Why StFX Should Be More Transparent About Additional Fees – No Shows at the Health and Counselling Centre
/With all the fees students pay at StFX, keeping track of them can be overwhelming. It doesn’t help that they are constantly changing – increased here, decreased there, that one doesn’t apply anymore, this one’s new. How are students expected to stay on top of them, especially when StFX isn’t always upfront about what the fee is for and where the money is going?
Take the Health and Counselling Centre, for instance. As many returning students noticed last year, the late fees at the Health and Counselling Centre doubled from $25 to $50. The reasoning for this change was framed as a stronger incentive for students to attend appointments. The Health and Counselling Centre’s website requests that students cancel 24 hours before their scheduled appointment, as “[t]his allows us to offer that space to another student who needs it; please help us in not wasting any of our valuable health care resources.” This is a fair request, as the Centre offers many services and it can sometimes be difficult to get an appointment.
However, it is unfair to put the full responsibility of remembering appointments on students while increasing the penalty for missing them. A higher fee is not the most effective method to incentivize students to remember an appointment. Especially when they may not be aware that they have previously missed an appointment. The no show fee is applied directly to your student account, with no notification from the Health and Counselling Centre being sent to students when they are charged. There is also no block placed on students when they have an outstanding late fee,meaning only students who are diligently checking their account balance will notice if they have been charged.
$50 may not be a lot to some students, but for others, it may be a deterrent to booking an appointment. If they know they struggle to attend appointments and can’t afford to be charged, why would they take that chance? This can be a huge obstacle for students who are struggling with their mental health and are already having a hard time asking for help. Although the fees can be waived for certain extenuating circumstances, this requires students to be aware of a missed appointment and the applied late fee.
Second year student and Community Advisor Hannah Whiting hasn’t been to the Health and Counselling Centre before, but with the nature of her work, she knows how crucial the Centre is. “Everything I’ve heard about [the Centre] is really great. I’ve had friends that have used it and had really good experiences. I like that [the services] are offered here without an extra charge. Yes, we pay for it but it’s not something we have to think about. It’s not like, ‘oh, can I afford to go there this week?’ And if you’re going to have mental health issues, it’s gonna happen when you’re alone with your thoughts in a dorm, so it’s nice that it’s available to everyone who needs it.” Hannah was not aware of the late fees, and after a brief explanation, she said “I don’t love that. I feel like it discourages people. If your mental health is so bad you can’t get out of bed and your first step is making this appointment and you got scared and didn’t want to go, you’re not going to try and rebook again if you’re slapped with a $50 late fee. That kind of takes away from the affordability and access, because if you’re in dire need of help, that’s just another barrier.”
What could a better system look like? Currently, the only reminders are the emails from Pomelo – the online booking system – and no one fully understands how they work. The only confirmed fact is that it doesn’t work very well. Most of the time the email reminders go straight to your junk folder. It’s unclear how to get them sent to your inbox; whether you have to officially register with Pomelo, or just move them out of your junk folder until your email recognizes they’re from a safe sender. Not only are students penalized for missing appointments that they need to remember to book and attend, but there is currently no decent reminder system. To put it even simpler, there is currently next to no responsibility on StFX to ensure that students aren’t missing appointments that they can then be charged for. It’s completely on the students to ensure that they will not be charged $50.
Yes, students also need to be held accountable and encouraged not to waste valuable resources and services. However, there may be better ways to hold people accountable. The system at Saint Mary’s University’s Counselling Centre flags when a student misses two appointments in a row. Before booking another appointment, the student is required to meet with The Counselling Centre Manager to discuss the barriers that student is facing and how the Centre might be able to help. But instead of a system that focuses on supporting its students such as the one used by Saint Mary’s, StFX has decided it is up to the students to ensure that the school cannot charge them yet another fee.
Additionally, the $50 late fee at StFX is charged regardless of who the appointment is with. As common as late fees are, at other healthcare clinics – both on university campuses and off – late fees are in place to supplement some of the income that healthcare providers lose when people miss their appointments. However, most of the healthcare providers at the Health and Counselling Centre,including the counsellors, are paid a salary, and their income is not affected by someone missing an appointment. They get paid regardless, meaning that StFX is making money from the late fees. No other maritime universities have a fee for missed appointments on mental health appointments (aside from a psychiatrist). Dalhousie University’s website, for instance, states that there is “no fee for a missed appointment with our social worker, counsellors, or registered psychologists, but 24 hours' notice is still appreciated for cancelling an appointment”. Dalhousie also specifies the fees for missing specialized appointments; $50 for a doctor, and $250 for a psychiatrist. This is common practice for the other maritime universities, if they have no-show fees at all. StFX is the only maritime university that charges a flat rate fee for missed appointments for every healthcare provider.
Does it track that StFX is finding another excuse to charge students? Yes, but at least if the money is going to the Health and Counselling Centre it’s being put to good use, right? According to information from a source at the Health and Counselling Centre, the $50 late fee actually doesn’t go directly to the Centre or to any of the healthcare providers. The money made from the late fees goes to the Department of Student Life. This means that, in the event of a missed appointment, StFX is charging people twice for a service they did not receive. Whether the money eventually gets reallocated to the Health and Counselling Centre or not, it seems deceptive to claim that the late fees are to help support other students and the Health and Counselling Centre.
This brings up several ethical issues, not the least of which being why StFX isn’t more transparent about what fees students are paying and where the money truly goes. Is it fair to be charging such a large late fee for a mental health appointment? Other universities appear to unanimously agree that it is not. Is it ethical to penalize a student for missing an appointment because of their depression, when the appointment was to help them treat their depression? How is it fair for the university to be charging someone twice for a service? Lastly, and perhaps most importantly, is it not a conflict of interest for StFX to benefit from students missing healthcare appointments?
Fortunately, the Health and Counselling Centre has recognized some of these issues. As of November 1, 2025, the late fee will only be for appointments with the physicians, to better align with the standards set by other university clinics. It will no longer be applied to other appointments, namely mental health appointments. A new text-based reminders system, that works, will be hopefully implemented by November 5. Signs and posters will be posted in the Centre advertising these new changes. The website will also be revised to accurately reflect these new policies. A source from the Health and Counselling Centre also stated that they hope to continue to evaluate the late fees as they consistently strive to better support students and meet them where they’re at while decreasing the amount of no shows.
Why then, is it a topic worthy of debate if the Health and Counselling Centre is actively trying to fix some of these issues? Just because there are steps being taken to implement a better system doesn’t mean that StFX can’t still be held accountable for not being as transparent as they could be. This is not the first time StFX hasn’t been aboveboard about the fees they’re charging students. In 2023-2024, StFX still applied a “Fitness & Recreation Fee”, even though the fitness centre was unusable due to the ongoing renovations.
When asked if she thought StFX should be more transparent about where our fees are going, Hannah stated, “Absolutely. If you’re getting fined for a reason, say it’s in residence, you assume that it’s because of damage, so it’s going back to repaying for whatever was broken. And with Health and Counselling, if I got fined, I would assume it was going back to the Health and Counselling Centre because I missed my appointment.” She also said she agrees that students should try to be more aware of what fees they’re being charged. “I know it’s a greater concern for some than it is for others. And I think it’s important as young adults to know where our money is going, how we’re spending it, and being aware of how our actions affect those around us. Even if it’s $50, for some people that’s a lot of money. For others, it’s a rainy-day fund. But across the board we need to be aware of what’s happening around us and where we’re spending our money.”
At the end of the day, StFX is a business, but if students are paying thousands of dollars for services beyond their education and continuously being charged on top of that, they deserve to know where their money is going. Students need to actively investigate and question the fees they are being charged, and StFX should be a lot more transparent about where these fees go.