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Student Complaints

Health & Beauty Canadian College > Student Complaints

Student Complaints Policy and Procedure

Health and Beauty Canadian College (HBCC)
(Ontario Career College – MCU Compliant)

1. Policy Statement

Health and Beauty Canadian College (“the College”) is committed to providing students with a fair, respectful, transparent, and timely process for resolving complaints. The College recognizes that students have the right to raise concerns regarding academic matters, services, facilities, policies, or conduct, and to expect those concerns to be addressed in accordance with principles of natural justice, procedural fairness, and confidentiality.

This policy complies with the requirements of the Career Colleges Act, 2005, the Approval of Programs of Instruction Policy, and applicable Ministry of Colleges and Universities (MCU) guidelines.

2. Scope and Eligibility

This policy applies to:

  • Full-time and part-time students

  • Online and hybrid students

  • Students currently enrolled in a program or course

  • Former students, provided the incident occurred during their enrolment

Anonymous complaints will not be considered under this policy.

3. Student Rights

Students have the right to:

  • Present their complaint without fear of retaliation

  • Be accompanied by a support person of their choice during meetings

  • Receive written responses within stated timelines

  • Confidential handling of their complaint

  • Appeal decisions in accordance with this policy

  • Escalate unresolved complaints to the Superintendent of Ontario Career Colleges

4. Guiding Principles

The College commits to:

  • Acting fairly, reasonably, and impartially

  • Following its published procedures

  • Respecting confidentiality (not anonymity)

  • Making decisions based on the balance of probabilities

  • Ensuring students are not disadvantaged for submitting complaints in good faith

5. Timelines

  • Complaints must normally be submitted within 30 calendar days of the incident

  • Timelines may be extended at the College’s discretion where extenuating circumstances exist

  • Students will be informed in writing if timelines require adjustment

6. Complaint Resolution Process

Step 1 – Informal Resolution

Students are encouraged to resolve concerns informally whenever possible.

  1. The student raises the concern directly with the instructor, staff member, or manager involved.

  2. Concerns may be verbal or written.

  3. Both parties attempt to resolve the issue collaboratively.

  4. A facilitated discussion or mediation may be requested.

  5. If resolved, the outcome is documented where appropriate.

If unresolved, the student may proceed to Step 2.

Step 2 – Formal Complaint Resolution

  1. The student submits a written formal complaint to the Campus Manager or designated administrator, including:

    • Description of the concern

    • Date(s) and time(s) of occurrence

    • Individuals involved

    • Actions taken to date

    • Resolution sought

  2. The Campus Manager will:

    • Acknowledge receipt

    • Meet with the student within 2–3 business days

    • Investigate the complaint fairly and impartially

  3. The employee/respondent will be given the opportunity to respond in writing.

  4. A written decision will be issued within 5–10 business days, outlining:

    • Findings

    • Decision

    • Reasons for the decision

    • Any corrective actions

  5. All documentation will be retained in the Student Complaint Binder for a minimum of four (4) years.

Complaints submitted via social media will not be acknowledged.

Step 3 – Appeal

A student may appeal if:

  • Due process was not followed

  • The decision was unreasonable

  • New material evidence has emerged

Appeals must be submitted in writing within 10 business days of receiving the Step 2 decision.

The Director or Senior Administrator will:

  • Review all documentation

  • Conduct further inquiry if necessary

  • Issue a final written decision within 10 business days

This decision is final at the institutional level.

7. External Complaint Resolution (MCU)

If the complaint remains unresolved, the student may submit a complaint to the Superintendent of Ontario Career Colleges:

Superintendent of Career Colleges
Ministry of Colleges and Universities
77 Wellesley Street West, Box 977
Toronto, ON M7A 1N3

Complaints must be submitted through PARIS:
https://www.pcc.tcu.gov.on.ca/PARISExtWeb/public/login.xhtml

8. Group Complaints

  • Groups may appoint a representative

  • Written consent is required

  • Findings will be shared with all affected students

9. Confidentiality and Records

  • All complaints are handled confidentially

  • Information is disclosed strictly on a need-to-know basis

  • Records are securely maintained

  • Confidentiality does not imply anonymity

10. Frivolous or Vexatious Complaints

Complaints may be deemed frivolous or vexatious if they are:

  • Repetitive or harassing

  • Malicious or made in bad faith

  • Unrealistic or unreasonable

The College reserves the right to terminate such complaints and will notify the student in writing.

11. Authority and Oversight

  • Director, Student Support Services is responsible for administering this policy

  • Policy amendments require approval by the College leadership

  • Patterns of complaints are monitored for continuous improvement

12. Privacy

Personal information collected is authorized under the Freedom of Information and Protection of Privacy Act (FIPPA) and is used solely for complaint resolution purposes.

13. Forms

  • Formal Complaint Submission Form

  • Appeal Submission Form

Forms must be completed fully and submitted to the designated College official.

✔ MCU Compliance Notes

This policy meets MCU expectations for:

  • Clear escalation pathways

  • Written decisions

  • Record retention

  • External complaint disclosure

  • Student protection and due process