Version 1.0 · Last updated 5 August 2026 · Next review 5 February 2027
If we have got something wrong, we would rather hear it from you than read it somewhere else. This page sets out how to complain, what happens at each stage, how long each stage takes, and where you can go if we cannot sort it out between us. It forms part of our Terms of Enrolment and it is open to students, models, and anyone who has dealt with us.
Please read this before you read anything else. These terms are written in good faith and in plain English, to the standard normally used by training providers in Canada. They are not legal advice, and they are pending review by a lawyer. If any part of this matters to your decision, phone (587) 873-9331 and we will confirm it in writing before you pay anything.
Our promise about complaining
- Complaining will never be held against you. Not in your marks, not in the room, not in how you are treated.
- You can bring somebody with you to any meeting, at any stage.
- You will get an answer in writing, with reasons, whether we agree with you or not.
- Going to an outside body is your right, and using our process first does not take it away.
Stage 1: say something straight away
Talk to your instructor, at the end of the session or by phone on (587) 873-9331. Most things are a misunderstanding, a timetable problem, or something we did not know about, and they are fixed in a conversation.
- Please raise it within 14 days of whatever happened, while everyone still remembers it clearly.
- There is no form and no formality. Just say it.
- If it is about your instructor, or you would rather not raise it with them, skip to stage 2.
Stage 2: put it in writing
If stage 1 did not resolve it, or it is too serious for a conversation, email info@celegantbraidingacademy.com with Complaint in the subject line, or post a letter to Unit 316, 8925 51 Ave NW, Edmonton, AB T6E 5J3.
Tell us: your name and how to reach you, the program and cohort, what happened and when, who was involved, anything you have already tried, and what outcome you are looking for. Attach anything that helps. Please send it within 30 days of the events, or of stage 1 finishing.
What we do:
| Step | Our deadline |
|---|---|
| We acknowledge your complaint in writing | 3 business days |
| We look into it, speak to the people involved, and speak to you | During the next stage |
| We give you a written decision with reasons | 15 business days from acknowledgement |
If it is complicated and we need longer, we will tell you before the 15 days are up, explain why, and give you a new date. You will hear from us either way.
Stage 3: ask for a review
Not satisfied with the stage 2 decision? Ask for a review within 14 days, in writing, saying what you think we got wrong.
The review is carried out by the Academy Director, who will not have decided the matter at stage 2 wherever that is possible. You get a written decision within 15 business days. That decision closes our internal process.
Some complaints have their own route
- A mark you disagree with. Ask within 14 days of getting the work back and a second instructor remarks it. See section 6 of Attendance and code of conduct.
- Being removed from a program. Appeal in writing within 14 days. See section 12 of the same page.
- A refund decision. Section 13 of Refunds, withdrawals and rescheduling.
- Your personal information. Contact our Privacy Officer first. See our Privacy Policy.
- Access to the building or the teaching. See Accessibility.
Harassment and discrimination
These do not wait in a queue. Tell any instructor immediately, or email info@celegantbraidingacademy.com and mark it urgent. We acknowledge within 1 business day and we act at once to separate people if that is what is needed. While we investigate, we keep you and the person you have accused apart in the room.
You do not have to use our process at all. You can go straight to the Alberta Human Rights Commission, and using our process does not affect your right to do so or the time limit for doing it.
If we cannot sort it out between us
These are the external routes in Alberta. We are listing them because you are entitled to know about them, not because we want you to need them.
- Consumer complaints. Service Alberta’s Consumer Contact Centre takes complaints about businesses in Alberta. Phone 1-877-427-4088, or see Alberta consumer protection.
- Privacy complaints. The Office of the Information and Privacy Commissioner of Alberta. Phone 780 422 6860 or toll free 1 888 878 4044.
- Discrimination and harassment. The Alberta Human Rights Commission. Phone 780-427-7661. There is a one-year time limit for most complaints, so do not sit on it.
- Money claims. The Civil Claims division of the Alberta Court of Justice handles claims up to the current limit without needing a lawyer. See Alberta Courts.
Mediation
Before either of us goes to court, we are willing to try mediation with a neutral mediator in Edmonton, with the cost split evenly, if you are. It is optional for both of us and neither of us gives anything up by suggesting it.
Governing law
Any dispute is governed by the laws of the Province of Alberta and the federal laws of Canada that apply in Alberta, and the courts of Alberta have jurisdiction. Nothing on this page limits your rights under Alberta’s Consumer Protection Act, the Alberta Human Rights Act, the Personal Information Protection Act, or any other legislation that cannot be contracted out of.
What we do with complaints
We keep a written record of every complaint, what we decided and why, and we read them all again at the end of each cohort. A school with eight students in the room has no excuse for making the same mistake twice.
Complaint records are kept securely, seen only by the people who need to see them, and handled under our Privacy Policy.
See all Celegant Braiding Academy policies and terms
Something to raise with us?
Phone or email. You will get an answer with reasons, whether we agree with you or not.