Student Complaint Procedure

Complaints

At Cambrooks College, we are committed to the fair treatment of all students and employees, and emphasize an open and collaborative approach to dealing with student and staff concerns. Management will endeavor to resolve complaints informally where possible; while keeping in mind that formal resolution processes may be required in certain circumstances. The following principles guide the handling of complaints at Cambrooks College:

  • All complaints (verbal or written) must have identifiable complainants. Anonymous complaints will not be considered.
  • Lodging a complaint will have no adverse consequences on any student or staff in their program of study or job responsibilities.
  • Student complaint policies and procedures apply to individuals or groups.
  • Complaints must be initiated within 30 days of the event/s that led to the complaint.

Procedure

  • The student should first approach the instructor or other authorized personnel, such as program manager to discuss the issue of concern. If the concern(s) cannot be resolved verbally, the student/staff will be required to submit the complaint in writing to the Program Manager, Cambrooks College.
  • Within 10 days, a meeting will be arranged between the student and the Program Manager and other individuals involved. The Program Manager may decide to escalate the issue to the Vice President (Academics) if need be. The student may be accompanied by an advocate of their choice at all stages of the complaint process and this person may take oral submissions on behalf of the student.
  • The student will have an opportunity to make an oral presentation of the complaint at this meeting or delegate another person to make the oral presentation on his/her behalf. The proceedings and outcome of this meeting will be documented.
  • Upon review of the complaint and any other relevant information, the Program Manager, in consultation with the Vice President (Academic) President will make a decision. The decision will be communicated to the student in writing within 14 business days following the meeting and will contain the reasons for the decision.
  • Cambrooks College will maintain a record of all students at their campus for a period of three years from the date of the decision. This record will include a copy of the written student complaint, any submissions filed and the written decision.
  • All Complaints should be addressed to:

The Program Manager,
Cambrooks College
201-4015, 17th Ave SE
Calgary, Alberta, T2A 0S8

complaints@cambrooks.ca