Video Calls Policy

Before the appointment:

  1. Make sure your portable device (laptop or tablet) is fully charged or plugged in
  2. Make sure there is no bright light directly behind you.

    During the appointment:

    • Do not move the device around often
    • Use your phone or camera to take photos of the tasks
    • Don’t answer calls or texts unless it is an emergency 
    • Keep in focus with your program until it is finished


    • Laptop / Tablet
    • Excellent quality internet connection and speed
    • Mobile phone for taking photos


    • Skype
    • Zoom
    • Google Hangouts
    • FaceTime

    Technical issues

    The common issues for video conferencing:

    • freezing movements
    • frozen images
    • blurry images
    • delays
    • drop-offs and disconnections
    • weak reception

    The technical issues may be related to the weather conditions, the connection, the software or the equipment we are using.

    If you have a basic internet plan, it may improve the video quality if other wireless devices (ie. mobile phones) are switched off during the video call.

    If problems happen during a video call:

    1. Wave to the camera to show there is an issue
    2. Use chat box to type the conversations
    3. Disconnect and reconnect the video call

    If the problem continues:

    1. Disconnect the video call
    2. Use chat to type the conversation
    3. Check for technical issues first.

    Checking for problems:

    1. Check that the modem is working (sending and receiving)
    2. Turn off other wireless devices that are connected to the modem
    3. Reconnect the video call and try again
    4. Use another software if issues continue to be a problem

    Cancelling a videoconferencing appointment

    If a video call is cancelled due to technical problems, the appointment will have to be rescheduled to the next available time.