The policy applies to all Gateway College students who are currently enrolled or were enrolled one year prior to the submitting their concern to the Manager.
Individuals should always try to resolve issues informally. If a more formal approach becomes necessary, the College provides an opportunity for students to resolve disputes of a serious nature in a fair and equitable manner.
All formal complaints must be submitted in writing to the Manager within twelve months of the inciting incident so as to allow sufficient time to perform a proper investigation. It is recommended that complaints to be filed as soon as possible as the elapsed time could hinder the college’s ability to collect accurate witness submissions and other corroborative documents. The complaints will be automatically forwarded to the Director when the Manager is absent. Complaints must be submitted in writing to the Director if the Manager is named in the complaint.
The student making the complaint may be represented by an agent or a lawyer. Any other third parties attending interviews are there only as a means of unspoken support to either the complainant or respondent and waive all right to speak for or on behalf of the complainant or respondent or to interact in any way with the proceedings. Any action to speak for or on behalf of the complainant or respondent or in interfering with the interview through speech, action, or through any other means, the interviewer holds the right to exclude any or all third parties from the interview or any further interviews excluding the agent or the lawyer appointed by the student. This process shall be completed within five working days. Any aggressive or violent behaviour or threat will not be tolerated.
Procedure
When a concern arises, the student should address the concern with the other party most directly involved.
If 5.a does not work, the student should put his/her concern in writing and deliver it to the Manager at info@gwcollege.ca. The Manager will arrange to meet with the student to discuss the concern and desired resolution within 10 working days of receiving the student’s written concern, or as soon as practicable.
Following the meeting with the student, the 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 inquiries may include all involved parties, including witnesses or appropriate institution’s personnel.
The necessary enquiries and or investigations shall be completed within 10 working days following the meeting, or as soon as practicable. The Manager will do one of the following:
Determine that the student’s concerns are not substantiated; or
Determine that the student’s concerns are substantiated in whole or in part;
Determine that the student’s concerns are frivolous and vexatious.
The student shall receive a written summary of the above determination, and a copy will be placed in the school’s Incident Report File, and the original will be placed in the student file.
If it has been determined that the Student’s concerns are substantiated in whole or in part, the Manager shall include a proposed resolution of the substantiated concern(s).
If the student is not satisfied with the determination of the Manager, the student must advise the Manager within 48 hours of being informed of the determination. The Manager will immediately refer the matter to the Director of Operations. The Director of Operations will review the matter and meet with the student within 5 working days.
The Director of Operations shall either confirm or vary the determination of the Manager. At this point the College’s Dispute Resolution Process will be considered exhausted.
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 Training Institutions Branch (http://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.
