Case In Point Customer Resolution
Any customer who wishes to submit a complaint or give feedback can refer to Case In Point’s website. This is a clear, easy to use communication channel which appears as the website is opened.
Case In Point Consulting’s Remediation Process:
It is the policy of Case In Point Consulting to strive to improve customer satisfaction by providing a timely and accurate response to complaints and view complaints as an opportunity to improve program service delivery issues.
The purpose of the Complaint Resolution Policy is to promptly and effectively address program and service delivery concerns raised by members of the public.
The policy will assist to provide excellent service to the public and contribute to the continuous improvement of municipal operations. Case In Point Consulting strives to increase customer satisfaction by:
COMPLAINT DEFFINITION & APPLICABILITY
A complaint is an expression of dissatisfaction related to a contradiction policies or procedures
related to municipal programs, services, facilities or staff members, where a member of the public believes that Case In Point Consulting has not provided a service experience to the customer’s satisfaction at the point of service delivery and where a response or resolution is expected.
Anonymous complaints cannot be addressed. In order to resolve a complaint, Case In Point Consulting requires the complainant’s personal information including name and contact information.
A complaint is distinct from:
All employees should have a clear understanding of how complaints are handled.
COMPLAINT ADMINISTRATION PROCEDURE
It is the responsibility of the complainant to attempt to resolve concerns by dealing with the applicable employee(s) or immediate supervisor directly involved with the issue, where appropriate.
It is the responsibility of all employees to attempt to resolve issues or concerns before they become complaints and to identify opportunities to improve services where deficiencies are noted.
During this phase, the team will:
The Director, or designate, of the applicable department, shall conduct an investigation into the nature of the complaint.
The designated investigator shall review the issues identified by the complainant, and in so doing they may identify actions that may be taken to address the complaint or to improve operations.
After receipt of the complaint, the designated investigator shall make a determination as to the validity of the complaint (determine that the complaint was valid, not valid, valid in part, vexatious, or unfounded). The designated investigator shall determine the appropriate resolution which may include initiating changes to procedure, initiating the progressive disciplinary process or any other suitable resolution as may be appropriate in the circumstances. A written response will be provided to the complainant and shall include whether or not the complaint was substantiated with reasons for the decision and any actions the employee has or will take as a result. Details of the information provided may include the following:
If the complaint is complex, the response provided may identify a need for additional time.
Justification and an estimated timeline will be provided within this correspondence.