Student Complaint and Grievance Procedure

Hero Training Academy is committed to the prompt and equitable resolution of student conflict issues to the satisfaction of both the student and the school. The Student Complaint Procedure is designed to provide students with both an informal and formal process whereby a student may request the review and resolution of a concern if satisfactory resolution has not been reached by way of the daily problem-solving activities between staff and students which, in most cases, result in immediate resolution. The student has the right to present his/her case orally and be accompanied by an individual of his/her choice at all times during the process.  The person referred to as “individual” has the right to make oral submissions on his/her behalf.

Students are encouraged to address any concerns immediately; please do not let a minor problem develops into a major one. Should you have any problems or concerns during your training period, we encourage you to discuss them promptly with the staff members directly involved. Should the resolution to your issue require further involvement, the staff members will arrange a meeting with the appropriate personnel, up to and including the Campus Director.

Formal Procedure

1. In the case where a student is unable to achieve a satisfactory resolution using the informal direct discussion approach recommended above, the student can submit a written request that a more formal complaint procedure be launched. To do so, a student must complete and sign a Student Complaint Form, recording the concern and documenting the student’s desired resolution. Once signed, a copy of the form is submitted to the Campus Director; the student keeps the original.
2. The Campus Director will arrange to meet with the student normally within two working days of the date of the written complaint. If, because of that meeting, the student and the Campus Director decide to implement a mutually agreed to complaint resolution plan, then that decision, the reason for the decision, and a description of the resolution plan must be recorded by the Campus Director in Part B on the student’s original complaint form. The original form must be co-signed by the student and the staff member in sub-section (i) of Part B of the form.   The original must be returned to the student and a copy must be filed in a central Complaints binder.  The documents will be maintained for 3 years.
3. If the student and the Campus Director reach a mutually agreed to resolution in step 2 above then the plan must be implemented, and the Campus Director must follow up to ensure the resolution plan satisfactorily resolves the concern. Upon mutually satisfactory resolution of the student concern, the Campus Director will meet briefly with the student to close the concern and record confirmation that the concern has been satisfactorily resolved. The student and the Campus Director will sign the declaration.

Review Process

1. Where a student concern has arisen that could not be resolved to the student’s satisfaction, through the formal procedure outlined above, the student may initiate an appeal.  The student must complete a (Request for a Review) setting out the reasons why the formal procedure resolution was unsatisfactory.  The student will again keep the original form and a copy will be submitted to the Campus Director.
2. The Campus Director will investigate the student’s concern and meet with the student normally within two (2) working days of the request for a review to discuss resolution. If the Director and the student are unable to resolve the issue the Director shall and/or the student shall refer the complaint to the Designated Student Relations office for review.
3. Once the Designated Student Relations Office receives a request for review in writing, that office shall investigate and review the complaint. The National Office shall provide the student and the Campus Director with its conclusions/decision, ordinarily within 10 days of the student complaint being referred to the National Student Relations Office. The decision shall include reasons for arriving at that decision.
4. The student will be given the original signed copy of the student complaint form. The original must be returned to the student and a copy must be filed in a central Complaints binder that will be kept for 3 years.
5. The Campus Director will maintain this binder on site for possible annual inspection.
6. If you are not satisfied with the resolution of your complaint, you may submit your complaint to the Superintendent of Private Career Colleges through PARIS, the new automated system. First, please go to this website: https://www.pcc.tcu.gov.on.ca/PARISExtWeb/public/login.xhtml A guide for creating a student user account is available at the following URL: http://www.tcu.gov.on.ca/pepg/audiences/pcc/paris-enrolment-guide-for-new-users.pdf  You will need to Register as a new PARIS user input your contact information and answer security questions. Once you have completed this process, an email will be sent to you at the email address you submitted with a temporary password. Please log in to PARIS and change the temporary password to a permanent one. Once you have gained access to PARIS, you will be prompted for your contact information to ensure that we can get back to you. At that time, PARIS will confirm that you have completed the student complaint procedure at the private career college you are attending. If you haven’t, you will need to do so before the ministry can address your concerns. If you have completed the complaint procedure at the campus level, PARIS will move you forward and will prompt you to fill in information about the private career college you attended, the program and will give you space to describe your complaint and upload supporting documents.

These documents are:

1. Student Contract
2. Written complaint submitted to the private career college
3. Submissions made to the private career college as part of the complaint
4.  Written decision provided to you by the private career college as part of the student complaint procedure
5. Proof of Payment for your tuition Once you sign the declaration and consent, you will be able to submit your complaint and you will be contacted by an inspector who will review the documents and advise you on next steps. A guide for submission of student complaints can be found at the following URL in case you need any additional assistance in lodging your complaint http://www.tcu.gov.on.ca/pepg/audiences/pcc/paris-reference-guide-for-students.pdf

Hero Training Academy is registered as a private career college under the Private Career Colleges Act, 2005 and therefore must have a procedure and operational plan for handlingstudentcomplaints.Ifastudentfeelsthattheschoolhasnot adequately addressed a complaint or concern, the student may consider contacting the Superintendent at the Ministry. All complaints considered by the Ministry must be in written form, with permission from the complainant(s) for the Ministry to forward a copy of the complaint to the school for a response. The complainant(s) will be kept informed as to the status of the complaint aswell as the final resolution by the Ministry.

No student complaints will be heard by the Ministry until all procedures listed have been adhered to and then and only then should you direct inquiries to the:

Ministry of Colleges and Universities

Private Career Colleges Branch

77 Wellesley Street West

PO Box 977

Toronto, Ontario

M7A 1N3