Student Complaint Procedure

Guidelines:

  1. 1. A statement of complaint must be made in writing.
  2. 2. All complaints are confidential.
  3. 3. The procedure outlined below must be followed.
  4. 4. A staff presented with a verbal complaint will ask the student to follow the procedure and remind the student of the written complaint requirement
  5. 5. The Administrator will also ask for a copy of any written response(s) from those already contacted by the student in accordance with the procedure.
  6. 6. Arrangements for meetings and written responses from the person being complained about will be made in a timely and professional fashion. No complaint will go unanswered.
  7. 7. Records of Complaints will be maintained in the location where it originated for a period of at least three years.

Complaint Procedure:

Step 1.

The student will request a meeting with the Instructor responsible for the course to discuss the complaint verbally.

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

Step 2.

The student will submit a completed written complaint to the Administrator, using the contact information:

Administrator’s name : Nisha Kaushal
Title: Campus Administrator
Address for contact: Suite 4, 5865 McLaughlin Road, Mississauga, ON L5R 3V5
Phone number and email address Tel: 905 507 8200/01
Email: nisha@mlccollege.com

The Administrator will arrange a meeting with the student within 7 days of receipt of the written complaint.

The student will have an opportunity to make an oral presentation of the complaint at this meeting and to have another person present or another person make the oral presentation on his/her behalf. This meeting will be minuted.

The Administrator will provide a written response to the student, outlining the discussion and any proposed and/or agreed upon solution(s) within 14 days of the meeting. This response will include a decision statement, together with the reasons on which the decision is based and minutes of meetings held.

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

Step 3.

The student will submit a completed written complaint to the Executive Director, using the contact information:

Name and contact information
Name : Aparna Kushwah
Title: Executive Director
Address for contact: Suite 4, 5865 McLaughlin Road, Mississauga, ON L5R 3V5
Phone number and email address Tel: 905 507 8200/01
Email: aparna@mlccollege.com

The Executive Director will arrange a meeting with the student within 14 days of receipt of the written complaint and the report from the Administrator with recommended solutions and the student’s objections or comments regarding these solutions.

The student will have an opportunity to make an oral presentation of the complaint at this meeting and to have another person present or another person make the oral presentation on his/her behalf. This meeting will be minuted.

Based on the documents and evidences Executive Director and student will discuss the matter further to arrive at satisfactory solution. If Executive Director and student mutually agreed to solution then a written response will be sent to the student, outlining the discussion and agreed upon solution(s) within 14 days of the meeting.

If not resolved at this level, the student will proceed to contact the Superintendent of Career Colleges, Ministry of Training, Colleges and Universities using the following contact information:

Superintendent of Career Colleges Ministry of Training, Colleges and Universities Private
Institutions Branch
77 Wellesley St.
West Box 977
Toronto, Ontario M7A 1L3

Copies of all appropriate documents shall be placed in the student’s records folder.

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