All complaints will be resolved with reference to written Cloud Nine College’s policies, academic regulations, student contract.
Cloud Nine College provides an opportunity for students to resolve disputes of a serious nature and grade appeals in a fair, reasonable and equitable manner. The policy applies to all CNC students who are currently enrolled or were enrolled 6 months prior to the submission of their concern to the Academic Director.
All documentation relating to student complaint must in writing.
The process by which the student complaint will be handled is as follows:
Student shall submit a written complaint to any of the administrative staff (admin@cncvan.com), or to School president (Zarah De Vera, zarah@cncvan.com).
Academic matters should first be brought to the appropriate teacher. If the teacher cannot resolve the matter, it should be brought to the Administrator (Erica Kim, erica@cncvan.com) or the President (Zarah De Vera, zarah@cncvan.com). The Administrator or the President will:
- will meet with the student to discuss the concern and conduct whatever inquiries and/or investigations are necessary and appropriate to determine whether the student’s concerns are substantiated in whole or in part.
- Following the meeting with the student offer a desired solution in writing.
- Once completed, a written response including the course of action to be taken and/or an explanation of the decision will be provided to all involved parties within 30 days after the date on which the student made the complaint. A copy of the written summary will be given to the student, and the original will be placed in the student file.
If a teacher or administrative staff is to be involved in the remedy, the President will be responsible for making the initial determination and may refer the matter to the Director of the College.
The student making a complaint may be represented by an agent or a lawyer. Cloud Nine College may also be represented by a third party or lawyer.
A student who makes or is otherwise involved in a complaint will not be subject to any form of retaliation by Cloud Nine College at any time.
The written reasons will advise a student, that 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.
