Customer Service Charter

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</nav> </div> </div> </div> </div> <div class="container"> <div class="row"> <div class="col-sm-8"> <div class="umb-grid"> <div class="grid-section"> <div > <div class="container"> <div class="row clearfix"> <div class="col-md-12 column"> <div > <p>We aim to provide a high standard of effective and efficient service to all of our customers. This charter explains our service commitment.</p> <p><strong>Who are our customers?</strong><br />• clients of all programs and services<br />• community and business partners and key stakeholders<br />• municipal, provincial and federal governments<br />• the public, including visitors to our conservation areas<br />• members of the Board of Directors and other staff</p> <p><strong>Our commitment to our customers</strong><br />We will:<br />• provide customer service that is timely, welcoming and helpful<br />• provide knowledgeable, professional and courteous service<br />• treat you with respect, fairness, openness and equality<br />• ensure it is easy and convenient to contact us<br />• maintain customer confidentiality and abide by all privacy legislation<br />• ensure services are accessible to all and provide information in alternate formats upon request<br />• ensure our customer service locations are accessible, safe and healthy environments</p> <p><strong>Our customer service standards</strong><br />We will:<br />• 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<br />• ensure all staff provide a courteous and accurate daily voicemail greeting indicating when they will be available to respond to messages<br />• acknowledge receipt of mail, voicemail and email within two working days<br />• explain our processes and provide a time estimate on all work<br />• keep customers informed and explain if there will be a delay<br />• post notice of service disruptions on our website and social media<br />• respect our customers' time by keeping scheduled appointments, and strive to attend to customers without appointments within 15 minutes<br />• use plain language wherever possible, and provide more detail or explanation when asked</p> <p><strong>Continuous improvement</strong><br />We will:<br />• ensure that all customers have the opportunity to provide feedback on the service received<br />• monitor feedback and review performance regularly, and provide an annual report to our customers via our website<br />• respond to all feedback if accompanied by contact information within two working days<br />• review our commitments and standards annually</p> <p><strong>What we expect from our customers</strong><br />We ask that you please:<br />• behave courteously towards our staff and other customers<br />• be respectful of posted rules including those regarding parking, entry fees, smoking, motorized vehicles, wildlife and pets<br />• respect our practice of a 'no gifts' policy</p> <p>Approved by the NBMCA Board of Directors on May 25, 2016</p> <div></div> </div> </div> </div> </div> </div> </div> </div> </div> <div class="col-sm-4 sidebar"> <div class="umb-grid"> <div class="grid-section"> <div > <div class="container"> <div class="row clearfix"> <div class="col-md-12 column"> <div > <figure class="" style="padding:10px;"> <picture> <source media="(min-width: 1370px)" srcset="/media/1186/p5160727.jpg?mode=max&quality=80&width=1370&rnd=131960420244130000"> <source media="(min-width: 1200px)" srcset="/media/1186/p5160727.jpg?mode=max&quality=80&width=1200&rnd=131960420244130000"> <source media="(min-width: 1020px)" srcset="/media/1186/p5160727.jpg?mode=max&quality=80&width=1020&rnd=131960420244130000"> <source media="(min-width: 904px)" srcset="/media/1186/p5160727.jpg?mode=max&quality=80&width=904&rnd=131960420244130000"> <source media="(min-width: 768px)" srcset="/media/1186/p5160727.jpg?mode=max&quality=80&width=768&rnd=131960420244130000"> <img src="/media/1186/p5160727.jpg?center=0.64875,0.515&mode=crop&quality=80&width=510&rnd=131960420244130000" alt="" class="img-fluid" style=""> </picture> </figure> </div> </div> </div> </div> </div> <div > <div class="container"> <div class="row clearfix"> <div class="col-md-12 column"> <div > <h2>Contacts</h2> <div class="mb-4"> <div> <strong>Rebecca Morrow</strong> </div> <div> <i class="fas fa-user"></i> HR Coordinator/Executive Assistant/Deputy CAO </div> <div> <i class="fas fa-envelope"></i> <a href="mailto:rebecca.morrow@nbmca.ca">rebecca.morrow@nbmca.ca</a> </div> <div> <i class="fas fa-phone"></i> 705-474-5420 ext 2030 </div> <div> <i class="fas fa-mobile"></i> 705-303-8434 </div> <div> <i class="fas fa-address-card"></i> North Bay, ON </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> <footer> <div class="footer-top"> <div class="container"> <div class="umb-grid"> <div class="grid-section"> <div > <div class="container"> <div class="row clearfix"> <div class="col-md-4 column"> <div > <h2><span>Contact Us</span></h2> <p>North Bay Office<br />705-474-5420<br />15 Janey Ave., North Bay, ON P1C 1N1<br /><a href="mailto:nbmca@nbmca.ca">nbmca@nbmca.ca</a></p> <p>Parry Sound On-site Sewage System Office<br />705-746-7566<br />69 Bowes St., Parry Sound, ON P2A 2L5<br /><a href="mailto:septic.parrysound@nbmca.ca">septic.parrysound@nbmca.ca</a></p> <p> </p> </div> </div> <div class="col-md-4 column"> <div > <h2>Job Opportunities</h2> <p>View employment opportunities <a data-udi="umb://document/02080c70f49948a2b82dc004e1e80c98" href="/about-us/job-opportunities/" title="Job Opportunities">here.</a></p> <h2 style="text-align: left;">Accessibility - Alternate Formats</h2> <p>If you require a document or information on this website in an alternate format, contact us by phone at 705 474-5420, or send an email to <span class="green-text"><strong><a href="mailto:nbmca@nbmca.ca" title="NBMCA Communications">NBMCA</a><a href="mailto:%20sue.buckle@nbmca.ca">.</a></strong></span> Please use the words "Alternate Format" in the subject line. Learn more about <a href="/more/accessibility/" title="Accessibility">NBMCA's Accessibility Policy</a>.</p> </div> </div> <div class="col-md-4 column"> <div > <h2>Donations</h2> <div>Your financial support of our environmental efforts helps make great things possible! Donate online through<span> </span><a rel="noopener" href="https://www.canadahelps.org/dn/14239">Canadahelps.org</a>, <a href="/outreach-events/mattawa-river-canoe-race/" title="Mattawa River Canoe Race">Mattawa River Canor Race,</a> <a href="/outreach-events/boardwalk-of-champions/" title="Boardwalk of Champions">Boardwalk of Champions</a>, or our <a href="/conservation-areas/bench-picnic-table-donation/" title="Bench/Picnic Table Donation">Conservation Area Bench Program</a>. To donate, contact NBMCA at 705 474-5420. <a href="mailto:nbmca@nbmca.ca">Email</a></div> <h2>Browser</h2> <p>www.nbmca.ca is best viewed using Chrome, Safari, Firefox and Edge. 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Customer Service Charter | NBMCA