Fedcap Canada Client Service Charter

Our Standards:

1. Excellent Service Delivery
2. Clear and Timely Communication
3. Jobseeker Centric Values
4. Continuous Improvement

What You Can Expect from Us:

1. Excellent Service Delivery
   • We will be available to answer your enquiries during standard business hours.
   • We will always try to answer all calls within 3 rings.
   • Treat you with respect, courtesy, empathy and fairness.
   • We will use plain language, and avoid jargon whenever possible.
   • We will not make promises we cannot keep.
2. Clear and Timely Communication
   • All e-mails and voicemails will be acknowledged within 48 hours (2 working days).
   • We will provide full responses to all enquiries within 10 business days.
   • Ensure that all communications linked to Fedcap procedures are adhered to within the established timescales of those procedures.
   • Ensure that all staff have an active ‘out of office’ reply issued, should you send an e-mail when they are away from the office, which provides contact information for a back-up person to address any urgent matters during their absence.
3. Jobseeker-centric Values
   • Ensure that our network is welcoming both in its environment and its culture.
   • Treat you as an individual by understanding your unique circumstances, expectations and ambitions as we support you in achieving your desired goal.
   • Endeavour to meet your individual needs by offering a tailored jobseeker journey.
   • Provide staff members who adopt a jobseeker-centric approach.
   • Provide a solutions-focused response to any query.
4. Continuous Improvement
   • We will encourage your feedback so that we can seek to improve our services.
   • We will make it easy for you to pass on your comments, compliments or suggestions about the service you receive in a simple and safe way.

Responding to Feedback

Feedback can be provided through your Employment Counsellor, formally in writing to our office at Unit 301, 225 King William Street, Hamilton, ON, L8R1B1 or via email at contact.us@fedcapcanada.ca

• We will always acknowledge receipt of feedback withintwo working days of receiving it.
• If your feedback has been given anonymously then we cannot provide feedback directly to you, but we will post it in our quarterly report as needing action or attention.
• If you wish to submit a complaint, please see our Client Complaints Process.
• If oyu wish to provide positive feedback, we thank you and appreciate the feedback.

What We Expect From You as a Jobseeker

• Treat our staff with courtsey and respect.
• Be considerate and polite to other clients.
• Provide up to date information and accurate information upon request.
• Ask us questions at anytime.
• Review and adhere to the Participation Agreement expectations.

Conduct Considered Unacceptable

You must not:

• Bully, threaten or abuse others (verbal or written).
• Act in a violent or unsafe way.
• Bring weapons .
• Be under the influence of drugs or alcohol.
• Disrupt activities or other participants.
• Damage property or misuse equipment.
• Provide false or misleading information.
• Harass or discriminate against others.

What Happens if You Cannot Meet these Expectations

We will try to support you by:

1. Talkng with you (verbal counsel or warning)
2. Giving a written warning
3. Creating a Participation Improvement Plan to improve conduct
4. Pausing your services if needed

When You May be Ineligible for Continued Services (Serious Situations):

• Threats, violence, or abusive conduct (verbal or written)
• Bringing weapons or illegal drugs
• Serious harassment or discrimination

After Repeated Issues:

• Ongoing disruptive conduct after warnings
• Refusal to participate
• Continued disrespectful of discriminatory behaviour

We hope that you find this Client Charter useful and relevant, and we would welcome your suggestions for improvement.

Please feel free to provide your feedback through your Employment Counsellor or via email at contact.us@fedcapcanada.ca‍