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Resolution of 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 the 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.