ScientiMax Learning Programs Inc.

Complaint Resolution Policy

Effective Date: June 2, 2026

ScientiMax Learning Programs Inc. ("ScientiMax", "we", "us", or "our") is committed to providing educational services in a fair, professional, respectful, and responsive manner.

This Complaint Resolution Policy establishes a formal process for receiving, reviewing, investigating, and resolving complaints relating to ScientiMax programs, services, assessments, simulations, staff interactions, administrative decisions, and other educational activities.

The objective of this policy is to promote transparency, procedural fairness, timely resolution, accountability, and continuous improvement.

1. Scope

This policy applies to complaints submitted by:

• Students;
• Prospective students;
• Former students;
• Institutional clients;
• Business partners; and
• Other individuals directly affected by ScientiMax services.

This policy applies to complaints relating to:

• Educational services;
• Course delivery;
• Assessments and evaluations;
• AI-powered simulations and assessment systems;
• Customer service interactions;
• Administrative decisions;
• Accessibility concerns;
• Policy application; and
• Other ScientiMax business activities.

This policy does not apply to:

• Requests for refunds, which are governed by the ScientiMax Refund Policy;
• Privacy access or correction requests, which are governed by the ScientiMax Privacy Policy; or
• Matters currently before a court, tribunal, regulatory body, or law enforcement agency.

2. Guiding Principles

ScientiMax will endeavour to handle complaints in accordance with the following principles:

• Fairness;
• Respect;
• Confidentiality;
• Impartiality;
• Timeliness;
• Transparency; and
• Good-faith resolution.

Submitting a complaint will not result in retaliation, discrimination, intimidation, or adverse treatment of any kind.

A student or other individual who believes they have experienced retaliation for submitting a complaint in good faith may report this concern through the complaint process established in this policy.

3. Informal Resolution

Where appropriate, individuals are encouraged to first attempt to resolve concerns informally by contacting ScientiMax directly.

Many issues can often be resolved quickly through clarification, correction of administrative errors, technical assistance, or discussion with the appropriate representative.

Informal resolution is encouraged but is not mandatory before submitting a formal complaint.

4. Formal Complaint Submission

Formal complaints should be submitted within sixty (60) calendar days of the event giving rise to the concern.

Formal complaints must be submitted in writing to:

A complaint should include:

• Full name;
• Contact information;
• Course, program, or service involved;
• Description of the complaint;
• Relevant dates;
• Supporting documentation, where available; and
• Desired resolution.

Anonymous complaints may be reviewed where sufficient information is provided, but ScientiMax may be unable to conduct a full investigation without identifying information.

A complainant may withdraw a complaint at any time by providing written notice to ScientiMax.

ScientiMax reserves the right to continue an investigation where it reasonably believes that doing so is necessary to address legal, operational, academic integrity, safety, security, or policy compliance concerns.

5. Acknowledgement of Complaint

ScientiMax will acknowledge receipt of a formal complaint within five (5) business days.

The acknowledgement will normally include:

• Confirmation of receipt;
• A reference number where applicable;
• An outline of next steps; and
• An estimated timeline for review.

6. Investigation Process

ScientiMax may:

• Review relevant academic and administrative records;
• Review assessment and evaluation records;
• Review platform activity and access logs;
• Review simulation and AI assessment records;
• Review communications and correspondence;
• Request additional information from the complainant;
• Consult instructors, staff, contractors, technical providers, or other relevant parties; and
• Conduct any other investigation reasonably necessary to evaluate the complaint.

Complaints will be reviewed objectively, impartially, and in good faith.

Where a complaint may result in an adverse finding against another individual, ScientiMax may provide that individual with an opportunity to respond before a final decision is made, where reasonably practicable and consistent with procedural fairness.

7. AI Assessment and Simulation Complaints

Where a complaint relates to:

• AI-generated feedback or scoring;
• Simulation outcomes;
• Technical malfunctions affecting assessment results;
• AI-assisted assessment processes; or
• Automated evaluation systems,

ScientiMax may conduct a manual review of the relevant assessment, simulation records, technical logs, or related materials.

A manual review may be conducted by a qualified instructor, evaluator, administrator, or designated representative.

8. Resolution Timeline

ScientiMax will endeavour to provide a substantive written response within fifteen (15) business days following acknowledgement of the complaint.

Where additional time is reasonably required due to complexity, volume of evidence, technical investigation requirements, third-party involvement, or other legitimate circumstances, ScientiMax will notify the complainant and provide an updated timeline.

9. Resolution Outcomes

Following review, ScientiMax may:

• Dismiss the complaint where it is not substantiated;
• Provide clarification or additional information;
• Correct administrative errors;
• Adjust records where appropriate;
• Reassess an evaluation where warranted;
• Provide additional educational support;
• Modify internal procedures;
• Offer another reasonable resolution; or
• Take no further action where the complaint is not substantiated.

Resolution outcomes will depend on the specific circumstances of each case.

10. Appeals

If the complainant believes that a complaint was not handled fairly or that significant information was not properly considered, a written appeal may be submitted within sixty (60) calendar days of the decision.

Appeals should identify:

• The original complaint and its reference number where applicable;
• The reason for the appeal; and
• Any additional information or documentation supporting reconsideration.

Appeals will be reviewed by an individual who was not the primary decision-maker in the original complaint, where reasonably practicable.

The appeal decision shall be final within ScientiMax's internal complaint process.

Following the conclusion of ScientiMax's internal complaint process, complainants may seek guidance from Consumer Protection BC for consumer-related matters or the Office of the Information and Privacy Commissioner for British Columbia for privacy-related matters.

11. Confidentiality

Complaint information will be handled confidentially to the extent reasonably possible and consistent with:

• The requirements of the investigation process;
• Procedural fairness obligations;
• Applicable legal requirements; and
• ScientiMax operational requirements.

Information may be disclosed where reasonably necessary to investigate or resolve a complaint, enforce ScientiMax policies, protect legal rights, or comply with applicable law.

12. Records Retention

ScientiMax may retain complaint records, correspondence, investigation materials, decisions, and related documentation for up to seven (7) years following resolution of the complaint, or longer where required by law, regulatory requirements, litigation holds, or ongoing legal proceedings.

13. Bad Faith and Frivolous Complaints

ScientiMax reserves the right to decline further review of complaints that are:

• Frivolous or without reasonable foundation;
• Vexatious or repetitive without new information;
• Abusive in nature; or
• Submitted primarily to harass, intimidate, or disrupt operations.

This section shall not be applied in a manner that restricts, discourages, or penalizes legitimate complaints made in good faith.

14. Statutory Rights

Nothing in this policy limits, excludes, waives, or replaces any rights or remedies available to a complainant under applicable consumer protection, human rights, privacy, contract, or other legislation.

Where applicable law requires a different process or outcome, ScientiMax will comply with that legal requirement.

15. Governing Law

This policy shall be governed by and interpreted in accordance with the laws of the Province of British Columbia and the applicable laws of Canada.

16. Policy Updates

ScientiMax may revise this policy from time to time to reflect changes in legal requirements, business practices, technologies, educational operations, or organizational needs.

Updated versions will be published on the ScientiMax website and become effective on the date specified in the revised version.

The version of this policy in effect at the time a complaint is submitted shall govern that complaint unless otherwise required by applicable law.

17. Contact Information