If you have a complaint about the professionalism or competence of a Capilano University employee, including instructors, we can often assist in reaching an informal resolution to your concerns by bringing together the appropriate people at the university. This isn’t always an appropriate path forward, though, especially in cases where the complaint is serious. The CSU can help navigate these discussions.
If you have a complaint that cannot be resolved informally, or your concerns are not appropriate for informal resolution, you have the right to file a complaint. We can help you navigate which policies and procedures might apply, and we can help you identify the person to whom your complaint should be made. We are also happy to assist with the preparation and review of your complaint letter.
It is important to know that in many cases, a complaint may not result in any academic or financial outcome for you — however, complaints are important records that can influence future changes to policies, procedures, and student services. If the university agrees with your complaint, there are times when they will not be able to tell you the specific actions that they have taken against someone in response to your complaint.
The university also has a protected disclosure policy, which is way of making a good faith complaint about suspected wrongdoing at the university with protection from reprisal. This mechanism is rarely accessed, and is unlikely to lead to resolution or outcomes — however, it is a way of raising concerns with a lower risk of retribution.