Complaints Reference

If you believe the grade you received in a course is inaccurate, follow these steps to resolve the issue:   

1.  Initial Resolution: Start by emailing your instructor to discuss the grade and provide any supporting documentation. If you are not satisfied with the instructor’s response, escalate the matter by submitting a written request to your program director.   

2.  Filing a Formal Grade Appeal: If mutual resolution is not reached with the program director, you can file a formal grade appeal. Submit the documented appeal via email to gradeappeals@cityu.edu within 90 days of the grade being posted.   

3.  Grade Appeals Committee Decision: The University’s Grade Appeals Committee will review your appeal. You will receive written notification of their decision.   

4.  Appealing the Committee’s Decision: If you disagree with the Grade Appeals Committee’s decision, you may appeal to the Provost. The Provost will review the case, and their decision is final.   

For full details, please refer to the Grade Appeals Policy. 

CityU’s HR Policy Manual outlines the rights and responsibilities of employees, as well as procedures for filling grievances. Staff members may access the manual via Staff Portal and faculty members can so so through the Faculty Portal.

If you believe a fellow student has violated the Student Code of Conduct, you can report the issue to a staff member. For minor infractions, the staff member will attempt to resolve the matter informally. For more serious allegations or unresolved minor issues, the case will be referred to the Vice President of Student Services, who will investigate and determine the validity and severity of the violation. If the violation is found to be a major infraction, the Vice President will convene the Student Conduct Hearing Board for a formal review. 

If a decision is made against you or you disagree with the outcome, you can appeal the decision in writing to the President within ten working days. The President’s decision is final. 

For full details on potential sanctions for misconduct, please refer to the Student Code of Conduct Policy. 

If your complaint pertains to grade appeals, reasonable accommodation, academic dishonesty, or student code of conduct violations, please review the related policies. For all other complaints that do not fall under such specific categories, the following steps should be followed: 

1.  Submit a Formal Complaint
Formal complaints must be submitted in writing and signed. You can send your complaint via mail to CityU’s main campus or electronically from your official CityU email account.   

2.  Determine Where to Submit Your Complaint

• Complaints about the quality of education or accreditation:  Provost
• Complaints about education in British Columbia:  VP of Canadian Academic Programs, BC
• Complaints about education in Alberta:  VP of Academics, Canada
• Complaints about financial matters:  Chief Financial Officer
• All other complaints:  Vice President of Student Affairs    

3.  Timeline and Response
Complaints will be reviewed by the relevant department, and students will be notified of the University’s response within 10 business days.  

4. External Complaint Options
If all internal procedures have been exhausted, students may contact appropriate external agencies in their home province for unresolved complaints.   

For full details on filing a formal complaint, see the General Complaints Policy.   

If you experience or witness discrimination, harassment, or bullying at CityU, you can report it to the Respectful Workplace Coordinator Canada (RWCC). The RWCC handles complaints from students, faculty, and staff across the university community. If the complaint involves the RWCC, the Vice President of Student Administration will oversee the process instead. Depending on who makes the complaint, other members may be involved, but the general guideline for handling complaints involves the following steps: 

1. The complainant (person making the complaint) submits a formal complaint in writing within six months of the last incident. 
2. The RWCC will review the complaint to decide whether it requires a formal investigation or can be resolved informally. 
3. If informal resolution is chosen, it may include mediation with an external mediator. 
4. If the complaint proceeds to a formal investigation, the respondent (person accused) will be notified within seven calendar days. 
5. An investigator gathers information from all parties involved and submits a report to the RWCC, who reviews it and shares findings, conclusions, recommendations, and remedies with all parties involved. 

Students have the right to appeal any decision made under this process by submitting an appeal to the University Provost. 

For additional details, such as disciplinary actions, please see the full policy. 

If you have concerns about a faculty member, start by contacting your program director. If you’re uncomfortable involving them, you can reach out to the following instead:   

• For complaints about education in British Columbia: Vice President of Canadian Academic Programs, BC.
• For complaints about education in Alberta: Vice President of Academics, Canada.

If you have experienced or witnessed sexual misconduct, CityU offers multiple ways to report and seek support. These processes apply to all students, employees, adjunct faculty, and others involved in university-related activities, both on and off campus. The steps below describe how to file complaints of this nature. 

1.  Informal Disclosure Without Investigation:
Students can confidentially disclose their experience to a counselor through Empower Me and staff can access the Life Assistance Program (LAP) for support. Informal disclosures do not trigger an investigation or formal process unless safety risks or legal requirements necessitate action.   

2.  Non-Criminal Reporting to the University:
Students: 

• Reports involving students should be directed to the Title IX Coordinator, Program Director, or Vice President of Canadian Operations and Enrollment.   

Employees:   

• Reports involving employees should be submitted to the Human Resources Director or appropriate program leaders.   

• Reports involving employees should be submitted to the Human Resources Director or appropriate program leaders.   

• Third-party reporting is available when the individual affected cannot report directly.   

3.  Formal Reporting Process:
To file a formal report, include:   

• Your name and contact information.
• A description of the incident, including dates, times, and locations.   
• The names of those involved, including witnesses (if applicable).  
• Submit reports to the personnel mentioned above.   

4.  Reporting to the Police:    

You may also report incidents to local police. CityU will cooperate fully with any criminal investigation.   

If you disagree with the findings of an investigation, you can submit a written appeal within 30 days to the Director of Human Resources.   

CityU respects the privacy of individuals involved in sexual misconduct reports. Information will only be shared when:   

• There is an immediate risk of harm to an individual or others.   
• Reporting is legally required (e.g., involving a minor).   

Confidentiality is a priority, and support is available to ensure your concerns are handled with care and respect.   

For further details on reporting procedures or support options, please contact the appropriate office or see the full Sexual Violence and Misconduct Policy.