This policy governs complaints from students respecting Oscar International College Inc. and any aspect of its operations.

1. Student will not be subject to any form of retaliation as a result of filing a complaint.
2. All student complaints must be made in writing.
3. The student must provide the written complaint to the Senior Educational Administrator who is responsible for making determinations in respect of complaints. If the Senior Educational Administrator is absent, the student must provide the complaint to the Onsite Administrator. 24
4. The process by which the student complaint will be handled is as follows:
   i. When a concern arises, the student should first attempt to address the concern with the individual most directly involved. 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.
   ii. The Senior Educational Administrator will arrange to meet with the student to discuss the concern and desired resolution as soon as possible. Following the meeting with the student, the Senior Educational Administrator 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 enquiries may involve further discussion(s) with the student either individually or with appropriate Oscar International College Inc. personnel. All communications must be in writing.
   iii. The necessary enquiries and/or investigations shall be completed and a response provided in writing to all involved as soon as possible.
   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;
   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 five school days to appeal the decision. A copy of the decision and all supporting materials shall be given to the student, a copy will be placed in the Institution’s Student Conduct File, and the original will be placed in the student file.
   iv. If the student is not satisfied with the determination of the Senior Educational Administrator, the student must advise the Senior Educational Administrator as soon as possible but within five school days of being informed of the determination.
   v. The Owner will review the matter and if necessary, may meet with the student as soon as possible but within five school days of receipt of the student’s appeal.
   vi. The original decision will either be confirmed or varied by the Owner in writing within five school days after receipt of the student’s appeal or, if a meeting with the student occurred, within five days of that meeting. At this point the Institution’s dispute resolution process will be considered exhausted vii. Written reasons for the determination will be provided to the student within 45 days after the date on which the complaint was made.
5. The student making the complaint may be represented by an agent or a lawyer.
6. If the student is or was enrolled in an approved program, is dissatisfied with the determination, and has been misled by the institution regarding any significant aspect 25 of that program, he or she may file a complaint with the Private Training Institutions Branch (www.privatetraininginstitutions.gov.bc.ca).