Problem Resolution Procedure

The following terms created by ATPAL meet the standards of Languages Canada.

The potential for conflict exists because people have different needs, views and values. The challenge for international schools is even bigger, due to the diversity of their students’ cultures.

The Problem Resolution Procedure is provided to guarantee a timely and efficient processing of any complain, taking the necessary and realistic steps to provide all students with the opportunity to manage conflict constructively, to give all parties involved the opportunity to grow from the experience.

All disputes must be resolved confidentially with the objective to reach mutually acceptable solutions. The following terms meet the standards of Languages Canada.

Process

1.    When a problem or complaint arises, the students will be encouraged to discuss the situation with the person/staff member directly involved. ie. For Academic complaints, students must be encouraged to address it with their teacher and/or Head of Studies first.

2.    If no positive outcome, the student will be invited to submit a written complaint to the Student Services Manager. For Accommodation Program’s complaints, Homestay coordinator will perform the Dispute Resolution Process.

3.    The Student Services Manager will arrange to meet with the student and the parties involved (if applicable) within 48 hours of receiving the student’s complaint. NOTE: If the student level is insufficient to meet with the Student Services Manager, and the Student Services Manager is not proficient in the student’s mother tong, the Market Representative for the specific country must be invited to the meeting to help with translation and avoid misunderstandings. If the Marketing Representative is absent, a staff member proficient in the student’s language will be invited.

4.    A meeting should be held in a comfortable and private space and sufficient uninterrupted time will be provided.

5.    Student Services Manager will explain and hand a copy to the student of the Dispute Resolution Process.

6.    Student Services Manager will listen to what happened – all parties involved will be enable to tell their side of the situation.

7.    Student Services Manager will ensure that solutions that fit all parties involved are sought, taking into consideration ATPAL’s guidelines and policies. Written report must be produce in ATPAL’s management system for the student’s file.

8.    If problem/complain is not resolved, Student Services Manager will send an email report to the student’s Marketing Representative and conduct the necessary steps to provide a written response (cc’d the Marketing Representative) indicating the facts and the proposed motions to resolve the conflict/complain within 24 hours after the meeting. The student must be reassured that he/she will not be subject of any reprisal.

9.    Marketing Representative should report to the ATPAL’s representative at this stage if considers it necessary for adults and at all time for minor students.

10. If, after having exhausted this procedure, the student is not satisfied with the proposed solutions for the complaint, the student may file a claim with the Board Directors of Languages Canada.

11. The Student Services Manager must record all resolution plans, decisions and resolutions in ATPAL’s management system and notify the Marketing Representative by email.

12. The Student Services Manager must follow up with the complaint until the matter is resolved.

Student Services Manager Responsibilities

·       Use of a non-judgmental tone of voice and impartial body language.

·       Conduct questions that will lead the discussion forward.

·       Keep an active listening and acknowledge emotions.

·       Positive reframing of information to obtain all merits of the complaint.

Further investigation

If the problem has not been resolved after having exhausted this procedure, the Director and President should be notified to further investigate the situation and follow-up.

Student’s feedback

At ATPAL we are committed to provide the best language learning experience to all our students. Quality assurance is one of our top priorities.

Teacher and class surveys will be applied to each student every time a level or class change occurs - Change of level student survey.

Full program survey will be applied upon completion of the student’s program.

Student Services Manager will gather and analyze surveys in a monthly basis. Important and recurrent suggestions/complaints must be outlined to be discussed in monthly department meetings.

If a complaint/ feedback is received by email, Student Services Manager will follow this procedure:

a) Acknowledge complain to the student within 2 working days.
b) Investigate with departments involved to respond as soon as possible. Responding time should be targeted to 10 business days.
c) If not possible to response within this time frame, Student Services Manager will send an email to the student explaining the reason and give a date by which is expected to have a response.
d) Student Services Manager will follow-up until the student is satisfied with the response.
e) Complaints received by email must be recorded in electronic complaint book.