Complaints Policy and Procedure
Electrical Safety Authority (ESA) is committed to providing a high quality service to the public in an effective, efficient, transparent and fair manner. Complaints are viewed as valuable opportunities to strengthen customer relationships and ESA will respond to all complaints in a timely, confidential, consistent and forthright manner ensuring to treat our customers with respect and courtesy at all times.
A complaint is a formal expression of dissatisfaction about the standard of service, action or lack of action by or on behalf of ESA, where action is required by ESA. However, not all issues raised with ESA will be categorized as a complaint. The following are not complaints within the scope of ESA’s Complaint Policy and will not be treated as such:
- A matter that will be addressed under a separate policy, for example:
- an issue which is being, or has been, considered by a court or tribunal (i.e. matters under the ESA Appeals process, etc)
- complaints falling under the Privacy and Access Code, the Code of Conduct and the Diversity and Mutual Respect Policy
- complaints pertaining to the ESA Field Evaluation Complaints Policy
- A response to an invitation to provide feedback through a formal mechanism such as participation on an external ESA advisory council, consultation or market research, a questionnaire or under the accessibility page of the website;
- An insurance claim
- A routine, request for a service
- An explanation of a policy or practice
- A Request for Information
- An attempt to have a complaint reconsidered where the ESA’s Complaint or other procedure has been completed and the ESA’s decision has been issued
- Anonymous complaints that do not provide sufficient information for ESA to take further action or make meaningful inquiries
- Feedback regarding the service of another organization where ESA has no involvement in the control or determination of the issue
Complaints should be raised with ESA as soon as the issue surfaces or within twelve (12) months from the date when the complainant becomes aware of the issue. ESA may accept a complaint beyond twelve (12) months if there are special circumstances for consideration. Requests to extend the timeframe for filing a complaint must be sent in writing to the Chief Ethics Officer and must be supported by relevant evidence where requested.
ESA may receive complaints verbally (by phone or in person), in writing (by mail, fax, email, text, social media) or through ESA’s website feedback form.
A complaint may move through three (3) stages of resolution:
- Stage One – every effort will be made to resolve a complaint at this stage by the ESA employee initially contacted by the complainant. If the complainant is not satisfied, he or she will be offered the opportunity to discuss the complaint with the employee’s supervisor or General Manager. If the complaint cannot be resolved at this stage, the complainant will be invited to formalize their complaint and submit it in writing to ESA.
- Stage Two – when a complainant is not satisfied with the response provided by ESA in Stage One, the written complaint will be forwarded to the appropriate Supervisor, General Manager or Vice President for review, further investigation and response. Formalized Stage 2 complaints will be logged in the corporate Complaints Register and assigned a tracking number which will be referenced on all written correspondence issued by ESA through the Stage 2 and 3 resolution process. If the complainant is not satisfied with the resolution at Stage 2, he or she will be invited to forward the complaint in writing to ESA’s Chief Ethics Officer for review and final response.
- Stage Three – upon receipt of the Stage Three complaint, the Chief Ethics Officer will conduct a further review of the matter and issue a final written response. At this point the matter is deemed resolved and the case is closed. A complaint file may be re-opened if significant new evidence surfaces after the file is closed. Requests to re-open closed complaints must be sent to the Chief Ethics Officer in writing and supported by relevant evidence where requested.
At each stage, ESA will acknowledge the complaint within two (2) business days, and formally respond within ten (10) business days from the date of acknowledgement. If more time is required by ESA then the complainant will be informed in writing (unless it is a Stage One verbal complaint) as to the number of business days required to complete the Stage and the reasons for the delay.
ESA continuously monitors the nature and frequency of complaints to identify potential problem areas in the business.
Submit complaints to:
Electrical Safety Authority
Customer Service Centre
400 Sheldon Dr, Unit 1
Cambridge, ON N1T 2H9
Phone: 1-877-ESA-SAFE (372-7233)