Overview

1. This policy outlines the process for handling complaints from students regarding United Pacific College (UPC) and its operations.
2. Students who file or are involved in a complaint will not face any retaliation from the institution.

Complaint Handling Process

Submitting a Complaint:

• Complaints must be submitted in writing.
• Students should send their written complaints to the Senior Education Administrator (SEA) of UPC, Natasha Lin, either in person or via email at natasha.upc@gmail.com (phone: 604-862-6168). If Natasha Lin is unavailable or involved in the complaint, students should contact the Director of UPC, Lily Li, at upclily@gmail.com (phone: 604-537-5719).

Procedure for Non-Academic Matters:

1. Initial Step:

   • The student should first address their concern with the staff member or instructor most directly involved. If unresolved, the student should then submit their concern in writing to the Director of UPC.

2. Meeting Arrangement:

   • The Director will meet with the student within 5 school days or as soon as possible to discuss the concern and desired resolution.

3. Investigation:

   • The Director will conduct necessary inquiries or investigations within 10 school days to determine if the concerns are substantiated.

4. Determination:

   • Within 10 school days of receiving the written concern, the Director will:
     • Determine that the concern is not substantiated.
     • Determine that the concern is substantiated in whole or in part.
     • Determine that the concern is frivolous or vexatious.
   • All parties involved will receive a written summary of the determination. Copies will be given to the student, placed in the school’s Student Conduct File, and the student’s personal file.

5. Resolution:

   • If the concern is substantiated, the Director will propose a resolution.

6. Appeal:

   • If dissatisfied with the Director’s determination, the student must notify the Senior Education Administrator within 48 hours. The SEA will review the matter and meet with the student within 5 school days.

7. Final Decision:

   • The SEA will either confirm or vary the Director’s determination. This will be the final step in the School’s Dispute Resolution Process.

Procedure for Grade Appeals:

1. Initial Appeal:
   • If dissatisfied with a grade, the student should first discuss it with the instructor. If evidence supports a higher grade, the instructor will reassess the grade.
2. Further Appeal:
   • If unresolved, the student can submit a written appeal to the Program Director/Lead Instructor, who will have another instructor re-mark the assessment.
3. Re-mark Outcomes:
   • A higher grade will be assigned if warranted. If the re-marked grade is lower, the original grade will remain.
4. Final Appeal:
   • If still dissatisfied, the student can appeal in writing to the Senior Educational Administrator within 5 days of receiving the grade. The SEA’s determination will be final.

Additional Information:

• Written reasons for determinations will be provided within 30 days of the complaint.
• If dissatisfied with the determination and misled by the institution, the student may file a complaint with the Private Training Institutions Branch (PTIB) at www.privatetraininginstitutions.gov.bc.ca. Complaints must be filed within one year of the program’s completion, dismissal, or withdrawal.

Representation:

• Students may be represented by an agent or lawyer during the complaint process.