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Complaint and Resolution Process

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Acknowledging Complaints

The Career Centre’s standard of service is to reply to complaints within 5 business days.

Verbal Response

Upon receiving communication of a complaint or concern, communication will be arranged with the individual.

The staff member of the Career Centre (coordinator) will listen carefully to the individual’s complaint and document what is communicated.

In this process, the staff member will demonstrate commitment to resolving the complaint focusing on resolution that is feasible and realistic. The staff member will confirm with the individual if a resolution has been achieved. The resolution will be documented and reviewed with the individual to confirm resolution.

If the individual does not agree that the complaint has been resolved, they will be referred to an appropriate resource (e.g.) person or organization specific to their complaint. If the appropriate resource is with the Simcoe County District School Board (SCDSB), the individual will be referred to the Principal of Adult and Continuing Education.

The Principal will reply within 5 business days. Documentation from the initial communication will be forwarded to the Principal.

Communication with Principal

The meeting with the Principal will be documented including the outcomes.

For matters beyond the Career Centre’s jurisdiction (as a department of SCDSB), the individual will be informed of this and provided with the alternate resources for redirecting the complaint.

Maintaining Documentation

The documentation of the complaint will be stored for the period of seven years as stipulated in our Transfer Payment Agreements with the Ministry of Labour, Training and Skills Development (MLTSD).

Commitment to Continuous Improvement

Where appropriate, outcomes of complaints will be used for continuous improvement with staff. Personal identifying information specific to the complaint will be removed.