academic Coordinator and/or Manager must follow up to ensure the resolution plan satisfactorily resolves the concern.
    • Upon the mutually satisfactory resolution of the student concern, the Academic Coordinator and/or Manager will meet briefly with the student to close the concern and record confirmation that the concern has been satisfactorily resolved.

 

Review Process

  1. Review by Education Committee
    • If a student’s concern cannot be resolved to their satisfaction through the above procedures, the College Administrator will call a meeting of the Education Committee to investigate the student’s concerns.
    • The meeting with the student will be arranged within five (5) business days of the request for a review of the proposed resolution.
    • The Education Committee will follow its policies as described in the Academic Policies.
  2. Documentation and Communication
    • The student will be given a copy of the student complaint form. The original signed copy of the student complaint form will be retained in the student’s academic file.
    • An original signed copy of the written statement, including reasons for the decisions and a description of the resolution plan, will be given to the student.
  3. Escalation to the Superintendent of Private Career Colleges
    • If the student is not satisfied with the College’s decision after the review process, they can file a complaint with the Superintendent of Private Career Colleges, providing the student is attending a program approved under the Ontario Career Colleges Act, 2005.
    • Information on how to file the complaint with the Superintendent of Private Career Colleges and the Ministry Student Complaint Form are available on the Service Ontario website.

 

Contact Info

Academic Coordinators

  • Jason Dubois, RMT and Liz Drysdale, RMT Department of Massage Therapy
  • Email: Jason.d@protegeschool.com
  • Email: liz.d@protegeschool.com
  • Address: 3390 Midland Ave. Unit 10 Toronto, Ontario, M1V 5K3
  • Tel: 416-754-9866, ext.230
  • Fax: 416-754-4439

 

 

Chief of College Administrator, Manager

Cheng Tan

  • Email: cheng@protegeschool.com
  • Address: 3390 Midland Ave. Unit 10 Toronto, Ontario, M1V 5K3
  • Tel: 416-754-9866, ext.230
  • Fax: 416-754-4439

 

Chief of College Administrator, Manager

Wendy Sze, RMT

 

Cheng Tan, B.B.A, PMP

 

Angela Paoletta, C.A.H.P.

 

Liz Drysdale, RMT

 

Jason Dubois, RMT

 

Zoey Weng

 

Cassandra Robitaille

 

Winnie Lam, CFO

 

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