Customer Service Accessibility Policy

Policy Statement

The Manitoba Conservatory of Music & Arts (MCMA) is committed to complying with the Accessibility Standard for Customer Service under The Accessibility for Manitobans Act.  The MCMA believes in inclusion, value diversity, and recognizes the importance of improving access and removing barriers for students, the public, volunteers and employees.  If a barrier to accessing our services cannot be removed, we shall seek to find alternative measures.

Information and Communication

When providing information to, or communicating with, a person with a disability, the MCMA will provide, on request, the information and communication in an accessible format or with a communication support.  The MCMA will provide the information in a timely manner that takes into account the person’s disability.

To meet communication needs, when appropriate the MCMA will offer to communicate in different ways, such as writing things down, reading things out loud, and taking extra time to explain things. We also keep paper and pens available to write things down, offer a chair when longer conversations are needed, or offer a quieter space to sit down to engage with someone using a wheelchair.

Customer Service

The MCMA will strive to provide barrier-free access to services that accommodates the needs of its customers including students. The MCMA will recognize and support members of the public who use assistive devices, support person or service animals.

In the event that an accessibility feature if temporarily unavailable, the MCMA will notify the public by putting up signage or posting the information online including how long the feature will be unavailable and if there are alternative ways to access services in the meantime.

The MCMA welcomes and responds promptly to feedback we receive on the accessibility of our services. We invite feedback by visiting our reception desk or contact us by phone or email.  All feedback is directed to Senior Management who determines what action, if any, should occur.  If the feedback requires the MCMA to follow-up, the person is notified that the request is being reviewed and when they can expect a response.

 Training

The MCMA provides the required training on accessible customer service to its employees. Training covers topics such as:

• How to interact and communicate with people who face barriers to accessing goods and services, use assistive devices, are assisted by a support person and/or are assisted by a service animal.
• How to use any equipment or assistive devices that are available on-site.
• An overview of The Accessibility for Manitobans Act, The Human Rights Code (Manitoba), and the Customer Service Standard.

No refunds will be issued for classes missed by the student. You are reserving a specific class time with a faculty member that is held for your convenience each week. Out of courtesy to your teacher, we ask that you notify Student Services by e-mail or telephone if you are going to be absent. An exception will be made for medical reasons.  The student must notify the Conservatory of the illness or injury, and must supply a doctor’s note, within 14 days of notification.

Lessons missed by reason of teacher absence will be made-up or credited.

Individual lessons:  Four lesson weeks written notice must be provided for withdrawal from individual lessons.  Tuition is payable for the duration of the four-week period whether the student attends the classes or not.  A form is available from  Student Services for the student or parent(s) to fill out as notice of withdrawal.  Registration and instalment fees are non-refundable.  Non-Attendance does not constitute notice of withdrawl. Written notice MUST be submitted. 

Group lessons:  Refunds will be issued if a student withdraws with written notice one week prior to the class starting date.  A 10% Processing Fee will be withheld from the refund. Group classes are dependent on achieving minimum enrollment or the class may be cancelled.  If the class is cancelled, the student will receive a full refund.

We want to help you find the best student/teacher combination to ensure the best learning experience possible. A two

week trial period is offered when a new student begins individual lessons at the Conservatory.  During this trial period, the student can request to be transferred to another teacher or withdraw from lessons without providing four weeks notice.  Every attempt will be made to find the best student/teacher match.

Notice of transfer or withdrawal within this trial period must be given in writing at least 48 hours before the next scheduled lesson.  This right can be exercised only once per registered individual in any Academic year.