This policy governs complaints from students respecting the Academy of Excellence and any aspects 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.

The process by which the student complaint will be handled is as follows:

• All student complaints must be made in writing and emailed to [email protected]
• The student must provide the written complaint to the Director, Lorie Chadsey, who is responsible for making the determinations in respect of complaints. If the Director, Lorie Chadsey, is absent or is named in a complaint, the student must provide the complaint in writing to the Hair Design Instructor at [email protected].

The process by which the student complaint will be handled is as follows:

• Step 1: The Director will meet with the student within 1 week of receiving a written complaint.
• Step 2: The Director will conduct whatever inquiries and/or investigations are necessary and appropriate to determine whether the student’s concerns are substantiated in whole or in part.

One of the following will happen;

• a) If it is determined that the student’s concerns are not substantiated, the Director or Hair Design Instructor will provide a written explanation of the decision and deny the complaint, or;
• b) If it is determined that the student’s concerns are substantiated in whole or in part, the Director or Hair Design Instructor will propose a resolution in writing.

The institution must provide the reasons for the determination and the reconsideration (if any) in writing to the student within 30 days after the date on which the student made the complaint. In the event of reconsideration (if any), the Director, Lorie Chadsey, will make the determinations of reconsideration.

If the student is dissatisfied with the determination, and has been misled by the institution regarding any significant aspect of that program, the student may file a complaint with the Private Training Institutions Branch (PTIB) (www.privatetraininginstitutions.gov.bc.ca). Complaints must be filed with PTIB within one year of the date a student completes, is dismissed from, or withdraws from the program.

The student making the complaint may be represented by an agent or a lawyer.