COMPLAINTS AND GRIEVANCES
The aim of this grievance procedure is to settle grievances or complaints fairly, simply, and quickly. Every effort will be made to resolve the issue at the earliest possible stage, and at each stage efforts will be made in order to avoid proceeding to the next stage and to settle the issue amicably.
If a student has a grievance or complaint, they may:
Speak to an employee directly about their complaint, or
Fill out the online complaints and grievances form:
If a student speaks to an employee directly about a complaint or grievance, the employee will:
Directly relay the complaint or grievance to pastoral care staff.
If the complaint or grievance is about pastoral care staff, the employee will relay the information to the Director.
If the complaint or grievance is about the Director, the employee will relay the information to the Board of Directors.
If a student completes the online form, pastoral care staff will review the complaint.
The staff member in charge of reviewing the complaint or grievance, whether it is pastoral care staff; or if the complaint or grievance is about pastoral care staff, the Director is in charge of reviewing the information; or if the complaint or grievance is about the Director, the Board of Directors is in charge of reviewing the information; will:
Review the complaint or grievance,
Develop either a response or a plan of action in response to the complaint or grievance in coordination with the employee’s immediate superior, or if the employee’s immediate superior is not the Director, with the Director, and
Within one week, email the student who submitted the complaint or grievance with a summary or their complaint or grievance, SJRC’s response, and the steps that SJRC will take to mitigate or solve a related problem if necessary.
The Director will:
Implement procedures and/or interventions to mitigate or solve a related problem if necessary and as specified in the official response provided to the student.
If a student has a complaint against the course provider, the student can use the formal grievance procedure. In the case the grievance/complaint remains unresolved, as a BAC accredited provider students can submit a complaint through BAC complaints procedure. You must provide relevant evidence that every step has been taken to resolve the matter with the course provider before submitting a complaint through BAC. More information on the relevant steps and contact details can be found on the BAC website: https://www.the-bac.org/bac-complaints-procedure/