Problem resolution

Healthy client relationships are built on superior client care. That’s why when problems and disagreements arise we believe they need to be resolved quickly. A problem resolution protocol has been developed to:

• Resolve client problems quickly and fairly
• Give clients a voice, with the Ombudsman’s Office as the last resort

Fast and Fair Resolution...
If a problem cannot be resolved immediately, the following steps are taken to ensure it is resolved as quickly and as fairly as possible:

Step 1: Problem is presented to the Team Leader
The Team Leader will attempt to resolve the problem with you at this stage using appropriate skills and knowledge. If the problem remains unresolved and you wish to pursue it, the matter will be referred to the office manager.

Step 2: Problem is referred to the Office Manager
The Office Manager will present his or her point of view on the matter. If you are still dissatisfied, the Office Manager will suggest that you file a complaint with the Ombudsman’s Office.

Step 3: Complaint is filed with the Ombudsman’s Office
The Ombudsman’s Office is responsible for providing you with the company’s final position on your complaint.

Find out more about our Ombudsman.