Student Problem Resolution Process

Students standing outside

What do you do if you have a concern regarding your financial aid?

  • OSAP uses standard assessment criteria in the assessment of OSAP eligibility.  There are certain student, spousal and parental situations that can be reviewed by the Student Awards and Financial Office on an exception basis. Please note that not all exceptions can be considered but to find out about the circumstances which can be considered, students can visit our OSAP Appeal Information page.
  • Go to: OSAP Appeal Information
  • Appeal/Review outlines are listed by category. Student must pay close attention to which student status the review applies to and the conditions which must exist for that appeal/review to be considered.  If a student determines that there is no standard appeal/review option that covers their situation, they should provide an initial letter to the attention of the Financial Aid Administrator outlining their situation or they can contact the Student Awards & Financial Aid Office to arrange for an appointment to discuss their situation. The student would then be provided instructions as to how they may go about having their situation reviewed if appropriate.

Eligibility for the above noted programs is based on a student’s OSAP eligibility.  If a student has been denied funding through the University of Windsor In-Course Bursary program, a student may appeal their denial by providing a letter of explanation/rationale as to any extenuating circumstances that they may have requiring a further review of their eligibility. Any requests for a further review should be accompanied by supporting documentation. A student’s cover letter must clearly identify the program that they are requesting a review of their eligibility for, must be clearly written, and must be signed by the student and dated.

Appeal Outline for In-Course Bursary Denial

If a student has concerns regarding the level of service that have they received from any member of the Student Awards & Financial Aid Office staff, their concerns may be noted in writing and forwarded to the Director in the Student Awards & Financial Aid Office. A student’s letter of concern must contain the following information:

  • Date that the incident took place (and approximate time if possible);
  • Name of staff person (if known);
  • The situation that was being discussed or addressed by the student and staff;
  • The nature of the student concern;
  • Letter must be signed by the student and dated;
  • Appropriate return address in order to direct a response.

If a student does not wish to address their concern to the Director, Student Awards & Financial Aid, the student may direct their concern as outlined above to:

Gillian Heisz
Associate Vice-President, Financial Reporting And Accounting

Room 418A Chrysler Hall Tower

Dr. Phebe Lam
Acting Associate Vice President, Office of Student Experience

Room 117 CAW Student Centre

A student may request a copy of information that they have provided contained within their OSAP, bursary or work study file, provided that there is no third party reference material. A student may also request any other documentation contained within their file that is specific to their dealings with the Student Awards & Financial Aid Office.  Requests must be made in writing, must be signed and dated by the student with the appropriate reference information.  If it is determined that the Student Awards & Financial Aid Office staff are unable to satisfy a student’s request for information, the student may contact the Freedom of Information and Protection of Privacy Office:

Mr. Richard Taylor
Information and Privacy Coordinator

Room 1165 Chrysler Hall North

SERVICES AVAILABLE:

You may reach our office at: (519) 253-3000 Ext. 3300

Service effective March 28, 2022:
Monday, Tuesday & Friday: 1:00 p.m. - 4:00 p.m.
Wednesday & Thursday: 9:00 a.m. - 12:00 p.m.; 2:00 p.m. - 4:00 p.m.

Please direct your initial question to ask.uwindsor.ca as there may be a knowledge base article that may answer your question.

In order to better assist you, always please include your UWindsor Student Number in your communications.

Students should complete their UWinAward Student Application/Profile via UWinsite Student > Student Homepage > Award Profile to be matched with eligible funding opportunities.

Additional Information for Domestic Students who are experiencing financial hardship.

Additional Information for International Students who are experiencing financial hardship.

Documents may be faxed, sent as an attachment through ask.uwindsor.ca, placed in our drop-box located in the lobby of CHT or mailed to:

Student Awards & Financial Aid
University of Windsor
401 Sunset Ave. CHT Room 102
Windsor, ON N9B 3P4

Fax: (519) 973-7087

Submit a service request with an attachment: https://ask.uwindsor.ca/

Email: ask@uwindsor.ca

To visit the Student Awards & Financial Aid Office, the following steps MUST be taken:

Effective May 1, 2022, steps 1), 2) and 5) are optional.  Masks however, must still be worn at all times.

(Optional) 1) Complete the Safe Lancer App to receive your Green Approved Badge.  For additional information on the protocols that are in place to visit the campus in person, click here.  Information on the 'Return to Campus' procedures and 'Vaccination Policy' can be found on the University of Windsor website https://www.uwindsor.ca/returntocampus/.  If you do not have a Green Badge, you can't visit us in person and you will need to address your issue using one of our remote services available.  

(Optional) 2) Proceed to campus only if you have completed the Safe Lancer App and have an APPROVED badge.  Access to Chrysler Hall Tower is available by entering through the NORTH doors of Chyrsler Hall North, facing the Leddy Library parking lot or, with a student id access card, via the main doors to Chrysler Hall Tower, on Monday - Thursday, between the hours of 9:00 a.m. - 4:00 p.m.

3) Remember, students may drop off documents in our drop-box located in the lobby of Chrylser Hall Tower and do not need to get in the queue to complete this task.

4) Be sure that you have government issued photo ID or your UWIN ID card.  We will not be able to serve you in person if you don't have proper identification.

(Optional) 5) Once you are cleared to visit the campus, scan the QR Code below using a mobile device or click on the QR code. Use our queing system to register and to place yourself in our virtual line in order to visit the office for in-person service related to your government financial aid file, scholarships or bursaries.  We are available for in-person service during the following hours:

SAFA Service Hours

 Monday  1:00PM - 4:00PM
 Tuesday  1:00PM - 4:00PM
 Wednesday   9:00AM - 4:00PM
 Thursday  9:00AM - 4:00PM
 Friday   1:00PM - 4:00PM

 

To enter our in-person service queue with the Student Awards or the Financial Aid office, please scan this QR Code or click if using a mobile device:

If you feel that you need to talk to someone about your situation, please take the following steps:

1)  Try asking your question using https://ask.uwindsor.ca.  We have many knowledge base articles that might be able to assit you with you question.

2) Log in to https://ask.uwindsor.ca to submit a service request and a Student Awards or Financial Aid Representative will respond to your inquiry as soon as possible.

3) Call our office during our phone service hours.  A Student Award or Financial Aid Representative may be able to resolve your issue over the phone.

4) If options 1) through 3) do not resolve your issue, through option 2) or 3), we will schedule you a virtual Teams meeting/appointment with a Student Awards or Financial Aid Specialist for a time that is mutually convenient.

 

UWinAward Profile/Application Support

Here is the schedule for our virtual drop-in sessions available for students who require assistance with their UWinAward Profile/Application for bursary and scholarship applications.

Important Notes:

  • We will attempt to return messages and service requests within 2 business days where possible.  In September, January & May however, our response time may be closer to 7-10 business days.

  • Please do not leave/send multiple messages/emails as this will delay our response time.