Service Quality Excellence

Service Quality

Service Quality

Accessibility

We will ensure that all clients have access to the resources and supports for which they are eligible.

Responsibility

We will strive to ensure that there is no duplication in the provision of services to our clients. The client will be placed either in the Federal or Provincial stream of programming dependent on which intervention best meets their needs.

Reliability

We will provide well-trained staff who offer timely and up-to-date information and service. Where the issue is beyond our scope, we aim to introduce and refer the client, when appropriate, to alternative sources of advice and support within our community in order to respond to their needs as quickly as possible.

Accountability

Whenever possible, and through a variety of methods, we will monitor and utilize our clients’ feedback in order to ensure that our services are meeting the needs of those individuals the programs are intended to serve.

We encourage you to contact us whenever you have a compliment, comment or complaint about the service we provide, so that we can better meet your needs and expectations.
A response will be provided to you within 48 hours

Complaint Procedure

FOCUS Community Development Corporation encourages regular communication between employees and clients to help avoid and resolve concerns that otherwise effect the over all quality of service and effective operations.   It is important that FOCUS offers the clients excellent customer service, and if a client is not satisfied with services he or she receives from FOCUS they need to have an avenue to make a complaint.

Notwithstanding the responsibility employees and managers  have for resolving client concerns informally, and without delay, FOCUS provides a process for reviewing complaints clients may have in regards to the level of customer service they have received. The following procedure exclusively governs the professional customer complaint process.

Customer Complaint Procedure

As stated in the FOCUS customer service charter we encourage you to contact us whenever you have a complaint about the level of service you have received so that we can better meet your expectations.  If at any time you are dissatisfied with our level of service please don’t hesitate to make a formal complaint following the steps below:

We have developed a procedure to ensure all complaints are dealt with consistently, efficiently and in a timely manner.  If you would like to use our complaint form you may download a copy or please feel free to ask one of our frontline staff.

Downloadable Complaint Form:
FOCUS Complaint Form (PDF)

FOCUS Complaint Form – French

How to Contact Us

You can let us know of your complaint through the following ways:
in person or by letter at our Alliston or Angus location;

Angus: 199 Mill St., Angus, ON L0M 1B2    Email: anne@focuscdc.on.ca Tel: 705-435-9821 X117

Alliston: 46 Wellington St. W Unit 2, Alliston, ON L9R 2B8  Email: anne@focuscdc.on.ca Tel: 705-435-9821 X117

Who to Contact

Please direct your written or verbal complaint to Anne Myles, Program Coordinator.  If Anne Myles is unavailable please direct your complaint to Mike MacEachern, Executive Director.

Our Response

Once we have received your information, we will try to establish the issue, by reviewing your complaint and or concerns. This may involve communicating with some of our staff; we will make every effort to deal with your complaint in a timely and efficient manner.

We will then confirm to you in writing or verbally our understanding of your complaint. We may ask you for further information at this point.

If our response upholds your complaint, we shall offer redress in the form of a formal apology and, where appropriate, arrange an alternative solution.  We will do everything in our power to make the situation a positive one.

Timings

We undertake to respond to you with the minimum delay, and will adhere to the following timing.

Within 48 hours we will aim to satisfy you with an answer or resolution.

If you are satisfied by the close of business on day 2 no further action will be taken.

If we are unable to satisfy your complaint within our 48 hour time period, we will contact you in writing, setting out our understanding of your complaint and advising you who is dealing with it by Day 3.

The 5th business day we will contact you in writing detailing the final agreed outcome and to settle the complaint.

If we have been unable to resolve the matter, we shall continue to work towards a mutually acceptable solution.