Student Financial Services is located in the Welcome Centre, Kitchener - Doon campus.

Contact us by email:

Hours of operation

Our office hours are Monday through Friday from 8:30 a.m to 4:30 p.m.

Customer service standards

  • We treat you with courtesy, dignity and respect.
  • We comply with all policies and regulations governing the delivery of financial aid.
  • We ensure our services are accessible.
  • We are knowledgeable in our profession in order to provide sound advice.

We deliver timely and efficient service*

  • Response time for emails and mail: one to three business days
  • In-person visits: 20-30 minutes average wait time
  • Process ministry forms (such as OSAP): three to seven business days
  • Financial aid officer authority reviews, appeals academic probation: five to ten business days
  • Government authority reviews: mailed within 5 days, response from ministry four to twelve weeks
  • Government bursaries: two to four weeks
  • Competitive awards, Scholarship and bursaries: six weeks from deadline
  • Continuing education bursaries: three weeks
  • Emergency assistance: three business days

* These standards may increase during peak periods.

To meet these standards, we require:

  • For OSAP inquiries: one piece of government-issued photo identification
  • For password resets and part-time loan pick up: one piece of government-issued photo identification plus, proof of Social Insurance Number (SIN):
    • SIN card or
    • SIN confirmation letter issued by Service Canada
  • Submission of complete and accurate documents
  • Your awareness of the terms and conditions of your OSAP agreement