Dispute Resolution Policy
1. This policy governs complaints from students respecting Canadian Aviation College and any aspect of its operations.
2. 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.
3. The process by which the student complaint will be handled is as follows:
Student complaints must be made in writing.
Pilot students should file their complaint with the Chief Flight Instructor (CFI), Bote Sha at firstname.lastname@example.org. If the CFI is absent or is named in a complaint, the student should file the complaint with the President, John Ling at email@example.com.
Other students should file their complaint with the Administration Officer, Laryn Gilmour at firstname.lastname@example.org. If the Admin Officer is absent or is named in a complaint, the student should file the complaint with the Vice President, Sunny Chan at email@example.com.
Immediately after a complaint is received, the staff member will conduct an investigation to determine whether the complaint is valid or not. The staff member will provide the reasons for the determination and the reconsideration (if any) to the student within 30 days after the date on which the student made the complaint.
If the student is dissatisfied with the initial determination, he/she may file a complaint with the President, John Ling at firstname.lastname@example.org. The President will convene the Complaint Review Committee (CRC) to review the case within 7 business days. The committee shall consist of 3 members: The President or Vice President, the department head related to the complaint, and the Admin Officer. The CRC review meeting must take place at Canadian Aviation College and minutes are to be documented in writing. Objectives of the meeting are as follows:
- Determine if the complaint is valid;
- Outline some probable causes;
- Determine a course of action;
- Document a final determination to be provided to the student.
Written reasons for the determination shall be provided to the student within 45 days after the date on which the complaint was made. The written reasons will advise the student, that if he/she 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.]
4. The student making the complaint may be represented by an agent or a lawyer.
5. CAC retains a record of all complaints made by students, all documents in relation to the complaint, the student's participation in the dispute resolution process, and all written reasons issued under the dispute resolution process for at least 5 years.