Complaints & appeals
If something goes wrong, here is who to talk to, in order, and how long each step takes.
Staff handle complaints during business hours, Monday to Friday, 9 am to 5 pm, and reply to messages within two business days. You are protected from reprisal, or the threat of it, for raising a concern.
Raising a concern
- Start with the right person. About another student, course material or your instructor: your instructor. About practicum or careers: the Help Desk, helpdesk@robincollege.ca. About student loans or money: Financial Aid, finance@robincollege.ca.
- The Admissions Manager. If the first step does not resolve it, contact admissions@robincollege.ca.
- The Assistant Academics and Operations Director. If you are still not satisfied, ask for a meeting.
- The Academics and Operations Director. If it is still not resolved, put a request to meet in writing.
- The Government of Alberta. If the college has not resolved it, you can complain to the Private Career Colleges and Compliance Branch within six months of your last day of school. How to complain to Alberta.
Appealing a grade
You can appeal a final course grade below 65%, or the grade on an evaluation worth 45% or more of a course.
- Your instructor. Within five working days of receiving the grade, give your instructor a written statement on the Student Complaint and Dispute Resolution form, saying what the issue is and what outcome you want. The instructor replies in writing within five working days.
- The Academic Advisor. If you are not satisfied, or get no reply in time, appeal in writing on the same form within five working days. The Academic Advisor, with the Program Leader, can leave the grade as it is, order a re-evaluation, or change it to Incomplete so you can complete additional work. That decision is final within the college.
While an appeal is under way you can normally keep attending classes and placements, unless there is a safety or conduct concern.
Your rights under Alberta law Alberta’s Student Enrolment Contract and the Private Vocational Training Act give you rights the college cannot remove, including a four business day cooling-off period after you sign, refunds under Alberta’s rules, and the right to complain to the government. Finishing the college’s own process does not end that right.