Dorset College is dedicated to ensuring that student disputes are addressed in a fair, impartial, and timely
manner. The College provides an opportunity for students to resolve serious concerns through a structured process that upholds principles of equity and transparency. Students who file complaints, or are involved in the dispute resolution process, will not be subject to retaliation or adverse treatment by the institution.
The Conflict Resolution Complaint Form is available from Dorset College Front Desk or can be obtained via email request. Please review the Student’s Handbook (2024), before you proceed. All the 23 policy issues: disputes, requests, appeal and change, challenge forms, along with PDF version of Student’s Handbook are available in Student’s Portal (login required).
Complaint Resolution Procedure
- Submission of Complaint
Students wishing to file a complaint must submit their concerns in writing to Student Services, which is responsible for managing complaints. If Student Services is unavailable or directly involved in the complaint, the student should direct the complaint to the Campus Director. - Complaint Resolution Process
The following steps outline the process for resolving student complaints:
Informal Resolution: Students are strongly encouraged to first attempt to resolve the issue informally by directly engaging with the relevant individual(s). If the issue cannot be resolved at this stage, the student may formally request that the matter be escalated to the Campus Director.
Formal Complaint Submission: The written complaint must include a clear and detailed account of the situation, listing all involved parties and providing a comprehensive description of the issue.
Review by Campus Director: The Campus Director will arrange a meeting with the student to understand the nature of the complaint and the circumstances surrounding it.
Investigation and Resolution: Following the meeting, the Campus Director will either provide a written decision or inform the student that further investigation is required. If further investigation is necessary, it will be completed in a timely manner.
Follow-Up: If needed, the student or the Campus Director may request a follow-up meeting to ensure that the issue is fully addressed.
Appeal Process: If the student is dissatisfied with the Campus Director’s decision, they may file a written appeal. The Campus Director will forward a summary of the case to the Director of Operations for review. The Director of Operations will contact both the student and Campus Director to arrange a meeting, if appropriate. For academic-related disputes, the Senior Education Administrator will also be involved in the process.
Final Decision: The student will be informed of the final decision, including the rationale for the outcome, in writing within 30 calendar days of the initial complaint submission.
If the student remains dissatisfied with the final outcome, and if they believe they have been misled on a significant matter relating to their program, they may file a complaint with the Private Training Institutions Branch (PTIB) (www.privatetraininginstitutions.gov.bc.ca).
Students may be accompanied or represented by an agent or legal counsel throughout the complaint and dispute resolution process.