Student Complaint Policy

Springfield College of Healthcare, Management & Technology is committed to the prompt and equitable resolution of student conflict issues to the satisfaction of both the student and the College. This Student Complaint Procedure is designed to provide students with both an informal and formal process whereby a student may request the review and resolution of a concern if satisfactory resolution has not been reached by way of the daily problem-solving activities between staff and students which, in most cases, result in immediate resolution. The student has the right to present his/her case and be accompanied by an individual of his/her choice at all times during the process.

Students are encouraged to address any concerns immediately before a minor problem develops into a major one. Students are encouraged to discuss promptly any problems or concerns with the involved staff member directly during the training period. If the resolution to the issue requires further involvement, the staff member will arrange a meeting with the appropriate personnel, up to and including the Campus Director as part of the College’s formal complaint procedure.

Formal Procedure

In the case where a student is unable to achieve a satisfactory resolution using the informal direct discussion approach recommended above, the student can request that a more formal complaint procedure be launched. To do so, a student must complete and sign a Student Complaint Form (available at the Administrative Office), recording the concern and documenting the student’s desired resolution. Once signed, the student will keep the original form and a copy will be submitted to the Campus Director.
The Campus Director will arrange to meet with the student within two (2) working days of the date of the written complaint. If a satisfactory resolution is achieved during the meeting, the resolution plan is implemented and the staff member(s) will follow up to ensure the resolution plan satisfactorily resolves the concern.
The staff member(s) will meet briefly with the student to close the concern and record in Part B of the original Student Complaint Form a description of the mutually satisfactory outcome of the resolution. The student and the staff member(s) will sign the declaration at the bottom of Part B. The original form will be given to the student and a copy will be filed in the student’s academic file.

Review Process

Where a concern that cannot be resolved in the formal procedure above had arise, the student will be asked to complete and sign Part C (Request for a Review) of the original Student Complaint Form setting out the reasons why the formal procedure resolution was unsatisfactory. The student will again keep the original form and a copy will be submitted to the Campus Director.
The Campus Director will form a Student Complaint Committee to investigate the student’s concern and meet again with the student within two (2) working days of the request for a review to discuss resolution. The committee consists of a minimum of 3 people from the following areas: academics department, student representative and Campus Director.
The Committee will report to the student by completing and signing Part D of the Student Complaint Form within five (5) days of the conclusion of its resolution investigation process. The written report will include a summary of the investigation findings and the committee’s complaint resolution decision including the reasons for arriving at the decision.
The student is given the original signed copy of the form. A copy of the form will be retained in the student’s academic file and a copy will be placed in the Campus Student Complaint Binder, where it will remain for a minimum period of three (3) years.
The Campus Director will maintain this binder on site for possible annual inspection.
If the student is not satisfied with the college’s decision after the review process, he/she can file a complaint with the Superintendent of Private Career Colleges, provided the student is attending a program approved under the Ontario Career Colleges Act, 2005

Notification

Students who are subject to expulsion for any reason will be notified in writing, either in-person delivered or by registered mail with return receipt. The college is not responsible for non delivery by registered mail if the student has not provided a valid home address where the student currently resides.

The notification will contain a description of the basis for expulsion and the effective date. Expelled students who dispute the facts of the expulsion and wish to appeal must appeal the decision in writing within one week of the notification by following the college student complaint procedure provided to the student and by providing sufficient proof to support the complaint.

A student whose expulsion is upheld after having followed the college’s student complaint and appeal procedure, may file a further appeal through the Complaints process of the Ministry of Colleges and Universities, provided the students are attending a program approved under the Ontario Career Colleges Act, 2005.

If a student’s appeal is successful and he/she is eventually reinstated as part of the internal college or Ministry appeal processes, than the college will arrange for the student to make up the training time that he/she had missed since the date of expulsion specified in the written notification.

Fees

Settlement of student’s accounts, for students that have been expelled, will be completed under the College’s Fee Refund Policy, using the effective date of expulsion as the final day of attendance in their program of study.

Return of Property

A student who is expelled is responsible for the return of any College property in his/her own possession within 10 days of the expulsion and will be held financially responsible for any property not returned in good condition or as outlined in the student contract.

A suspension or expulsion will be recorded on a student’s academic record and transcript, and all forms of discipline may be placed and retained in the student’s file.

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