Complaints & corrections
A clear route to challenge errors and raise concerns.
Learners, staff, partners and members of the public may report concerns about privacy, accessibility, content, AI-assisted output, safety, service or public claims.
How to submit
Email hello@britelink.org with the subject “Complaint” and include: your name and contact method; the page, feature or interaction involved; what happened; when it occurred; and the resolution you are seeking. Do not send passwords, identity documents or unnecessary participant records.
How BriteLink responds
BriteLink aims to acknowledge a complaint within five business days.
The concern is categorized as privacy, security, accessibility, safeguarding, content, AI, service or another issue.
Relevant records and people are reviewed with access limited to those who need the information.
BriteLink aims to provide a substantive response or status update within 20 business days. Complex matters may require more time.
Confirmed errors are corrected where practicable, and material decisions or remediation are documented.
Privacy escalation
Privacy complaints are directed to Keisa Andries, BriteLink’s designated Privacy Lead. Individuals may also have the right to raise concerns with the Office of the Privacy Commissioner of Canada or another applicable regulator.
No retaliation
BriteLink will not intentionally disadvantage a learner or complainant for raising a concern in good faith. Partner organizations remain responsible for their own complaints, appeal and non-retaliation obligations.
Emergency limitation
This process is not monitored as an emergency service. Immediate danger, threats or urgent medical or mental-health concerns should be directed to local emergency or crisis services.