PELA CFDC Customer Complaint Policy
The PELA CFDC Customer Complaint Policy is a commitment to hold ourselves accountable by responding to and resolving complaints at the most appropriate level in the corporation.
The PELA CFDC Customer Complaint Policy ensures consistent messages are delivered to individuals making complaints.
Any person may make a complaint to PELA CFDC.
All complaints will be treated with fairness, integrity and respect with consideration.
Whenever possible, customer complaints will be resolved by the employees who are accountable for the relationship with the complainant and have the authority to provide a resolution.
When a complaint cannot be resolved at this level, it can be escalated to the Executive Director of PELA CFDC (also the Complaints Officer). If a resolution is still not found, the Chairman of the Board of Directors can be contacted.
It is appropriate to escalate a complaint to the Complaint Officer when:
- A resolution has been attempted but has been unsuccessful
- The complaint has been received through third-party sources
Where possible, every effort will be made to understand the complaint and reach a mutually satisfactory response for the customer and PELA CFDC. Not every complaint will produce an agreeable outcome. For example, after acknowledging and investigating a complaint about a loan decline, the result may be that the loan is still declined. In each case, the complainant will be advised of PELA CFDC’s final decision and the business reasons behind the decision.
Processes and procedures
Every complaint will be recorded electronically or on paper.
An employee will be appointed to be accountable and ensure that the:
- Customer is acknowledged in a timely manner
- Customer's contact information is confirmed
- Complaint is investigated and documented
- Resolution is developed
- Customer is kept informed at all times as to the status of their complaint
- Final response to the complaint is provided to the customer within service standards
If the complainant is not a PELA CFDC customer, the complaint and resolution will be recorded in a complaint file and all investigation materials and the resolution will be sent to the Complaint Officer.
The complaint file will include the:
- Name and address of the complainant
- Description of the act or practice that is thought to be unfair or in violation of any
- Law or PELA CFDC policy
- Relevant facts
- Response from PELA CFDC
- Name of the person delivering the response from PELA CFDC
Complaints are confidential and only the people needed to resolve the concern will be involved. Personal information provided to PELA CFDC is protected under Canada's Privacy Act.
All complaints will be acknowledged within two business days, communicating to the complainant that his or her feedback has been received and ongoing status updates will be provided.
The most appropriate person, within the scope of authority of the policy or business process that is the subject of the complaint, will respond to the complaint.
Roles and Responsibilities
The PELA CFDC Customer Complaint Policy is effective July 30, 2011.
The PELA CFDC Customer Complaint Policy applies to every PELA CFDC employee receiving a complaint.
Exceptions to the PELA CFDC Customer Complaint Policy are not permitted.
Review and Approval
The PELA CFDC Board of Directors is responsible to review and approve all amendments to the PELA CFDC Customer Complaint Policy.