Dispute Resolution Policy
Dispute Resolution Policy Guidelines
This policy governs complaints from students respecting the Vancouver Lions Gate College and any aspect of its operations. Students will not be subject to any form of retaliation as a result of filing a complaint.
- All student complaints must be made in writing within 15 days of the alleged dispute / concerns.
- The student must provide the written complaint to the onsite administrator who is responsible for making an initial determination in respect to the complaint. If the onsite administrator is absent or is named in a complaint, the student must provide the complaint to the Senior Education Administrator.
- The Senior Education Administrator will review any complaints and consult with the Managing Director if deemed necessary.
- The process by which the student complaint will be handled is as follows:
Step One
- Within 5 business days of receiving the complaint, the Onsite Administrator or Senior Educational Administrator will arrange to meet with the student to discuss the concern(s).
- Following the meeting with the student, the Onsite Administrator or Senior Educational Administrator will conduct whatever further enquiry or investigation is necessary to determine whether the concerns can be substantiated.
- Any necessary inquiries or investigations shall be completed within 10 business days of the initial meeting with the student. This timeline can be extended with approval of the Managing Director if the complaint is deemed complicated and requires additional time.
- As required, the Onsite Administrator or Senior Educational Administrator will meet with the student and or other persons and do one of the following:
- Determine that the concern(s) were not substantiated; or
- Determine that the concern(s) were substantiated, in whole or in part.
Step 2
- The Senior Educational Administrator will prepare a written summary of the investigation, determination and a report of what action (s) may be taken. This summary and report will be reviewed and approved by the Managing director.
- A copy shall be given to the student, a copy will be placed in the institution’s complaint file, and the original will be placed in the student’s file.
- Written reasons for the determination will be provided to the student within 30 days from the date on which the complaint was made.
5. The student making the complaint may be represented by an agent or a lawyer.
If the student is dissatisfied with the determination, and believes they have 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.
Position | Name | |
Senior Educational Administrator | Ruyan Chen | |
Managing Director | Lin Lin |