Dispute Resolution/Grade Appeal Policy

Advantage English School E/J provides an opportunity for students to resolve disputes of a serious nature and grade appeals in a fair, reasonable and equitable manner. The policy applies to all current or former students of Advantage English School E/J.

Procedure

1) When a concern arises, the student should first attempt to address the concern with the individual most directly involved.  In the event of a student complaint, the individual responsible for making a determination is Mrs. Setsuko Hamazaki, Owner/Director of Advantage English School E/J.  In the event of Mrs. Setsuko Hamazaki’s absence, or in the event that she is named in the complaint, the individual responsible for making a determination with respect to a student complaint is Mrs. Patricia Dagg, Head Teacher, Advantage English School E/J.

2) If the student is not satisfied with the outcome at this level. The student should put his/her concern in writing and deliver it to the Senior Educational Administrator (Patricia Dagg).

3) The Senior Educational Administrator (Mrs. Dagg) will arrange to meet with the student to discuss the concern and desired resolution as soon as possible but within 5 school days of receiving the student’s written concern.

4) Following the meeting with the student, the Senior Educational Administrator (Mrs. Dagg) will conduct whatever enquiries and/or investigations are necessary and appropriate to determine whether the student’s concerns are substantiated in whole or in part. Those enquires may involve future discussion(s) with the student either individually or with appropriate Advantage English School E/J personnel. All communication must be in writing. The necessary enquiries and/or investigations shall be completed and a response provided in writing to all involved as soon as possible but no later than 10 school days following the receipt of  the student’s written concerns.

a. If it is determined that the student’s concerns are not substantiated, the institution will provide a written explanation of the decision and deny the complaint; or

b. If it is determined that the student’s concerns are substantiated in whole or in part, the institution will propose a resolution

The response must specify that the student will have 5 school days to appeal the decision.  A copy of the decision and all supporting materials shall be given to the student; Advantage English School E/J must retain a single file of all complaints made by students and decisions issued under the dispute resolution policy for five years.

5) If the student is not satisfied with the determination of the Senior Educational Administrator (Mrs. Dagg), the student must advise the Senior Educational Administrator as soon as possible but within 5 school days of  being informed of the determination. The Senior Administrator (Mrs. Dagg) will immediately refer the matter to the School Director (Mrs. Hamazaki) of the institution.

6) The School Director (Mrs. Hamazaki) will review the matter and if necessary, may meet with the student as soon as possible but within 10 school days of receipt of the student’s appeal.

7) The original decision will either be confirmed or varied by the School Director (Mrs. Hamazaki)  in writing 10 school days after receiving the student’s appeal or, if a meeting with the student occurred, within 10 days of that meeting. At this point the institution’s dispute resolution progress will be considered exhausted. If the student is dissatisfied with the result and feels that he or she has been misled by the institution, he or she may file a complaint with the Private Training Institution Branch (PTIB)  http://www.privatetraininginstitutions.gov.bc.ca/   Students must be able to exhaust the institution’s dispute resolution process within 45 days including any appeals.

8) Students who make a complaint may choose to be represented by an agent or lawyer if they choose.

Procedure for Grade Appeal:

1) If a students is dissatisfied with a grade received and can provide evidence that a higher grade is warranted he/she should discuss with his/her instructor. The instructor will reconsider the grade and, if warranted, assign a different grade.

2) If the student is not satisfied with the outcome of his/her appeal to the instructor, he/she should submit a written appeal to the Senior Educational Administrator (Mrs. Dagg).

3) The Senior Educational Administrator (Mrs. Dagg) will obtain a copy of the assignment/test in question from the instructor and will have another instructor re-assess the test.

4) If the student achieves a higher grade on re-assessment, the higher grade will be assigned to the student. If the student achieves a lower grade on re-assessment, the original grade will be retained.

5) The grade will be considered final and cannot be appealed.

6) The decision on the grade appeal will be provided to student within 30 school days of Advantage English School E/J’s receipt of the written appeal.