Policies

Hansa Policies

Dispute Resolution Policy

If you have a problem or concern

At Hansa, we are committed to providing you with the best customer experience we can. Your confidence and trust are important to us. If you have a concern with Hansa or the service you’ve received from us, we want to work with you to resolve it as quickly and effectively as possible. Let us know. We want to help.

Step 1

Talk to the Director. Most concerns can be resolved when they occur. We want to hear from you. Discuss your concern with the Director on the campus where you study.

Step 2

If, after speaking with someone, you are still not satisfied that your concern has been resolved, please let us know by contacting us at: studentfeedback@hansacanada.com Include your full name, address, telephone number and the details of your concern. Hansa’s Board of Directors will conduct a thorough and impartial investigation and work to reach a fair and reasonable resolution.

Step 3

If a resolution is not possible, refer your concern to the Languages Canada Board of Directors for resolution in accordance with the terms and conditions of the Languages Canada Dispute Resolution Policy. Visit: http://www.languagescanada.ca/en/contact

Accessibility Policy

Part 1

Hansa Language Centre is committed to ensuring equal access and participation for people with disabilities. We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence. We believe in integration and we are committed to meeting the needs of people with disabilities in a timely manner. We will do so by removing and preventing barriers to accessibility and meeting our accessibility requirements under Ontario’s accessibility laws, including the Accessibility for Ontarians with Disabilities Act.

Hansa Language Centre is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination. Hansa understands that obligations under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and its accessibility standards do not substitute or limit its obligations under the Ontario Human Rights Code or obligations to people with disabilities under any other law.

Hansa Language Centre is committed to excellence in serving and providing goods, services or facilities to all customers including people with disabilities. Our accessible customer service policies are consistent with the principles of independence, dignity, integration and equality of opportunity for people with disabilities.

We are committed to training all staff and volunteers in accessible customer service, other Ontario’s accessibility standards and aspects of the Ontario Human Rights Code that relate to persons with disabilities.

Training includes: We train every person as soon as practicable after being hired and provide training in respect of any changes to the policies.

People with disabilities may use their personal assistive devices when accessing our goods, services or facilities. In cases where the assistive device presents a significant and unavoidable health or safety concern or may not be permitted for other reasons, other measures will be used to ensure the person with a disability can access our goods, services or facilities.

We welcome people with disabilities and their service animals. A service animal can be easily identified through visual indicators, such as when it wears a harness or a vest, or when it helps the person perform certain tasks.

Service animals are allowed on the parts of our premises that are open to the public and third parties but the service animal of a person with a disability must be registered with staff at the reception. Where the Service Animal is a breed that is restricted by the province or municipality, the provisions of the provincial or municipal law will prevail. When we cannot easily identify that an animal is a service animal, our staff may ask for documentation from a regulated health professional that confirms the person needs the service animal for reasons relating to their disability.

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises. All support persons must register at the reception on the first day of class. If Hansa determines that a support person is required, we will waive the admission fee for the support person.

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, this organization will notify customers promptly. Notices will be posted in classrooms, informed verbally in advance, and communicated via portal and email.

Hansa Language Centre welcomes feedback on how we provide accessible customer service. Customer feedback will help us identify barriers and respond to concerns. Feedback may be provided by speaking with the Director or emailing studentfeedback@hansacanada.com. If unresolved, contact the Languages Canada Board of Directors.

All feedback, including complaints, will be handled and responded to within 5 days. Hansa ensures our feedback process is accessible by providing or arranging accessible formats and communication upon request.

Part 2

Documents related to accessible customer service are available at the reception at all Hansa Language Centre locations and on the web. Hansa will provide these documents in an accessible format or with communication support upon request.

We communicate with people with disabilities in ways that take into account their disability. Hansa will provide information about the organization and its services, including public safety information, in accessible formats upon request.

Refund Policy

If payments are made to an agency for a course at Hansa Language Centre Inc, refund requests will be handled by the agent and the agent's refund policy will apply.

If payments are made directly to Hansa Language Centre Inc, the following refund policy will apply:

• If written notice of withdrawal is received prior to the scheduled start date of the course and the student's application for a visa was denied by Immigration, Refugees and Citizenship Canada (IRCC), Hansa Language Centre Inc will fully refund tuition fees paid minus the registration fee and any bank or credit card charges incurred. A copy of the rejection letter is required.
• If written notice of withdrawal is received prior to the scheduled start date and no visa rejection letter is provided, Hansa will refund fees minus the registration fee, bank or credit card charges, and an indemnity of 10% of the course fees.
• If written notice of withdrawal is received after the start date, four weeks’ notice is required to be eligible for a refund. Only the amount paid for the remaining portion of the original program will be refunded, and students must prove lawful stay in Canada.

Privacy and Record Management Policy

Hansa Language Centre is committed to protecting the privacy of personal information. Personal information is securely recorded whenever a student registers for a course, homestay service, or assessment. Records are reviewed and updated with students on the first day of signing the student contract.

Types of recorded information include name, contact details, emergency contacts, agency information, visa information, health insurance, and home address in Canada. Hansa Language Centre will never retain original travel documents, visas or passports.

Records are disclosed only to Hansa employees who need them to carry out job-related duties or agencies outside Hansa in case of public health & safety emergencies, including police, the Ministry of Health, or Immigration, Refugees and Citizenship Canada (IRCC). Student records are reviewed and updated whenever a student registers for a new course. Contact Hansa if your information changes so records stay accurate. Student records are kept for a minimum of 5 years.

Violence, Harassment, and Sexual Harassment Policy

Hansa Language Centre is committed to providing and maintaining a working and learning environment free from violence and harassment. No one shall subject any employee to workplace violence or allow conditions that support workplace violence. Similarly, harassment in any form will not be tolerated from any person.

Workplace harassment may include offensive jokes, intimidation, physical contact, or violence. Sexual harassment may include unwelcome sexual advances, requests for sexual favors, or unwelcome verbal or physical contact of a sexual nature when such conduct creates an offensive or hostile environment and prevents an individual from performing duties effectively.

Hansa will respond to any harassment in a swift and compassionate manner in accordance with the terms and provisions of this policy.