Policies

Consistent with its commitment to students first, the Center for Continuing Health Education has adopted this policy to assist both students and staff in the resolution of student concerns and complaints constructively, quickly, and fairly. Usually, the concern can be resolved satisfactorily through honest and open communication with the faculty or staff member. Discussing with the instructor or staff member should be the first step in resolving the concern. However, where informal discussions have not yielded a satisfactory resolution, or where the matter is more serious, the following policy provides for a more formal process to be pursued. Complaints made under this policy will be monitored and reviewed to enable the Center for Continuing Health Education to continually improve processes and services in support of student learning.

Definitions

In this policy: Complaint is an allegation by a student that there has been, in an individual case, an arbitrary or discriminatory application of, or failure to act pursuant to, the policies of the Center of Continuing Health Education in relation to students. The complaint should be a written statement submitted by a student about a matter that requires formal consideration and resolution by the Center of Continuing Health Education in the terms set out in this policy.

Confidentiality

All student related information will be considered confidential and protected under FERPA (Family Educational Rights & Privacy Act).

Report to the Student Complaint Log

All employees who receive a complaint must submit a report to the Student Complaint Log, including an overview of the student complaint and decisions made regarding the complaint.

Rights and Responsibilities of Parties to a Student Complaint

  • be treated with courtesy at all times
  • a fair and timely investigation process
  • express their points of view without fear of recrimination
  • receive full information at all stages of the complaint process
  • be advised in writing of all decisions made in relation to the complaint

Parties to a student complaint have a responsibility to

  • treat all parties with courtesy at all times
  • respect the points of view of others
  • respect the rights of all parties to the complaint with respect to confidentiality
  • in the case of the complainant, ensure that the complaint is made in good faith
  • provide full and accurate information to the person investigating the complaint
  • not take any action that may prejudice the situation or be regarded as an act of recrimination against any other party.

 

Program Fees, Refunds and Cancellation Policy

Students who register for a training course occasionally change their mind for one reason or another. Regardless of the reason, we believe there should be a definite program fee, refund and cancellation policy for students who decide not to take the course. Refunds for online courses are only given under the following circumstances:

  • The student/user did not access any portion of the online course AND the student/user requests a refund, in writing via email within three business days from the date of the registration (email notification sent). There will be no refunds for any online courses once a course has been accessed in any manner.
  • A full refund will be issued within 30 business day of email notification receipt.