Students who have a complaint should first attempt to address the concern with the individual most directly involved. If the issue is not resolved at this stage, students should submit a written complaint to the Director of Enrollment, Rita Mackenzie, by email at admissions@mirageeducation.com or by phone at 1-888-829-2607.

The Director of Enrollment will acknowledge the receipt of the complaint and contact the student within 14 business days to discuss the concern. A thorough investigation will be conducted, including reviewing any relevant documentation or communications. The Director will provide the student with a written response, including the reasons for the decision, within 30 days of receiving the written complaint.

If the student remains dissatisfied with the outcome, they may proceed to the next step. If the issue is not resolved at Step 2, the student can request a reconsideration by submitting a written appeal to the Executive Director at info@mirageeducation.com . The Executive Director will review the matter and provide a written resolution within 10 business days of receiving the appeal.

Mirage Spa Education Inc. assures that no student will face retaliation for filing a complaint or participating in the dispute resolution process in good faith.

Students may choose to be represented by an agent or a lawyer at any stage of the dispute resolution process.

If the student is dissatisfied with the institution’s final decision and believes they have been misled regarding any significant aspect of the program, they have the right to file a complaint with the Private Training Institutions Branch (PTIB). Complaints must be filed with PTIB within one year of the date the student completes, is dismissed from, or withdraws from the program. For more information, visit the PTIB website: www.privatetraininginstitutions.gov.bc.ca.