Student Complaint and Dispute Resolution Policy

1. Purpose

This policy governs complaints from students regarding any aspect of the operations of Akshar

Academy Corp. (“the Institution”). It ensures that students have access to a fair, transparent, and

compliant process as required under Ontario Regulation 415/06, Section 36.

2. Non-Retaliation

No student shall be subject to retaliation, discipline, or disadvantage for filing a complaint.

3. Complaint Submission

1. All complaints must be submitted in writing using the Institution’s Student Complaint Form available

from the administration office.

2. Complaints must be provided to the Director, Academic Development & Compliance.

3. If the Director is absent, complaints shall be provided to the Student Enrollment Manager.

4. Complaint Procedure

The complaint process proceeds as follows:

4.1 Initial Resolution Attempt: The student should first attempt to resolve the concern directly with the

individual most closely involved. If unresolved, the student must submit a written complaint to the

Director, Academic Development & Compliance.

4.2 Meetings and Oral Submissions: Upon receiving a complaint, the Director will meet with the student

as soon as possible. The student may make oral submissions during any meeting or stage of the

process. The student may be accompanied by a representative, including an agent or lawyer, at all

stages. The representative may also make oral submissions on behalf of the student.

4.3 Investigation and Documentation: The Director will conduct all necessary inquiries to determine

whether the complaint is substantiated in whole or in part. All meetings, oral submissions, and

communications will be recorded in writing as part of the complaint file.

4.4 Decision: Within a reasonable timeframe, the Director will provide a written decision:

a) If unsubstantiated: Written reasons will be provided, and the complaint will be denied.

b) If substantiated in whole or part: A proposed resolution will be offered.

The written decision will inform the student of their right to appeal within five (5) school days.

5. Appeal Process

1. Appeals must be submitted in writing to the Founder/Chief Academic Officer within five (5) school

days of the decision.

2. The Founder/Chief Academic Officer may meet with the student (and/or representative) to hear oral

submissions.

3. A final written decision will be provided within five (5) school days after the appeal or meeting date.

4. This decision concludes the Institution’s internal complaint process.

6. Recordkeeping and Student Access

1. A complete complaint record, including:

- The written complaint

- Oral and written submissions

- Investigation notes

- Final decisions

will be maintained at the campus where the complaint originated.

2. Records will be retained for a minimum of three (3) years from the date of the final decision.

3. Students will be provided with a full copy of the complaint record upon resolution.

7. Timelines

Written reasons for all final decisions will be provided to the student within thirty (30) days of the original

complaint.

8. External Complaint Option

If a student is or was enrolled in an approved program, remains dissatisfied with the Institution’s final

decision, and believes they were misled regarding a significant aspect of the program, they may file a

complaint with the Superintendent of Career Colleges, Ministry of Colleges, Universities, Research,

Excellence and Security.

9. Representation

At all stages of the complaint process, students have the right to be represented by a person of their

choosing, including legal counsel, who may make submissions on their behalf.

10. Policy Availability

This policy is available:

- On the Institution’s website

- In the Student Handbook

- At the Administration Office

11. Review

This policy will be reviewed annually to ensure ongoing compliance with legislative and regulatory

requirements.