Student Complaint Procedure

1Talk to us

Please raise concerns early so a small problem doesn’t become a big one. Start by talking with the staff member directly involved. If you need more help, we’ll arrange a meeting with the Campus Director.

2Formal complaint

1. If talking it through doesn’t resolve your concern, you can make a formal complaint. Fill out and sign a Student Complaint Form describing your concern and the resolution you’re looking for. You can get the form from the Campus Administrator in person or by emailing info@pdio.ca.
2. Give the signed original and one signed copy to the Campus Director. The Campus Director co-signs Part A, returns the original to you and keeps the copy in your student file.
3. The Campus Director will meet with you within two working days of receiving your written complaint.
4. If you and the Campus Director agree on a resolution plan, the decision, the reasons for it and the plan are recorded in Part B of your form. You and the Campus Director both sign it. You keep the original, and a copy goes in your student file.
5. The Campus Director puts the plan in place and follows up to make sure it resolves your concern.
6. Once your concern is resolved, the Campus Director meets with you briefly to close it. You both sign the confirmation at the bottom of Part B. You keep the original, one copy goes in your student file, and a second copy goes in the Campus Student Complaint Binder, where it’s kept for three years.

3Review (appeal)

1. If the formal complaint doesn’t resolve your concern, you can ask for a review. Complete and sign Part C (Request for a Review) of your Student Complaint Form, explaining why the resolution wasn’t satisfactory. Keep the original and give a copy to the Campus Administrator.
2. The Campus Administrator forms a Student Complaint Committee of at least three people: a staff member from the academic side, a student representative and the Campus Administrator. The committee meets with you within two working days of your request.
3. Within five days of finishing its review, the committee completes and signs Part D of your form. This written report summarizes what it found, its decision and the reasons for it.
4. You receive the original signed form. One copy goes in your student file and a second copy goes in the Campus Student Complaint Binder, where it’s kept for at least three years.
5. The Campus Administrator keeps this binder on site for inspection.

4The Superintendent of Career Colleges

If you’re still not satisfied after the review, you can file a complaint with the Superintendent of Career Colleges, as long as you’re enrolled in a program approved under the Ontario Career Colleges Act, 2005.