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CORPORATE POLICY
Section:
Administration
Policy Title:
Customer Service Policy
Policy No.:
A09-CORP-002
Approved By:
Council
Effective Date:
2024-09-05
Revised Date:
CUSTOMER SERVICE POLICY
1. POLICY STATEMENT
1.1 The Township of Malahide ("Township") is committed to delivering exceptional, equitable,
and accessible customer service.
1.2 Staff will provide the best customer service possible and are empowered to make
decisions to ensure each customer's experience is meaningful, fair, and respectful.
1.3 It is equally important for all our customers to behave respectfully, fostering an
environment that welcomes everyone. The prosperity of our Township relies on our ability
to work together in the most efficient and effective ways, striking a balance between the
needs of individuals and the overall responsibilities of the Township.
2. PURPOSE AND SCOPE
2.1 Purpose
- To identify the Township's customer service standards to ensure a consistent, standard
practice that reflects the Township's commitment to customer service excellence.
- To establish uniform standards and procedures for all employees, in all departments
responding to customers' requests for service, questions, and feedback.
2.2 Scope
- This policy applies to all forms of customer service by Township employees to the
community, and appropriate conduct by customers requesting information, a service,
filing a complaint or compliment, or providing feedback, and includes, but is not limited
to online, electronic, print, and verbal communications.
2.3 This policy covers service standards in general for all stakeholders. The Township has
additional policies which outline specific accessibility standards for persons with
disabilities.
3. CUSTOMER SERVICE STANDARDS
3.1 Prompt Response
The Township strives to respond to customer inquiries, concerns and requests promptly. The
Township aims to respond to customer inquiries efficiently and effectively. See response
timeframes in section 4 below.
3.2 Empathy and Respect
The Township is committed to treating all customers with empathy, respect, and
professionalism. We understand that each customer is unique and may have diverse needs
and expectations. We listen attentively, show understanding, and provide appropriate
solutions.
3.3 Clear Communications
The Township will communicate clearly and effectively with our customers using simple,
jargon-free language (for example, Abbreviations may not be understood by customers). We
ensure that all information provided is accurate, relevant, and comprehensive, enabling
customers to make informed decisions.
3.4 Problem Resolution
The Township is committed to resolving customer issues promptly and efficiently. Our
customer service representatives are trained to manage complaints, troubleshoot problems,
and find effective solutions. We escalate complex issues to appropriate departments or
managers for further assistance, ensuring a satisfactory resolution.
3.5 Continuous Improvement
The Township will consider complaints and requests for service as opportunities to evaluate
programs and services for possible improvement.
4. CUSTOMER SERVICE CHANNELS
4.1 The Township of Malahide provides various channels for customers to reach us, ensuring
convenience and accessibility. Customers can contact us through:
Channel
Contact Information
Phone
519-773-5344
In Person
87 John Street South, Aylmer
By Appointment
519-773-5344
Email: General Inquiries
[email protected]
Email: Finance/Property Tax-related (Pre-
Authorized Payment or Electronic Funds Transfer
Forms), Accounts Payable Invoices/Statements
[email protected]
Email: Fire & Emergency - General Inquiries
[email protected]
Phone: Roads Emergencies - After Hours
519-435-6498
Phone: Water/Wastewater - After Hours
519-435-6528
Staff emails & contacts are listed on our website
Malahide.ca
Website: Service Requests & Formal Complaints
Malahide.ca
4.2 The Township is open from Monday to Friday, 8:30 am to 4:30 pm. These hours are
dedicated to serving our customers efficiently and effectively.
4.3 Walk-ins
Staff strives to promptly answer all phone calls during business hours and to accommodate
walk-in requests. However, due to the potential pre-scheduled meetings and ongoing staff
commitments, the immediate availability of walk-in services cannot always be guaranteed.
4.4 Scheduling Appointments
To ensure that our customers receive the best possible service and undivided attention, we
strongly recommend scheduling an appointment. Appointments help us prepare for your visit
and allocate appropriate resources and personnel to meet your needs.
4.5 Priority of Service
The Township recognizes that many departments have competing priorities, scheduled
appointments, inspections, etc., and therefore, we appreciate our customers' understanding
and cooperation in helping to manage our schedules to serve you better.
5. RESPONSE TIMEFRAMES
5.1 To support the Township's customer standard of prompt response, employees are
expected to respond to inquiries as follows:
Inquiry Type
Contact Information
General Inquiries
Acknowledged - Within three (3) business
days
More Detailed Inquiries
See 5.2 below
After Hours Emergency Response
Immediate
Request for Service
Acknowledged within three (3) business days
and processed based on priority at the
discretion of the Township.
Formal Complaints
Acknowledged within three (3) business days.
Full resolutions within thirty (30) days.
5.2 Staff shall acknowledge inquiries within three (3) business days. However, please note
that if a department has established its customer service response standards to comply
with legislative requirements, those specific standards will take precedence. Should staff
require additional time to resolve a customer's inquiry, considering staff availability or the
complexity of the inquiry, a response time estimate shall be provided to the customer.
6. ESCALATION PROCESS
6.1 If a customer's concern is not resolved to their satisfaction, an escalation process can be
triggered, to ensure their issue receives appropriate attention. The escalation process is
as follows:
1. Level 1: Customer Service Representative/Employee:
- Manages initial customer inquiries and attempts to resolve the issue.
- If unable to resolve, escalates to Level 2.
2. Level 2: Supervisor
- Reviews the customer's concern and investigates further.
- Works towards a resolution and communicates with the customer.
- If unable to resolve, escalates to Level 3.
3. Level 3: Department Head
- Assesses the escalated issue and explores all practical solutions.
- Communicates with the customer, providing updates and alternative resolutions,
striving to achieve a satisfactory outcome.
- If unable to resolve, escalates to CAO and the formal complaint process protocol,
if deemed necessary (see Policy A09-CORP-003 Service Requests and
Complaint Handling Policy).
7. COMPLIMENTS AND COMPLAINTS
7.1 A compliment is an expression of approval made by a customer about a Township
employee's behaviour or conduct.
7.1.1 Process for compliment handling:
A compliment may be made in several ways:
- Verbal compliments can be made in person, or by telephone, while written compliments
may be made by email.
- The compliment will be shared with the employee and will be acknowledged as part of
the Township's employee recognition program and performance review process. It is
important to celebrate and recognize staff for their dedication and contributions to the
success of the Township's overall vision, mission, and values.
7.2 A complaint is an expression of dissatisfaction made by a customer about services,
processes, actions, or behaviour of Township employees.
7.2.1 Process for complaint handling:
Refer to A09-CORP-003 Service Requests and Complaint Handling Policy for details.
8. RESPONSIBILITIES
8.1 Employees are responsible for complying with this policy.
8.2 Customers are responsible for:
- Ensuring that their behaviour and actions respect the rights of others to create an
enjoyable environment for all and a respectful workplace for Township employees.
- Ensuring that complaints (informal or formal) filed are neither frivolous nor vexatious in
nature (refer to A09-CORP-004 Frivolous, Vexatious, or Unreasonable
Complaints/Requests Policy).
8.3 Management is responsible for following up on compliments and complaints in
accordance with the Township policy.
8.4 Human Resources is responsible for working with management in determining the
appropriate level of progressive discipline and/or remedial action for the circumstances,
as required.
8.5 The Chief Administrative Officer is responsible for implementing this policy and liaising
with Council on Customer concerns and complaints.
9. REFERENCES
A09-CORP-003 Service Requests and Complaint Handling Policy
A09-CORP-004 Frivolous, Vexatious, or Unreasonable Complaints/Requests Policy
HRM-B-4.2 Respect in the Workplace
HRM-C-3.1 Employee Code of Conduct
Municipal Freedom of Information and Protection of Privacy Act
Accessibility for Ontarians with Disabilities Act, 2005
Ontario Human Rights Code