Customer Service Standards

    1. We treat you with courtesy, dignity and respect
    2. We treat you fairly while complying with all policies, regulations and legislation governing the delivery of our services
    3. We ensure our services are accessible
    4. We ensure we are knowledgeable in our areas of expertise
    5. We deliver timely and efficient services by adhering to the following service response times

    Service Response Times:

    • Respond to e-mails within 2 to 3 business days
    • Respond to voice messages within 2 to 3 business days
    • Respond to fax and mail within 2 to 3 business days
    • In-person within 30 minutes

    Financial Aid Services

    • Processing of ministry forms (OSAP) within 3 to 7 business days
    • Financial Aid Officer authority reviews, appeals, academic probation within 5 to 10 business days
    • Government authority reviews mailed within 5 business days, response from Ministry within 4 - 16 weeks
    • Government bursaries within 2 to 4 weeks
    • Competitive awards, scholarships and bursaries within 6 weeks of the deadline to apply
    • Requests for emergency assistance within 3 business days

    Registrar's Office Services

    • Transcripts processed within 2 business days when ordered and paid for online
    • RESP/Education Verification & Enrollment Verifications within 2 to 3 business days

    To meet the above standards, we require:

    • Appropriate identification for the Office of the Registrar & Financial Aid Services (i.e. government ID and SIN Card, Student Card or Photo ID)
    • Submission of complete and accurate documentation
    • Student's Awareness of terms and conditions of his/her OSAP agreement
    • Student's familiarity with the policies and procedures outlined in the student handbook

    Please Note: These standards vary depending on the time of year. The minimum time frame reflects standards throughout the year and the maximum time frame reflects peak periods when new terms begin.

Back to Top