1. POLICY

a. CCNM hopes to resolve complaints and disputes well and has adopted this dispute resolution policy (the “Policy”) to clearly set out the values and procedures for complaint and dispute resolution at the College.

2. SCOPE

a. This Policy applies to all complaints made by and disputes between CCNM Community Members except for:

• Complaints made by CCNM Employees (where the Complainant is a CCNM Employee; see instead the CCNM Employee Complaint Policy);
• Allegations related to Academic and Non-Academic Misconduct (see CCNM Academic Calendar instead); and
• Complaints of discrimination, workplace harassment, workplace violence, or sexual misconduct. Complaints of this nature will be addressed under the applicable CCNM policy.

b. Where anything in this Policy conflicts with applicable law or the collective agreement, the applicable law or collective agreement will be followed.

3. DEFINITIONS

a.“Bad Faith” means actions that have an ulterior motive, e.g., actions that are motivated by meanness, malice, dishonesty, personal animosity. It can be established by direct or circumstantial evidence.

b. “Complainant” means the CCNM Community Member who makes a complaint under this Policy.

c.“CCNM Community Member” means all CCNM students, student clinic interns, patients, CCNM Residence residents, and visitors at both CCNM campuses and all CCNM clinics, internal and external, but does not include CCNM Employees.

d. “CCNM Employee” means any person who is employed or engaged by CCNM, including full-time or part-time employees, including faculty members, contractors, and volunteers. For clarity, CCNM Employee does not include student clinic interns.

e. “Frivolous” means actions that are trivial or lacking a reasonable basis; actions that have little prospect of success, are not serious, reasonably purposeful, without merit, or that lack supporting evidence.

f. “Reprisal or Retaliation” means any revenge taken against someone because of their actions connected to this Policy.

g. “Respondent” means the person(s) named in the allegations of the Complainant.

h. “Vexatious” means actions that are annoying, distressing, agitating, discomfiting, or demeaning whether intentionally or not, and that have no reasonable purpose.

4. RESPONSIBILE PARTIES

a. All CCNM Community Members are responsible for fostering a safe, healthy, and respectful environment.

• This includes recognizing that some amount of friction and/or interpersonal challenges is a typical part of being a part of a diverse community.

b. All CCNM Community Members must:

• Refrain from violating CCNM Policies, acts of Reprisal or Retaliation, Frivolous, Vexatious, or Bad Faith acts, or other breaches of this Policy;
• Report allegations of complaint or dispute to the Point Person;
  • The Point Person for complaints under this Policy are:
  • For Students and Student Clinic Interns with a non-academic complaint: Legal Counsel;
  • For Students at the Toronto campus with an academic complaint: Associate Dean, Academic Education;
  • For Students at the Boucher campus with an academic complaint: Associate Dean of Academics or Director of Operations and Academic Affairs;
  • For Student Clinic Interns with an academic complaint: Associate Dean, Clinical Education (for their respective campus);
  • For clinic patients: Director, Clinical Services;
  • For visitors, volunteers, and others: Legal Counsel.
• Cooperate with the dispute resolution procedure, including abstaining from impeding or attempting to impede the dispute resolution process;
• Maintain the confidentiality of the dispute resolution process; and
• Comply with the corrective measures imposed by the College under this Policy, subject to relevant collective agreements and other appeal rights.

c. The Point Person is responsible for:

• Acting as the first point of contact for CCNM Community Members voicing concerns;
• Ensuring these concerns are heard and addressed in a timely, fair, and respectful manner;
• Delegating to the appropriate person if necessary;
• Ensuring that the procedures outlined under this Policy are followed; and
• Where necessary, ensuring the complaint is addressed under the correct policy, if not this Policy, and delegated to the appropriate person.

5. POLICY STATEMENT

a. CCNM is committed to upholding principles of natural justice, including fairness and transparency, in the dispute resolution process by:

• i. Ensuring that all CCNM Community Members have a right to:
  • A fair and expeditious resolution of disputes;
  • Know, understand, and respond to allegations made against them;
  • Be subject to reasonable and proportionate sanctions if allegations are substantiated
• Handling disputes:
  • In a respectful, unbiased, thorough, and confidential manner, including by conducting prompt and comprehensive investigations where necessary; and
  • According to the procedures outlined under this Policy, including setting clear and reasonable deadlines.
• Ensuring a procedure is in place for reporting and resolving issues with the aim of fostering understanding, respect, and personal and professional growth among all CCNM Community Members;
• Providing clear guidelines for escalation of persistent issues;
• Providing appropriate support to parties involved in complaints;
• Reviewing and refining institutional structures, policies, and procedures to prevent occurrences of policy non-compliance, and to foster an environment of continuous improvement and respect for all CCNM Community Members.

Please see CCNM's Dispute Resolution Procedure.