Student Complaint and Resolution Policy

(For International and Domestic Students)

Purpose
Royal Metro College (RMC) is committed to maintaining a fair, respectful, and supportive learning environment for all students.
This policy establishes a formal process for receiving and resolving complaints from students regarding academic and administrative matters, student support services, misleading information provided by education agents, and incidents involving harassment or discrimination.

Scope
This policy applies to all students of RMC, including international students, and to all employees, contractors, and education agents representing the College.

1. Principles

• All student complaints will be handled promptly, fairly, and confidentially.
• Students will not be subject to retaliation or discrimination for filing a complaint in good faith.
• Every effort will be made to resolve concerns informally before a formal complaint is filed.
• Complaints involving harassment or discrimination will be addressed in accordance with the BC Human Rights Code.

2. Informal Resolution

Students are encouraged to first discuss their concerns directly with the instructor, staff member, or department involved.
If the issue cannot be resolved informally, students may proceed with a formal written complaint.

3. Formal Complaint Process

Step 1 – Submission
A formal complaint must be submitted in writing to the Administrative Office at studentservices@royalmetro.ca.

The complaint should include:

• Student’s full name and contact information
• Date and description of the incident or issue
• Names of any individuals involved
• Supporting documents or evidence
• Desired outcome or resolution

Step 2 – Acknowledgement
The Administrative Office will acknowledge receipt of the complaint within five (5) business days and may request additional information if needed.

Step 3 – Investigation and Review
The Administrative Office will investigate the complaint, which may involve meeting with relevant parties and reviewing documents.
A written decision will normally be provided within fifteen (15) business days of receiving all necessary information.

Step 4 – Appeal
If the student is dissatisfied with the outcome, they may appeal in writing within ten (10) business days of receiving the decision.

The appeal will be reviewed by the VP of Operations whose decision will be final within the institution.

4. External Recourse

If the complaint remains unresolved after completing the College’s process:

• For program or service complaints: students may contact the Private Training Institutions Branch (PTIB) of the BC Ministry of Post-Secondary Education and Future Skills.
• For complaints involving harassment or discrimination: students may contact the BC Human Rights Tribunalat www.bchrt.bc.ca.

5. Records

RMC will maintain written records of all formal complaints, investigations, and outcomes for a minimum of five (5) years and make them available to regulators upon request.

6. Misleading Information by Education Agents

Students who believe they have received false, deceptive, or misleading information from an authorized RMC education agent may file a complaint under this policy.
The College will investigate the concern and take appropriate corrective or disciplinary action with the agent as necessary.

7. Policy Review and Accessibility

This policy will be reviewed annually and updated as required to maintain compliance with the Education Quality Assurance (EQA) Code of Practice and PTIB regulations.
The policy is publicly available on RMC’s website and provided to all students during orientation.