Draft for review. This policy is provided in draft form while Ucademy’s licensure in Alberta is pending, and will be finalized and confirmed against current provincial requirements before enrolment opens.
Purpose and Scope
Ucademy is committed to providing a fair, transparent, and accessible process for resolving student concerns. This policy applies to all current and former students of Ucademy and covers complaints about academic decisions, administrative matters, the conduct of staff or instructors, program delivery, and any other matter directly affecting a student’s enrolment or learning experience.
This policy does not apply to grade disputes that are addressed under a separate academic appeals process, or to matters that are subject to active legal proceedings.
Informal Resolution
Students are encouraged to attempt to resolve concerns informally before filing a formal complaint. The student should first raise the concern directly with the instructor, advisor, or staff member involved. If the matter is not resolved to the student’s satisfaction within 5 business days, the student may escalate to the relevant program coordinator or department head.
Ucademy staff will make reasonable efforts to respond to informal concerns promptly and in good faith.
Filing a Formal Written Complaint
If informal resolution is unsuccessful, the student may submit a formal written complaint to the Registrar. Formal complaints must be submitted in writing by email to info@ucademy.ca or by postal mail to Ucademy’s registered address.
3.1 What a Formal Complaint Must Include
A formal complaint must contain the following information:
- The student’s full name, student ID number, and contact information
- The program in which the student is or was enrolled
- A clear description of the issue or concern, including relevant dates and events
- The names of any Ucademy staff, instructors, or other individuals involved
- A description of any informal resolution steps already taken and the outcome
- The specific outcome or remedy the student is seeking
- Copies of any supporting documents or evidence
Timelines for Acknowledgement and Response
Ucademy will acknowledge receipt of a formal complaint within 1 business day of receiving it. A full written response, including a decision or a description of next steps, will be provided within 10 business days of acknowledging the complaint. If more time is needed, Ucademy will notify the student in writing with an estimated resolution date.
Internal Appeal
If the student is not satisfied with the outcome of the formal complaint process, the student may request an internal appeal in writing within 15 days of receiving the written decision. Appeals must state the grounds for the appeal and include any new information not previously available. Appeals will be reviewed by a senior administrator or designated appeals panel who was not involved in the original decision. A written decision on the appeal will be provided within 10 business days.
External Escalation
If a student remains unsatisfied after exhausting Ucademy’s internal process, the student may have the right to escalate the matter to the provincial oversight body responsible for private vocational training in Alberta: the Private Career Colleges and Compliance Branch, Alberta Advanced Education (alberta.ca/private-career-colleges), within 6 months of the student’s last date of attendance in the program.
Ucademy will cooperate fully with any investigation conducted by a provincial authority.
No Retaliation
Ucademy strictly prohibits retaliation against any student who submits a complaint or participates in a complaint process in good faith. Any staff member or instructor found to have retaliated against a student will be subject to disciplinary action. A student who believes they have experienced retaliation may report it to the Registrar or directly to the applicable provincial authority.
Record-Keeping
Ucademy will maintain confidential records of all formal complaints and their outcomes for a minimum of 7 years. Records will be kept securely and accessed only by those with a legitimate need to do so. Complaint records may be used to identify systemic issues and improve institutional practices.
Confidentiality
Complaints will be handled with appropriate confidentiality. Information will only be shared with individuals who need it to investigate or resolve the complaint. Students should be aware that complete anonymity cannot be guaranteed where disclosure is necessary to conduct a fair investigation.
Contact
To submit a formal complaint or ask questions about this policy, contact the Registrar at info@ucademy.ca.