Dispute Resolution Policy

The following meets the standards of Languages Canada.

The Student’s Responsibilities
The student must communicate his or her concerns, in person or in writing, to the relevant Academy personnel. We encourage students to address concerns immediately before initiating the dispute resolution process. The student should retain copies of all correspondence between him or herself and the Academy. If the student is unable or unwilling to approach the Academy personnel, or if the issue remains unaddressed, the student is asked to contact, in writing, the Director of Education to ask for assistance. The student has the right to have a person, of his or her choosing, present at all times during the dispute resolution process.

The Director of Education’s Responsibilities
The Director of Education (DOE) must respond to the complainant within 48 hours of receipt of written notification. The DOE will notify all parties involved, and obtain permission via official signatures to create an incident report detailing the student’s concerns.

The DOE will initiate an investigation as to the complainant’s concerns. The DOE will identify the appropriate individual to address and provide appropriate feedback and status of the dispute resolution process to all parties involved.

The DOE must provide a detailed record all decisions (resolution) and the reasons for these decisions. The incident report and the resolution record must be reviewed with both the Academy personnel and the complainant, and subsequently signed by both so that the resolution process can be initiated. The DOE must track and follow the resolution process to ensure the complainant’s concerns have been properly addressed. Once this has been confirmed, the DOE will close the complaint and file the documentation within the Academy personnel’s and the complainant’s record for evidentiary retention.

Meeting with Academy Personnel
If the student’s concerns have merit, the DOE will encourage the student to address the issues directly with the Academy personnel via a personal meeting. The DOE must also attend the meeting and the complainant has the right to have a person, of his or her choosing, present during this meeting.

All parties will receive copies of the incident report prior to the meeting. At the meeting, the concerns will be discussed and addressed. If all parties agree to resolutions presented, the incident report can be modified to include the resolutions and subsequently signed by the complainant and the Academy personnel. The DOE must track and follow the resolution process to ensure the complainant’s concerns have been properly addressed. Once this has been confirmed, the DOE will close the complaint and file the documentation within the Academy personnel’s and the complainant’s record for evidentiary retention.

Further Investigation
If the concerns remain unaddressed, the DOE may continue the investigation. If discipline is required, the DOE may recommend resolutions in the form of personnel training, for example. The DOE will inform the complainant, in writing, of this decision while maintaining the privacy and confidentiality of the details to protect the rights of the Academy personnel.

If a satisfactory solution is not possible, the matter may be referred to the Board of Directors of Languages Canada for resolution in accordance with the terms and conditions of the Dispute Resolution Policy for Languages Canada.