Dispute & Complaint Resolution Process

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Overview

In addition to ensuring that we and all our Service Delivery Partners adhere to our Customer Service Charter we have several feedback mechanisms to monitor and improve how services are delivered. We survey clients (jobseekers and employers), community partners (CP) and service providers (SP) at least annually, using a randomized selection process to identify who is surveyed, to assess the efficacy and efficiency of our employment services, as well as our performance as the Service System Manager (SSM). We survey employers that have used our services such as placements or job posting and screening to evaluate if the supports are meeting their needs. We encourage clients and employers to use a range of mechanisms to provide feedback via our SPs, website or through our social media channels, including compliments or complaints. While all clients, community partners and service providers will have an opportunity to provide both positive and negative feedback we commit to surveying and reviewing feedback at a minimum 30% (randomly selected) of all jobseekers and employers who receive service in our SSM catchment areas.

The dispute & complaint resolution process is intended to provide clients, service providers and social assistance partners with an additional avenue to provide feedback to Serco on Employment Services. Each complaint will be received, addressed, and investigated in a timely manner, with results contributing to the overall betterment of the network’s employment services.

Our Serco dispute & complaint resolution process is founded in the principles of ensuring a timely, transparent process, initiated at the most appropriate level with an escalation process should the complainant not be satisfied with the response.

All client, SP and SA partner complaints will be regularly reviewed and reported to the Province every quarter with an analysis of complaints received, actions taken, and lessons learned as a part of the continuous improvement process. They will be assessed for adherence to timelines, outcomes, and trends. We will regularly review complaints in our management process as well as through the Centre of Excellence (COE) which will help Serco ensure that our Employment Services are locally responsive, and client centered.

Serco and our Service Delivery Partners are committed to transparent and equitable treatment of all clients as well as SPs and SA partners. All Service Delivery Partners are required to have accessible and equitable facilities and services for all clients as per the French Language Services Act and the Accessibility for Ontarians with Disabilities Act, 2005. Each service provider is required to have site-specific accessibility information and feedback mechanisms when accessibility is at issue. Clients, SPs and SA partners can also use the following processes for accessibility issues, as well as compliance or customer service concerns.

Clients

For clients, this dispute & complaint resolution process will be readily available, and complaints received will initially be addressed at the Service Provider level. The complaint must be thoroughly investigated, and a formal response issued, within a specified timeline.

  1. Service Providers must have the dispute & complaint resolution process readily available to clients: posted in Employment Centre and on websites including:
    • Name and Title of Person to Contact
    • Phone Number /TTY
    • Email Address
    • Who to contact at the SSM if they are unhappy with the SP resolution:
      • Name and Title of Contact Person
      • Phone Number/ TTY
      • Email address
  2. Timeline for SP to respond to the client’s inquiry regardless of method of contact: 1 business day
  3. Clients should provide the following information regarding their complaint:
    • Name
    • Best time to contact (i.e.. afternoons/ evening)
    • Details of the situation
  4. The Service Provider will agree to a reasonable timeline for response depending on the nature and urgency of the complaint.
  5. The Service Provider will provide resolution of the complaint in writing to the
  6. When the Service Provider is unable to resolve the complaint with the client, Serco should be contacted immediately by the Service Provider to advise of the unresolved issue. The Service Provider should also notify the client in writing, that the issue has been escalated to the SSM.
  7. If the client has not yet contacted Serco, Serco’s Employment Service Manager (ESM) will contact the client directly with information provided by the SP.
  8. Serco’s Employment Services Manager will fully investigate the complaint and provide
  9. In the case where the complaint has still not been resolved, the issue will be raised to the Senior Employment Services Manager and the Managing Director, Employment Services for further investigation and resolution.
  10. Service provider will track and report all complaints to the SSM each
  11. Serco will share with MLITSD (otherwise called the “Ministry”) any client complaint investigations that escalate to the Ministry and will work with Ministry staff to resolve any outstanding issues. Serco will report on all complaints and status quarterly to the Ministry.

Service Providers

Serco acknowledges that from time to time, complaints or disputes will arise as a part of regular business. Serco encourages feedback from Service Providers. Service Providers will not be penalized for bringing forward complaints or disputes.

  1. If a complaint or dispute arises from a service provider, the Service Provider Manager (SPM) should contact the Employment Services Manager for their Service Delivery Site whether by phone or by email.
  2. The ESM will respond to the SPM within 1 business day, regardless of contact method, to gather information regarding the dispute and to gain an understanding of the issue at hand.
  3. ESM and SPM will agree to a timeframe for resolution, depending on the nature and urgency of the complaint.
  4. The ESM will investigate the complaint by gathering facts, speaking to people where necessary.
  5. Both SPM and ESM will attempt in good faith to resolve the complaint/ This may include involving the Senior Employment Services Manager and Managing Director, Employment Services to assist in resolving the issue.
  6. If the attempts to resolve the issue are not successful within a reasonable period, not being longer than 20 working days, either party may recommend that the dispute be escalated to the Ministry.
  7. Each step of the process will be documented by Serco and any decisions or escalation will be shared with the Service Provider in writing.
  8. Any resolution to the complaint/ disputes will be provided in writing by the ESM to the
  9. Serco will advise the Ministry of complaints/ disputes quarterly, except in which case, the disputes are of an urgent nature.