Student Complaint Procedure

General Guidelines

• A statement of complaint must be in writing
• All complaints are confidential
• The procedure outlined below must be followed
• A staff person presented with a verbal complaint will ask the student to follow the procedure and remind the student of the written complaint requirement
• The Campus Administrator or his/her designate will also ask for a copy of any written response(s) from those already contacted by the student in accordance with the procedure
• Arrangements for meetings and written responses with respect to the complaint will be made in a timely and professional fashion. No complaint will go unanswered
• The College shall maintain a record of every complaint at the campus where the complaint originated for a period of at least three years from the date of the decision relating to the complaint. This record shall include:
  • A copy of the complaint
  • Any submissions filed with respect to the complaint
  • The final decision
    The College shall provide a copy of this record to the student who has made the complaint

Complaint Procedure

Step 1

The student will request to meet with the instructor to discuss the complaint verbally. Following this discussion, the complaint may be dismissed or action may be taken to resolve the complaint.

If not resolved at this level, the student will proceed to Step 2.

Step 2: Complaint to Campus Administrator

The student will submit a completed written complaint to:

Campus Administrator

A1 Transportation Academy
50 Delta Park Blvd Unit 5
Brampton, ON L6T 5E8

Email: Info@a1ta.ca

The Campus Administrator or his/her designate will arrange a meeting with the student within 7 days of receiving the written complaint.

• The student will have an opportunity to make an oral presentation of the complaint
• The student may bring another person or have someone present on their behalf
• This meeting will be recorded (minuted)

The Campus Administrator or designate will provide a written response within 14 days of the meeting. This response will include:

• Summary of the discussion
• Proposed and/or agreed solutions
• A decision statement with reasons
• Minutes of the meeting

If not resolved at this level, the student will proceed to Step 3.

Step 3: Appeal to the Superintendent of Career Colleges

If the complaint is not resolved, the student may contact the Superintendent of Career Colleges using the following details and submit the Student Complaint Form:

Superintendent
Career Colleges
Ministry of Colleges, Universities, Research Excellence and Security

438 University Avenue, 5th Floor
Toronto, Ontario M7A 2A5