Complaints Policy

 

Purpose:

Explorer Research is committed to providing our respondents, employees, clients and the general public with a high level of service. This policy is intended to ensure that concerns raised by any of our stakeholders are responded to transparently and fairly and in accordance with our company’s high standards. We define a complaint as an expression of dissatisfaction about the service, actions, lack of actions taken by Explorer Research or by a staff member, volunteer or third party acting on behalf of the company.

 

Policy:

  1. Complaints are addressed promptly and resolved as quickly as possible
  2. Review of complaints is fair, impartial and respectful to all parties
  3. Complainants are advised of their options to escalate their complaint to a more senior staff member, if dissatisfied with treatment or outcome
  4. Complainants are provided clear and understandable reasons or decisions relating to complaint
  5. Updates are provided to complainants during the review process
  6. Complaints are used to assist in improving services, policies and procedures

Procedure:

Many concerns or informal complaints can be resolved easily and quickly, by speaking to our field manager at Explorer Research, Susan Krauss:

skrauss@explorerresearch.com

416-629-4639 ext. 212

 

If a problem cannot be resolved in this way or if a member of the public wishes to make a formal complaint, they may do so in writing to:

 

Mike Mousallem, Vice President

Explorer Research

2425 Skymark Avenue, Unit 5

Mississauga, ON

L4W 4Y6

 

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