Student Complaint Policy/Procedure

STUDENT COMPLAINT POLICY/PROCEDURE

Effective: November 1, 2022
Toronto Health School

General Guidelines

  1. A statement of complaint must be made in writing.
  2. All complaints are confidential.
  3. The procedure outlined below must be followed.
  4. A staff presented with a verbal complaint will ask the student to follow the procedure and remind the student of the written complaint requirement.
  5. The Administrator will also ask for a copy of any written response(s) from those already contacted by the student in accordance with the procedure.
  6. Arrangements for meetings and written responses from the person being complained about will be made in a timely and professional fashion. No complaint will go unanswered.
  7. Files submitted by the student such as written complaint should be properly documented and should be kept in the college.
  8. A copy of the Administrator’s written response to the complaint of the student as well as any data, minutes of the complaint process including name of witnesses should also be documented and kept in the college. The student should also be provided a copy of the above files.
  9. Records of Complaints will be maintained in the location where it originated for a period of at least three years.

Complaint Procedure:

  • The student will request a meeting with the Instructor responsible for the course to discuss the complaint verbally. If not resolved at this level, the student will proceed to Step 2.
  • The student will submit a completed written complaint to the Administrator, using the contact the following contact information:

Administrator
Toronto Health School
150 Duncan Mill Road, Unit 2
North York, ON, M3B 3M4
Phone: 416.636.1011
Email: info@torontohealthschool.com

The Administrator or Toronto Health School’s representative will arrange a meeting with the student within 7 days of receipt of the written complaint.

The student will have an opportunity to make an oral presentation of the complaint, to have another person with them at all stages of the complaint process and or to have another person make the presentation on his or her behalf. This meeting will be recorded.

The Administrator or Toronto Health School’s representative will provide a written response to the student, outlining the discussion and any proposed and/or agreed upon solution(s) within 14 days of the meeting. This written response, which will be delivered to the student, will include a decision statement, together with the reasons on which the decision is based and minutes of meetings held.

If not resolved at this level, the student will proceed to Step 3.

3. The student will submit a completed written complaint to the President, using the contact information:

President
Toronto Health School

150 Duncan Mill Road, Unit 2
North York, ON, M3B 3M4

Phone: 416.636.1011

The President will arrange a meeting with the student within 14 days of receipt of the written complaint and the report from the Administrator with recommended solutions and the student’s objections or comments regarding these solutions.

The student will have an opportunity to make an oral presentation of the complaint, to have another person with them at all stages of the complaint process and or to have another person make the presentation on his or her behalf. This meeting will be recorded.

The President will provide a written response, which will be delivered to the student, will include a decision statement, together with the reasons on which the decision is based and minutes of meetings held.

If the student is not satisfied, refer it to Superintendent of Private Career Colleges. Refer to the link below to complete his/her complaint submission to the superintendent.

http://www.tcu.gov.on.ca/pepg/audiences/pcc/paris-reference-guide-for-students.pdf

Following all submissions filed, same are included in the record of the complaint, that is provided to the student/s and such record being kept on file at the school.