How can a student-centered approach inform student complaint policy revisions to be more Inclusive?

The College of New Caledonia (CNC), released a Strategic Plan recently which emphasized dedication to a student-centered approach to teaching and learning. The institution values student feedback and provides a formal student complaint resolution process. It was outdated at the time of this research and did not reflect societal changes. This mixed methods research using quantitative survey and semi-structured qualitative inter-views was conducted in 2021-2022 with first and second year CNC students to understand student needs related to this policy and process. The key findings are that plain language and easy access are fundamental for modern, culturally sensitive, post-secondary policies. Furthermore, the author recommends an increasing focus on relationships between staff and students to guide future policy revisions in an evolving institution.