Overview
Students of licensed vocational training programs must first file a complaint with their private career college (PCC) using the college’s complaint resolution process. Student complaints to a PCC should be made in writing and copies of all correspondence should be kept by the student.
If the PCC’s complaint resolution process does not address the concern, the student may submit a complaint to Alberta Advanced Education’s Private Career Colleges and Compliance branch.
Complaint process
All licensed private career colleges (PCC) are required to have a complaint resolution process in place. Students must first attempt to resolve their complaints directly with the PCC prior to contacting the Private Career Colleges and Compliance branch (PCCCB). Follow the steps below to ensure your complaint is addressed appropriately:
- Review the PCC’s policies, your Student Enrolment Contract, and any written correspondence from the PCC. This will help you determine whether your concern should be submitted as a formal complaint to the PCC.
- Submit your written complaint through the PCC’s complaint resolution process and work with the PCC to find a solution. Keep a record of your complaint and all related correspondence.
- If the PCC’s resolution process does not resolve your complaint, you may submit it to PCCCB for review. Complaints must be submitted within six months of your last day attending the PCC.
PCCCB can investigate complaints related to licensed programs, including:
- False or misleading statements – For example, if the school or its agents (recruiters) provided incorrect information that influenced a student’s decision to enroll, such as misrepresenting program delivery, guaranteeing employment, or promising student aid funding.
- Failure to meet contractual or licensing obligations – For example, if the program does not match what was described in the student’s contract or the PCC’s licence (hours of instruction, delivery method, practicum), or if the PCC failed to issue required tuition refunds for students who did not complete the program.
- Improper application of policies – For example, if a student is affected by the PCC not properly applying policies related to admissions testing, complaint resolution, suspension and expulsion, academic reporting, or attendance.
PCCCB also collects general concerns about program delivery and administrative practices, which may inform compliance activities such as inspections.
PCCCB does not investigate complaints related to:
- professional development training, employer-provided training, or programs offered by public post secondary institutions
- grades received or treatment by instructors
- bullying or discrimination by students or staff
- concerns about program quality after a student has completed their program
- employability or job prospects after graduation
Submit a complaint
Before submitting a complaint to the Private Career Colleges and Compliance branch (PCCCB), you must first attempt to address your concern through your private career college’s (PCC) complaint resolution process as outlined above.
If your PCC is unable to resolve the issue, you may submit your complaint to PCCCB for review using the process below. Complaints must be submitted within 6 months of the last day you attended the program. Complaints filed after this period may not be accepted.
Step 1. Submit your complaint
Email your complaint to pcc.compliance@gov.ab.ca and include the following details:
• Your full name and phone number
• PCC name, program, and location
• When you attended the program (start and end dates)
• A clear explanation of the issue and how it impacted you
• How you believe the PCC should resolve the issue
• Emails showing the PCC’s response to your complaint
• Relevant supporting documents, such as receipts or contracts
Step 2. Complaint review and evidence collection
Once received, a review of your complaint will be initiated, and further questions may be asked. Additional documentation may be required, and witnesses may be asked to provide official statements.
Step 3. Decision and resolution
Once a decision is made, both you and the PCC will be notified.
If it is decided that the complaint is substantiated, the PCC may be required to take corrective action, which could include:
- fixing an error
- providing the promised training, service, or incentive
- issuing a credential or transcript that was earned
- correcting or issuing a tuition or fee refund
PCCCB's review process can take anywhere from one month to one year, depending on the complexity of the complaint, the quality of the evidence provided, and the responsiveness of the parties involved.
Referrals
In some cases, student complaints may fall outside the scope of Private Vocational Training licensing. When this happens, your complaint will be referred to the appropriate authority.
Common referrals include:
- Alberta Student Aid – Concerns regarding student aid applications, loans, grants, repayment, scholarships, or bursaries.
- Apprenticeship and Industry Training (AIT) – Concerns related to trades or apprenticeship training.
- International and Industry Collaboration Unit – Concerns about designated learning institutions that issue letters of acceptance for international student study permits.
- Immigration, Refugees and Citizenship Canada – Concerns regarding international student study permits, work permits, or immigration pathways.
- Employment standards – Employee concerns about a PCC's actions as an employer