Vancouver Dispute Resolution Policy

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 three (3) 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 speak to their instructor or the program lead to resolve the complaint. The following steps are to be followed in an informal complaint process: 

• The student must contact the course instructor to set up a meeting to talk about the complaint. Refer to the student handbook on how to book a time with your instructor/program lead, alternatively, request support from OICC staff.  

• The meeting between the student and the instructor / program lead should take place within 3 business days of the student contacting these individuals. 

• Who should be in the meeting? 

- The instructor 

- The complainant (the student) 

- The program lead  

Note: if a complaint is being made against the instructor, then the student can immediately contact the program lead. If the instructor and the program lead are the same person, the student can request support from another program lead. The student can get a list of program lead names or ask for assistance from OICC staff. 

• The program lead 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 School Director or appointed responsible individual. Responsible Individual: Sarah Chan schan@oxfordinternational.com

• After receiving the complaint documents, the School Director or appointed responsible individual will contact the complainant within 2 business days, confirming the complaint submission. 

• The School Director or appointed responsible individual will review the complaint and any/all supporting documents. The School Director or appointed responsible individual 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 School Director or appointed responsible individual 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 School Director 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 Curriculum Quality and Compliance. Responsible Individual: Jessica Downie, Director of Curriculum, Quality and Compliance, Canada 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.  

Level 3: Appealing the Formal Complaint Decision 

If a student is not satisfied with the results of the formal complaint from the School Director, the student has the right to appeal.  

What is the process of an appeal?

Students must submit all documents originally submitted and received from the both the first level of complaint (Informal Complaint) and the second level of complaint (Formal Complaint) in writing (via email) to the Director of Curriculum, Quality and Compliance.  

Responsible Individual: Jessica Downie, Director of Curriculum, Quality and Compliance, Canada jdownie@oxfordinternational.com 

• The Director of Curriculum, Quality and Compliance will review the case and will inform the student of the final decision within 5-7 business days from the date the appeal was received.  

• Upon completion of the review, in writing, the student will: 

- Be informed of the results of the appeal 

- Be advised that a student enrolled in an approved program that, if they are dissatisfied with the decision of the appeal and/or has been misled by the institution regarding any significant aspect of the program they may file a complaint with the Private Training Institution Branch. 

To make a complaint please visit: General Complaints and Tuition Refund Claims | Private Training Institutions Regulatory Unit