Dispute Resolution Policy

OVERVIEW

The Northwest Skills Institute provides an opportunity for students to resolve disputes of a serious nature in a fair, reasonable, and equitable manner. The goal of this dispute resolution policy is to promote open communication and to foster a safe environment for addressing differences of opinions.

POLICY

1. This policy governs complaints from students respecting Northwest Skills Institute and any aspect of its operations.
2. All formal student complaints must be made in writing or by using the confidential contact form below.
3. The student making the complaint must represent themself.
4. Students will not be subject to any form of retaliation as a result of filing a complaint.
5. The Executive Committee is responsible for resolving all complaints received.
6. All complaints should be addressed within forty-five (45) business days of a complaint being initiated.
7. At any time, the Executive Committee, in its sole discretion, can instruct staff to escalate a complaint from a lower step to a higher step in the process to help expedite a resolution.

PROCESS

8. The process by which a complaint will be handled is as follows:
   1. STEP 1: Informal Interview
      1. An NW Skills program manager will be assigned to communicate with the complainant.
      2. Within five (5) business days, this manager will offer to hold an informal discussion with the complainant to hear concerns, collect facts, and identify potential resolutions being sought.
      3. Additional informal discussion sessions may be offered to help come to a decision regarding a proposed resolution.
      4. The program manager should issue a decision to the complainant within five (5) business days of the last informal discussion.
   2. STEP 2: Mediated Discussion
      1. If unsatisfied with the outcome of the Informal Discussion, the complainant should communicate their dissatisfaction to the program manager within three (3) business days of receipt of the decision and ask for a Mediated Discussion.
      2. The involved parties should then seek to resolve the matter through respectful discussion with a mediator, such as an appropriate impartial senior staff member. For example, in the event that the discussion relates to an exam-related issue, the program manager may choose to include another certified examiner or instructor with the appropriate qualifications in the mediated discussion.
      3. The program manager should issue a revised decision, if any, to the complainant within five (5) business days of the conclusion of the Mediated Discussion.
   3. STEP 3: Senior Review
      1. If unsatisfied with the outcome of the Mediated Discussion, the complainant should submit a written complaint to the program manager for referral to their Vice President, within three (3) business days of receipt of the Mediated Discussion outcome asking for a Senior Review by a Vice President.
      2. Should this program manager be absent or be named in the complaint, the written complaint should be submitted directly to the applicable Vice President.
      3. The Vice President will arrange to meet with the involved parties to discuss the concern as soon as possible, meaning within no less than three (3) business days of receiving the request for review.
      4. The Vice President will conduct the necessary enquiries and/or investigations and provide a decision, with an explanation, in writing to all parties involved in the dispute within seven (7) days of the end of the review.
   4. STEP 4: Final Determination
      1. If unsatisfied with the outcome of the Senior Review, the complainant should submit a written complaint to the Vice President for referral to the Executive Committee, within three (3) business days of receipt of the Vice President’s decision asking for a Final Determination.
      2. Should this Vice President be absent or be named in the complaint, the written complaint should be submitted directly to the Executive Committee.
      3. The Executive Committee may, in its sole discretion, refuse to further review the complaint if it determines that the complaint has been adequately addressed at an earlier stage.
      4. If the Executive Committee decides to further review the complaint, they may determine what, if any, further investigative steps are required. The Executive Committee may also proceed to a Final Determination without any further actions.
      5. A Final Determination must be issued within 10 business days of a request for determination.

9. If the student is or was enrolled in a regulated program, and is dissatisfied with NW Skills determination, and has been misled by the institution regarding any significant aspect of that program, they may file a complaint with the regulatory body, such as:
   1. The Private Training Institutions Branch (www.privatetraininginstitutions.gov.bc.ca).

CONTACT US

If you have any questions or suggestions regarding our Dispute Resolution Policy, please contact us.