Plastics Technology & Engineering (PTE) Program

Plastics Technology & Engineering (PTE) Program

APPEALS & COMPLAINTS
POLICY & STUDENT PROCEDURE

Document Revision: 20170506
Policy Owner: Mandy Beaumont
PTE-APL-COMP-1001


Appeals and Complaints

Policy & Student Procedure
Date of Revision: 20170506
Policy Owner: Mandy Beaumont
PTE-‐APL-‐COMP-‐1001
Table of Contents

1. Introduction ......................................................................................................................................... 2
a. Policy Statement .............................................................................................................................. 2
b. Purpose ............................................................................................................................................ 2
c. Scope ............................................................................................................................................... 2
2. Student Appeal(s) Procedure ............................................................................................................... 2
3. Student Complaint(s) Policy & Procedure ........................................................................................... 2
4. AIM Complaints Processing Policy & Procedure .................................................................................. 3
5. Documentation .................................................................................................................................... 3
6. Responsibilities .................................................................................................................................... 3
7. Policy Governance ............................................................................................................................... 4
8. References ........................................................................................................................................... 4
9. Inquiries ............................................................................................................................................... 5
10. Review and Revision ........................................................................................................................ 5
11. Appendix A – Glossary of Terms ...................................................................................................... 5
12. Appendix B -‐ Acronyms .................................................................................................................... 5

PLASTICS TECHNOLOGY & ENGINEERING CERTIFICATE PROGRAM

Revision: 20170506 Policy & Procedure: Appeals & Complaints
Document: PTE-APL-COMP-1001 Page 1 of 5


1. Introduction
a. Policy Statement
The American Injection Molding (AIM) Institute is committed to providing a quality
educational experience for our students. The Appeals & Complaints Policy & Student
Procedure governs the process for students that wish to formally appeal program
requisite achievements, or to formally register a complaint related to the Plastics
Technology & Engineering (PTE) Certificate Program
b. Purpose
The objective of the Student Appeal & Complaint Policy and Student Procedure is to ensure
that the concerns and complaints of students are addressed fairly and are resolved
promptly.
c. Scope
The Scope of this policy and procedure is limited to appeals and complaints related to the
PTE certificate program that are not covered by other PTE Program policies and procedures,
or program syllabus.
Important complaint policies that are not governed by this document include: Incidents
related to sexual, racial, and other harassment, hate crimes, or bias-‐related behaviors. [If a
complaint of this nature is against a faculty or staff member, the report should be filed with
the AIM Executive Directors].
2. Student Appeal(s) Procedure

-‐ Refer to the program Syllabus

3. Student Complaints Policy & Procedure
Whenever possible, students are encouraged to seek an informal resolution of the matter
directly with the instructors or individual(s) involved. Often a complaint can be resolved in this
way. However, if an informal approach is neither successful nor advisable, the student should
use the following procedure:

A student complaint form, available on the student resource section of the AIM Institute’s
website, should be submitted to the AIM Institute Executive Directors. It should contain (at a
minimum):

• Date and time of the alleged conflict or action


• The reason(s) for the complaint
• A list of other persons who may provide information and any appropriate
documentation
• The resolution or outcome he or she is seeking.
The complaint must be submitted within two (2) weeks of the alleged conflict or action.
4. Complaints Processing Policy

Upon receipt of a completed form, a conference will take place with the student and either a
Training Coordinator, AIM Instructor, or Executive Director from the AIM Institute. Conferences
may be conducted either in person, or remotely by using telecommunication methods. AIM
staff will notify appropriate person(s) and request any information or documentation needed to
resolve the complaint. The staff member may attempt to resolve the complaint by encouraging
discussion between the student(s) and the instructor/administrator or by taking the appropriate
action to resolve complaint.
A review of the complaint with the Executive Director or others in the line of supervision may be
used when deemed appropriate and beneficial to the process. All relative documentation and
possible outcomes must be submitted by the student or other appropriate persons within two
(2) weeks of the date the complaint is filed.
When possible, the final resolution (or a finding of “unresolved”) will be filed in the student’s
permanent files within four (4) weeks of the date the complaint is filed. If there are
circumstances requiring an extension of this deadline, the staff member assigned to the
complaint will notify the parties involved.
The decision of the AIM Institute will be final.
5. Documentation
A record log of all complaints will be documented electronically in the AIM Complaint Log, and
records of each instance will be kept in student’s permanent files.
6. Responsibilities
Appeals (refer to program syllabus) Responsibility
• Scheduling appeal meeting
• Organizing internal review Executive Director
• Notifying Student of Outcome



Student Resource Section of Website Responsibility
• Uploading the most up to date Appeals &
Complaints Policy & Procedure
• Maintaining Complaints Form webpage Training Coordinator
• Uploading the most up to date Program
Syllabus
Complaints Processing & Resolution Responsibility
• Receiving complaint
Training Coordinator, Executive Directors
• Organizing conference with complainant
• Conference with complainant
• Information gathering
Training Coordinator, Executive Directors,
• Internal review (if needed)
AIM Instructors
• Determining the resolution
• Notifying the complainant of the resolution
Documentation Responsibility
• Initial Complaint Form Training Coordinator
• Meeting Notes
Training Coordinator, Executive Directors,
• Additional Information
AIM Instructors
• Resolution and date
Doc. Control Coordinator, Executive
• Maintaining Student Complaint Records
Directors
7. Policy Governance
Responsible Executive Directors
Accountable Executive Directors, Training Coordinator, AIM Instructors

Consulted Document Control Coordinator
Informed AIM Staff
8. References
• Program Syllabus
• AIM Complaints Log
• Confidentiality and Nondisclosure Policy & Procedure



9. Inquiries
All the inquiries regarding Appeals and Complaints Policy or Procedure are to be directed to an
Executive Director.
10. Review and Revision

This policy will be reviewed as it is deemed appropriate, but no less frequently than every 12
months. Policy review will be undertaken by AIM Executive Directors, Instructors and
Coordinators.
11. Appendix A – Glossary of Terms

• Program Syllabus – Refers to Plastics Technology & Engineering Certificate Program
Syllabus, which is available on the student resource section of the AIM Institute’s website.
• Student Complaint Form – Refers to an electronic form that is available on the student
resource section of the AIM Institute’s website. The form is completed and submitted from
the webpage.
12. Appendix B -‐ Acronyms

• AIM – American Injection Molding Institute
• PTE – Plastics Technology & Engineering Program



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