Overview

This policy has been developed to ensure all current and prospective students of FIC are given access to free, effective and fair complaints resolution and appeals processes.

There are two separate processes depending on whether the complaint/appeal is related to:

• academic matters or;
• non-academic matters

This policy sets out the valid grounds and procedures for academic matters which relate to:

• Program progression (Probation and Exclusion)
• Curriculum content & delivery
• Conferral of awards
• Academic credit
• Academic misconduct

This process does not apply to review of marks. 

Organizational Scope

Any current or prospective student of FIC  who experiences incorrect, inappropriate or unfair treatment in the course of their relationship with FIC is entitled to access the complaints and appeals process set out in this policy.

Definitions

Complainant: A person lodging a complaint or appeal.

Respondent: A person responding to a complaint or appeal.  This may also be the person who made the original decision the person is appealing.

Policy Principles

The principles which underpin this policy are as follows:

• The consideration of complaints and appeals will be dealt with according to principles of procedural fairness which respect the right of a complainant to be heard by an impartial party;
• Attempts will be made to resolve complaints and appeals as close to the source as possible;
• Complainants and respondents will not be subject to discrimination or harassment resulting from their participation in the complaints process;
• This complaints process does not restrict a student's or person's right to pursue other legal remedies;
• Staff will make all attempts to respond to complaints within the time limits set out in this policy;
• All procedures will be made available to the public;
• Complainants and/or respondents have the right to be represented by a third person (such as family member, friend, counselor other professional support person other than a qualified legal practitioner) if they so desire;
• All communications arising from the complaints process, together with the proceedings of the Appeals and Grievance Committee, will remain confidential, except to the extent necessary to give effect to this Grievance and Appeals Policy.
• Where the appeal relates to suspension of enrolment, students may maintain their enrolled status whilst awaiting the outcome of the appeal.
• If, at any time during the internal or external grievance process, a decision is made which supports the student, FIC will immediately implement the decision and advise the student of the outcome.

 Academic Grievance Process

The academic grievance policy is a staged process commencing with informal resolution between the student and the respondent.  If not satisfied with the outcome of the informal process, a student may then commence a formal appeals process as indicated below.

Students who require assistance with preparing a written complaint or appeal may contact the FIC Student Advisor for support.

Stage 1 - Informal

The first step is direct informal communication between the student and respondent within 20 working days of becoming aware of the problem, to allow both parties to discuss their point of view and attempt resolution.

The student is entitled to request and receive a written response outlining a full explanation for decisions and actions taken.

Stage 2 - Formal Grievance & Appeals Process

If Stage 1 is unsuitable or unavailable, a student seeking to commence a formal grievance and appeals process has 20 working days from the time of becoming aware of the problem, to lodge their formal written appeal with the Academic Director.

If the student has engaged in the Stage 1 informal process and is not satisfied with the outcome, a written appeal to the Academic Director can be lodged within 5 working days.  

The Academic Director will arrange a time to meet with the student within 5 working days of the appeal receipt, to reconsider the matter in light of additional information provided. 

To avoid any conflict of interest, where the Academic Director has been involved at the informal stage, the matter will be referred to an independent and appropriate academic staff member to carry out Stage 2.

The student and respondent will be advised of the appeal outcome in writing within 10 working days of the meeting.

Stage 3 - Appeals and Grievance Committee

Where the student is not satisfied with the outcome of Stage 2 and believes that:

• there was insufficient opportunity to present their case to the decision-maker ; or
• the process was not carried out in accordance with FIC policy or procedures; or 
• the decision was made contrary to the evidence provided;

a written statement of appeal can be lodged with the Appeals and Grievance Committee Secretary (FIC's Program Coordinator).  This statement should be lodged within 5 working days of receiving the written notification of the outcome of Stage 2.

The Appeals and Grievance Committee, consisting of the College Director and Principal, Business Manager, Program Advisor and Student Advisor (or nominees), will consider the appeal and respond to the student within 10 working days of receipt.  The Committee may ask either the student or respondent (or both) to present their case in person to the Committee.

To avoid any conflict of interest, an alternative senior staff member will replace any Committee member who has been involved in the decision being appealed or the Stage 1 or 2 process.

Stage Four - SFU/FIC Academic Advisory Committee

Where the student is not satisfied with the outcome of the Stage 3 and believes that at the Appeals and Grievance Committee:

• there was insufficient opportunity to present their case to the decision-maker ; or
• the process was not carried out in accordance with FIC policy or procedures; or 
• the decision was made contrary to the evidence provided;

they may request that the matter to be referred to the SFU/FIC Academic Advisory Committee

Process

Students must lodge their appeal in writing.

The appeal will be heard at the next available Academic Advisory Committee

The student will be notified of the decision within one month of the meeting. 

Discussion/Mediation

SFU/FIC Academic Advisory Committee will not enter into any mediation or discussion regarding an appeal.  All appeals are paper-based only. 

Administrative Procedures

This policy and related documentation is accessible through the FIC portal.

Records of all complaints and appeals will be kept for a period of five years.  These records will be strictly confidential and filed separately from student files.  These records will be under the responsibility of Academic Director (Academic) and Business Director  (Non-Academic). 

This policy and related procedures will be communicated to staff via email and ongoing staff information sessions.  New staff will receive policy information during the induction process.

Recommendations arising from any external review of the Grievance and Appeals Policy or procedures should be implemented within 90 days of notification.

 

 

 

Student Grievance Process: non-payment of fees

Overview

This policy has been developed to ensure all current and prospective students of FIC are given access to free, effective and fair complaints resolution and appeals processes.
This policy sets out the valid grounds and procedures for students wishing to appeal against cancellation of enrolment for non-payment of fees.

Organizational Scope

Any current student of FIC who experiences incorrect, inappropriate or unfair treatment by FIC in relation to the process of enrolment cancellation for non-payment of fees is entitled to access the complaints and appeals process set out in this policy, regardless of the location of the campus at which the matter has arisen, the student's place of residence or the mode in which they study.

Definitions

• Complainant: A person lodging a complaint or appeal.
• Respondent: A person responding to a complaint or appeal.  This may also be the person who made the original decision the person is appealing.

Policy Principles

The principles which underpin this policy are as follows:

• The consideration of complaints and appeals will be dealt with according to principles of procedural fairness which respect the right of a complainant to be heard by an impartial party;
• Attempts will be made to resolve complaints and appeals as close to the source as possible;
• Complainants and respondents will not be subject to discrimination or harassment resulting from their participation in the complaints process;
• This complaints process does not restrict a student's or person's right to pursue other legal remedies;
• Staff will make all attempts to respond to complaints within the time limits set out in this policy;
• All procedures will be made available to the public on the FIC website;
• Complainants and/or respondents have the right to be represented by a third person (such as family member, friend, counsellor other professional support person other than a qualified legal practitioner) if they so desire;
• All communications arising from the complaints process, together with the proceedings of the Appeals and Grievance Committee, will remain confidential, except to the extent necessary to give effect to this Policy.
• Where the appeal relates to suspension of enrolment, students may maintain their enrolled status whilst awaiting the outcome of the appeal.
• If, at any time during the internal or external grievance process, a decision is made which supports the student, FIC will immediately implement the decision and advise the student of the outcome.

General Grievance

Students who require assistance with preparing a written complaint or appeal may contact the FIC Student Advisor for support.

Stage 1 - Formal Grievance Process

A student seeking to commence a formal appeals process against enrolment cancellation for non-payment of fees has 20 working days from the date of the Intent to Cancel Enrolment letter, to lodge their grievance in writing to the Business Director or produce proof of payment.

The Business Director will examine the grievance and/or proof of payment and review the decision in light of any additional information provided by the student.  The student and respondent will be advised of the outcome in writing within 10 working days of receiving notice of the grievance in writing or producing proof of payment.

Stage 2 - Appeals and Grievance Committee

Where the complainant is not satisfied with the outcome of Stage 1 and believes that:

• there was insufficient opportunity to present their case to the decision-maker ; or
• the process was not carried out in accordance with FIC policy or procedures; or
• the decision was made contrary to the evidence provided;

a written statement of complaint can be lodged with the Appeals and Grievance Committee Secretary (FIC's Program Coordinator).  This statement should be lodged within 5 working days of receiving the written notification of the outcome of Stage 1.  The Appeals and Grievance Committee consisting of the College Director and Principal, Program Advisor, Student Advisor and Academic Director (or nominees), will consider the appeal and respond to the complaint within 10 working days of receipt.  The Committee may ask either the student or respondent (or both) to present their case in person to the Committee.  To avoid any conflict of interest, an alternative senior staff member will replace any Committee member who has been responsible for the decision being appealed, or the Stage 1 process.

Stage 3 - Navitas Canada Appeals Committee

Where the student is not satisfied with the outcome of the Stage 2 and believes that at the Appeals and Grievance Committee:

• there was insufficient opportunity to present their case to the decision-maker ; or
• the process was not carried out in accordance with FIC policy or procedures; or 
• the decision was made contrary to the evidence provided;

they may request that the matter to be referred to the Navitas Canada Appeals Committee.

Process

Students must lodge their appeal in writing.  The Navitas Canada Appeals Committee within 10 days of receiving the written notification of the outcome of Stage 2.  The Navitas Canada Appeals Committee consisting of the General Manager Navitas Canada, College Director and Principal ICM, Business Manager ICM and Student Adviser, (or nominees), will consider the appeal and respond to the complaint within 20 working days of receipt.  The Committee may ask either the student or respondent (or both) to present their case in person to the Committee. 

The student will be notified of the decision within one month of application. 

Administrative Procedures

This policy and related documentation is accessible through the FIC portal.

Records of all complaints and appeals will be kept for a period of five years.  These records will be strictly confidential and filed separately from student files.  These records will be under the responsibility of Academic Director (Academic) and Business Director  (Non-Academic). 

This policy and related procedures will be communicated to staff via email and ongoing staff information sessions.  New staff will receive policy information during the induction process.

Recommendations arising from any external review of the Grievance and Appeals Policy or procedures should be implemented within 90 days of notification.