Complaint Resolution Process

Complaint Resolution Process

Our resolution process is guided by our values and the principles within our Customer Services Charter.

Complaint Resolution Process

We offer our customers informal and formal ways to resolve a complaint.

Verbal/Informal Process

The goal of our informal process is to create understanding between all parties and find a solution quickly. We ask customers to bring any concerns to the attention of an Agilec™ team member immediately. The team member will try to find and carry out a workable solution, or pass the matter on to the right person or group.

If a solution is not reached in five working days, the written/formal process will be used.

Written/Formal Process

A customer may complain in writing at any time instead of using the verbal complaint process. Our Complaint Form is available here and at each Agilec™ location.

Our formal complaint process has these stages:

  • Stage One: Local team leader
  • Stage Two: Division or project coordinator
  • Stage Three: CEO

If a solution is not reached in five business days, the complaint moves to the next stage.

The Vice President Quality Assurance is responsible for the formal complaint process, and action steps are recorded to ensure all parties understand and follow through.

The full Agilec™ Complaint Resolution Process can be found here.

Questions about our process can be directed to:

Vice President Quality Assurance
Phone: (800) 361-4642
Email: vpqa@agilec.ca
Fax: (905) 443-0483