We are committed to providing outstanding customer service. This Charter communicates our service promise.
Who are our Customers?
- Clients and all program participants
- Our funders and business partners
- Community partners and other agencies
- Employers
- The community at large
- The Northern Lights Canada team of employees
Our Commitment to Our Customers
We will:
- Always put our customers first
- Provide a customer service experience that is timely, professional, flexible, friendly, and welcoming
- Ensure it is easy and convenient to contact us
- Provide knowledgeable, well trained, easily identifiable staff
- Develop professional relationships based on mutual trust and respect
- Affirm the unique abilities of each individual and value the rich cultural, racial, and ethnic diversity within our teams and the communities we serve
- Provide services that are confidential and in accordance with all privacy legislation
- Ensure centres and services are accessible to all, and that all office locations are safe and healthy environments
- Answer customer questions – in cases where we do not have the answer we will help to obtain it
- Address concerns or complaints in keeping with our Complaint Resolution Process
Our Customer Service Standards
We will:
- Answer telephone calls promptly and respond to all messages within one business day
- Respond to customer service inquiries/concerns within one business day
- Respect our customers’ time by keeping our scheduled appointments. Where delays occur, we will ensure that the situation is addressed within five minutes.
Evaluation of our Performance
We will:
- Ensure that all customers have the opportunity to provide feedback on the service received
- Monitor our customer service performance, review the results quarterly, report on our performance annually, and review our commitments and standards each year
Contacting Us
We encourage our customers to help us continuously improve our service by providing feedback. Fill out our online comments form or contact our Quality Assurance representative at:
Vice President of Quality Assurance
Northern Lights Canada
Office Galleria
419 King Street W, Suite 102
Oshawa, ON L1J 2K5
1-800-361-4642
Fax: 905-443-0483
