Halifax Dispute Resolution Policy

All student complaints must be made in writing and will remain confidential. Please follow procedural steps outlined below. There are three (3) levels of how a complaint can and must be filed.    

Purpose of Policy 

This policy governs complaints from students respecting Oxford International Career Colleges and any aspect of its operations.   

A student who makes or is otherwise involved in a complaint will not be subject to any form of retaliation by the institution at any time. 

To Whom the Policy Applies 

This policy applies to all students (domestic or international, part-time or full-time) within OICC.   

Policy

There are two (2) levels of how a complaint can and must be filed.  

Student Complaints

All student complaints must be made in writing and will remain confidential. Please follow procedural steps outlined below. There are two (2) levels of how a complaint can and must be filed.    

Level 1: Informal Student Complaints.    

At this level, we encourage students to resolve the conflict “informally”. This means, students will first speak to their instructor to resolve the complaint. If the initial complaint is not resolved with the instructor or involves the instructor, the student can then contact the Program Manager to resolve the complaint. The following steps are to be followed in an informal complaint process:   

• The student must first contact (in writing) the course instructor to resolve the complaint. Only if the complaint is not resolved with the instructor or is against the instructor, contact the Program Manager to set up a meeting to talk about the complaint.   
• Initial meeting between Student and Instructor (if applicable Program Manager) 
• The meeting between the student and the instructor (if applicable Program Manager) should take place within 3 business days of the student contacting these individuals.   
• Who should attend the meeting:

- The instructor  

- The complainant (the student)  

- The Program Manager 

• What should happen in this meeting:   

- The instructor (or Program Manager if applicable) is responsible for recording the content of the meeting, as well as any (if any) resolution agreed on.    

- The complaint will be discussed and the steps that will be taken to resolve the complaint.    

- After the meeting, the instructor will send an email to the student outlining what was discussed. The student will receive this email within 1 business day after the meeting.   

If a resolution cannot be found in this first level, the student can move to the second complaint level and file a formal complaint.  

Level 2: Formal Student Complaints.  

Formal student complaints must be made in writing to the School Director. The students are expected to use the Student Complaint Form. The following submissions will be accepted:   

• • personal delivery;  
  • mail with postage prepaid;  
  • registered mail;  
  • courier;   
  • fax;   
  • electronic attachment.   

Complaints made by students can be filed, in accordance with PCCOR 54(1), up to one year after the end of enrollment. Anonymous complaints will not be accepted.    

What is the process of a formal complaint?  

• The student submits their complaint in writing to the Director Curriculum, Quality & Compliance (CQC).  Responsible Individual:  Jessica Downie  jdownie@oxfordinternational.com  

Note: A decision regarding the formal complaint will be made no later than 30 calendar days after the formal complaint being made.   

• After receiving the complaint documents, the Director CQC will contact the complainant within 2 business days, confirming the complaint submission. 
• The Director CQC will review the complaint and any/all supporting documents. Director CQC will, if necessary, meet with the complainant to see resolution and/or additional information about the complaint from the student or other students who may have been involved. The investigation of the complaint will take place within 5-7 business days of the complaint submission.  
• The Director CQC will finalize a decision towards the complaint, followed by a formal written response (including reasons for the decision) to the student. 
• Once the investigation is complete, the Director CQC will, in writing, outline:  

- A decision about the formal complaint 

- Advise that if the student is not satisfied with the results from the investigation, they can appeal and submit this in writing to the Director of Private Career Colleges.  Responsible Individual:  Jeffrey Reed , Director of Private Career Colleges , Maritime Center Building  , 1505 Barrington Street, Suite 1100 , Halifax, NS B3J 3K5 

Note: Formal complaints against the college must be made in writing.  Please review Private Career Colleges Operational Regulations (PCCOR).(including PCCOR student complaint form)