Student Complaint Process

The Private Career Training Institutions Agency (PCTIA) has implemented a formal complaint process whereby it accepts student complaints using the "Student Complaint Against an Institution" Form.

Background

Effective June 1, 2009, the Private Career Training Institutions Act authorized the PCTIA Board to refund a portion of the tuition fees a student has paid to a registered institution where, in the opinion of the Board, a student has been misled regarding the institution or any aspect of its operations.

All complaints will be reviewed provided that they have been submitted according to the guidelines and instructions below.

The Complaint Process

The complaint may be filed only after the student has exhausted all other methods of resolution including the institution’s Dispute Resolution Process. Every institution registered or accredited by PCTIA must have a readily accessible process for resolving complaints raised by a student.

The Agency does not to accept complaints that are already before the Courts or that have been filed in another forum such as the Better Business Bureau or the Human Rights Commission.

The complaint must be filed using the Student Complaint Against an Institution form. The form must be filled out in clear, legible writing and must be signed and dated. All items on the Student Complaint Checklist must be attached.

Please note that for the Agency to review a complaint, the student must demonstrate that he or she has been misled.  This means that you must prove that the the institution has made a representation including but not limited to oral, written, visual, descriptive or other (including non-disclosure) that is materially different from the services or instruction provided by the institution.

In addition to describing the issue, you will need to provide clear evidence that supports your allegation that you were misled and that the institution is in significant violation of a section of the Private Career Training Institutions Act, the Regulation, the Bylaws, the institution’s policies, or the enrollment contract.

The complaint is first reviewed for completeness. If the complaint form is not complete or if there are attachments missing, you will be asked to provide these. Once the complaint is complete, a copy will be sent to the institution for  its response. The complainant will then have an opportunity to reply in writing to the institution's response. PCTIA will consider all written submissions and conduct whatever additional enquiries it feels necessary as a part of its investigation.

Once the investigation is completed, a written  Student Complaint Review will be prepared. If the complaint or any part of the complaint is upheld by the PCTIA Board, the Board will then consider whether a refund of a portion of the tuition fees is appropriate. The complainant and the institution involved will be notified in writing of the PCTIA Board’s decision.

As is required under the Act, all requests for tuition refunds are referred to the PCTIA Board. The Board makes all decisions regarding tuition refunds. They may decide to refund all, a portion, or none of a student’s tuition. In the event that a tuition refund is awarded, you will receive a cheque from the Agency for the amount awarded to you.

Forms required: Student Complaint Against an Institution form (click to download)

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