Complaints processing procedure

Procedure for filing a complaint

Three steps to file a complaint

1- To the person directly concerned or his superior

2- To the person responsible for handling complaints

3- To the Regional Student Ombudsman

Step 1

To file a complaint, the student must first approach the person directly concerned or that person’s superior.

The complaint may be verbal, but it is better if it is made in writing. This creates a paper trail and makes it easier to determine how long processing will take.

The person who receives the complaint has 10 working days to reply.

Step 2

If you are still not satisfied with how the complaint is being handled, or if the 10-day deadline has expired, you must contact the person responsible for processing complaints.

This step may be done:

• Orally to the Complaints Officer at 1231 Ste-Catherine West Suite 501
• By email at nora.nesnas@collegecanada.com
• By filling the form

The complaint is processed within 15 working days.

Step 3

If you are still not satisfied with how the complaint is being handled, or if the 15-day deadline has expired, you must contact the regional student ombudsman in your region.

• By completing the form
• By phone and text available: 1 833 420-5233
• By e-mail plaintes-pne@pne.gouv.qc.ca

Complaint concerning sexual violence

A complaint concerning an act of sexual violence may be done directly to the regional student ombudsman, omitting the first two steps of the process. These complaints are fast-tracked.

The regional student ombudsman forwards the complaint to the educational institution, unless he or she has reasonable grounds to believe that this would hamper the investigation, or the complainant objects to the transmission of the complaint