World Skills Complaint Resolution

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Our approach to resolving complaints is two-tiered, informal and formal.  Whenever possible we aim to resolve complaints informally at the initial point of contact.

Informal

If you have a matter of concern please bring it to the immediate attention of an available World Skills team member. The World Skills team member will:

  • Listen carefully to your concern, complaint or issue
  • Be committed to resolving the matter
  • Seek clarification of the issue
  • If possible, find a workable resolution and upon agreement, implement the solution
  • Confirm you are satisfied. If not, they will refer you to the formal process

If the solution is out of the team member’s control they will refer you to the appropriate person.

Formal

If your complaint is not resolved to your satisfaction you may ask to speak with the Client Service Manager who will either deal with the issue or forward to the most appropriate person.

You may choose to submit your complaint in writing to

Manager, Client Services

World Skills, 300-219 Argyle Avenue,

Ottawa, ON K2P 2H4

All formal complaints will be acknowledged within two business days.

The Manager, Client Services or his/her designate will:

  • Gather information regarding your complaint
  • Assess the situation
  • Discuss remedial action
  • Implement an agreed solution
  • Confirm whether your complaint has been addressed

The complaint should be resolved within 10 business days. If you remain dissatisfied, your complaint will be referred to the Executive Director.

MATTERS OUTSIDE OUR JURISDICTION

If a complaint is made to World Skills about a matter we do not have responsibility for or authority over, we will provide the complainant with assistance in determining how to redirect their complaint.

 

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