Career college student complaints

Overview

Every career college is required to have a student complaint procedure. The career college must provide a copy of its complaint procedure when a student signs a contract.

If you do not have a copy of the complaint procedure, request one from the career college.

Complaint referrals

If you followed the complaint procedure and are not satisfied with the resolution, you can refer your complaint to the ministry’s Superintendent of Career Colleges. The superintendent will review how the career college handled your complaint.

Confidential tips

You can also send in a tip about a career college not complying with the law.

Learn more.

Prepare your complaint for referral

1. Before you refer your complaint to the superintendent make sure you:
   • followed the career college’s complaint procedure
   • received a decision from the career college about your complaint in writing

2. If your complaint is related to one of the issues below, you can refer it to the superintendent.

   Your career college may have:

   • used false or misleading statements to influence your decision to enrol in a program
   • failed to deliver the program as outlined in your contract — for example, there were discrepancies in program duration, content, or practicum
   • not issued a refund as required by the Ontario Career Colleges Act, 2005
   • not followed their policies — for example, dismissed your attempts to submit a complaint or did not enforce their sexual violence policy
   • employed instructors who did not meet the minimum qualifications
   • not issued your transcript
   • not met other requirements under the Ontario Career Colleges Act, 2005

3. Refer your complaint to the superintendent.

   Connect your complaint to a requirement or obligation that your career college did not meet. These are outlined in Career College Students Right and Responsibilities.

   If your complaint falls outside the scope of the Ontario Career Colleges Act, 2005, the superintendent may not have the authority to investigate it.

Submit your complaint referral

You can track your referral using the ministry’s online tool. This lets you register and monitor your referral’s progress. This online tool is called the Program Approval and Registration Information System, known as PARIS.

To submit your complaint referral:

Register for PARIS and create a student account in PARIS.

The complaint referral will take approximately 20–30 minutes to complete after you have registered.

After you create your account, you can return any time to:

• start a new complaint referral and save your progress
• return to a draft form to complete it
• check the status of your complaint referral

The student complaint referral form in PARIS provides detailed instructions on how to complete the application.

You will be asked to provide:

• basic information about your career college and program
• details about your complaint
• what you want the career college to do
• documents to support your submission

After you refer your complaint

You will receive a confirmation email that the ministry has received your complaint.

The superintendent’s delegate will carefully review and assess your submission to determine what actions to take.

The delegate will reach out to advise you on next steps.

Out of scope complaints

Your complaint may not fall within the superintendent’s jurisdiction.

For example:

• Discrimination or harassment: You may need to file a claim with the Human Rights Tribunal of Ontario.
• Non-vocational training issues: You may need to direct your complaint to Consumer Protection Ontario.

For further assistance, you can create a student account in PARIS to submit an Inquiry.

Complaint procedures requirements

Career colleges are required to have a student complaint procedure.

The procedure must:

• identify who handles complaints at the career college
• outline how complaints, submissions and decisions are recorded
• allow students to speak about their complaint or have someone speak on their behalf
• permit a witness to support students during the process
• set a timeframe for decisions
• include a review or appeal option

Complaints must be submitted in writing. The career college may provide their own form or template.

Decisions, along with reasons, must be communicated to students in writing.

Submit a confidential tip

To submit a tip about a career college not complying with the law, send an email to:

 pcc@ontario.ca

The information you submit may be shared with third parties to address the concern. Personal information will be protected.