International Academy of TCM Student Complaint Procedure

The International Academy of Traditional Chinese Medicine is committed to the prompt and equitable resolution of student conflict issues to the satisfaction of both the student and the Academy.

Should you have any problems or concerns during your training period, the Academy encourages you to discuss them promptly with the staff member directly involved.

The Student Complaint Procedure is designed to provide students with both an informal and formal process whereby a student may request the review and resolution of a concern, if a satisfactory resolution has not been reached by way of the daily problem-solving activities between staff and students. In most cases, the communication will result in a time sensitive resolution.

Informal Complaint Procedure

Students are encouraged to address any concerns immediately and not to let a minor problem/concern develop into a major one.

The student has the right to present his/her concern and if desired, the student also has the right to be accompanied, at all times during the process, by an individual of his/her choice. In addition, the student can ask the individual who accompanies him/her to present the concern on his/her behalf.

Should the resolution to your concern/issue require further involvement or discussion, the student is encouraged to speak with the Academy Manager who will provide guidance and assist with the communication process with the staff, faculty or another student member.

Formal Complaint Procedure

  1. In the case where a student is unable to achieve a satisfactory resolution using the informal direct discussion approach recommended above, the student can request that a more formal complaint procedure be launched.

To do so, a student must complete and sign an original Student Complaint Form (available from the Office Supervisor upon request/attached), recording his/her concern and documenting the student’s desired resolution. The student must submit the original form and one signed copy to the Academy Manager who will co-sign the forms in Part A, return the original to the student and keep the copy in the student’s academic file.

Michael Milic, Academy Manager
International Academy of Traditional Chinese Medicine
380 Forest St. Ottawa ON K2B 8E6
Michaell@intlacademy.com
Telephone : 613 820-4046 Fax: 613 820-7478

2.  The Academy Manager will arrange to meet with the student within three working days of the date of receipt of the written complaint.   If, as a result of that meeting, the student and the Academy Manager decide to implement a mutually agreed to ‘complaint resolution plan’, then that decision, the reason for the decision, and a description of the resolution plan must be recorded by the Academy Manager in Part B on the student’s original complaint form. The original form must be co-signed by the student and the staff member in sub-section i) of Part B of the form.   The original must be returned to the student and a copy must be filed in the student’s academic file.

3.  If the student and the Academy Manager reach a mutually agreed to resolution in step 2 above, then the plan must be implemented and the Academy Manager must follow up to ensure the resolution plan satisfactorily resolves the concern.

Upon the mutually satisfactory resolution of the student concern, the Academy Manager will meet briefly with the student to close the concern and record in Part B of the original Student Complaint Form a confirmation that the concern has been satisfactorily resolved. The student and the Academy Manager will sign the declaration at the bottom of Part B.

The original form will be given back to the student and a copy will be filed in the student’s academic file.

A second copy will be filed in the TCM Student Complaint Binder and kept for 3 years.

Review Process

  1. When a student concern has arisen that could not be resolved to the student’s satisfaction, through the formal procedure outlined above, the student may initiate an a second stage review of the issue. The student must complete and sign Part C (Request for a Review) of the original Student Complaint Form setting out the reasons why stage one of the formal procedure resolution was unsatisfactory. The student will again keep the original form and a copy will be submitted to the Academy Dean

Ian Marshall, Dean
International Academy of Traditional Chinese Medicine
380 Forest St. Ottawa ON K2B 8E6
tcm@intlacademy.com
Telephone: 613 820 4046 Fax: 613 820-4046

  1. The Academy Dean will speak with the student within three (3) working days to confirm the understanding of the complaint and the rational for the request for a review.
  1. The Dean will then present the matter to the Education Committee to investigate the student’s concern within three (3) additional working days.
  1. The Committee will consist of a minimum of 3 people which may include: staff members from the administration department, faculty members, as well as, the Dean. As the Academy Manager (also a member of the Education Committee) was involved in the prior stage, this position will not participate in this review, unless called upon to present the rationale for the original outcome. The position will not be involved in the final decision.
  1. The Committee will report to the student by completing and signing Part D of the Student Complaint form within ten (10) days of receipt of the original complaint by the Dean. The written report presented by the Academy Manager to the student will include a summary of the investigation findings and the committee’s complaint resolution decision including the reasons for arriving at that decision. This decision will be conclusive to the complaint and there is no appeal process.
  1. The student will be given the original signed copy of the student complaint form.  A copy of the student complaint form will be retained in the student’s academic file and a second copy will be placed in the TCM Student Complaint Binder, where it will remain for a minimum period of three (3) years.
  1. The Academy Manager will maintain this binder on site.

 

Student Complaint Form

This form is to be used by students to request the initiation of the Academy’s formal complaint procedure. A complaint must be made in writing and signed.

The full Complaint Policy is described in the Student Guide and is included as a supplement to the Student Agreement.

This form is also to be used by Academy staff to record the results of the formal complaint procedure and the review process (if applicable).

Section 1 – Request to Initiate the Formal Complaint Process

Instructions

  • Before submitting this form to the Academy Manager, be sure that every question has been answered.
  • You will be contacted if the Academy requires any additional information, so please make certain that your contact information is correct.

Deliver to:

Michael Milic, Academy Manager
International Academy of Traditional Chinese Medicine
380 Forest St. Ottawa ON K2B 8E6
Paul@intlacademy.com
Telephone 613 820 4046 Fax: 613 820-7478

Once Part A has been completed, please make sure that you sign the declaration in Part A and then submit the original and a copy of this form to the Principal, who will co-sign both copies, return the original to you, and provide the copy for your academic file held by Administration.

Part A (to be completed by the student):

i) Personal Information:

Student name
Last name                                                               First name

 

Street address (number and street name)                                                               Unit/Suite
City/Town                                          Province                               Country                                 Postal code
Home telephone number          Work telephone number                       FAX number                                   Cell phone number
E-mail address

ii)        Nature of Complaint:

What is your complaint with the Academy? (If you need more space, either here or below, attach a separate sheet.)

 

What do you want the Academy to do to resolve your complaint? (If you need more space, either here or below, attach a separate sheet.)

 

 

Have you tried to resolve your concern informally and directly with the person(s) involved? Please explain.

 

 

 

 

Do you have any documentation in support of your complaint that you want to submit to the Academy?   If so, please itemize them below and attach them to this form

 

 

By signing this form, I, _________________________________________________________,

declare the information provided by me in Part A to be accurate.

 

 

____________________________

Student Signature

__________________________________

Date (dd/mm/yyyy)

 

By signing this form, I certify that I have received a copy of this form on behalf of the International Academy of Traditional Chinese Medicine

 

__________________________________ ____________________________

Academy Manager, Signature                               Printed Name

__________________________________

Date (dd/mm/yyyy)

 

Part B (to be completed by the Principal):

 i) Formal Procedure Resolution and follow up:

Record here any decision that resulted from the formal process meeting between the student and the college staff member, the reason for that decision, and a description of the complaint resolution plan that will be implemented and monitored. 

 

 

 

 

 

 

 

 

 

 

 

We, (student name) __________________and (Academy Manager name) ___________________ declare that we have agreed to implement and monitor the resolution plan described above.

 

 

__________________________                                           ____________________

Student Signature                                                                     Date

 

 

__________________________                                           ____________________

Academy Manager Signature                                                       Date

 

ii)   Closure of Student’s Complaint and the Mutually Satisfactory Outcome:

This part to be signed by both the student and the Principal, when a

mutually satisfactory resolution has been achieved & completed.

 

We, (student name) __________________and (Academy Manager name) _____________

declare that the resolution described in (i) above has worked to our mutual satisfaction and agree to close this complaint,

 

 

__________________________                                           ____________________

Student Signature                                                                     Date

 

 

__________________________                                           ____________________

Academy Manager Signature                                                                   Date

 

Section 2:

Request to Review the Formal Procedure Resolution Outlined in Part B above.

Part C: To be completed by the student when requesting a review by the Education Committee

Deliver to:

Ian Marshall, Dean
International Academy of Traditional Chinese Medicine
380 Forest St. Ottawa ON K2B 8E6
tcm@intlacademy.com
Telephone: 613 820 4046 Fax: 613 820-4046

 

Describe the reasons why the complaint resolution plan resulting from the formal procedure from Part B above was unsatisfactory.

 

 

 

 

 

 

 

 

 

 

____________________________                                        _______________________

 

Student’ Signature                                                                    Date

Part D: (to be completed by the Dean upon completion of the review by the Education Committee

Describe the findings from the investigation by the Education Committee: 

 

 

 

 

 

 

 

 

 

 

Outline the Education Committee’s resolution decision and the reasons for that decision:

 

 

__________________________                                            _______________________

 

Dean’s Signature                                                                      Date