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Dispute Resolution Policy

North-South College of Business and Technology provides an opportunity for students to resolve disputes of a serious nature and grade appeals in a fair and equitable manner.

The policy applies to all North-South College of Business and Technology students who are currently enrolled or were enrolled within the past 2 years.

  1. When a concern arises, the student should address the concern with the staff member most directly involved. If the student is not satisfied with the outcome at this level, the student should put his/her concern in writing and deliver it to the Campus Director. In the absence of the Campus Director, the dispute should be delivered to the CEO.
  2. The Campus Director will arrange to meet with the student to discuss the concern and desired resolution within 5 school days of receiving the student's written concern, or as soon as practicable.
  3. Following the meeting with the student, the Campus Director will conduct whatever enquiries and/or investigations are necessary and appropriate to determine whether the student's concerns are substantiated in whole or in part. Those inquiries may involve further discussion(s) with the student either individually or with appropriate North-South College of Business and Technology personnel.
  4. The necessary enquiries and/or investigations shall be completed no later than 30 school days following the receipt of the student's written concerns. The Campus Director will do one of the following within 30 days of receiving the student's written concerns:
    • Determine that the student's concerns are not substantiated; or
    • Determine that the student's concerns are substantiated in whole or in part;
    • Determine that the student's concerns are frivolous and vexatious.
  5. The student and the institution's personnel involved shall receive a written summary of the above determination within 30 days after the date on which the complaint was made.
  6. A copy of all documentation relating to every student's complaint should be signed by all parties. A copy shall be given to the student, and the original will be placed in the student file.
  7. If it has been determined that the student’s concerns are substantiated in whole or in part the Campus Director shall include a proposed resolution of the substantiated concern(s).
  8. If the student is not satisfied with the determination of the Campus Director, the student must advise the Campus Director within 48 hours of being informed of the determination. The Campus Director will immediately refer the matter to the CEO of the Institution. The CEO will review the matter and meet with the student within 5 school days or whenever practicable.
  9. Students making a complaint may be represented by an agent or a lawyer.
  10. Students will not be subject to any retaliation as a result of their complaint.
  11. The CEO shall either confirm or vary the determination of the Campus Director. At this point the School's Dispute Resolution Process will be considered exhausted.
  12. If the issue is of a serious nature the CEO may, in his/her sole discretion and cost, engage the services of a third-party mediator to assist in the resolution of the dispute.
  13. 13. If the dispute is regarding institution staff misleading students about an approved program and after having exhausted the dispute resolution process, a student may file a claim with the Private Training Institutions Branch (PTIB) of the Ministry of Advanced Education (www.privatetraininginstitutions.gov.bc.ca) on the basis that the institution misled the student regarding any significant aspect of an approved program. Complaints must be filed with PTIB within one year of the date a student completes, is dismissed from, or withdraws from the program.
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