Millards recognizes that receiving feedback provides a valuable opportunity to learn and improve. We also recognize the rights of our clients to offer a suggestion, make a complaint, or compliment us on the way we provide goods or services.
Feedback may be provided in any of the following formats: in person, by telephone, in writing, by email, or any other method that is most suitable to the client.
1. Objectives
The objectives of this policy are to:
- Outline the process for receiving and responding to feedback,
- Detail how and where information regarding our Feedback Policy will be posted.
2. Procedures
i. Receiving Feedback
People with disabilities may use different methods of communication. In order to make our feedback process as accessible as possible, Millards accepts complaints, suggestions and/or compliments in a variety of formats.
Clients are invited to provide their feedback on the way we provide our goods and services to people with disabilities in the following ways:
- In person
- By telephone
- In writing
- By email
- any other method that is most suitable to the client
In order to help Millards fully address the feedback received, where possible, the following information must be included:
- Time and date
- Description of complaint, suggestion, or compliment
- Additional Comments
- Contact information (should the person wished to be contacted)
Employees will be trained to assist in the completion of Client Feedback forms if necessary.
The feedback form is available at reception and on our website.
ii. Responding to Feedback
All feedback received regarding the way in which Millards provides goods and services to people with disabilities will be directed to Human Resources.
Feedback will be grouped, reviewed and stored by category (complaint, suggestion, or compliment). A record will be maintained outlining the details, follow-up and actions to be taken.
If the Feedback Form indicates the client wishes to be contacted, Millards will respond within thirty (30) business days either in writing, in person, by e-mail or by telephone acknowledging the receipt of feedback and outlining the action(s) to be taken.
3. Appendices
Millards Client Service Feedback Form
Millards Record of Client Feedback