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Every year, members call and write to the office a few thousand times, for all kinds of reasons. Sometimes it's just an information request. Other times, it has to do with an imminent or active contract, where the member needs specific details on engagement terms. Every so often, members contact the office because there is a problem that needs solving. And on top of all these service interactions with members, there are many more from engagers and others with various needs for assistance.
Equity is, at its core, a service organisation, so Council has placed a big focus on doing that well – we have written comprehensive policy to ensure the best possible service standards in all areas.
But service standards are only lip service, if you don't know what they are – what you can expect in terms of service and response times – or how to proceed if those standards are not met. And so, we've made some recent changes to up our game even further.
At the top right of our main web page is a new button labelled "Compliments, comments, criticisms?" If you have a service issue, both Council and Equity's staff encourage you to use it. Behind that button lies information on our service standards and a simple, three-step process to ensure any issue with service receives the timely attention that it deserves.
Most problems are readily solved. But for those that aren't, a formal complaint process is also available. All complaints are addressed promptly by the appropriate staff, or by Council, if the matter involves the Executive Director. But beyond that, they are also logged and reported to Council on a regular basis, so that we can watch for patterns and address them proactively.
In the context of the thousands of service interactions each year, problems are fortunately rare. However, we're all human, and sometimes things do go awry. Council and staff recognise the impact that even minor seemingly issues can have in the context of an individual production or a members' livelihood, and we are committed to identifying problems if they occur and working toward continued improvement.
Please, help us help you better.
Equity is, at its core, a service organisation, so Council has placed a big focus on doing that well – we have written comprehensive policy to ensure the best possible service standards in all areas.
But service standards are only lip service, if you don't know what they are – what you can expect in terms of service and response times – or how to proceed if those standards are not met. And so, we've made some recent changes to up our game even further.
At the top right of our main web page is a new button labelled "Compliments, comments, criticisms?" If you have a service issue, both Council and Equity's staff encourage you to use it. Behind that button lies information on our service standards and a simple, three-step process to ensure any issue with service receives the timely attention that it deserves.
Most problems are readily solved. But for those that aren't, a formal complaint process is also available. All complaints are addressed promptly by the appropriate staff, or by Council, if the matter involves the Executive Director. But beyond that, they are also logged and reported to Council on a regular basis, so that we can watch for patterns and address them proactively.
In the context of the thousands of service interactions each year, problems are fortunately rare. However, we're all human, and sometimes things do go awry. Council and staff recognise the impact that even minor seemingly issues can have in the context of an individual production or a members' livelihood, and we are committed to identifying problems if they occur and working toward continued improvement.
Please, help us help you better.
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