Dispute Resolution Policy

Last updated: July 26, 2019


The Northwest Skills Institute provides an opportunity for staff and students to resolve disputes of a serious nature in a fair, reasonable and equitable manner. The goal of this dispute resolution policy is to promote open communication and to foster a safe environment for addressing differences of opinions.

  1. This policy governs complaints from students respecting Northwest Skills Institute and any aspect of its operations. Student will not be subject to any form of retaliation as a result of filing a complaint.
  2. All formal student complaints must be made in writing.
  3. The student must provide the written complaint to the program manager who is responsible for making determinations in respect of complaints. If the program manager is absent or is named in a complaint, the student must provide the complaint to the executive director.
  4. The process by which the student complaint will be handled is as follows:
    • Mediated Discussion: If unsatisfied with the outcome of the informal discussion, the involved parties should seek to resolve the matter through respectful discussion with a mediator, such as the program manager or another appropriate impartial staff member. For example, in the event that the discussion relates to an exam-related issue, the program manager may choose to include another certified examiner or instructor with the appropriate qualifications in the mediated discussion.
    • Written Submission: If unsatisfied with the outcome of the mediated informal discussion, the complainant should submit a written complain to the program manager. Should this person be absent or be named in the complaint, the written complaint should be submitted to the executive director.
    • Review & Investigation: The executive director will arrange to meet with the involved parties to discuss the concern as soon as possible and within 5 business days of receiving the written complaint.
    • Written Decision: The executive director will conduct the necessary enquiries and/or investigations and provide a decision, with an explanation, in writing to all parties involved in the dispute within one week of the end of the investigation. Written reasons for the determination will be provided to the student within 45 days after the date on which the complaint was made.
  5. The student making the complaint may be represented by an agent or a lawyer.
  6. If the student is or was enrolled in an approved program, is dissatisfied with the determination, and has been misled by the institution regarding any significant aspect of that program, he or she may file a complaint with the Private Training Institutions Branch (www.privatetraininginstitutions.gov.bc.ca).

If you have any questions or suggestions regarding our Dispute Resolution Policy, please contact us.

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