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Student Handbook & Policies

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Commitment & Definition

CMA College is committed to preventing sexual misconduct and responding appropriately when it occurs.

Sexual misconduct refers to a spectrum of non-consensual sexual contact and behaviour, including:

  • Sexual assault
  • Sexual exploitation
  • Sexual harassment
  • Stalking
  • Indecent exposure
  • Voyeurism
  • The distribution of a sexually explicit photo or video of a person to others without that person’s consent and with the intent to distress that person
  • The attempt to commit an act of sexual misconduct
  • The threat to commit an act of sexual misconduct

Complaints vs. Reports

A Complaint is a disclosure that may seek support and resolution options. A person may complain without making a formal report.

A Report is a formal notification to the institution that includes a request for action.

Students making a Complaint will be offered resolution options and, if appropriate, accommodations. They will not be required or pressured to make a Report.

Process for Making a Complaint (student)

  1. Contact the CMA College onsite administrator, Director, or SEA by email or phone. A student may disclose/complain without initiating a formal process.
  2. The complaint will be filed in writing.
  3. Within four (4) business days, the Director or SEA (as appropriate) will review whether the complaint falls within this policy. If it does not, it may be dismissed with written reasons; otherwise, it will proceed to investigation.

Responding to a Complaint

  1. Acknowledge receipt within 4 business days.
  2. Investigate if the complaint falls within this policy.
  3. Review the complaint in a reasonable timeframe and confirm next steps in writing within 10 business days of receipt.
  4. Gather and review relevant evidence.
  5. Determine appropriate actions. Resolution options will be provided to the student.
  6. Except in exceptional circumstances, provide a written response within 30 days.

Process for Making a Report (student)

  1. Contact the Managing Director, SEA, or Onsite Administrator by email or phone.
  2. File a written report requesting action to the Director (or to the SEA if the Director is absent or named in the report; alternatively, the onsite administrator).
  3. Within 4 calendar days, the Director or SEA will review whether the report falls within this policy. If it does not, it may be dismissed with written reasons; otherwise, it will proceed to investigation.

Responding to a Report

  1. Acknowledge receipt within 4 business days.
  2. Investigate if the report falls within this policy.
  3. Review the report in a reasonable timeframe and confirm next steps in writing within 10 business days of receipt.
  4. Gather and review relevant evidence.
  5. Determine appropriate actions and recommendations.
  6. Except in exceptional circumstances, provide a written response and recommendations within 30 days.

Fairness, Non-Retaliation & Confidentiality

Retaliation, reprisals, or threats of retaliation related to a Complaint or Report are contrary to this policy.

All processes are guided by the principles of administrative fairness. All parties will be treated with dignity and respect.

Information related to a Complaint or Report is confidential and will not be shared without written consent, except when:

  • There is imminent risk of severe or life-threatening self-harm;
  • There is imminent risk of harm to others;
  • There are reasonable grounds to believe others in the community may be at significant risk of harm;
  • Reporting is required by law; or
  • It is necessary to ensure procedural fairness in an investigation or response.

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Regulatory Note

This institution is certified by the Private Training Institution Regulatory Unit (PTIRU). Certified institutions must comply with regulatory requirements, including having a Sexual Misconduct Policy. Learn more at PTIRU.

Refund Policy

Amounts and conditions below summarize when refunds are payable and the portion the institution may retain.

Circumstances when Refund Payable Amount of Refund
Before program start date — institution receives a notice of withdrawal (applies to all students).

• No later than seven days after student signed the enrolment contract, and before the program start date. 		100% of tuition and all related fees, other than the application fee.
Related fees include administrative fees, assessment fees, and fees charged for textbooks or other course materials.
Before program start date — at least 30 days before the later of:
a) program start date in the most recent Letter of Acceptance (international students), or
b) program start date in the enrolment contract. 		Institution may retain up to 10% of tuition, to a maximum of $1,000.
Institution must refund fees paid for course materials if not provided to the student.
More than seven days after the enrolment contract was signed, and less than 30 days before the later of:
a) program start date in the most recent Letter of Acceptance (international), or
b) program start date in the enrolment contract. 		Institution may retain up to 20% of tuition, to a maximum of $1,300.
Institution must refund fees paid for course materials if not provided to the student.
After program start date — notice of dismissal or withdrawal (applies to all students, except programs delivered solely by distance education). • Up to and including 10% of instruction hours provided: institution may retain up to 30% of tuition.
• After more than 10% but before 30% of instruction hours provided: institution may retain up to 50% of tuition.
In both cases, fees for course materials must be refunded if materials were not provided.
No-show — student does not attend the first 30% of the program (not for programs delivered solely by distance education). Institution may retain up to 50% of tuition.
Institution must refund fees paid for course materials if not provided to the student.
Refusal of study permit (international students requiring a study permit) — before 30% of instruction hours would have been provided, based on the later of:
a) most recent Letter of Acceptance start date, or
b) start date in the enrolment contract.
Student has not requested additional Letter(s) of Acceptance. 		100% of tuition and all related fees, other than the application fee.
Distance education only — after program start date, student withdraws or is dismissed. • Student completed up to 30% of the program: institution may retain up to 30% of tuition.
• Student completed > 30% but < 50% of the program (based on evaluation provided): institution may retain up to 50% of tuition.
Fees for course materials must be refunded if materials were not provided.
Enrolled without meeting admission requirements Institution must pay the tuition or fee refund within 30 days after receiving notice of withdrawal or refusal of study permit; providing a notice of dismissal; or the date on which the first 30% of the hours of instruction are provided (no-show).
Course cancelled by CMA College The course will be rescheduled to a later date.

Refund Policy – Programs NOT Requiring PTIRU Approval

Some programs/courses do not require approval under the Private Training Act; therefore, students cannot file a claim against the fund with the trustee for these programs.

For programs not requiring approval, refunds may be possible under the following conditions:

  • A properly filled and signed Refund Form must be provided by a student to CMA College administration.
  • Refund entitlement is calculated on total tutoring fees, less the non-refundable application fee, materials fee, textbook fee, and other fees.
  • If a Refund Form is received prior to the first day of class, the institution may retain 50% of the total fee due under the contract.
  • If a student withdraws or is dismissed after the first 10% of the course has been delivered, no refund is provided.
  • Refund applications may take up to 14 days to process.

Student Dispute Resolution Policy

This policy governs complaints from students respecting CMA College and any aspect of its operations. Students will not be subject to any form of retaliation for filing a complaint. All student complaints must be made in writing within 15 days of the alleged dispute/concerns.

The student must provide the written complaint to the Managing Director, who is responsible for an initial determination. If the Managing Director is absent or named in the complaint, the complaint must be provided to the Senior Educational Administrator (SEA). The SEA and/or Managing Director will review all complaints.

Process – Step 1

  1. Within 5 business days of receiving the complaint, the Managing Director or SEA will arrange a virtual meeting with the student to discuss the concern(s).
  2. Following the meeting, the Managing Director or SEA will conduct any further enquiry or investigation needed to determine whether the concerns can be substantiated. The onsite administrator may assist if required.
  3. Any necessary enquiries or investigations will be completed within 10 business days of the initial meeting. This timeline may be extended with approval of the Managing Director if the complaint is complex and requires additional time.
  4. As required, the Managing Director or SEA will meet virtually with the student and/or other persons and will either:
    • Determine that the concern(s) were not substantiated; or
    • Determine that the concern(s) were substantiated, in whole or in part.

Process – Step 2

  1. The Managing Director or SEA will prepare a written summary of the investigation, determination, and any recommended actions. This summary will be reviewed and approved by the Managing Director.
  2. A copy will be provided to the student, a copy placed in the institution’s complaint file, and the original filed in the student’s record.
  3. A written response to the report and recommendations will be provided within 30 days of the initial complaint.
  4. The student may be represented by an agent or lawyer. If dissatisfied with the determination and believing they were misled about a significant aspect of the program, the student may file a complaint with the Private Training Institutions Regulatory Unit (PTIRU) (www.privatetraininginstitutions.gov.bc.ca). Complaints must be filed with PTIRU within one year of the student’s completion, dismissal, or withdrawal.

It is contrary to this policy for CMA College to retaliate, engage in reprisals, or threaten to retaliate in relation to a complaint. All processes follow principles of administrative fairness. Information related to a complaint is confidential and not shared without written consent, except where required by law, to prevent imminent harm, to protect others at significant risk, or as needed to ensure procedural fairness.

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