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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: 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:

Accessibility Policy

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 (template, letter or form) from a regulated health professional that confirms the person needs the service animal for reasons relating to their disability.

A regulated health professional is defined as a member of one of the following colleges:

  • College of Audiologists and Speech-Language Pathologists of Ontario
  • College of Chiropractors of Ontario
  • College of Nurses of Ontario
  • College of Occupational Therapists of Ontario
  • College of Optometrists of Ontario
  • College of Physicians and Surgeons of Ontario
  • College of Physiotherapists of Ontario
  • College of Psychologists of Ontario
  • College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario

If service animals are prohibited by another law, we will do the following to ensure people with disabilities can access our goods, services or facilities:

  • explain why the animal is excluded
  • discuss with the customer another way of providing goods, services or facilities

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. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.

The notice will be made publicly available in the following ways:

  • Notices will be posted in the classrooms and throughout the building
  • Staff and students will be informed verbally in advance 
  • Messages to staff and students will be posted on the Hansa Portal and via 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 in the following ways:

  1. Talk to the Director
  2. If the Director is unable to help, please email
  3. If your issue is still unresolved, please contact the Languages Canada Board of Directors. Visit:

All feedback, including complaints, will be handled in the following manner:

  1. Feedback will be directed to the Executive Commitee.
  2.  Customers can expect to receive a response in 5 days.

Hansa Language Centre ensures our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.

Documents related to accessible customer service are available at the reception at all Hansa Language Centre locations and on the web at 

Hansa will provide these documents in an accessible format or with communication support, on request. We will consult with the person making the request to determine the suitability of the format or communication support. We will provide the accessible format in a timely manner and at no additional cost.

We have a process for receiving and responding to feedback and the process is accessible to persons with disabilities upon request.

We communicate with people with disabilities in ways that take into account their disability. When asked, we will provide information about our organization and its services, including public safety information, in accessible formats or with communication supports:

  1. in a timely manner, taking into account the person’s accessibility needs due to disability; and
  2. at a cost that is no more than the regular cost charged to other persons.

We will consult with the person making the request in determining the suitability of an accessible format or communication support. If the organization determines that information or communications are unconvertible, the organization shall provide the requestor with:

  1. an explanation as to why the information or communications are unconvertible; and
  2. a summary of the unconvertible information or communications.

We will also meet internationally-recognized Web Content Accessibility Guidelines (WCAG) 2.0 Level AA website requirements in accordance with Ontario’s accessibility laws.

We notify employees, job applicants and the public that accommodations can be made during recruitment and hiring. We notify job applicants when they are individually selected to participate in an assessment or selection process that accommodations are not available upon request. We consult with the applicants and provide or arrange for suitable accommodation.

We notify staff that supports are available for those with disabilities as soon as practicable after they begin their employment. We provide updated information to employees whenever there is a change to existing policies on the provision of job accommodation that take into account an employee’s accessibility needs due to a disability.  

We will consult with employees when arranging for the provision of suitable accommodation in a manner that takes into account the accessibility needs due to disability. We will consult with the person making the request in determining the suitability of an accessible format or communication supports specifically for:

  1. information that is needed in order to perform the employee’s job; and
  2. information that is generally available to employees in the workplace 

Where needed, we will also provide customized emergency information to help an employee with a disability during an emergency. With the employee’s consent, we will provide workplace emergency information to a designated person who is providing assistance to that employee during an emergency.

We will provide the information as soon as practicable after we become aware of the need for accommodation due to the employee’s disability.

We will review the individualized workplace emergency response information:

  1. when the employee moves to a different location in the organization;
  2. when the employee’s overall accommodations needs or plans are reviewed; and
  3. when the employer reviews its general emergency response policies.

Any policies of this organization that do not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.

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 from IRCC will be required, to show the student's visa application was refused.
  • If written notice of withdrawal is received prior to the scheduled start date of the course and no visa rejection letter is provided, Hansa Language Centre Inc. will refund the fees paid minus the registration fee, bank or credit card charges incurred, and an indemnity of 10% of the course fees.
  • If a written notice of withdrawal is received after the start date of the course, four weeks' notice is required to be eligible for a refund. Only the amount paid for the remaining portion of the original program, four weeks from when the date notice was received, will be refunded. In such a case, however, students will be required to prove that the requirements of their visa will be met and their stay in Canada will be lawful.

Non-attendance, by itself, does not constitute an official withdrawal. Hansa is required to share information with IRCC as a condition of being a designated institution approved under the International Student Program.