Terms and Conditions
TERMS AND CONDITIONS
The Terms and Conditions below apply to The Language Gallery Canada in both Toronto and Vancouver. We have separate application forms, and separate terms and conditions for schools operated by our affiliates in the UK and Germany.
The conditions below set out the Terms and Conditions of the relationship between you (the student) and us (The Language Gallery Canada, or “TLG Canada“ / “TLGC“).
The minimum age for students at TLGC is 16 years old. For students who are under 18 in Toronto or 19 in Vancouver, parents or legal guardians are required to sign a Parental Consent Form. For more information, read our separate Guidelines & Policies section.
You must read, understand and agree to the Terms and Conditions below. It is a condition of enrolment in our courses that you accept and agree to these Terms and Conditions. YOU SHOULD ASK FOR HELP IN YOUR OWN LANGUAGE, IF YOU NEED IT. IF YOU DO NOT UNDERSTAND, ACCEPT OR AGREE TO ANY PART OF THESE TERMS AND CONDITIONS, YOU SHOULD NOT ENROL IN OUR COURSES.
1.1 Payments may be made by bank transfer, cheque, cash, or credit / debit card and must be received in full 14 days prior to the course start date. The registration fee must be paid immediately upon booking. A Letter of Acceptance or Confirmation of Application will only be sent after full payment has been received. Bank details are provided on the invoice. All fees are payable in Canadian dollars. Students cannot start the course until any outstanding fees are paid in full.
1.2 Accommodation payments must be made in full 14 days prior to the accommodation check-in date. No accommodation confirmation or family information will be provided until the full payment is completed. In such event, TLGC will not be responsible if the booked accommodation is no longer available.
1.3 Airport transfer payments must be made in full 14 days prior to the flight date. Flight details including arrival time, flight numbers and airline, must be provided 7 days prior to arrival in order for our team at TLGC to provide Airport transfer confirmation.
1.4 Payment must include all bank transfer charges (including intermediary bank charges). Payments made with credit or debit card have a 2% transaction fee.
1.5 For programs of 6 months of longer, students have the option to pay in two installments.
1.6 Fees subject to change: TLGC reserves the right to change the published fees.
1.7 Changes subject to approval: The student agrees that he/she cannot change, defer or withdraw from the program without the prior written consent from TLGC.
2. VISITOR VISA OR STUDY PERMIT (REFUSALS)
2.1 If your Visitor Visa or study permit application is refused or your entry to Canada is denied, we will refund your fees, with exception of instances outlined on our website in the Cancellation and Refund Policy.
2.2 If the Visa application is refused on grounds that a student submitted documents that were fraudulent – TLGC accepts no responsibility to refund.
2.3 In order to reduce the risk of your Visa application being rejected, TLGC strongly recommends you obtain local professional advice from qualified immigration consultants. You may wish to ensure that the immigration consultant you choose is registered as a Regulated International Student Immigration Advisor with the Immigration Consultants of Canada Regulatory Council (https://www.iccrc-crcic.ca/AboutUs.cfm). While TLGC provides occasional general updates as a courtesy service to students, it is the student’s sole responsibility to ensure that they are familiar with Canada’s International Student Program and the most recent requirements for Visitor Visas or Study Permits. Students must at all times abide by any conditions of their Visa. TLGC accepts no liability for incomplete or inaccurate Visitor Visa or Study Permit applications.
2.4 Documents to be supplied to IRCC – TLGC may be required by law to disclose students’ details, including academic progress and attendance rates, to relevant authorities. Hence, the student bears all responsibility for ensuring that documents supplied to TLGC to support a student’s travel documents are identical to the ones sent to the relevant Canadian authorities.
See http://www.cic.gc.ca/english/information/applications/student.asp for more information about your Study Permit application.
See http://www.cic.gc.ca/english/resources/tools/temp/visa/index.asp for more information about your visitor or temporary resident visa.
See https://www.canada.ca/en/immigration-refugees-citizenship/services/study-canada/educational-institutions/compliance-reporting.html for more information relating to TLGC’s obligation to report to Immigration, Refugees and Citizenship Canada (IRCC) on your continued enrolment and student status.
3.1 You may defer (delay) starting your course, and we will hold your admission to TLGC to the same or similar course for up to one year (52 weeks) from the original start date of the course. Students must understand that the course they selected one year may not be identical to the one offered the following year, or that the duration of the course may vary, due to price changes. The tuition fees paid for the initial course are a credit towards the following year’s course.
3.2 If you defer starting your course and then wish to withdraw entirely from the course, cancellation policy applies.
3.3 If you exceed 50 weeks of the deferral, you must cancel your course and re-apply.
4. ACCOMMODATION EXTENSION
4.1 Students who want to extend their stay must advise the accommodation department at least 14 days before their pre-scheduled move out date. Extensions are subject to availability.
4.2 Stays of 3 to 6 nights will be charged as one-week’s accommodation fee. For stays of 1 or 2 nights, a daily rate will apply. Please refer to the pricelist for more details.
4.3 Special dietary requirements will be accommodated upon availability. Special requests may be subject to an additional fee. Please refer to the pricelist for more details.
4.4 Residence accommodations are available for 18+ students in Toronto and 19+ students in Vancouver. Minors booking homestay accommodation will be charged a weekly underage fee for the length of their stay. Please refer to the pricelist for the more details.
Please enquire about custodianship options at firstname.lastname@example.org
5. AFTER ARRIVAL
5.1 It is a condition of your enrolment that you provide photo ID (a Passport or ID card) and a copy of your Visitor Visa or Study Permit. TLGC will take copies of all relevant documents. If you do not provide us copies of your documents on enrolment, we reserve the right to cancel your registration and will not give you a refund. You are also required to give us copies of any new passport/study permit documents you receive during your course. Your personal information will only be collected, used, disclosed and retained by TLGC for the purposes of your registration as a student in our classes, and in strict compliance with the Personal Information Protection and Electronic Documents Act (PIPEDA) and the Digital Privacy Act, applicable in Ontario. See https://www.priv.gc.ca/leg_c/leg_c_p_e.asp for more information.
5.2 If you have not booked accommodation through TLGC, you are required to notify us of your Canadian residential and/or postal address as soon as you know it. It is also your responsibility to update us with any changes to your contact information, including residence address, email address, telephone numbers, etc.
6. HOLIDAY AND VACATION
6.1 All TLGC campuses will be closed on Canadian Public Holidays.
6.2 The Language Gallery Canada does not make up for lessons missed on these dates. There is no refund for lessons missed due to a public holiday. All courses scheduled to start on a Public Holiday will begin on the following working day.
6.3 To comply with your obligation to actively pursue your program of study, permitted vacation time depends on the length of your course as detailed below.
6.4 You must request your vacation from The Language Gallery Canada at least 14 days before you take the vacation. If you do not request and receive our permission, IRCC may consider that you are not actively pursuing your studies. In such cases we will not refund your fees.
6.5 The holiday allowances must be taken in blocks of 5 days, Monday to Friday, and are as follows:
|Length of Course||Holiday Allowance|
|1 – 6 weeks||No holiday|
|7 – 12 weeks||1 week holiday|
|13 – 24 weeks||2 weeks holiday|
6.6 You can take a maximum of four weeks’ vacation during a 52-week period and at any one time.
7.1 Attendance for all students is compulsory.
7.2 Students are required to have a minimum in-class attendance of 80%. Failure to adhere to the attendance requirements, will lead to failure of the course.
7.3 You must provide a doctor’s note if you miss your classes for 3 days or more. We can only authorize absence from classes with a signed medical note or valid dated letters, and/or appointment details.
7.4 We are required to inform IRCC if you are frequently absent and do not provide a doctor’s note or other good reason. This may affect your temporary resident status.
8.1 Students must inform TLGC immediately of any change in their immigration status.
8.2 You will receive a Certificate of Attendance only if you have attended not less than 80% of your classes; the certificate will confirm your level of study.
8.3 The issuance of any certificate is subject to your compliance with these terms and conditions.
9. CONDUCT AND BEHAVIOUR
9.1 You are expected to conduct yourself, at all times, in a manner which demonstrates respect for TLGC and its staff, fellow students, members of the public and TLGC’s property. Breaches of the Student Code of Conduct may constitute gross misconduct. You must, at all times, comply with the Student Code of Conduct which can be found on the website under ‘Guidelines & Policies’.
9.2 We have the right to expel you without refund if you materially or repeatedly breach the Student Code of Conduct, which is found under Guidelines & Policies on our website.
9.3 We have the right to expel you if you cheat on or plagiarize your pre-arrival test, and we may report you to the relevant authorities.
9.4 By agreeing to these Terms and Conditions, you permit us to use, for marketing purposes, any images or video footage taken of you on our premises. If you do not agree to this, please tell us by emailing to email@example.com
including your name, date of birth and student ID number with the following subject line “Marketing Consent Opt Out”.
10. LIMITATION OF LIABILITY
10.1 Force Majeure: The Language Gallery Canada, and its representatives, are not liable if TLGC is unable to fulfill any services to which they are contractually bound because of strikes, or other reasons that are beyond their reasonable control such as an act of God, terrorism or war.
10.2 Students’ attention is particularly drawn to the following clause: The liability of The Language Gallery Canda (and their Group, Associated and/or Affiliated companies) for losses arising from negligence (except in the case of liability for death or personal injury), breach of contract, or otherwise, will be limited to the full amounts paid by the relevant student for the course. Except in the case of liability for death and personal injury, and to the maximum extent permitted by applicable law, such companies will have no liability for any other direct, indirect or consequential loss or damage however arising. Signing the declaration constitutes full and irrevocable acceptance of these terms and conditions.
10.3 TLGC does not accept any responsibility for students’ personal property; students should take out appropriate insurance. If you lose or damage any personal property during any social activity organised by TLGC or booked through TLGC, it is your own responsibility. TLGC is not responsible for any direct, indirect, or consequential loss or damage to property incurred by any student or prospective student.
10.4 Students coming to Canada are very strongly advised to obtain private medical insurance.
10.5 You must tell TLGC on your application form about any mental or physical restrictions or limitations that may affect your ability to complete the course, or that may affect any other student, member of staff or host family. Such information will be treated in the strictest confidence.
11. QUERIES AND COMPLAINTS
11.1 TLGC’s ability to improve your experience and rectify any problems you have is limited unless you tell us immediately about any problems so we can help. TLGC reserves the right not to accept retrospective complaints or queries. During your course you can email firstname.lastname@example.org with any complaints or queries.
11.2 TLGC asks that a complaint will normally be made by the student concerned. If the student wishes a third party (e.g. family member) to make the complaint, the student must give TLGC written permission to correspond with that third party to ensure that TLGC goes not break the Data Protection Act. Exception: a minor student can ask a parent or guardian to make the complaint on their behalf.
12.1 To the extent permitted by law, we, other members of our group of companies and associated parties exclude all conditions, warranties and other terms which might otherwise be implied by statute, common law or the law of equity.
13.1 Course discounts are valid from the dates advertised. Discounts cannot be applied retroactively to bookings.
13.2 Examination fees need to be paid to the relevant examining body.
13.3 You must buy or rent the correct course book for your classes. Please refer to the book rental policy stated on our pricelist.
13.4 Maintaining Academic Reputation: TLGC’s language programs are accredited by Languages Canada (http://languagescanada.ca/en/). TLGC is committed to maintaining and improving its reputation. Therefore, by agreeing to become a student of TLGC, you must not engage in any action, which might cause either your own personal academic reputation or the reputation of TLGC to fall into disrepute.
14. GOVERNING LAW
14.1. These Terms and Conditions are governed by the laws of Ontario and shall be subject to the exclusive jurisdiction of Ontario courts.
15. PERSONAL INFORMATION AND PRIVACY
Our company information is:
Language Gallery Inc.
22 College Street — Suite 500
Toronto, M5G 1K2, Canada
Ontario Corporation no. 0002374399
CANCELLATION AND REFUND POLICY
1. TORONTO CAMPUS – COURSE REFUND AND CANCELLATION POLICY
1.1 Bookings may be cancelled within 14 days from the registration date. During this period the student will be eligible for a full refund except all non-refundable fees, as listed below.
1.2 After the fourteen day period, the cancellation policy is as follows:
- If a visa application is rejected, and we receive the official letter issued by IRCC at least 7 days prior to arrival, we will refund the tuition fees, except non-refundable fees and bank charges.
- If a visa application is rejected, and we receive the official letter issued by IRCC less than 7 days prior to arrival, regular cancellation policy will apply, as listed below:
|Notice of 30 days or more prior to start date||90% of the fees paid are refundable
(except all non-refundable fees)
|Notice of less than 30 days prior to start date||80% of the fees paid are refundable
(except all non-refundable fees)
|Notice within 0-10% of course duration||70% of the fees paid are refundable
(except all non-refundable fees)
|Notice within 11-30% of course duration||50% of the fees paid are refundable
(except all non-refundable fees)
|Notice of over 30% of course duration||0% refundable|
2. VANCOUVER CAMPUS – COURSE REFUND AND CANCELLATION POLICY
2.1 If the institution receives tuition from the student, or a person on behalf of the student, the institution will refund the student, or the person who paid on behalf of the student, the tuition that was paid in relation to the program in which the student is enrolled if:
(a) the institution receives a notice of withdrawal from the student no later than seven days after the effective contract date and before the contract start date;
(b) the student, or the student’s parent or legal guardian, signs the student enrolment contract seven days or less before the contract start date and the institution receives a notice of withdrawal from the student between the date the student, or the student’s parent or legal guardian, signed the student enrolment contract and the contract start date; or
(c) the student does not attend a work experience component and the institution does not provide all of the hours of instruction of the work experience component within 30 days of the contract end date.
2.2 The institution will refund the tuition for the program and all related fees paid by the student or a person on behalf of the student enrolled in the program if the student is enrolled in the program without having met the admission requirements and did not misrepresent his or her knowledge or skills when applying for admission.
2.3 If a student does not attend any of the first 30% of the hours of instruction to be provided during the contract term, the institution may retain up to 50% of the tuition paid under the student enrolment contract unless the program is provided solely through distance education.
2.4 Unless the program is provided solely through distance education, if the institution receives a notice of withdrawal from a student:
(a) more than seven days after the effective contract date and
i. at least 30 days before the contract start date, the institution may retain up to 10% of the tuition due under the student enrolment contract, to a maximum of $1,000.
ii. less than 30 days before the contract start date, the institution may retain up to 20% of the tuition due under the student enrolment contract, to a maximum of $1,300.
(b) after the contract start date
iii. but before 11% of the hours of instruction to be provided during the contract term have been provided, the institution may retain up to 30% of the tuition due under the student enrolment contract.
iv. and after 10% but before 30% of the hours of instruction to be provided during the contract term have been provided, the institution may retain up to 50% of the tuition due under the student enrolment contract.
2.5 Unless the program is provided solely through distance education, if the institution provides a notice of dismissal to a student and the date the institution delivers the notice to the student is:
(a) before 11% of the hours of instruction to be provided during the contract term have been provided, the institution may retain up to 30% of the tuition due under the student enrolment contract.
(b) after 10% but before 30% of the hours of instruction to be provided during the contract term have been provided, the institution may retain up to 50% of the tuition due under the student enrolment contract.
2.6 If the institution provides the program solely through distance education and the institution receives a student’s notice of withdrawal or the institution delivers a notice of dismissal to the student and:
(a) the student has completed and received an evaluation of his or her performance for up to 30% of the hours of instruction to be provided during the contract term, the institution may retain up to 30% of the tuition due under the student enrolment contract, or
(b) the student has completed and received an evaluation of his or her performance for more than 30% but less than 50% of the program, the institution may retain up to 50% of the tuition due under the student enrolment contract.
2.7 The institution will refund fees charged for course materials paid for but not received if the student provides a notice of withdrawal to the institution or the institution provides a notice of dismissal to the student.
2.8 Refunds required under this policy will be paid to the student, or a person who paid the tuition or fees on behalf of the student, within 30 days:
(a) of the date the institution receives a student’s notice of withdrawal,
(b) of the date the institution provides a notice of dismissal to the student,
(c) of the date that the registrar provides notice to the institution that the institution is not complying with section 1(c) or 2 of this policy, or
(d) after the first 30% of the hours of instruction if section 3 of this policy applies.
2.9 If an international student delivers a copy of a refusal of a study permit to the institution, sections 1(a), 1(b), 4, 7,. and 8 of this policy apply as if the copy of the refusal were a notice of withdrawal, unless:
(a) the international student requests an additional letter of acceptance for the same program that was the subject of the refusal of a study permit, or the program is provided solely through distance education.
3. ADDITIONAL REFUND INFORMATION
3.1 Cancellations must be send in writing to email@example.com
3.2 All refunds are made to the original fee payer, using the original method of payment.
3.3 Non-Refundable fees: The following fees are non-refundable where applicable:
|Registration fee||CAD $150|
|Accommodation placement fee||CAD $200|
|Courier fee||CAD $95|
3.4 Medical insurance fee is only refundable if a cancellation was requested before the effective start date of the insurance. Once the insurance has started, no refund will be given.
4. TLG LIVE (ONLINE COURSES) REFUND AND CANCELLATION POLICY
4.1 Cancellations with reason for withdraw must be send in writing to firstname.lastname@example.org
4.2 All refunds are made to the original fee payer, using the original method of payment.
4.3 In the event, that an online course is cancelled by TLGC for any reason, a refund of 100% of the payment, including the application fee ($99) will be issued.
4.4 In the event that a student withdraws from a course before the start-date, a refund of 100% of the program fee less the application fee ($99) will be issued.
4.5 In the event that a student withdraws from a course within 5 business days of the beginning of the course, the following rule will apply:
Following our “money-back guarantee” policy, if a student withdraws within 5 business days of the beginning of the course, a refund of 100% of the program fee less the application fee ($99) will be issued. This is only applicable for new students.
4.6 In the event that a student withdraws from a course after 5 business days of the beginning of the course have passed, the following rules will apply:
- If written notice of withdrawal is received by TLGC before 30% of the period of instruction has elapsed, a refund of 50% of the unused tuition fees less the application fee ($99) will be issued.
- If written notice of withdrawal is received by TLGC after 30% of the period of instruction has elapsed, no refund will be issued.
4.7 In the event that a student withdraws from a course while the classes have been paused, points 4.5 and 4.6 of the Cancellation and Refund Policy will apply.
5. ACCOMMODATION REFUND AND CANCELLATION POLICY
5.1 Cancellations must be send in writing to email@example.com
5.2 Students cancelling 14 days or less prior to their accommodation start dates, for reasons other than visa denial, will be charged a one-week accommodation cancellation fee (charged at the standard accommodation rate), plus the non-refundable placement fee.
5.3 Students leaving their accommodation must give notice 14 days prior to move out date (move out date should be Saturday or Sunday). After deducting the price of accommodation already used, and the one-week accommodation cancellation fee (charged at the standard accommodation rate), the student will be refunded the remaining accommodation costs.
5.4 If the Student decides to cancel or change the accommodation without providing the appropriate written cancellation notice, they will be charged accordingly and will not be entitled to a refund.
5.5 Accommodation bookings cannot be transferred from one Student to another.
Important: Certain accommodation options may be subject to alternative cancellation charges. In this case, students will be informed at the time of the registration.
6. AIRPORT TRANSFER
Flight details, including arrival time, flight numbers and airline, must be provided 7 days prior to arrival in order for our team at TLGC to provide Airport transfer confirmation. No refund will be granted on transfers if the cancellation of the service is made within 48 hours of arrival.
GUIDELINES AND POLICIES
Our Guidelines and Policies are there to ensure that you have the best experience possible during your studies at The Language Gallery Canada. They clearly set out what you should expect from the school and what responsibilities you have while studying with us.
1. STUDENT CODE OF CONDUCT
As a student of The Language Gallery Canada, you are required to:
- Read the Student Handbook which you receive by email
- Arrive to class on time
- Return to class on time after the break
- Participate fully in class
- Buy a course book for all of your classes
- Bring your course book to class every day
- Not bring food into class (water in a closed container is allowed)
- Switch your phone to silent in class. If your teacher has a no phones policy, we ask you to respect your teacher’s rules
- Treat your teachers, classmates and staff members of The Language Gallery Canada with respect
- Inform your teacher and Academic Manager as soon as possible if you cannot attend class
- Do your homework
- Not speak your own language during class time and activities
- Work in groups and pairs with classmates
- Take responsibility for your own learning
- Follow schools policies regarding class transfers, complaints and holidays
- Follow all The Language Gallery Canada rules and instructions by TLGC staff
- Not smoke (including the use of e-cigarettes) in any TLGC building
- Follow all safety and emergency procedures
- Not show inappropriate physical intimacy in school
- Not distribute religious or political materials at TLGC
- Not bring alcohol, illegal drugs or weapons onto TLGC premises
- Not attend school under the influence of alcohol, illegal drugs, misuse of prescription medication or “legal highs”
- Be respectful of others faiths, beliefs, sexualities, nationalities and genders
- Not engage in serious bad behaviour, such as violence, physical, sexual or mental abuse, bullying, damage to property, and use of abusive or threatening language in English or any other language
- Understand your final certificate of attendance will not be issued if your attendance is below 80%
2. ACCOMMODATION CODE OF CONDUCT
The Student must follow the Student Code of Conduct, the rules stated in the homestay guide (provided when full payment is received) and any health and safety guidelines at all times. If the Student fails to do this, they may be removed from their accommodation and charged for the entire duration of their stay. In this instance, the Accommodation Manager has the right not to provide alternative accommodation to the Student.
3. INFORMATION FOR MINORS
The minimum age for students at TLGC is 16 years old. TLGC staff demonstrates an additional duty of care for all our students who are legally minors – in Ontario, the legal age of majority is 18 years old, and in British Colombia the age of majority is 19 years old.
As all our students are enrolled on adult courses we do not take the place of the students’ parents and as such parents should be aware that students at The Language Gallery Canada are unsupervised outside of the school. We require all parents to sign a Parental Consent form for minors, at the point of application.
The Language Gallery Canada expects minor students to:
- Behave in a mature manner outside the school as well as on the school premises
- Attend all their classes and sign in and out at reception
- Obey Canadian law, including those specific to the legal age of majority
- Adhere to a 10pm curfew.
The Language Gallery Canada will provide the following:
- A safeguarding policy for all staff, parents and homestay hosts
- Staff in regular contact with minor students
- Appropriate support, training and guidance
4. MISCONDUCT POLICY
TLGC recognizes differences and diversity, and it is our policy to maintain a respectful environment without any type of personal discrimination, harassment, or bullying. Teachers are expected to communicate to TLGC Academic staff in case a Student’s behaviour is viewed as inappropriate.
- If counseling does not yield positive results, the Student may be suspended from the course and/or any future study.
- If a Student’s behaviour is offensive or hurtful, the Student may be dismissed from campus.
- If a Student has repeatedly not obeyed the rules in the Student Code of Conduct, the Student will be placed on probation. A verbal or written warning will be given to the Student by TLGC.
- If a Student is not able to comply with the probation terms, TLGC will supply the Student with a written statement of the charges. The probation must be well documented.
- In case of sexual assault, physical harm to another Student, verbal abuse, vandalism of TLGC’s property or theft, this will result in immediate dismissal without a warning letter or probationary period, and police will be summoned (as required)
Concerns related to a Student’s behaviour and conduct must be referred to TLGC staff or in writing to firstname.lastname@example.org
5. STUDENT DISPUTE RESOLUTION POLICY
The Language Gallery Canada provides an opportunity for students to resolve disputes of a serious nature and grades appeals in a fair, reasonable and equitable manner.
If the student is dissatisfied with the results of the appeal, the dispute resolution policy is then followed with the Academic Manager being the first step.
1. This policy governs complaints from students respecting The Language Gallery Canada and any aspect of its operations. Student will not be subject to any form of retaliation as a result of filing a complaint.
2. All student complaints must be made in writing. Students should bring concerns or problems to the attention of TLG staff members as soon as possible. The school does not accept complaints or queries after 21 days. Complaints should be made within 21 days of the alleged incident, matter or concern. Please allow 48 hours for a response if the complaint is emailed.
3. The student must provide the written complaint to the Academic Manager, Monica Benhumea email@example.com, who is responsible for making determinations in respect of complaints. If the Academic Manager is absent or is named in a complaint, the student must provide the complaint to the General Manager, firstname.lastname@example.org. Alternatively, students can visit the Student Services department for further support or guidelines.
4. The process by which the student complaint will be handled is as follows:
Procedure for Student Disputes:
a. When a concern arises, the student should first attempt to address the concern with the individual most directly involved. If the student is not satisfied with the outcome at this level, the student should put his/her concern in writing and deliver it to the Academic Manager of the Institution. The Academic Manager will arrange to meet with the student to discuss the concern and desired resolution as soon as possible, but within five (5) school days of receiving the student’s written concern.
b. Following the meeting with the student, the Academic Manager will conduct whatever enquiries and/or investigations are necessary and appropriate to determine whether the student’s concerns are substantiated in whole or in part. Those enquiries may involve further discussion(s) with the student either individually or with appropriate institution personnel. All communications must be in writing.
c. The necessary enquiries and/or investigations shall be completed, and a response provided in writing to all involved as soon as possible.
d. If it is determined that the student’s concerns are not substantiated, The Language Gallery Canada will provide a written explanation of the decision and deny the complaint; or
e. If it is determined that the student’s concerns are substantiated in whole or in part, The Language Gallery Canada will propose a resolution.
f. The response must specify that the student will have five school days to appeal the decision. A copy of the decision and all supporting materials shall be given to the student, a copy will be placed in the Institution’s Student Conduct File, and the original will be placed in the student file.
g. If the student is not satisfied with the determination of the Academic Manager, the student must advise the Academic Manager as soon as possible but within five (5) school days of being informed of the determination. The Academic Manager will immediately refer the matter to the General Manager of The Language Gallery Canada.
h. The General Manager will review the matter and if necessary, may meet with the student as soon as possible but within five (5) school days of receipt of the student’s appeal. The original decision will either be confirmed or varied by the General Manager in writing within five (5) school days after receipt of the student’s appeal or, if a meeting with the student occurred, within five (5) days of that meeting. At this point The Language Gallery Canada dispute resolution process will be considered exhausted.
i. Written reasons for the determination will be provided to the student within 45 days after the date on which the complaint was made.
5. The student making the complaint may be represented by an agent or a lawyer.
6. If the student is or was enrolled in an approved program, is dissatisfied with the determination, and has been misled by The Language Gallery Canada regarding any significant aspect of that program, he or she may file a complaint with the Private Career Training Institutions Branch.