Public Complaint Procedure

1. Purpose and Scope 

IGNITE is committed to providing accessible, respectful, inclusive, and accountable programs, services, events, and interactions. This policy explains how a student or external party can raise a concern about IGNITE, how IGNITE will respond, and what the complainant can expect throughout the process. 

IGNITE will use complaints to identify concerns, resolve issues where possible, improve services, strengthen training, and support organizational accountability. A complaint under this policy does not replace emergency, police, academic appeal, human rights, sexual violence, insurance, or legal reporting processes. If there is an immediate threat to health or safety, contact 911 or the appropriate campus security service. 

It applies to current and former Humber Polytechnic and University of Guelph-Humber students, visitors, event participants, volunteers, community members, vendors, contractors, sponsors, donors, service providers, partners, and other members of the public. It does not apply to workplace complaints from IGNITE employees, which must follow the appropriate internal process. 

2. What this policy covers 

A complaint is an expression of dissatisfaction that requires a response or resolution. Examples include: 

• A service, commitment, payment, event, or partnership was not handled as communicated. 

• An IGNITE policy or procedure was not followed. 

• Disrespectful, discriminatory, harassing, exclusionary, or inappropriate conduct connected to IGNITE. 

• A disability-related accommodation request or accessibility barrier was not addressed appropriately. 

• IGNITE did not respond to or follow up on a concern. 

IGNITE can only review matters within its authority. Concerns about academic decisions, faculty conduct, admissions, campus security, sexual violence, criminal activity, insurer decisions, or other Humber Polytechnic or University of Guelph-Humber matters may be referred to the appropriate office or process. 

3. Guiding principles 

• Assistance, accessible formats, communication supports, interpretation, or other reasonable accommodations are available upon request. 

• Complaints will be assessed objectively. No person who is the subject of a complaint or has a material conflict of interest will decide it. 

• IGNITE will respond as promptly as the circumstances permit and provide updates when more time is needed. 

• Privacy: Information will only be shared as reasonably necessary to assess, investigate, respond to, or resolve the matter, or as required by law. 

• IGNITE will not tolerate retaliation against anyone who raises a concern or participates in this process in good faith. 

4. How to submit a complaint 

For a routine service issue, you may first contact the employee or department involved. This is optional. You are not required to do so when the concern involves harassment, discrimination, safety, a power imbalance, possible retaliation, serious misconduct, or when direct contact would be inappropriate. 

• Email: [email protected] 

• Phone or in person: 416-675-6622 or visit an IGNITE office.  Please ask for the Director, People & Culture 

• Accessible format or assistance: Complete the form at IGNITE | Accessibility 

Include what happened, relevant dates and locations, people involved, supporting documents, any steps already taken, the outcome you are seeking, and any accommodation or safety needs. A complaint will not automatically be rejected because some information is unavailable. 

5. What happens after submission 

1. IGNITE will acknowledge a written complaint within two business days whenever possible. 

2. Within five business days whenever possible, IGNITE will confirm whether the matter falls within this policy, identify the appropriate person to handle it, and determine whether immediate or interim action is needed. 

3. Straightforward matters will normally be addressed within ten business days. Complex or disputed matters may require an impartial internal review or an external investigator. 

4. IGNITE will provide the complainant with the outcome and reasons in writing whenever possible, subject to privacy, legal, and safety limits. 

5. When a matter takes longer, IGNITE will provide reasonable status updates, normally at least every ten business days. 

6. Possible outcomes 

Depending on the circumstances and IGNITE’s authority, an outcome may include an explanation, correction, apology, service remedy, refund or payment correction, accommodation, facilitated discussion, policy or process improvement, training, or other appropriate action. Privacy requirements may limit the details IGNITE can share about action taken regarding another person. 

7. Anonymous complaints and confidentiality 

IGNITE may accept anonymous complaints, but anonymity may limit its ability to verify information, seek clarification, provide updates, ensure fairness, or take action. Complete confidentiality cannot be guaranteed because relevant information may need to be shared with people involved in assessing or responding to the complaint, or as required by law. 

8. Complaints involving senior leadership or the Board 

A complaint involving the CEO will be directed to the Chair of the Board or an independent designate. A complaint involving the Board Chair will be directed to the Corporate Secretary or another independent designate. A person who is the subject of a complaint will not control or decide the process. 

9. Request for review 

A complainant may request a review within ten business days of receiving the final outcome where: 

• The procedure was not followed in a way that may have affected the outcome. 

• Relevant information was not reasonably considered. 

• A material conflict of interest affected the process. 

• The decision was unreasonable based on the information available. 

• Significant new information became available that could not reasonably have been provided earlier. 

The request must identify the ground for review and the requested correction. The review will be completed by a person who was not the original decision-maker. The review decision is final within IGNITE, subject to any legal rights or external processes. 

10. Records and policy review 

IGNITE will securely maintain complaint records in accordance with its privacy, legal, insurance, governance, and records-management obligations. Complaint trends may be reported to the Board in summary form without identifying information. This policy will be reviewed at least every three years or earlier when required.