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Notice: Timmins Office

Compliments and Complaints

Canadian Hearing Services is committed to providing excellent service to all our clients, customers and consumers. 

If you believe that we have served you well, we would love to hear about it!

If you have a complaint, we also want to know so that we can rectify your situation and improve our service.  CHS welcomes information about the safety and quality of the care that we provide, and we are committed to an effective and fair complaints system. We believe the process for resolving complaints should be timely, consistent, fair, respectful, and confidential.  

You have several methods to contact us:

  1. Email your feedback to feedback@chs.ca
  2. Complete this on-line Google Form (click herethat goes directly to feedback@chs.ca
  3. To upload a video (ASL, LSQ, English, French) about your compliment or concern, Follow these steps:
  • Record the video and save on your computer or tablet
  • Go to www.wetransfer.com
  • Add your video file
  • Email to feedback@chs.ca
  • Provide your email address
  • Add a message if you want
  • Click on transfer button

***The video will be uploaded to the wetransfer.com site and once we have received notification, we will download the video and it will be deleted from the website.

  1. Communicate with a staff member or Manager in the office in person

 

Our Commitment to you

Upon receiving your compliment, we will:

  • acknowledge receipt of your communication (within 1 business day)
  • forward the compliment to the staff person(s) involved and their manager (within 2 business days)
  • include it in their personnel file
  • share the compliment with Director of Quality
  • include it in aggregate data to support best practices and performance evaluation

Upon receiving your complaint, we will:

  • acknowledge receipt of your communication, and that it is being considered a formal complaint (within 1 business day)
  • contact you for further details, if necessary (within 3 business days)
  • send the information to the appropriate manager for resolution
    • analyze the details of the complaint
    • decide on immediate action to take
    • decide if a change in process should occur as a long-term solution
    • advise you of the outcome (within 35 business days)
  • share the complaint and the follow up with Manager of Quality
  • include it in aggregate data to support service evaluation and quality improvement

We take great pride in building strong relationships with our clients and consumers and serving you well.  We appreciate all your input on serving our communities better.

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