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Customer feedback policy

1 POLICY

First Reference Inc welcomes feedback as it encourages continuous service improvements. Feedback from a member of the public about the delivery of goods and services to persons with disabilities may be given by telephone, in writing, in electronic format or through other methods. A feedback form is prepared if required.

2 PURPOSE

The purpose of this Statement of Policy and Procedure is to implement a process for individuals to provide feedback on how First Reference Inc provides goods and services to people with disabilities, responds to any feedback and takes action on any complaints/suggestions, as required by the Accessibility Standards for Customer Service. Feedback from our customers gives the First Reference Inc opportunities to learn, improve and acknowledge performance.

3 SCOPE

This policy applies to all employees and customers at all facilities of First Reference Inc in Ontario.

4 RESPONSIBILITY

It is the responsibility of the managers and/or immediate supervisors and/or department heads to ensure that all employees follow the guidelines set out in this policy.

Each managers and/or immediate supervisors and/or department heads is responsible to ensure all employees are trained under the Accessibility Standards for Customer Service and this policy, practices and procedure.

5 DEFINITIONS

None

6 REFERENCES and RELATED STATEMENTS of POLICY and PROCEDURE

Accessibility for Ontarians with Disabilities Act, 2005

Accessibility Standards for Customer Service, Ontario Regulation 429/07

7 PROCEDURES

Please use the feedback form template to fulfil the requirements of this policy. This form is posted to the First Reference Inc website with the applicable contact information.

Feedback can be communicated to the First Reference Inc via telephone, email, mail, online form, verbally in person or any other means that effectively accommodates the person with the disability.

If an individual indicates that he or she would like a response, the First Reference Inc is responsible for addressing that individual’s comments/suggestions in a timely fashion. In some cases, comments may be very specific to one situation. In other cases, comments may be broader and provide an opportunity for enhancing First Reference Inc’s policies and practices.

Feedback received and actions taken will be recorded.

Please use the feedback form template to fulfil the requirements of this policy. This form is posted to the First Reference Inc website with the applicable contact information located at http://www.firstreference.com/contactUs.aspx.

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