Dispute Resolution Policy

This policy governs complaints from students regarding Create Career College and any aspect of its operations. It has been established in accordance with Section 62 of the Private Training Regulation under the Private Training Act.

1. Filing a Complaint

Student complaints must be made in writing and submitted in a timely manner.
Students may be represented by an agent or a lawyer at any stage of the complaint process.
No fees will be charged in relation to the submission or handling of a student complaint.

2. Non-Retaliation Policy

Students who file a complaint or are otherwise involved in the complaint process will be protected from any form of retaliation by the institution.

3. Complaint Handling Process

The process for handling student complaints is as follows:

Step 1: Informal Resolution

The student should first attempt to resolve the issue directly with the individual(s) involved, in a professional and courteous manner.

Step 2: Formal Complaint Submission

If unresolved, the student must submit a written complaint to the:

Dispute Resolution Officer
Jun Liang
Email: [email protected]
Responsible for making the initial determination regarding the complaint.

Step 3: Reconsideration Request

If the student is not satisfied with the outcome or if the issue is not resolved within seven (7) days, a written request for reconsideration may be submitted to the:

Director, Create Career College
Sophie Miao
Email: [email protected]
Responsible for the reconsideration of the determination.

Alternate Contact (if Director is unavailable or named in the complaint):
Kimo Zhu
Email: [email protected]
Responsible for making the determination or reconsideration as applicable.

4. Timelines and Resolution

A student complaint must be fully resolved within 30 calendar days of the date it is submitted in writing.
A written decision will be provided to the student within this 30-day period, including:
- The reasons for the determination,
- The outcome of any reconsideration, if applicable,
- Notification of the student’s right to make a claim under Section 23(1)(b) of the Private Training Act,
- The deadline for filing such a claim.

5. External Complaint Option

If the complaint is not resolved to the student’s satisfaction and the student believes the institution has misled them regarding a significant aspect of their program, the student may file a complaint with the Private Training Institutions Branch (PTIB):

Private Training Institutions Branch (PTIB)
203 – 1155 West Pender Street
Vancouver, BC V6E 2P4
Phone: 1-800-661-7441
Website: www.privatetraininginstitutions.gov.bc.ca

Dispute Resolution Policy