We always try our best to provide the optimal client experience. In light of that, it is possible that someone has a concern or complaint that they would like to address with our team. We take all feedback of the client’s experience with the upmost importance.
Filing a complaint
If we are unable to resolve a concern or complaint together, then the complaint can be submitted to our Complaints Officer. This can be completed via email: firstname.lastname@example.org
Please provide the following:
- Telephone number:
- Description of the complaint:
The Complaints Officer is a third party person.
The Complaints Officer will initially investigate the concern or complaint submitted.
After review, the Complaints Officer will send a written response addressing the issue no later than 10 working days after filing the complaint.
This response will contain at least the following information:
- whether the complaint is admissible
- address the concern or complaint
- provide desirable steps that can be taken to resolve any issues
The Complaints Officer can also offer support with this process if necessary. If the complaint is not resolved in a manner satisfactory to the complainant, the Complaints Officer will refer the complainant to The Disputes Committee, which can assist in taking any further steps.