We aim to provide a high standard of effective and efficient service to all of our customers. This charter explains our service commitment.
Who are our customers?
• clients of all programs and services
• community and business partners and key stakeholders
• municipal, provincial and federal governments
• the public, including visitors to our conservation areas
• members of the Board of Directors and other staff
Our commitment to our customers
We will:
• provide customer service that is timely, welcoming and helpful
• provide knowledgeable, professional and courteous service
• treat you with respect, fairness, openness and equality
• ensure it is easy and convenient to contact us
• maintain customer confidentiality and abide by all privacy legislation
• ensure services are accessible to all and provide information in alternate formats upon request
• ensure our customer service locations are accessible, safe and healthy environments
Our customer service standards
We will:
• answer telephone calls to our main reception in person whenever possible during office hours; outside of office hours or when it is not possible to answer a call in person, ensure that messages are responded to or forwarded to appropriate staff within two business hours
• ensure all staff provide a courteous and accurate daily voicemail greeting indicating when they will be available to respond to messages
• acknowledge receipt of mail, voicemail and email within two working days
• explain our processes and provide a time estimate on all work
• keep customers informed and explain if there will be a delay
• post notice of service disruptions on our website and social media
• respect our customers' time by keeping scheduled appointments, and strive to attend to customers without appointments within 15 minutes
• use plain language wherever possible, and provide more detail or explanation when asked
Continuous improvement
We will:
• ensure that all customers have the opportunity to provide feedback on the service received
• monitor feedback and review performance regularly, and provide an annual report to our customers via our website
• respond to all feedback if accompanied by contact information within two working days
• review our commitments and standards annually
What we expect from our customers
We ask that you please:
• behave courteously towards our staff and other customers
• be respectful of posted rules including those regarding parking, entry fees, smoking, motorized vehicles, wildlife and pets
• respect our practice of a 'no gifts' policy
Approved by the NBMCA Board of Directors on May 25, 2016
