Complaint Submission & Dispute Resolution Policy

The College is dedicated to providing a safe, comfortable, equal, and responsive learning environment for all. This policy outlines the process for resolving complaints and disputes from students regarding any aspect of the College’s operations.

Informal Discussion:

• Students are encouraged to first approach the Instructor or individual involved to discuss concerns verbally.
• If the concerns cannot be resolved verbally, the student should submit the complaint in writing to the President of MNM Maple College.
Complaint Submission:
• All complaints must be submitted in writing, and anonymous complaints will not be considered.
• Lodging a complaint will not have any adverse academic consequences for the complainant.
• Student complaint policies and procedures apply to both individual and group complaints.
• Complaints must be initiated within 30 calendar days of the event(s) leading to the complaint.

Complaint Review:

• After receiving a complaint, the Student Complaint Officer will acknowledge receipt within one (1) business day.
• The Student Complaint Officer will work to resolve the problem, potentially involving additional staff members depending on severity.
• The student will be notified of a resolution within ten (10) business days or a meeting will be arranged.

Appeal Process:

• If the student is unsatisfied with the decision, they may appeal to the management committee of MNM Maple College for review.
• The committee will consist of at least three (3) members, including a Senior Academic Administrator, an Academic Lead or Faculty Member, and a Student Representative.
• Results of the appeal will be communicated to the student in writing within fourteen (14) business days.

Complaints and Resolution Policy on Sexual Violence, Sexual Harassment, Bullying, and other concerns
MNM Maple College is committed to maintaining a safe and respectful environment for all members of the community. This policy addresses complaints related to Sexual Violence, Sexual Harassment, Bullying, and other concerns. The Board of Directors reserves the right to amend this policy as needed. These procedures should be read in conjunction with the MNM Maple College Sexual Violence, Sexual Harassment, and Bullying Policy.

Procedures
These Procedures aim to address concerns and formal complaints regarding Sexual Violence, Sexual Harassment, and Bullying. The Campus Director (The President) holds the authority to extend any time limits outlined in these procedures when deemed necessary and in good faith, without substantial prejudice to either party.

Procedure for Informal Consultations Regarding Complaints
a. Consulting with the Campus Director
Individuals who believe they have experienced Sexual Violence, Harassment, or Bullying should meet with the Campus Director. Anonymous consultations are accepted, but anonymity may limit the Campus Director’s ability to address the concern effectively. The Campus Director will provide information on the College’s policy, related procedures, and available external resources. All consultations are confidential, except when the health or safety of the College community is at risk. Confidentiality may not apply where disclosure is mandated by law.

b. Informal Resolutions without Filing a Formal Complaint
Individuals may choose to resolve a matter informally with the assistance of the Campus Director. This option does not preclude filing a formal complaint. The informal process is confidential, and no identifying records will be kept for statistical purposes.

The President may suggest the following options:

Option 1: Addressing the concern directly with the individual involved.
Option 2: Writing a letter to the subject of the concern.
Option 3: Facilitating a conversation with the involved parties, with or without a third-party mediator.
Option 4: Recommending Sexual Violence and Harassment awareness training, if appropriate.

Procedure for Lodging a Formal Complaint
a. Time Frame for Submitting a Complaint
Complainants may file a formal complaint within twelve (12) calendar months of the incident. Events outside this period may be referenced if relevant and part of a pattern of harassment. Mediation may be suggested to the complainant.

b. Complaint-Related Correspondence
All correspondence regarding complaints shall be confidential and sent through secure means. The Campus Director will retain copies of such correspondence.

c. Contacting the Respondent
The respondent will be provided with necessary documents and information within three (3) days of receiving the complaint. If the respondent is not immediately identifiable, efforts will be made to locate them.

d. Respondent’s Right to Respond
The respondent may provide a written response within the specified time frames, and a copy will be provided to the complainant.

e. Respondent’s Participation
The respondent has the option to participate in the resolution process. However, the process may proceed even in their absence.

f. Interim Accommodation
The Campus Director may implement interim measures to ensure the safety and well-being of both parties. Non-compliance may lead to disciplinary action.

Procedure for Mediation
Mediation is an assisted negotiation process facilitated by a neutral third party (mediator). It is designed to address complaints of Sexual Violence and Harassment. Mediation is not suitable for cases involving physical violence, threats, or serious abuse. Both parties must consent to mediation. The mediator will be chosen with care to ensure impartiality and competency.

Review of Investigative Report
Upon receiving the Investigator’s report, the Campus Director will review it for completeness and accuracy. If any discrepancies or omissions are identified, the Campus Director will request clarification from the Investigator.

Release of Investigative Report to Complainant and Respondent
The Campus Director will provide the complainant and respondent with a copy of the Investigator’s report, along with an opportunity to respond to the evidence presented. This response shall be submitted within ten (10) working days from the date of receipt.

Decision by the Campus Director
Based on the Investigator’s report, any responses received from the complainant and respondent, and the Campus Director’s review, a decision will be made regarding the complaint. The decision will be communicated in writing to both parties.

Possible Outcomes
The Campus Director may determine that:

i. The complaint is unsubstantiated, and no further action is taken.
ii. The complaint is substantiated, and appropriate remedial action will be taken, which may include disciplinary measures in accordance with the relevant discipline codes.
iii. The complaint is partially substantiated, and appropriate remedial action will be taken as necessary.
iv. The complaint involves criminal behavior, in which case the matter will be referred to law enforcement authorities. 

Notification of Decision
Both the complainant and respondent will receive written notification of the decision, including any recommended actions and sanctions (if applicable). The notification will be sent through Express Post with signature, hand-delivery, or by another secure means.

Appeals
Both parties have the right to appeal the decision. Appeals must be submitted in writing to the Chair of the East-West College Board of Directors within ten (10) working days of receiving the decision.

Records Retention
All records related to the complaint, including the Investigator’s report and any responses, will be kept confidential and stored securely for twelve (12) months. After this period, if no further complaints against the same respondent are received, the records will be destroyed.

Non-Retaliation
Both the complainant and respondent are protected against retaliation for their participation in the complaint resolution process. Any instances of retaliation should be reported to the Campus Director.

Ongoing Monitoring and Reporting
The Campus Director will monitor the implementation of any recommended actions and sanctions. The Board of Directors will be provided with an annual summary report on complaints and resolutions while ensuring confidentiality is maintained.

The Investigator’s Responsibilities:

i. The Investigator shall conduct a thorough and impartial investigation into the allegations of Sexual Violence and Harassment as outlined in the MNM Maple College Procedures. This includes gathering evidence, interviewing relevant parties, and reviewing any pertinent documents.
ii. The Investigator must maintain confidentiality throughout the investigation process, ensuring that sensitive information is not disclosed to unauthorized individuals.
iii. The Investigator is responsible for documenting all aspects of the investigation, including statements obtained, evidence collected, and any findings or conclusions reached.
iv. If, during the course of the investigation, the Investigator becomes aware of any information that may impact the fairness or impartiality of the investigation, they must promptly inform the Campus Director.

Completion of the Investigative Report:

i. The Investigator is expected to submit a comprehensive investigative report to the Campus Director within forty-five (45) working days of initiating the investigation.
ii. If the investigation is temporarily suspended for mediation purposes, the timeline for completion of the report will also be suspended.
iii. The report should include a summary of relevant facts, findings, and recommendations based on the investigation.
iv. The Investigator should ensure that the report is clear, concise, and free from bias.

Conflict of Interest:

i. Investigators must disclose any potential conflicts of interest that could compromise their ability to conduct an impartial investigation. In such cases, an alternative Investigator may be appointed.
ii. Investigators should not have any prior involvement with the complainant, respondent, or the circumstances surrounding the complaint. 

Investigator Training and Qualifications:

i. Investigators should receive appropriate training on conducting investigations, especially in cases of Sexual Violence and Harassment.
ii. The Campus Director may provide additional guidance and resources to assist the Investigator in fulfilling their role.
iii. Ongoing professional development may be required to ensure Investigator competence and knowledge of best practices. 

Reporting and Documentation:
a. The Campus Director shall maintain accurate records of all Sexual Violence and Harassment complaints, investigations, and resolutions, in compliance with privacy and confidentiality requirements.
b. The Campus Director shall provide periodic reports to the Board of Directors to ensure transparency and accountability in the handling of complaints.
c. All records related to a complaint, including the Investigator’s report, shall be retained for a specified period as outlined in the Procedures.
d. Upon conclusion of the investigation, the Investigator shall return all documents and materials related to the complaint to the Campus Director, who will securely store or dispose of them as appropriate.
e. Records shall be kept confidential and released only in accordance with legal requirements or as necessary for the resolution process.
f. The Campus Director shall ensure that records are securely maintained and are accessible only to authorized personnel.

This detailed set of Procedures provides a comprehensive framework for addressing Sexual Violence and Harassment complaints within MNM Maple College. It emphasizes fairness, transparency, and compliance with legal and regulatory standards. The involvement of trained Mediators and Investigators, along with clear timelines, ensures that complaints are handled efficiently and effectively, providing a safe and supportive environment for all members of the MNM Maple College community.

Consequences

Lodging a complaint will not adversely affect the complainant’s status in their program. The only exception is if it is proven that false claims were made with malicious intent or for personal gain. Resolutions will vary based on the nature of the complaint or dispute and the decisions of the authorities involved.