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Customer Service Charter

Introduction
In this Customer Service Charter, the term LEAP means the employment program operating through Community Living Haldimand (CLH), and the terms “customer”, “you”, and “your” mean any person, including business and representatives of businesses, that engages with LEAP by accessing or seeking to access information or services offered by LEAP.

Vision Statement
As a program operated by Community Living Haldimand, LEAP shares the following vision with CLH:

Community Living Haldimand envisions a community where the inclusion of everyone is as natural as a heartbeat.

Our Customers Are

  • People and organizations developing their potential
  • Funders and business partners
  • Community partners and other agencies
  • The community at large

    Customer Service Charter Guiding Principles
    We are in the customer service business — we will be courteous and helpful at all times.
  • We will be fair and open in assisting our customers’ issues
  • We will be flexible and practical in making decisions that affect our customers
  • We will use feedback of all types to enhance our customers’ experience
  • We will respond to customer issues promptly by resolving them as often as possible with our
    staff
  • We will offer suggestions and help based on the best long-term interests of all customers
  • Our customers will help us deliver on these principles by acting appropriately and by letting us
    know how we can improve our services

Treating All Customers Equally

We are committed to giving a quality service that suits all of our customers. We will not tolerate any discrimination due to gender, age, disability, race, religion, marital status, family status, or sexual orientation.

We will make every effort to accommodate customers with disabilities and meet the needs that are specific to particular groups of customers.

Offering a Service That Everyone Can Use
We are committed to helping everyone use our services. As part of this, we:

  • Make our office space physically accessible
  • Make our public offices available to customers during business hours
  • Provide online or telephone access for customer information on all of our services

Charter

What You Can Expect from Us
LEAP

  • Provides warm, friendly customer service to everyone entering our premises
  • Can be contacted in the way you prefer – by telephone, fax, email, in writing or in person, as well as through our website
  • Provides flexible service across the channels of your choice – in person, email, or by phone
  • Provide a voice mail answering service for individuals who do not have a phone
  • Makes referrals – if we do not have the service you need, we will help you find it
  • Responds to your emails, texts or letters within 2 business days
  • Continue to provide support until it is mutually agreed it is no longer required

    Customer’s Responsibilities
  • Treat our staff and our premises with courtesy and respect
  • Provide timely, complete, open, accurate and honest information
  • Ensure that we always have your most recent contact information
  • Honour your commitments to us and to yourself
  • Provide us with honest feedback

    Customer Safety
    LEAP will:
  • Provide a fully accessible facility for all our services. We continuously adhere to CLH’s health and safety policies to ensure a safe learning and working environment for all
  • Protect your location, attendance and participation in our programs and services from third parties at all times, unless instructed otherwise
  • Notify appropriate authorities if we have reason to believe a customer is a potential harm to themselves or others

Client Privacy Policy
Protecting the privacy and confidentiality of personal information is an important aspect of the way LEAP conducts its business. The collection, use and disclosure of personal information in an appropriate, responsible, and ethical manner is fundamental to LEAP’s daily operations.

LEAP strives to protect and respect the personal information of its customers, employees, business partners and others in accordance with all applicable provincial and federal laws. Every LEAP employee must abide by the organization’s procedures and practices when handling personal information.

LEAP will limit the use of any personal information collected only to what is needed for those stated purposes. LEAP will obtain individual consent if personal information is to be used for any purpose. Under no circumstances will LEAP sell, distribute, or otherwise disclose personal information or contact lists to third parties.

For more information on LEAP’s Personal Information Protection - People Receiving Supports Policy,’ please contact either your LEAP staff member or visit https://leapemploymentservices.com/

Feedback
LEAP continuously monitors customer satisfaction with our services to look for ways to improve. We want to hear from you about how we are doing. We need your suggestions and complaints to help us accomplish what we say in this charter. If you found our service helpful, or if you have a complaint about our service, we would like you to let us know. You can do this by phone, letter or by sending an email to info@leapemploymentservices.com

© Copyright LEAP Employment Services, 2024 All Rights Reserved.
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