Policy
for the Resolution of Student Complaints
I.
Areas of Application
II. Academic Complaints
III. Procedure to Deal With Academic Complaints
IV. Procedure to Deal With Non-Academic Complaints
I.
Areas of Application 
This
policy applies to all student complaints including the Continuing Education
Division and Summer School.
II.
Academic Complaints
An
academic complaint is a grievance related to pedagogical or curricular
matters. Complaints may be made regarding a variety of questions including
the following:
- failure
to act in accord with The Policy on the Evaluation of Student Learning;
- failure
to present a Course Outline or presentation of an incomplete Course
Outline;
- failure
to follow the Course Outline (eg. content, pedagogical approach or
evaluation procedure);
- failure
to return assignments or failure to return them within the appropriate
time period;
- rules
of classroom conduct not established, unclear or unfairly applied;
- inadequate
class preparation or classroom presentation;
- prejudicial
statements;
- personal
comments or inappropriate conduct towards a student or group of students;
- class
cancellation not officially posted;
- classes
not starting on time or ending early;
- office
hours not announced or not kept.
III.
Procedure to Deal With Academic Complaints
a)
Informal Level
1)
The Instructor - Students who have a complaint about a class should
first approach the Instructor.
2)
The Department Coordinator - If students find it difficult to approach
an Instructor directly, or if the results of such a meeting are
not satisfactory, they should then contact the Department Coordinator.
3)
The Dean - If students find it difficult to approach an Instructor
or Department Coordinator directly, or if the results of such a
meetings are not satisfactory, they may contact the appropriate
Dean.
b)
Formal level
1)
If the situation is not resolved at an informal level within approximately
ten days after it has been presented, students are asked to complete
an Academic Complaint Form available from Academic Services located
in E116.
2)
Written complaints are forwarded to the appropriate Dean who will
first attempt mediation to resolve the problem.
3)
For cases involving the Continuing Education Division, Academic
Advising or Academic Services will forward written complaints to
the Director of Continuing Education.
4)
If the situation is not able to be mediated, the Dean or Director
of Continuing Education will request the Director of Champlain St-Lambert
to convoke the Academic Appeals Committee as outlined in Section
4.3.5 of the Policy on the Evaluation of Student Learning.
IV.
Procedure to Deal With Non-Academic Complaints
a)
Student complaints against a college employee, service or procedure
should be presented to Director of the appropriate Service.
b)
The Director of the Service will first attempt mediation to resolve
the problem.
c)
If the situation is not resolved by mediation within approximately
ten days after it has been presented, students may make a written
complaint to the Director of the Service.
d)
The Director of the Service, in consultation with the Director of
Champlain St-Lambert, will determine an appropriate procedure for
dealing with written complaints.
