Customer Service Charter

Our Commitment to Excellence

At Yes Employment Services, we are dedicated to delivering high-quality employment, training and newcomer services. The following core principles guide our service approach:

 

Core Values

· Compassion

· Collaboration

· Diversity

· Innovation

· Empowerment

 

Core Commitments

1. Respect and Fairness

· We treat all clients, employers, and partners with dignity, equity, and professionalism.

· We adhere to all relevant policies, regulations, and ethical standards.

 

2. Accessibility and Inclusivity

· We ensure our services are accessible, culturally responsive, inclusive, and equitable for all individuals.

· We continuously work to remove barriers and foster an environment that respects diversity.

 

3. Timely and Effective Communication

· Telephone / Voicemail: All telephone calls and voicemails from stakeholders and service providers will be returned within one (1) business day.

· Written Correspondence: All emails, faxes, and mail will be acknowledged within two (2) business days of receipt. In cases where a detailed response is required, an initial acknowledgment will be sent with a timeline for a full response.

· Appointment Scheduling: Customers will have a scheduled appointment within five (5) business days of initial contact. Follow-up appointments will be scheduled promptly based on availability.

· We maintain clear, professional, and transparent communication with all stakeholders.

 

4. Efficiency and Continuous Improvement

· We deliver services in a cost-effective and client-centred manner.

· We use data, feedback, and evaluations to improve our services continuously.

 

5. Confidentiality and Accountability

· We handle all client information with strict confidentiality and in compliance with privacy laws.

· We manage feedback and complaints with consistency, fairness, and transparency.

 

6. Public Access and Visibility

· This Customer Service Charter and our Complaints Resolution Process are publicly displayed in our offices and available on our website.

· Clients and employers are encouraged to review our service commitments and provide feedback to help us improve.

 

Our Commitment to Quality Service

We uphold the highest standards in client service by:

· Ensuring staff are trained, knowledgeable, and equipped to provide exceptional support.

· Maintaining well-equipped and accessible service locations.

· Operating within posted service hours and ensuring timely service delivery.

 

Feedback and Continuous Improvement

Your feedback is essential to our commitment to service excellence. We invite you to share your thoughts through:

· Client and employer surveys (randomized for unbiased feedback).

· Suggestion boxes and evaluation forms available at all service sites.

· Direct communication with staff or management.

We review all feedback regularly to refine and enhance our services.

 

Complaint Resolution Process

We take all concerns seriously and are committed to resolving complaints efficiently. If you have a concern:

1. Speak with a staff member or request to speak with a manager.

2. If unresolved, submit a formal complaint in writing.

3. We will acknowledge all formal complaints within 2 business days and provide a resolution or update within 7 business days.

 

Delivery Sites

North Bay

149 Main Street East

North Bay, ON P1B 1A9

Phone: (705) 476-3234

Mattawa

540 Valois Drive

Mattawa, ON P0H 1V0

Phone: (705) 476-3234 ext 263

Bonfield, East Ferris, Nipissing Unorganized North Part

We are committed to quality services in all areas of our catchment.

Please call for an appointment.

705-476-3234

 

Hours of Operations

Monday-Friday 8:30 AM -4:30 PM

*Summer hours: Closed at 4:00 PM on Fridays.

For more information, visit our website or contact our office.