Alert: Effective Wednesday, March 18, 2020, Ryerson University will be shifting to an essential services model on our campus. To view information about this and other important school-wide updates, please visit the Ryerson COVID-19 page. If you are a current student and would like to reach us at the ServiceHub, please visit our ServiceHub Contact page.
Contacting the ServiceHub
The confidentiality and privacy of applicants and students is maintained in accordance with the Freedom of Information and Protection of Privacy Act (FIPPA), which requires that staff communicate only with applicants and students, unless they have provided express permission to others. Therefore, before accessing an applicant or student’s record, ServiceHub staff must verify the identity of the client.
Identity of clients may be verified in the following ways:
- Chat: Ask a number of personal identification questions
- Email: Email from student’s Ryerson email address, or applicant’s address on record
- In Person: Ryerson OneCard or valid government issued photo identification
- Social media: Not applicable - see below for details
- Telephone: Ask a number of personal identification questions
If the identification of the client cannot be verified, the ServiceHub staff is unable to access or discuss applicant and student records. However, general information may be shared.
A transcript of the ServiceHub chat is available for download by the client at the end of the chat. When prompted to download the chat, select “Yes” to download a transcript of the chat. Note, that the download feature may not be compatible with all web browsers and computers.
A transcript of the chat is saved for a period of 30 days. ServiceHub management has access to transcripts, which may be used for coaching and training, quality assurance, and to follow-up on client feedback. Additionally, technical support staff may have access to transcripts.
Emails sent to the ServiceHub general email accounts are archived. ServiceHub staff and management have access to emails. ServiceHub staff may access archived emails in order to provide informed and quality service, and managers may access for coaching and training, quality assurance, and to follow-up on client feedback.
A record of ticketed services is kept on file for a minimum period of one year. The name of the client, student number, services selected, and, if applicable, general notes on the nature of the visit is recorded. Additionally, information on day and time of the arrival, wait time and length of visit is recorded.
ServiceHub staff may access archived tickets in order to provide informed and quality service, and managers may access for quality assurance and reporting purposes. Additionally, technical support staff may have access.
Interaction history with the RUServiceHub and WhyRyerson social media accounts (i.e. Instagram, Facebook and Twitter) are saved on the associated accounts and platforms. These accounts are only used to provide general information. Information regarding applicant or student records is not shared through social media, and questions should be directed to an appropriate service channel.
Telephone calls made to the ServiceHub call centre, 416-979-5036, as well as internal transfers to the call centre are recorded and saved for a minimum period of one year. Callers are informed when their call is being transferred to an agent, that their call is being recorded.
ServiceHub management has access to recordings, which may be used for coaching and training, quality assurance, and to follow up on client feedback. Additionally technical support staff may have access.