Institutional Policy
Dispute Resolution Policy
Community Wellness Foundations Certificate — Older Adult Focus
Effective Date: Upon Institutional Certification
This policy is posted in a prominent place on the institution’s website and on the institutional Learning Management System (Tutor LMS), and is provided to every student before the program start date.
1. Purpose
This policy sets out the dispute resolution procedures available to students enrolled at Seaside Coast College. It is intended to support fair and respectful resolution, timely review of student concerns, transparent communication, procedural consistency, and institutional accountability. It is established in accordance with the Private Training Act and the Private Training Regulation.
2. Scope
This policy applies to all students enrolled in programs offered by Seaside Coast College and to concerns relating to academic matters, institutional policies, student conduct, attendance, online learning participation, instructor interactions, administrative decisions, tuition or refund matters, institutional services, and other program-related matters.
3. Protection Against Retaliation
A student who makes, or is otherwise involved in, a complaint will not be subject to retaliation or adverse treatment by the institution at any time as a result of participating in the dispute resolution process. Retaliation against a student for participating in a complaint or review may result in institutional action.
4. Informal Resolution
Students are encouraged to attempt informal resolution, where appropriate, before submitting a formal complaint, by raising the concern with the instructor, the Senior Educational Administrator, or other appropriate institutional personnel. The institution encourages respectful and timely communication to support early resolution where possible. Informal resolution is optional and does not extend the timelines that apply once a formal written complaint is made.
5. Formal Dispute Resolution Process
All student complaints under this process must be made in writing. The process has a maximum of two steps. The institution provides the student with written reasons for its determination, and for any reconsideration, within 30 days after the date on which the student made the written complaint.
To allow time for any reconsideration within that period, the institution issues its initial determination promptly, well before the 30 days elapse, so that any reconsideration can also be completed and communicated to the student within the same 30-day window.
Step 1 — Initial Review
A formal complaint is submitted in writing to the Senior Educational Administrator, Seaside Coast College, at lynth@seasidecoastcollege.com. The complaint should include the student’s full name; the program name; a description of the concern; relevant dates; supporting documentation where applicable; and the outcome the student is requesting.
The institution does not charge any fee for using this dispute resolution process. The institution’s Independent Reviewer (independentreviewer@seasidecoastcollege.com), is a qualified representative who is independent of the original determination. The Independent Reviewer conducts any reconsideration and acts as the alternate decision-maker where the Senior Educational Administrator is absent from, or named in, a complaint.
On receiving a formal complaint, the institution may review relevant records and documentation, communicate with the parties involved, request additional information, and assess the matter in accordance with its policies and procedures. The Senior Educational Administrator makes the initial determination and provides the student with written reasons for it.
Alternate decision-maker: if the Senior Educational Administrator is absent or is named in the complaint, the Independent Reviewer makes the determination instead.
Step 2 — Reconsideration
If the student is dissatisfied with the initial determination, the student may submit a written request for reconsideration, including the reasons for the request, any additional supporting documentation, and clarification of the outcome being requested.
Because the Senior Educational Administrator made the initial determination, the reconsideration is conducted by the Independent Reviewer, who provides the student with written reasons for the reconsideration determination. Both the initial determination and any reconsideration are completed and communicated to the student within the 30-day period described above, measured from the date the student made the written complaint.
6. External Complaint — PTIRU
If a student is dissatisfied with the institution’s determination and believes the institution misled the student about a significant aspect of an approved program, the student may file a complaint with the Private Training Institutions Regulatory Unit (PTIRU) at www.privatetraininginstitutions.gov.bc.ca. A complaint to PTIRU must generally be filed within one year of the student completing, being dismissed from, or withdrawing from the program. The written reasons provided to the student will advise the student of this right.
7. Representation
A student participating in the dispute resolution process may choose to be represented by an agent or a lawyer.
8. Confidentiality
Information associated with complaints, reviews, and dispute resolution processes is handled with reasonable confidentiality, subject to institutional operational requirements, procedural fairness, legal obligations, safety considerations, and regulatory requirements.
9. Recordkeeping
The institution maintains records associated with dispute resolution, including written complaints, institutional correspondence, review documentation, findings, determinations, and reconsideration requests. These records are retained in accordance with the institution’s Privacy and Records Policy, which provides for retention of Class A student records for at least eight years.
10. Related Policies
This policy operates alongside the institution’s other student policies, including the Student Grade Appeal Policy, Student Dismissal Policy, Respectful and Fair Treatment of Students Policy, Sexual Misconduct Policy, Privacy and Records Policy, and Student Conduct Policy.
11. Contact and Approval
Seaside Coast College · 3514 Fairmont Road, North Vancouver, BC V7R 2W9
Email: lynth@seasidecoastcollege.com · Website: seasidecoastcollege.com
Approved by: Senior Educational Administrator · Review cycle: Annual