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:

POLICY STATEMENT:

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.

 

PURPOSE

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:

  • providing a fair complaint procedure which is clear and easy to use for anyone wishing to make a complaint;
  • providing a timely and accurate response to complaints; and
  • using complaints as an opportunity to improve program and service delivery issues.

 

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:

  • A request for service made on behalf of a citizen for a specific service, or to notify the employee that a scheduled service was not provided on time
  • A general enquiry or specific request for information regarding municipal services
  • An opinion or feedback, comment, or expression of interest in a program or service processes
  • A suggestion or idea submitted by a customer with the aim of improving services, programs or processes

 

APPLICATION

All employees should have a clear understanding of how complaints are handled.

 

COMPLAINT ADMINISTRATION PROCEDURE

Frontline Resolution

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:

  1. Contact the complainant, acknowledging receipt of the complaint.
  2. If needed, clarify the complaint with the complainant obtaining additional detail.
  3. Transfer complaint to the Director of the appropriate department.

Investigation

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.

Decision

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:

  • Overview of complaint
  • Detail of how the investigation was conducted
  • Summary of the facts
  • Outline of the findings
  • Identification of next steps
  • Suggestions of appropriate resolution along with the rational supporting the proposed resolution

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.