COMPLAINT POLICY

The Institute of Coaching Studies seeks to ensure equitable treatment of every person and to attempt to solve any grievances in a timely and fair manner. Participants have the right to file a complaint regarding presentation or content, facility concerns, or instructor/faculty behaviour. All grievances will be addressed to the best of our ability to prevent further problems. A process for filing grievances can be found below.

Complaint regarding another participant

1. A participant should first attempt to resolve the issue directly with the participant with whom they have an issue. If the participant is not comfortable approaching the individual, they can proceed to step 2.
2. If the participant is not comfortable approaching the individual with whom they have a grievance, or is unable to resolve the issue directly, the participant should contact by email the trainer to have a conversation with them. This is for the trainer to become aware of the issue, and to offer support to the participant who is sharing the grievance. The trainer will review the issue within 2 days of receiving the complaint. The trainer will work with all parties involved to resolve the issue.
3. If a participant does not feel the issue is resolved, a written request for an appeal should be sent by email to the director of the Institute of Coaching Studies for review. This appeal should include the original complaint and reason(s) the participant is unsatisfied with the resolution attempt(s). Appeals are reviewed and a written response will be provided to the participant within 5 days. All appeal decisions are final.

Complaint regarding a trainer, mentor coach or staff member

1. A participant should first attempt to resolve the issue directly with the trainer or staff member with whom they have an issue. If the participant is not comfortable approaching the individual, they can proceed to step 2.
2. If the participant is not comfortable approaching the individual with whom they have a grievance, or is unable to resolve the issue directly, a written request for an appeal should be sent to the director of the Institute of Coaching Studies for review. The director will review the issue within 2 days of receiving the complaint. The director will work with all parties involved to resolve the issue.
3. If a participant does not feel the issue is resolved, a written request for an appeal should be sent by email to the director of the Institute of Coaching Studies. This appeal should include the reason(s) the participant is unsatisfied with the resolution attempt(s). The director will discuss with all parties involved to find a satisfactory resolution for all. A written response will be provided to the participant within 5 days.