Customer Service Feedback Procedures

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The Accessibility for Manitobans Act (2015) provides that an organization must make reasonable efforts to ensure that it provides a process for receiving and responding to feedback about the accessibility of its goods or services in a manner that is appropriate in the circumstances and is suitable for persons who are disabled by barriers.


The following procedures must be applied by all KFOC employees/volunteers.


The Kidney Foundation has put in place a variety of options by which our customers/stakeholders may provide feedback:

• Verbally to any KFOC staff/volunteer
• Verbally by calling Valerie Dunphy at (204)-989-0808
• Via e-mail to val.dunphy@kidney.ca
• By completing a hard copy of the Customer Service Feedback form and providing to any KFOC staff/volunteer


When a customer/stakeholder approaches you to provide feedback please follow the protocol noted below:

A) Inquire as to how the customer/stakeholder would like to provide the feedback (verbally (in person), verbally (over the phone), in writing, on-line, etc.)

B) Provide the customer/stakeholder with the following (depending upon his/her preference):

  1. A hard copy of the Customer Service Feedback Form (which can be filled out immediately and given back to the KFOC staff/volunteer or sent directly to Valerie Dunphy). If this form is completed immediately and handed back to the KFOC staff/volunteer, it must then be sent directly to Valerie Dunphy

  2. Assistance by reading the Customer Service Feedback Form to the customer/stakeholder and recording his/her responses in the areas provided. Once the form is completed, it must then be sent directly to Valerie Dunphy

  3. Thank the customer/stakeholder for the feedback received. If the customer/stakeholder returned a hard copy of the feedback form assure him/her that the feedback will be directed to the appropriate person and that person will be in contact with them in the near future.

It is important to remember that all customers/stakeholders with disabilities must be treated with respect and afforded dignity, independence, integration and equal opportunity. KFOC staff/volunteers must make all reasonable efforts to ensure that this is maintained.

 

Manitoba Branch - 1-452 Dovercourt Drive, Winnipeg MB R3Y 1G4 - Tel.: (204) 989-0800 / 1-800-729-7176 
Charitable Registration Number: 107567398RR0001