Service Standards for Students

Expect the Best

Athabasca University recognizes that students need efficient academic and administrative service. To ensure that students receive the attention needed to succeed academically, we have developed a comprehensive set of service standards.

These standards are provided by Athabasca University to:

  • determine if the service standard is being met;
  • determine who to contact for follow-up; and
  • determine when to involve the Ombuds office.

Contact Us

If you have any questions or concerns about our level of service, don’t hesitate to contact the appropriate service unit listed on this page. For general questions, contact the Information Centre or an AU office near you. If you leave voice mail, please provide an email address for response.

Service Levels For:

General Information Service Standards

Service Standard Contact (If Standard Not Met)
Response to voice mail 1 business day

Canada/U.S.:
1-800-788-9041
 
International:
780-675-6100
 
Information Centre Coordinator
1-800-788-9041 ext. 6588
780-675-6588
auinfo_admin@athabascau.ca

Response to e-mail 1 business day
Telephone response time 1 minute during working hours
Calendar processing* 2 business days
Materials processing (brochures, etc.)* 2 business days
General inquiry processing 2 business days
Resolution or referral of problem/query Immediately during working hours

* Does not include electronic submission or postal service processing time.

Top


Administrative Service Standards

General

 

Service Standard Contact (If Standard Not Met)
Response to voice mail 1 business day

Office of the Registrar
 
Canada/U.S.:
1-800-788-9041
780-675-6100

Please ask to speak with the coordinator responsible for the service.
 
registrar@athabascau.ca

Response to e-mail 1 business day
Query – transfer credit 1 business day
Service Paper Submitted Web Submitted
Admission - New 5 business days Immediate
Admission ‚ Change 5 business days Immediate
Admission ‚ Program Change 5 business days Immediate
Appeal - general 5 business days n/a
Appeal to Student Appeals Committee Up to 30 days n/a
Transfer Credit Evaluation 8 weeks from receipt of all documents n/a
Course Registration 5 business days Immediate
Challenge for Credit Registration 5 business days 5 business days
Letter of permission 5 business days n/a
Exam Request 5 business days 5 business days
Course Extension 5 business days Immediate
Course Withdrawal 5 business days Immediate
Student Financial Aid processing 5 business days n/a
Transcript Request 5 business days 1 business day
Letter of certification 5 business days n/a
Course outline/ syllabus Available on website; 5 business days otherwise  

 

Top

Library Services Standards

Service Standard Contact (If Standard Not Met)
Response to voice mail 1 business day Library Information Desk
library@athabascau.ca
1-800-788-9041 ext. 6254
Response to e-mail 1 business day
Information desk response 1 business day
Library materials* 1 business day
Borrowing period 4 weeks
Information search 2 business days
Process interlibrary loan (ILL) 3 business days Interlibrary Loans Supervisor
1-800-788-9041 ext. 6251
Redistribution of ILL material to student Varies with lender

* International students should expect to use library materials which are already in digital format, i.e. online journals, databases and web resources.

Top


Ombuds Services

Service Standard Contact (If Standard Not Met)
Ombuds initial response 1 business day ombuds@athabascau.ca
1-800-788-9041 ext. 6199
780-675-6199
Ombuds issue resolution Variable according to research required

Top


Learning Resources Service Standards

General

Service Standard Contact (If Standard Not Met)
Response to voice mail 1 business day

Distributor / Warehouse Supervisor
1-800-788-9041 ext. 6362
780-675-6362

cmat@athabascau.ca

Response to e-mail 1 business day
Learning resources inquiry 1 business day
Learning resources replacement
  - North America
5 business days
  - International up to 2 months
Process return
  - North America
  - International

5 business days
1 month
Student waiting for course materials Maximum of 1 month

Learning Resources *

Service Standard Contact (If Standard Not Met)
walk-in
Immediate

Distributor / Warehouse Supervisor
1-800-788-9041 ext. 6362
780-675-6362

cmat@athabascau.ca

Alberta
2 weeks
Canada 3 weeks
North America 3 weeks
International up to 2 months

* Assumes normal postal delivery time. Learning resources packages are not available in the Edmonton and Calgary offices.

Top


Undergraduate Academic Support Standards

Service Standard Contact (If Standard Not Met)
Initial contact by individualized study tutor or Academic Expert Within 2 weeks of start date Coordinator, Learning Services

1-800-788-9041 ext. 6815
780-675-6815

tutserv@athabascau.ca
Response to voice mail by individualized study tutor or Academic Expert 2 business days
Response to e-mail by individualized study tutor or Academic Expert 2 business days
Acknowledgement of receipt of emailed assignment

2 business days

Acknowledgement of receipt of assignment via regular mail

2 business days from receipt

Marking of electronically submitted assignment (when single sent)

7-8 business days from date assignment uploaded to course website or sent by email

Note: Additional assignments submitted during the initial marking period will be considered to be multiple assignments and the multiple assignment service standard shall apply.

Marking of electronically submitted assignments
(when multiple sent)

5 additional business days for each remaining assignment

Marking of assignments mailed by post

5 business days from receipt by marker, this does not include the time it takes assignment to arrive by post mail/courier

Note: Additional assignments submitted during the initial marking period will be considered to be multiple assignments and the multiple assignment service standard shall apply.

 

Electronically submitted exams for marking

7-10 business days from write date

Exam marking for paper based exams 5 business days from receipt by marker, this does not include the time it takes exam to arrive by postal mail/courier
Assignment/exam remarked by different tutor 10 business days
Academic appeal (in writing)
  - North America 1 month
  - International 2 months

Do not send assignments by any method that requires a signature of acceptance by a tutor (e.g. courier), as this will delay response time.

Although the University is open 12 months of the year, tutors are entitled to vacation time, which normally occurs during summer months. There may be some situations in which your tutor or academic expert will not be available, but this would be for 10 business days or less. Service standards may be extended by 5 business days for some leaves. In case of absences longer than 10 business days, alternate arrangements will be provided for you.

Top


Learner Support Services

Service Standard Contact (If Standard Not Met)
Advising
Acknowledge voice and e-mail
1 business day Coordinator Advising Services
1-800-788-9041 ext. 2908
403-298-2908
advising@athabascau.ca
Advising appointment
Program planning tools
Within 1 business week
Counselling
Acknowledge voice and e-mail
1 business day Coordinator Counselling Services
1-800-788-9041 ext. 6723
780-675-6723
counselling@athabascau.ca

Counselling appointment (urgent) Immediate on a business day
Counselling appointment
(general)
Within 1 business week
Access to Students with Disabilities
Response to voice mail
2 business days Professional Services Coordinator, Access to Students with Disabilities
1-800-788-9041 ext. 2054
780-428-2054
asd@athabascau.ca
Response to email 3 business days
Response to general inquiries 5 business day
Examination Services (only for those writing exams at our AU Edmonton or AU Calgary location)
Acknowledge voicemail 2 business days Exam Services Supervisor, 1.800.788.9041, ext 3419
Acknowledge email 2 business days  

Top


Electronic Communication Service Standards

Computing Services Helpdesk

Service Standard Contact (If Standard Not Met)
Acknowledge query to Computing Services Helpdesk 1 business day Helpdesk Supervisor

1-800-788-9041 ext. 6740
780-675-6740

cshdsup@athabascau.ca
Resolution of problem 1 business day
(if no referral needed)
Referral of problem 1 business day
Follow-up referral weekly

Faculty of Business Online Student Support

Service Standard Contact (If Standard Not Met)
Student Support Centre - acknowledge/ resolve/ refer query 1 business day Manager Student Support Services, Faculty of Business 1-800-788-9041
ext. 6464
780-675-6464
business-support@athabascau.ca

Web Assistance

Service Standard Contact (If Standard Not Met)
Response from Webmaster 2 business days Coordinator, Web Services, Advancement 1-800-788-9041 ext. 7321 web_services@athabascau.ca

Updated October 31 2013