Information for Students

In-person classes have now switched to online delivery to help stop the spread of COVID-19. This page will be updated regularly to keep students informed with the most up-to-date information regarding resources and frequently asked questions.

Continue checking your NorQuest email and norquest.ca/coronavirus for updates.

How to contact us

Instructors & Program Areas

Need to contact your instructor? Instructor contact information is available in Moodle, or refer to Instructor Contact Information.

Need to contact your program area? See the College Directory for faculty contact information.

Student Services

In-person student services are now available online. Refer to Student Services Contact Information for more information.

Frequently asked questions

Classes, programs, and books

Do I need a student ID card for my spring classes?

No, you do not need to worry about getting an ID card to begin your studies in the spring term. If you need an ID card later in the term for a specific reason, your program area will provide more information.

How do I get my textbooks or other books from the Bookstore?

How can I return my library books on time without getting fined?

Will exams, clinicals, and/or labs continue?

  • All in-person exams are paused until further notice
  • Contact your instructor through Moodle for additional information

I can’t reach my instructor – what do I do?

Instructor contact information is available in Moodle; they may be contacting you there first. You can also refer to Instructor Contact Information.

How do I attend my instructor's live online class?

Watch this video to get an overview of how to get into your live online class.

My practicum is on hold. Will I be able to graduate?

Exams, transcripts, and credentials

Who do I contact if I have questions about my final exams?

Students should contact their instructors directly for questions about final exams.

How do I request my NorQuest transcript?

Email enrolment@norquest.ca and include your student number, legal name, and birthdate.

If you are a current student, you can also request your transcript through your MyQuest account.

I requested a transcript. When will I receive it?

Transcripts are mailed upon request once a week. Please expect five business days to have your transcript processed.

Delays in Canada Post services may extend this timeline.

When will I receive my certificate or diploma?

Credentials will be mailed out once a week, through regular mail service, to your mailing address listed in MyQuest.

Credentials will only be sent after we confirm successful completion of program requirements.

Delays in Canada Post services may extend this timeline.

How do I update my address?

Students can update their address through MyQuest.

Students can also fill out the Request to Correct Personal Information form and email it to enrolment@norquest.ca.

I requested a completion letter, when will I receive it?

Completion letters will be emailed after we confirm successful completion of program requirements.

Delays in Canada Post services may extend this timeline.

My challenge exam was cancelled? When can I re-book?

  • Challenge exams are cancelled indefinitely
  • If you did not write your scheduled challenge exam and require a refund, contact enrolment@norquest.ca
  • Check back here regularly to see when they will be available again

Technology

I am having issues with Moodle or connecting online. Who should I contact?

If you have not used Moodle or are having technology issues, email Computer Commons at computercommons@norquest.ca or call 780.644.6085.

Note: Have your student ID number, home address, and phone number available before contacting the Computer Commons. Email requests must include this information and the account that you will need reset.

How do I attend an online meeting with my instructor or other support services at
NorQuest?

Your NorQuest instructor will email you a link to a secure online meeting. Click on the link to open your meeting in an internet browser.

  • Some features may not be available in the browser. If you have your own computer, you may want to download and install the free app. Download Microsoft Teams.
  • If you have an iPhone, you will be required to download the free Microsoft Office Teams app from the App Store.
  • Make sure to use your NorQuest Student email address when setting up the app.

I’m having trouble accessing my account and need to reset my password – how do I do that?

You may need to have your password reset so you can access your MyQuest, MyMail, and Moodle accounts.

In person: Go to the Computer Commons Help Desk in the Learner Centre. Present your NorQuest student ID card or other valid form government-issued photo identification and the Computer Commons staff will reset your password.

Online: Email Computer Commons at computercommons@norquest.ca or call 780.644.6085.

Note: Have your student ID number, home address, and phone number available before contacting the Computer Commons. Email requests must include this information and the account that you will need reset.

I need access to WiFi

I am having trouble connecting to my online live class.

We recommend you use the Chrome browser. Watch this video for help with microphone or camera issues.

If you are having internet connection issues, you can try unplugging your modem for a full minute and then re-plugging it in. Contact your internet provider if you are unsure how to do this.

How do I get my microphone working?

If you are having trouble with your microphone or cannot hear your instructor, visit help.blackboard.com.

Make sure your microphone is plugged in before you start class. It's best to use your laptop’s built-in microphone if possible.

When you click on the live class link, Ultra will check on your microphone. If it's not working, follow the on-screen suggestions.

What browser should I use for my online class?

What are the minimum technology requirements to be able to study online?

We recommend that you have a stable internet connection, a computer with a minimum of 1 GHz / i3 processor and 4GB of RAM, and a webcam and microphone. Your needs may depend on your program of study; contact your program area to see if there are additional technological and software requirements. It’s also a good idea to have a quiet, distraction-free area where you can study.

I do not have a laptop to study with from home. What do I do?

Inform your instructor and they will look into how NorQuest can support you.

How do I chat in my online live class?

How do I do a presentation in my online live class?

How do I find the recordings for my online classes?

Take care of yourself

What can I do to reduce stress and take care of myself during this time?

Visit Mental Health & COVID for information about self-care, emotional support, community resources, and emergency assistance.

During this time of rapid change what can I do to stay well?

Keep or create a routine for yourself

  • Create a routine in the morning (brush teeth, change clothes, make coffee/tea and have a breakfast)
  • Go to bed at the same time
  • Set out when you will eat, shower, spend time with kids, do school work, etc.

Break tasks into smaller pieces

  • Focus on one small piece at a time

Set daily goals

  • Write out a couple goals you want to accomplish during the day
  • Remember goals should be: S.M.A.R.T:
    • specific
    • measureable
    • achievable
    • realistic
    • timely

Remember to take care of yourself

  • Move - physical movement helps our bodies cope with stress
  • Humour - laughter is great medicine; look for opportunities to laugh (i.e. watch a funny movie, be a little silly)
  • Find virtual ways to connect with friends and family

How can I stay focused?

Check out the Headspace and Smiling Mind apps. Both are available on Apple and Android devices, and offer mindful meditations for wellness, sleep, improving focus, and managing stress. Headspace is free for 10 sessions. Smiling Mind is free and includes activities for all ages.

What is self-care?

How can I exercise when I’m stuck inside my house?

While gyms may be closed, there are ways to stay active indoors.

  • Find reasons to move around your space. Instead of taking all items to a location within your house at one time, break it up so you take more trips and are moving more
  • Plan a movement break. Set an alarm that goes off at a certain time and reminds you to get up and move
  • Try a new type of exercise or activity. YouTube has many “learn to” videos.

There are also many free online workout options available to explore:

Is there information about parenting during this time?

Check out the CASA Centre Web Series for a video on parenting and other important topics to help during this pandemic.

As a guy, do I need to take care of myself?

Everyone needs to take time to care for themselves and we are all made up of different dimensions: physical, emotional, spiritual, social and mental. We each place greater or lesser emphasis on different dimensions. Visit HeadsUpGuys for info and practical ways to manage depression and stress. It includes good ideas on how to stay well.

Where can I speak to someone for free, emotional support?

7 Cups of Tea is a website and mobile app where you can get emotional support from someone at any time for free. It matches students who want to talk with listeners who are caring, trained, and non-judgmental. The 7 Cups app is available in 20 languages, and conversations are text-based and private. Visit 7 Cups of Tea.

Emergency Services

Can NorQuest help me with groceries or other emergency support?

Other

What do I do if I receive a suspicious call, email, or text about COVID-19?

The Canadian Anti-Fraud Centre has reported that there are currently different scams going around, trying to profit from fear, uncertainty, misinformation, and fraudulent job opportunities.

Learn about how you can protect yourself and report these scams at antifraudcentre-centreantifraude.ca

Admissions

Can I apply for the fall 2020 or winter 2021 terms?

Yes! We are accepting and processing applications for programs in upcoming terms

Will programs be delivered in person in the fall 2020 term?

Most classes and services will be offered online in fall 2020. See our fall 2020 campus update for more information.

I’ve been accepted into a program but I’m unable to study for an upcoming term.
What should I do?

How do I book an assessment test?

Once you apply to a post-secondary program and have your login information for your MyMail account, you can book assessment testing through testing@norquest.ca. Assessment testing will be offered online.

If you’ve applied for ESL Intensive program or Academic Upgrading, contact a student navigator at student.navigators@norquest.ca.

Can I get an extension to submit my official documents?

Yes. Our Admissions team is working with students on a case-by-case basis to extend "To Do" list items and transcript submission deadlines. Contact Admissions for more information.

I have applied for Academic Upgrading online anytime courses for a future term.
Can I start sooner?

Who do I contact if I want to make changes to my LINC application or LINC program?

Student Funding and Support

How do I apply for funding for the fall and winter term?

  1. Apply for Alberta Works funding online at Alberta Supports.
  2. Once completed, send an email from your MyMail address to student.navigator@norquest.ca. In the subject line put Online funding completed. Include your full name, student ID #, and if you have applied for full-time or part-time funding in the email.
  3. A training provider form will be emailed to Alberta Works on your behalf.

How do I know if I am eligible for funding?

Email a student navigator at student.navigator@norquest.ca or call 780.644.6130 to find out. You can also request a video chat.

Include your student ID number in the email so we can help you as quick as possible.

Can I delay my funding or NorQuest application to the fall term?

Yes. Email a student navigator at student.navigator@norquest.ca to request moving your application from spring to fall. You will also need to reapply for funding for the fall term as it would be canceled for the spring term.

Are student loan applications still being processed?

Yes. Students should apply for Alberta Student Aid online. Since employees are working from home, processing paper applications is taking longer than usual.

How does COVID-19 affect my student loans if I’m a resident of Alberta?

All student loan repayments and interest charges have been paused for six months as of March 30, 2020. This benefit is automatically applied for both students in good standing and those in collections.

How does COVID-19 affect my student loans if I’m not a resident of Alberta?

Where can I get more information about my federal student loan?

What should I do if I have a scholarship, bursary, or award and I am unable to continue my studies?

Will I still be eligible for Alberta Works funding while completing courses online?

Students who are currently receiving Alberta Works funding will continue to be eligible for funding while doing online courses.

Tuition, fees, and refunds

I am currently unable to pay my tuition deposit. What can I do?

Contact Admissions to discuss options for an extension on your tuition deposit deadline.

Can I get a refund for a paid tuition deposit or prepaid tuition fees?

Application fees remain non-refundable and non-transferable.

Refund requests will be considered on a case-by-case basis for spring or fall terms. Contact Admissions with details about your situation for further discussion.

Learning Online

What are my options to learn online?

NorQuest College offers two ways for you to learn online:

  • Real-time: learning with your instructor and classmates at a scheduled time.
  • Anytime: learning at a time you choose.

Which online option is most similar to in-person learning?

Real-time learning is the closest option to in-person learning. The only difference is you are learning online versus coming to campus for class. In real-time, you can see your instructor and classmates, ask questions, and actively participate in the class, just like you could in an in-person class.

If I register for online anytime learning, when does my course start and end?

It depends. Some courses have specific start and end dates. Other courses (called “Open Entry/Open Exit” courses) let you choose your start date, and then your course end date is calculated based on your start date.

What’s it like to learn online?

Watch this video featuring a NorQuest instructor to get a glimpse of online learning at NorQuest.

If I register for online classes, will I have less support from my instructor than I would get in person?

Whether you choose real time or anytime learning, you will have as much support from your instructor as you would if you were studying in person.

  • For real-time learning, you can ask your instructor questions through live class sessions.
  • For anytime learning, you can receive online support from your instructor.

For both real-time and anytime learning, instructors are also available through email or by an online appointment during office hours.

Does learning online mean I can’t get tutorial or academic support services?

No. You still can get tutorial and/or academic support services. More than 15 services are available online to help you succeed. Contact a service area to book your online appointment.

I am an Academic Upgrading or ESL student. If I choose to study online, will I still receive government funding?

What are the minimum technology requirements to be able to study online?

We recommend that you have a stable internet connection, a computer with a minimum of 1 GHz / i3 processor and 4GB of RAM, and a webcam and microphone. Your needs may depend on your program of study; contact your program area to see if there are additional technological and software requirements. It’s also a good idea to have a quiet, distraction-free area where you can study.

All of our services have moved online.

For questions, contact international@norquest.ca.

Spring term and Post-Graduation Work Permit

How will online learning interfere with my ability to receive a post-graduation work permit (PGWP)?

Due to COVID-19, Immigration, Refugees, and Citizenship Canada (IRCC) has indicated moving to online studies will not interfere with the Post-Graduation Work Permit (PGWP) eligibility. This only applies to international students who would normally be eligible for a PGWP.

The IRCC may require students to provide a letter from the college explaining these circumstances. Program areas will provide students with formal confirmation, explaining how COVID-19 affected students’ enrolment within their programs. Students should include this explanation with their PGWP application.

Will dropping to part-time status affect my eligibility for PGWP?

It depends. If changes to your enrolment status were initiated by your program area, and occurred because of COVID-19, you are allowed to be part-time in the Spring/Summer 2020 term. You would still need to self-register for all courses available for your program.

However, if your drop to part-time status is self-initiated (that is, you voluntarily dropped courses or took a break from studies without authorization from your program area), this will affect your eligibility for the PGWP.

Note: Save all communications you receive from your program area explaining any changes to your program because of COVID-19. Include these communications with your application for the PGWP.

If I drop the spring 2020 term, will this affect my ability to receive a PGWP once I complete studies? Can I work full-time during this time?

Full-time work eligibility depends on whether or not a scheduled program break is occurring. If you have taken a voluntary break in your studies (and it is not a break scheduled by NorQuest), working is not allowed. Contact a student navigator at student.navigators@norquest.ca to confirm if the spring term is necessary for your program.

  • If spring term is necessary, and you voluntarily drop courses during this term, you will lose your eligibility to work. This may also affect your eligibility for a PGWP.
  • If spring term is not necessary for your program, and if IRCC authorized you to work, you may work full time during this break without any impact on your eligibility for a PGWP.

For questions, email an international student advisor.

I am scheduled to begin studies in May. What should I do?

If you are not in Canada and were not yet approved for a study permit before March 18, 2020, you can Contact Admissions to defer your start term to fall 2020. In your email, indicate that you are overseas without a study permit.

  • If you have a study permit, or have been approved for a study permit for a program starting in May, but you cannot travel to Canada at this time because of travel restrictions, you can begin and complete up to 50% of your program online from outside Canada, while waiting to study to Canada. IRCC has confirmed that this will not affect your eligibility for a PGWP.

If you are not in Canada and were approved for a study permit before March 18, 2020, you will be allowed into Canada if you do not exhibit COVID-19 symptoms. According to IRCC, expect to:

  • complete necessary health checks before boarding your flight to Canada
  • be checked again for COVID-19 symptoms upon your arrival in Canada
  • be required to self-isolate for 14 days thereafter

Continue to check the IRCC website for daily updates.

If you are already in Canada, you can start your program online. Programs starting in May will be delivered online only. The Canadian government has indicated moving to online studies will not interfere with your PGWP eligibility.

For more information on travel restrictions put in place by respective countries, visit IATA Timatic.

Some courses might be cancelled during the spring term. NorQuest College will inform students registered for those courses if they do cancel.

What do I need to know about filing my taxes and is free help available?

The due date for filing 2019 tax returns has been extended to June 1, 2020. Government is also encouraging individuals who expect to receive GST or Canada Child benefits to not delay in filing tax returns. Government is also allowing any new income tax balances due, or instalments, an extension to after August 31, 2020, without interest or penalties. Additional info is available.

The Government of Canada provides free tax clinics. You can also call 211 to inquire about other free tax clinics available in your area.

Where can I find updates from the government during COVID-19?

Application status

Will the processing of my student visa application be delayed due to COVID-19?

Expect processing delays. Check current processing times on the Government of Alberta website.

Make sure you apply for an extension to your current status before it expires and your application is completed correctly. By applying before the expiry date, you may remain in Canada until a decision by IRCC is made.

Will applications submitted outside of Canada be denied due to the current travel
restrictions?

No. Applications are processed based on Government of Canada standards. Travel restrictions may temporarily delay your ability to cross the Canadian border but they do not affect your eligibility for a visa if standards and met and completed on time.

My status in Canada is about to expire. What should I do?

We encourage you to apply for an extension of status to maintain your temporary resident status in Canada. By applying before the expiry date, you may remain in Canada until a decision by IRCC is made.

I am in my home country and currently cannot return to Canada. What should I do?

If you were already completing a program at NorQuest College when the COVID-19 pandemic began, you can continue your program online. Contact your instructors if you need help.

If you have not yet started your program and were approved for a study permit before March 18, 2020, you will be allowed into Canada. According to IRCC, expect to:

  • complete necessary health checks before boarding your flight to Canada
  • be checked again for COVID-19 symptoms upon your arrival in Canada
  • be required to self-isolate for 14 days thereafter

Continue to check the IRCC website for daily updates.

Admissions

Do I still need to mail my official transcripts to NorQuest’s Admissions Office for my application to be considered complete?

Yes, your official transcripts need to be mailed to NorQuest College directly from the issuing institution. If it is difficult to mail your transcripts due to COVID-19, Contact Admissions. Include details about how the pandemic is interfering with your ability to mail your official transcripts.

My high school or post-secondary institution back home is closed due to COVID-19, so I cannot have transcripts mailed to NorQuest. Can I receive an extension from NorQuest to mail my transcripts?

Contact Admissions to request an extension to mail your transcripts. Ensure you include details explaining the closure of your home institution due to the COVID-19 pandemic.

If an English language proficiency (ELP) testing centre is closed due to COVID-19, will NorQuest College accept other ELP test results?

Will there be any disruption in processing offer letters for the upcoming terms?

The Admissions team prioritizes applications for the upcoming term (Spring) over future terms (Fall and Winter), and processes applications based on the date on which your transcripts or other requirements were received.

Current estimated processing times from the date your transcripts were received are up to one week. Visit Applying to NorQuest for more information.

Is my spot at NorQuest still confirmed if I did not pay my deposit?

No. Your spot in a program is not confirmed until you have made a tuition deposit, even if you have received an extension. We cannot confirm a spot for an applicant until the deposit has been paid.

Working in Canada

Can I work full time?

The Government of Canada has temporarily removed restrictions on work hours for international students who work in essential services or functions in Canada. To verify whether your work is considered an essential service or function, refer to the Guide on Essential Services and Functions in Canada During the COVID-19 Pandemic.

International students working in essential services or functions can work more than 20 hours per week if they are:

  • a study permit holder in an academic session
  • eligible to work off campus, and
  • providing an essential service

For all other work areas that do not fall under these exemptions, the rules for international students to work remain the same: full-time students currently completing a program that leads to a diploma, degree, or certificate can only work up to 20 hours per week (off campus), full-time during regularly scheduled breaks, and only if your study permit authorizes you to do so. For questions, contact international@norquest.ca.

I was laid off from work due to COVID-19. Can I apply for employment insurance (EI)?

Yes, international students may receive EI if they meet all eligibility criteria. For questions regarding EI, parental or compassionate care and family caregiver benefits, international students should contact the EI Call Centre at 1.800.206.7218.

Note: You may be eligible to receive either EI or the Canada Emergency Response Benefit (CERB), but not both. If you have already applied for EI, you do not need to apply for CERB; you will be automatically considered for CERB in case you are not eligible for EI.

 

If I leave Canada, will I be able to return?

Emergency Services

Can I apply for the Canada Emergency Response Benefit (CERB)

According to the Government of Canada, "To be eligible for the Canada Emergency Response Benefit, you must reside in Canada and have a valid Social Insurance Number. Workers who are not Canadian citizens or permanent residents – including temporary foreign workers and international students – may be eligible to receive the benefit if they meet the other eligibility requirements."

International students may obtain additional information and answers to their questions about associated benefits by calling 1.833.966.2099.

Can I receive free medical assistance for COVID 19?

Alberta Health Services will extend health coverage for international students for up to 90 days or until they leave Alberta, whether they have health insurance coverage or not.

To receive the extension, call 780.427.1432 in the Edmonton area or call toll-free 310.0000 or visit the Government of Alberta website.