SIMAC’s complaint management process is designed to do the following:
Deliver Efficient Customer Service - Ensure that every complaint or inquiry is handled with care and in a timely manner.
Increase Customer Loyalty - Impress customers with a consistently positive experience, even in the case of customer complaints.
Close the Loop - Involve department managers and staff in the resolution process, determine root causes and implement solutions.
Improve Internal Procedures and Identify Training Opportunities – Analyze complaint information to identify areas for improvement in customer service, quality and productivity.
Share Information - A common database enables access across company departments and regular reports ensure that teams are aware of our service strengths and challenges.
A complaint is defined as a written or verbal statement where someone chooses to formaly express their dissatisfaction in relation to their experience with SIMAC and/or its services through our complaints management process. All complaints meeting this definition are to be logged and managed according to this policy.
SIMAC guarantees that all stakeholders, including personnel and the persons served, are free to file a formal complaint to the Company about any provision of service, policy or behaviour without fear of reprisal, retaliation or interruption of service.
Any person may lodge a formal complaint to SIMAC in the following ways:
Written complaint via letter or email
All complaints received will be addressed by SIMAC staff within two business days.
An annual review of the complaint data will be conducted by senior management and incorporated into the Company’s performance improvement initiatives.
Rights and Responsibilities:
All parties involved in the complaint process have the following rights and responsibilities:
The right to express their opinion without fear of reprisal.
The right to be treated with dignity and respect.
The right to timely resolution.
The right to understand the complaint process.
The right to clear, written communication.
The responsibility to treat all parties with respect and dignity.
The responsibility to act with integrity and be truthful and forthcoming with knowledge in an effort to achieve fair resolution.
The responsibility to give priority to the complaint and follow the timelines involved.
All persons who file a complaint have the right to appeal the final outcome. The goal of the appeal process is to give all parties an opportunity to be heard and discuss options for mutually satisfactory resolution. In the event the Complainant or their representative have suggested or threatened that legal action against the Company in relation to the complaint, the Company, on the advice of its legal representative, may opt to forego the appeals process, pending litigation.
A Notice of Intent to Appeal must be provided to the CEO within three business days of the final complaint resolution. The Notice of Intent to Appeal form is available from SIMAC personnel in hard copy, or via fax or email.
An Appeal Meeting must be scheduled within five business days of the receipt of a Notice of Intent to Appeal, or at the earliest possible date convenient to the Complainant.
The Complainant and the Company maintain the right to be accompanied at the Appeal Meeting by a representative of their choosing. This includes, but is not limited to a co-worker/colleague, a family member, or a legal rep.
The Complainant must advise the Company of their intent to have a representative present at the Appeal Meeting, in writing, when submitting their Notice of Intent to Appeal. The name of the representative and relationship (i.e. co-worker, family member, legal rep) must be provided at least three business days before the Appeal Meeting.
The Company may choose to have additional representatives at the Appeal Meeting, without providing notice to the Complainant. This could include, but not be limited to another manager or a legal representative.
Where an appeal requires further investigation, other employees may be called upon, by either the Employer or the Complainant, to act as a witness if they have direct knowledge of the situation. Employees called as witnesses understand that they are expected to provide their understanding of the situation without fear of reprisals.
After the Appeal Meeting, the CEO will provide a decision in writing within three business days, as to whether the original complaint resolution decision stands, is withdrawn or is modified. This decision is final.
Any Complainant wishing further resolution of an unsatisfactory complaint outcome after the appeal process has been exhausted may engage in external resources to seek such resolution.