COMPLAINT AND APPEAL POLICY
At Consortium eLearning Canada, we are committed to providing high-quality education and services to all our learners, staff, and stakeholders. We understand that from time to time, issues may arise, and individuals may feel the need to express their concerns or appeal decisions. This Complaint and Appeal Policy outlines the procedures for lodging complaints or appeals, ensuring that all matters are handled in a fair, transparent, and professional manner.
1. Purpose
The purpose of this policy is to:
- Provide a clear and fair process for individuals to raise concerns or complaints.
- Ensure that all complaints and appeals are addressed promptly, fairly, and impartially.
- Protect the rights and dignity of all parties involved in the complaint or appeal process.
- Maintain the integrity and quality of Consortium eLearning’s services by identifying areas for improvement.
2. Scope
This policy applies to:
Learners who have concerns about their educational experience, course content, assessments, or any aspect of the services provided by Consortium eLearning’s. Staff, faculty, or partners who have concerns about policies, procedures, or any other operational issues within Consortium eLearning’s. Any individual, partner, or stakeholder who wishes to raise a formal complaint or appeal.
3. Informal Resolution
Before filing a formal complaint or appeal, individuals are encouraged to resolve issues informally by discussing their concerns directly with the relevant person, such as the instructor, course coordinator, or staff member involved. Many issues can be resolved through open communication and mutual understanding.
4. Filing a Complaint
If an issue cannot be resolved informally, individuals may file a formal complaint by following the procedure outlined below:
Submission of Complaint:
Complaints must be submitted in writing, either through an online form, email, or official letter.
The complaint should include a detailed description of the issue, any relevant dates, and the names of individuals involved (if applicable). Complaints should be submitted within 10 business days of the incident or issue arising, or as soon as reasonably possible.
Acknowledgment:
Upon receiving a complaint, Consortium eLearning’s will acknowledge its receipt within 3 business days.
The acknowledgment will include an outline of the next steps, a timeline for resolution, and the contact details of the person responsible for handling the complaint.
Investigation and Resolution:
Consortium eLearning’s will investigate the complaint impartially, gathering relevant information and reviewing any evidence provided. The investigation will be conducted in a fair and timely manner, aiming to resolve the complaint within 15 business days.
If more time is needed, the individual filing the complaint will be informed, and an updated timeline will be provided.
Outcome:
After the investigation, Consortium eLearning will provide a written response outlining the outcome of the complaint. If the complaint is upheld, Consortium eLearning will offer an appropriate solution or corrective action, which may include a review of the decision, an apology, or other remedial actions.
If the complaint is not upheld, Consortium eLearning will explain the reasons for the decision in a clear and constructive manner.
5. Filing an Appeal
If an individual is dissatisfied with the outcome of a complaint, they have the right to appeal the decision. The appeal process allows for a review of the original decision to ensure fairness and impartiality.
Submission of Appeal:
Appeals must be submitted in writing within 10 business days of receiving the outcome of the complaint.
The appeal should specify the reasons for dissatisfaction with the decision and may include additional supporting information if necessary.
Acknowledgment of Appeal:
Consortium eLearning will acknowledge receipt of the appeal within 3 business days.
The acknowledgment will include information about the review process and the timeline for a decision.
Review of Appeal:
The appeal will be reviewed by an independent panel or a senior representative of Consortium eLearning who was not involved in the original decision. The panel will assess whether the initial decision was fair, consistent with policy, and properly documented. Additional information or hearings may be scheduled if needed.
Outcome of Appeal:
Consortium eLearning will communicate the outcome of the appeal in writing within 15 business days of receiving the appeal. The appeal may result in the original decision being upheld, modified, or overturned. If the appeal is upheld, Consortium eLearning will take appropriate corrective action and inform the individual of the resolution.
6. Confidentiality and Privacy
Consortium eLearning is committed to maintaining the confidentiality and privacy of all parties involved in the complaint or appeal process. Personal information and details about the complaint or appeal will be shared only with those who need to be informed for the purpose of resolving the issue.
Retaliation or discrimination against individuals who file a complaint or appeal will not be tolerated.
7. Special Considerations
Disability Accommodations: If an individual requires assistance or accommodations to participate in the complaint or appeal process (e.g., due to a disability), Consortium eLearning will make reasonable efforts to provide support.
Language Support: If the individual requires language assistance, Consortium eLearning will provide translation or interpretation services as needed.
8. Feedback and Continuous Improvement
Consortium eLearning values feedback as an essential part of its commitment to continuous improvement. The outcomes of complaints and appeals may lead to changes in policies, procedures, or practices to prevent similar issues from arising in the future.