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Parent Resources

Frequently Asked Questions

How do we get started? Here is the process.

Step 1

Call the Centre for an Intake Interview

780-434-3698

Step 2

Schedule Sessions

Step 3

Create Learner Profile with Staff

Step 4

Start Sessions

Step 5

Monitor Progress

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Scheduling Appointments

What is a regular or standing appointment?

During the school term (September to June) students receiving one on one support have regular or standing appointments. This means they see a teacher on the same day and at the same time every week, excluding statutory holidays or during periods when the Centre is closed.

During the school term (September to June) students receiving one to one support have regular or standing appointments. This means they see a teacher on the same day and at the same time every week, excluding statutory holidays or during periods when the Centre is closed.

How long is an appointment?

Typically an appointment is 60 minutes. Accommodations are sometimes made when attention is an issue (45 minutes), or when a student requires more time to complete a lesson (90 minutes).

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If we change the appointment time, can we keep the same teacher?

It depends. Most of our teachers work part time and on specific days. If you want to change your regular appointment to another day, it may be a day your child’s teacher does not work or at a time they are scheduled with another student. We will always do our best to accommodate your needs. If you need to change days, please let us know as far in advance as possible.

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When is the Centre open?

During the school term, the Centre is open Monday through Saturday. During July and August, the Centre is open Monday through Thursday. We are closed on all Statutory Holidays.

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Are appointments cancelled on statutory and school holidays?

Appointments are cancelled on Statutory Holidays. We are open during Spring Break and Teachers Conventions. We close the Saturday before Christmas and reopen the Saturday before students go back to school.

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Will a student get the same standing appointment from year to year?

It is not an automatic process. In Spring of each year, existing clients are asked if they want to reserve their regular appointment time for the next school year.

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Cancelling Appointments

What happens if we cancel at the last minute?

Please let us know as soon as you can that your child is ill, both by email and phone. info@Centre4Literacy.com. voice mail at 780-434-3698. We know that kids get sick, and we appreciate that you may not be able to give us 24 hours’ notice. Our Service Agreement gives you the opportunity to schedule make-up sessions when your child is ill and you need to cancel with short notice.

What happens if we cancel in advance?

If you let us know 24 hours in advance or longer, we will work with you to schedule a make-up appointment. However, you are responsible for contacting the office to schedule make-up appointments. Our Service Agreement stipulates that you must do that within a week of the cancelled appointment.

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Will you call me to reschedule missed appointments?

No. It is your responsibility to contact the Centre to schedule any make-up sessions. We will provide you with up to three possible options for a make-up appointment, doing our very best to meet your needs as a family. We regret we are unable to provide you with credit for the cancelled appointments if one of the three make-up options do not work.

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We missed an appointment. Do we still pay?

Yes, we charge in full for all missed appointments.

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We did not get an email reminder and found out later that we missed an appointment. Do we still pay?

Payment would still be required. As a courtesy to our clients, we have enabled our cloud scheduling program to send out auto email reminders. However, depending upon the sensitivity of different email servers, the auto-reminders may go into spam or be blacklisted. We have no control over this situation.

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When is it best to let the Centre know when we are going on vacation, or have conflicting events?

We appreciate as much notice as possible. However, we need to know about your plans before we issue invoices. That would mean five working days prior to the end of the month preceding the month you plan to take a holiday, or have a conflicting event.

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Payment Options

Where can I find my invoice?

They will be emailed to you.

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Can I set up automatic payments?

Yes. We are set up to automatically charge your credit card. We process payments on the first of the month for that month.

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What forms of payment are accepted? Are there payment plans available?

We accept Visa and MasterCard. We are also set up to receive e-transfers at info@Centre4Literacy.com. We are happy to work with any family that has a need for a payment plan.

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When do I have to pay my bill? How do I get a receipt?

Invoices are due immediately upon receipt. That means they are due on the first of the month. Any accounts aged greater than two weeks (15th of the month) are considered overdue. Late fees are applied to all accounts that are not paid within 15 days of issue.

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Can invoices be split between parents/guardians?

We generate one invoice for each student. We are happy to send the invoice to both parties with a notation on how much each party owes. Separate payments for each parent’s portion can be submitted.

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How was the payment late fee determined?

We charge an amount approximately the same as firms like TELUS or EPCOR.

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Tax Info

Starting in February, receipts are generated on request for all fees that have been paid (received) during the previous calendar year as long as the account is paid in full. Separate receipts are issued for each student in a family who may have received services.

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