Our Service Standards
As a student or other member of the college community, you should be aware of how long it takes to access one of our many services, including receiving a response to a question or concern. These “service standards” are our commitment to you, and represent a conservative estimate based on past experience, which can vary significantly depending on the time of year and demand on our services. You may actually find that you are served faster than expected. As we are always looking for ways to improve our service, it is important for us to know if your expectations were met well, or if we did not meet our standards. Either way, please let us know!
- Application to Graduate / Request for Credential forms will be processed by the Student Records department within 4-6 weeks from the last date of exams or from their receipt of form.
- Transcripts are produced by Student Records on Tuesdays and Thursdays, and are generally sent within three business days of receiving the request.
- Exam schedules are posted on Camlink several times per year. For Fall and Quarter 1, this is done within one week of the second Friday in October. For Winter and Quarter 2, the exam scheduled will be posted within one week of the second Friday in February. For Quarter 3, it will be posted within one week of the second Friday in May. For Spring, the exam schedule will be posted within one week of the fourth Friday in May. For the Summer term, the exam schedule will be posted within one week of the fourth Friday in July. And Quarter 4 exam schedule will be posted within one week of the second Friday in August.
- Letter of Enrolment / Verification of Enrolment requests are processed by Student Records within two business days of receipt of form and payment.
- Update to program and course fee information will be updated on College website annually each summer, subsequent to Tuition Committee approvals.
- Refunds are processed each Wednesday by Student Records, with Finance producing the refunds on the following Friday.
- Student Complaint voicemail will be acknowledged/responded to within three business days. Email sent to the Registrar Student Complaint address will also be acknowledged/responded to within three business days.
- Basic Financial Aid and Awards student inquiry voicemail and email will be responded to within two business days, though resolution may take longer depending on complexity of the issue.
- Electronic enrolment confirmation to ministry regarding student aid (for BC students) is processed by the Financial Aid and Awards department within two business days.
- Emergency Bursary requests are responded to by Financial Aid and Awards ASAP and certainly within two business days.
- Foundation bursary processing is completed by Financial Aid and Awards six to eight weeks after the application deadline.
- Part-time study funding applications are processed by Financial Aid and Awards within two business days.
- Student telephone calls to Financial Aid and Awards are responds to within 24 hours, during business hours.
- Calls to 250-370-3550 Enrolment Services are responded to within 1-8 minutes, with rare exceptions during peak times.
- Student inquiries emailed to Enrolment Services are responded to within three business days.
- Student inquiries sent via the FAQ system are responded to within one to three business days.
- Admission assessment can take between one week and several months, depending on completeness of documentation, complexity, and time of year. Please apply as early as possible!
- Camlink course registration actions have immediate effect. In-person course registration takes from two to ten minutes unless follow-up is required.
- Course withdrawal on Camlink has immediate effect. In person or written course withdrawal requests received with prior to the withdrawal deadline are processed within 24 hours of receipt of proper documentation.
- Student email or voicemail for the Disability Resource Centre is acknowledged within one to three business days.
- Initial DRC intake appointments are scheduled within one to three weeks of request, dependant on time of year.
- DRC accommodations and accessibility assistance (course material in alternate format, furniture/equipment, tutors, interpreting/captioning, specialized funding) is provided for students registered with DRC within 4 months of receipt of appropriate documentation and service request.
- DRC Exam invigilation (accommodation/scheduling) requests are scheduled at time of request. Exam Invigilation Forms must be returned to the DRC at least ONE WEEK prior to exam date.
- Student emails to the Counselling and Learning Skills department will be responded to within one to three business days.
- Urgent Counselling appointments will be booked same business day. Standard counselling appointments are generally booked within two weeks from date of request.
- Learning Skills appointments are generally booked within two weeks from date of request. Telephone response time during business hours will vary with urgency, but will generally be within one to four hours.
- Marking of LRNS100 course assignments is generally completed within five days of receipt.
- Writing Centre Appointments are generally booked within two weeks from date of request.
- The Assessment Centre will acknowledge/respond to Assessment Test booking emails and voicemail from students within one to three days, depending on the time of year.
- The Assessment Centre will acknowledge/respond to general inquiries within one to four days, depending on the time of year and urgency of the inquiry.
- Assessment Test Scores/results for English assessments are generally available within three to four business days, though complicated situations can take up to 1 week.
- Assessment Test Scores/results for math assessments are generally available within three to four business days, though complicated situations may take up to 1 week.
- College program catalogue/calendar changes (addition of new programs, changes to existing programs) are principally made in February, subject to Education Council approval by the preceding December. A further update is typically made in June or July to reflect Education Council approvals made between January and April.
- Voicemail to Academic Advising from students will be acknowledged / responded to within two business days. Student emails to Academic Advising will be acknowledged / responded to within two to three business days.
- Transfer credit evaluation of BC credentials will be completed within eight to ten weeks of receipt of proper documentation. For Canadian non-BC credentials, evaluation will take up to ten weeks. Foreign credential transfer credit evaluation is typically completed within ten weeks, dependant on complexity.
