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Issue Resolution Process

Policy

Trillium College is committed to promptly and equitably resolving all student concerns to the satisfaction of both the student and the College.

The Student Concern Resolution Process is designed to provide students with informal and formal processes whereby a student may request the review and resolution of a concern if satisfactory resolution has not been reached by way of the daily problem-solving activities between staff and/or instructors and students, which, in most cases, will result in immediate resolution.

The student has the right to present their case and be accompanied by and individual of their choosing at all times during the process and for that individual to make submissions on behalf of the student.

Procedure

This procedure outlines Trillium College’s formal process for resolving student concerns in a fair, timely, and respectful manner. Students must follow each step in order to ensure concerns are addressed efficiently and effectively.

Initial Resolution

  1. Students must begin by addressing their concern with their instructor.
  2. If the issue cannot be resolved with the instructor or if the issue is with their instructor the student can express their concern to their Academic Operations & Location Manager (AOLM) via email.

Student Experience Review

  1. If the issue cannot be resolved by the AOLM, the student should escalate the issue to the Senior Manager, Academic Operations & Student Experience (SMAOSE) via email.
  2. Within one business day the SMAOSE will confirm receipt and set up a meeting.
  3. At the conclusion of the meeting, the SMAOSE will send a summary of the meeting to the student via email. If there are outstanding or follow up items, they will be documented in the summary.
  4. Upon follow up the SMAOSE will confirm if the issue has been resolved. If it has not been resolved, the student may escalate their concern through the Trillium College Website.

Institutional Review

  1. The only website submissions that will be accepted are ones that have previously completed steps 1-6. Log into your TCLearn and indicate:
  • the nature of the concern
  • time and date of occurrence
  • facts surrounding the concern
  • the individual(s) involved
  • why they feel the concern was not resolved with the SMAOSE
  • recommended solutions.

  1. The Director will respond (in writing) to the student within five (5) working days of the date of the escalation and provide a summary of the findings and the complaint resolution decision including the reasons for arriving at the decision.

  2. A copy of the written communication between the Director and the student will be placed in the College’s Student Complaint Binder, where it will be kept for a minimum period of three (3) years.

  3. Complaints made through any social media forum will not be acknowledged, as they do not follow the College’s complaint process.

  4. The duration of the Student Complaint process is situation-specific. However, Trillium College will seek to resolve each complaint from the time a complaint is submitted to Trillium College’s date of decision, in no more than sixty (60) days, providing Trillium College has exhaustive information.

External Review

  1. Students that are not satisfied with the resolution of their complaint and attending a program recognized as being protected under the Ontario Career Colleges Act 2005 may choose to refer the matter to the Superintendent of Career Colleges through PARIS, an automated system.

This will assist the Ministry, Colleges and Universities in better serving students by being able to track the complaint easily.

First, please go to this website and register:

https://www.pcc.tcu.gov.on.ca/PARISExtWeb/public/login.xhtml

Initial Resolution

  1. Students must begin by addressing their concern with their instructor.
  2. If the issue cannot be resolved with the instructor or if the issue is with their instructor the student can express their concern to their Academic Operations & Location Manager (AOLM) via email.

Student Experience Review

  1. If the issue cannot be resolved by the AOLM, the student should escalate the issue to the Senior Manager, Academic Operations & Student Experience (SMAOSE) via email.
  2. Within one business day the SMAOSE will confirm receipt and set up a meeting.
  3. At the conclusion of the meeting, the SMAOSE will send a summary of the meeting to the student via email. If there are outstanding or follow up items, they will be documented in the summary.
  4. Upon follow up the SMAOSE will confirm if the issue has been resolved. If it has not been resolved, the student may escalate their concern through the Trillium College Website.

Institutional Review

  1. The only website submissions that will be accepted are ones that have previously completed steps 1-6. Log into your TCLearn and indicate:
  • the nature of the concern
  • time and date of occurrence
  • facts surrounding the concern
  • the individual(s) involved
  • why they feel the concern was not resolved with the SMAOSE
  • recommended solutions.

  1. The Director will respond (in writing) to the student within five (5) working days of the date of the escalation and provide a summary of the findings and the complaint resolution decision including the reasons for arriving at the decision.

  2. A copy of the written communication between the Director and the student will be placed in the College’s Student Complaint Binder, where it will be kept for a minimum period of three (3) years.

  3. Complaints made through any social media forum will not be acknowledged, as they do not follow the College’s complaint process.

  4. The duration of the Student Complaint process is situation-specific. However, Trillium College will seek to resolve each complaint from the time a complaint is submitted to Trillium College’s date of decision, in no more than sixty (60) days, providing Trillium College has exhaustive information.

External Review

  1. Students that are not satisfied with the resolution of their complaint and attending a program recognized as being protected under the Ontario Career Colleges Act 2005 may choose to refer the matter to the Superintendent of Career Colleges through PARIS, an automated system.

This will assist the Ministry, Colleges and Universities in better serving students by being able to track the complaint easily.

First, please go to this website and register:

https://www.pcc.tcu.gov.on.ca/PARISExtWeb/public/login.xhtml

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© 2026 Trillium College. All rights reserved.
Trillium College is a registered Career College under the Ontario Career Colleges Act, 2005. Trillium College programs are approved as vocational programs under the Ontario Career Colleges Act, 2005.
Email Us
info@trilliumcollege.ca
Our Campuses
Niagara | Kingston | Oshawa | Sudbury | Cobourg
Quick Links
About Us
Admissions
Financial Aid
Student Services
Alumni Services
Blog
Policies & Compliance
Privacy Policy
Terms of Use
Issue Resolution Process
Connect With Us
Follow Trillium College on social media for student stories, updates, and events
© 2026 Trillium College. All rights reserved.
Trillium College is a registered Career College under the Ontario Career Colleges Act, 2005. Trillium College programs are approved as vocational programs under the Ontario Career Colleges Act, 2005.