Standards of Customer Service

Standards of Customer Service

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The Ministry of Training, Colleges and Universities consulted with apprentices and employers to find out more about what you wanted and expected from us in terms of customer service. As a result, we developed standards of customer service for apprentices and journeypersons that tell you what you are going to get, when you will get it and how it will be delivered to you. To tell us how we are doing, contact the toll-free Employment Ontario Hotline at 1-800-387-5656 or contact us at http://www.tcu.gov.on.ca/eng/contact.asp.

Standards of Customer Service for Apprentices.

  • We will mail your Apprenticeship Wallet ID Card within 30 business days of the date we registered your Apprenticeship contract or training agreement.
  • Based on availability of training and your availability to attend school, we will use your registration date and schooling preferences1, to mail you an Offer of Classroom Training on a first-come-first-served basis at least once every 12 months.
  • Knowledgeable and accessible staff are available to provide you the information and support you need, in a clear and understandable way, to participate in and complete your apprenticeship training program.

Standard of Customer Service for Journeypersons.

We will mail your Certificate of Qualification within 20 business days of the date you successfully completed all requirements of your trade certification program, including where applicable, successful completion of the trade examination.

Please note that for services requiring the payment of a fee, if you choose to pay by personal cheque, the mailing of your documents is delayed an additional 10-20 business days as part of the non-sufficient funds clearance process.

Standard of Customer Service for Trade Certification Applicants.

Once you have submitted a complete application2, we will assess it and notify you of the results within 15 business days, including the decision on whether approval is granted to write the certification examination if one is required for your trade or occupation.

Note: Because each applicant's case is unique, the time it takes for you to complete your application may vary. In each case, we will assess your initial application, for completeness and provide feedback as quickly as possible

Standard of Customer Service for Clients Who have Written their Certification Exam.

We will mail your results to you within 10 business days of the date you wrote the examination.

1 Apprentices indicate their willingness and ability to attend classroom training in part by providing the ministry with their schooling preferences (e.g., preferred training delivery agent and/or preferred location, preferred method of training [full-time, part-time, etc.] and preferred time of year for training).

2 A complete application includes all the personal, academic and employment information required to evaluate the application appropriately. Applicants must submit a signed application and provide the documents that support the information included in the application (e.g., proof of time worked and skills learned). Staff follow up with applicants when the documentation provided is incomplete or insufficient.