PRIVACY

We respect our customers' right to privacy, as required under provincial and federal legislation regarding flight and post-secondary training, and as is consistent with strong ethical and corporate practices.

If you are contacting us regarding a student (customer)

For individuals over the age of majority (19 yrs) we cannot provide any information regarding them, including acknowledgement that they are a customer, without their written consent. If you wish to have a consent form filled out, you must contact the individual you are enquiring about directly (the customer) and ask them to obtain the Consent to Release Information form from our Office Administrator.

Students Under the Age of Majority (<19 yrs) we are able to provide customer information once we have confirmed that the person enquiring has a just cause to know such information.  This means that enquiries will be restricted to parents/guardians listed on the appropriate program application form or contract. You can ask your student to obtain a Consent to Release Information form from our Office Administrator if you wish to be added to his or her list of authorized persons for information.

What to expect if you call us

• The person answering the phone will not be able to acknowledge any information regarding the individual you are enquiring about, including whether he/she is even a customer.  You will be asked for your contact information and the name of person you are calling about.
• When time permits, we will investigate whether the individual has a customer file indicating authorization to discuss anything with you.
• If authorization has not been granted, there will be no further action on our part.
• If authorization has been granted, the customer you have enquired about will be contacted by one of our staff members to see if they can address the issue with you first.
• If the customer states to us that they cannot address the issue directly with you, we will call you back to answer questions you may have.

What to expect if you email us

You will receive an emailed link to this web page to understand our process.

• When time permits, we will investigate whether the individual has a customer file indicating authorization to discuss anything with you.
• If authorization has not been granted, there will be no further action on our part.
• If authorization has been granted, the customer you have enquired about will be contacted by one of our staff members to see if they can address the issue with you first.
• If the customer states to us that they cannot address the issue directly with you, we will contact you to answer questions you may have.

What to expect if arrive at our facility to enquire in person

• You will be referred to this policy page on our web site.
• You will be asked for your contact information and the name of person you are calling about.
• When time permits, we will investigate whether the individual has a customer file indicating authorization to discuss anything with you.
• If authorization has not been granted, there will be no further action on our part.
• If authorization has been granted, the customer you have enquired about will be contacted by one of our staff members to see if they can address the issue with you first.
• If the customer states to us that they cannot address the issue directly with you, we will contact you to answer questions you may have.

NOTE: While we endeavor to provide timely responses,  the nature of these enquiries and the necessary processes involved means that the timeframe for any responses will depend on the current workload priority of our staff, the ability to successfully contact the customer in question, and the time required to review any materials (training records, progress reports, student files, etc.) needed to answer the question appropriately.

Additional points of interest regarding these processes

• Although we encourage you as parents, guardians or sponsors to remain an active participant in monitoring the progress of your student, this is expected to be done primarily between yourself and your student.
• Students are encouraged to ask for a statement of account each month to ensure items have been billed appropriately and they are aware of their progress and costs.
• Students receive feedback prior to, during, and after each lesson, outlining their strengths, weaknesses and any additional studying or preparation needed for the next lesson. 
• Students have a Pilot Training Record (PTR) they must complete after each flight.  This record also has comments entered after most dual flights by the instructor; the student has access to this training feedback continually throughout his/her program.
• Students are responsible for keeping consent information up to date on their own.  If a student starts a program at 18 yrs of age, but turns 19 yrs while in training, it is his or her responsibility to sign a Consent to Release Information form if desired.
• Due to obvious workload and time constraints, we will not provide ongoing reporting (ie. weekly updates, calls when issues develop, etc.) back to anyone other than the student, and only as dictated by common training practices.