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Complaints
On This Page
There are both formal and informal complaints procedures throughout the University. The process individual students follow depends upon the nature of the complaint itself. In all cases, if students are uncertain as to how to proceed with a complaint, they should consult their College or Faculty registrar or Student Affairs at 416-978-5536.
Where to Lodge Complaints
Equity Officers
For complaints of discrimination, denial of human rights:
- Sexual Harassment 416-978-3908
- Status of Women 416-978-2187
- Anti-Racism and Cultural Diversity 416-978-1259
- Co-ordinator, Lesbian, Gay, Bisexual, Transgendered and Queer Resources and Programs 416-946-5624
- Accessibility Services 416-978-8060
- Community Safety Coordinator 416-978-1485
- Family Care Officer 416-978-0951
Instructors
Contact your instructor for complaints regarding grading or other course-related issues. If unresolved, consult the Chair of the instructor’s Department.
College or Faculty Registrar
Contact your College or Faculty Registrar for complaints about the conduct of another student.
University Ombudsperson
Contact the University Ombudsperson for complaints about the University itself which have not been resolved through established channels. The University Ombudsperson investigates complaints from any member of the University not handled through regular University channels, offers advice and assistance and can recommend changes in academic or administrative procedures where this seems justified. The Ombudsperson has access to all relevant files and information and to all appropriate University officials. All matters are held in strict confidence, unless the individual involved approves otherwise, and is independent of all administrative structures of the University and is accountable only to Governing Council
Complaints About Campus Organizations
Student societies and recognized campus groups are obligated to comply with the terms of their constitutions and/or by-laws, the requirements of applicable University policies and the law. Complaints concerning campus organizations should always be made first to the organization itself. If the organization fails to respond to your complaint, or if you feel that the group has not adequately addressed your concerns, you may wish to contact the Office of Student Affairs. In the normal course of events, the University does not monitor or review the activities of student societies and recognized groups. Student Affairs will, however, investigate complaints or charges that an organization has acted in a manner that is inconsistent with its constitution or with other requirements.
Process and Advice
Mediation
Mediation is a relatively informal technique used to help two or more parties resolve a dispute. It can be done without involving legal counsel and in a timely manner and often results in a solution that leaves both parties satisfied. Mediation might be an appropriate option in, for example: a disagreement between students living in the same residence, a dispute between members of a student society or club, or a case of harassment in which the two parties are both willing to resolve their differences informally. The University of Toronto uses the services of mediators trained by St. Stephen's Community House.
Petitions
Students file petitions in order to obtain special consideration on an academic matter. Common reasons for petitioning include missing an exam, not completing course work, or failing to meet administrative regulations or degree requirements. Unlike a complaint, a petition is initiated when you are seeking an exemption from the rules due to special circumstances, not because you think you have been treated unfairly or that the rules themselves are unfair. Petition procedures may differ by faculty or school but, in general, petitions must be supported by documentation, such as a medical note, in order to be successful. Petitions are initiated through College registrars (in the Faculty of Arts and Science), through Faculty registrars (in the professional faculties), and through departments (for graduate students).Appeals
An appeals process is initiated when there are grounds for having a decision reviewed. Appeals procedures are incorporated into the University’s main policy documents. Decisions regarding academic offence (in the Code of Behaviour on Academic Matters). non-academic offences (in the Code of Student Conduct) or sexual harassment can be appealed on certain grounds outlined in the relevant policies. A decision regarding an academic petition you have filed can also be appealed through the Academic Appeals Board of your Faculty or School, and, to the Academic Appeals Committee of the University.Legal Advice
Many of the policy and procedures of the University allow students to be assisted by legal counsel. Many students use the services of Downtown Legal Services, an on-campus legal aid clinic. Staffed by students in the Faculty of Law under professional legal supervision, DLS provides legal assistance with summary offence criminal matters, Small Claims Court, academic appeals and offenses, landlord/tenant disputes, employment matters, and other administrative matters. Referrals for other legal problems are also provided. DLS services are free but a small administration fee is charged to cover expenses.