Customer Service Standards

Our mandate

It is SFAA's mandate to provide an effective and comprehensive program of need-based and achievement-based awards and services to assist qualified students to access and work towards completion of their BCIT education and training.

Quality service standards

SFAA must operate within the context of the administrative compliance expectations of the B.C. government and the government of Canada. In addition, all SFAA Coordinators and Advisors are members of the Association of Student Awards Personnel of B.C. and the Canadian Association of Student Financial Aid Administrators, and as such are expected to adhere to their respective Codes of Ethics.

We will:
Excellence	Strive to provide the highest quality of service to students. We work within the context of (a) federal and B.C. government legislation, regulations and policies; (b) BCIT policies and procedures; and (c) award donor expectations.
Timelines	Process part-time assistance applications within 10 business days of receipt of the complete application in Student Financial Aid & Awards. Process bursary applications within 30 business days of the relevant bursary deadline.
Communications	Provide information to students in an accurate, comprehensive and clear manner.
Responsiveness	Answer incoming client calls, such that the wait time is no more than 10 minutes.
Accessibility	Provide the opportunity for an Advisor interview within five business days of a student request. Provide emergency access to drop-in Advisor interviews within one business day.
Commitment	Be committed to the goal of removing financial barriers to assist qualified students to access and work towards completion of their BCIT education and training.