Complaints Policy
Purpose: The purpose of this policy is to ensure that complaints are handled fairly, consistently, and promptly.
Scope: This policy applies to all clients, customers, employees, and stakeholders.
Policy Statement: We are committed to providing a high level of service to everyone. However, if anyone is dissatisfied with our services or actions, we encourage them to raise the issue. We are committed to resolving all complaints efficiently and with respect.
Complaints Procedure
- How to make a complaint – Complaints can be made in person, by phone, email or in writing. Provide details such as the nature of the complaint, any relevant documents, and preferred resolution.
- Acknowledgment – Complaints will be acknowledged within 5 business days. We will provide an outline of how the complaint will be handled and the expected timeframe for resolution.
- Investigation – A designated individual or team will investigate the complaint. The investigation will include gathering facts, interviewing relevant parties, and reviewing any supporting documents.
- Resolution – A resolution will be offered within 10 business days of receiving the complaint. If additional time is needed, the complainant will be informed.
- Response – The complainant will be informed of the outcome and any actions taken in response to the complaint. Where appropriate, we will offer a remedy such as an apology, refund, or corrective action.
- Appeals Process – If the complainant is unsatisfied with the resolution, they may request a review or appeal. Appeals must be submitted within 10 business days of receiving the outcome.
- Confidentiality – All complaints and related information will be handled confidentially. Only those involved in the investigation or resolution of the complaint will have access to the details.
- Continuous improvement – Complaints will be reviewed regularly to identify any trends or areas for improvement in our services or policies.
- Record Keeping – A log of all complaints, investigations, and resolutions will be maintained for 2 years for accountability and monitoring purposes.
