Customer Service Policy

1.0 Rationale

The Ontario Trillium Foundation (OTF) values excellence and provides a high level of customer service. OTF provides timely, courteous and helpful service to all those who come into contact with the Foundation.

2.0 Purpose

The Customer Service Policy aligns with government directives and outlines OTF’s commitment to provide timely, helpful responses to customer inquiries, feedback and concerns.

3.0 Policy

OTF staff are committed to providing timely, courteous and helpful interactions to its customers per the OTF Employee Code of Conduct. OTF welcomes feedback and learns by engaging with its customers providing prompt responses to phone, email and social media enquiries. As well, OTF has mechanisms for feedback on the OTF website, Support Centre, 1:1 coaching, within our Catalyst system and following webinar sessions.

4.0 Standards

OTF welcomes feedback and ensures there are platforms for people to share feedback. This includes OTF toll free number, feedback link on the website and soliciting customer feedback via surveys.

Phone, email and written inquiries and feedback are handled by the appropriate department. Social Media postings are handled by the Communications Department.

All inquiries and complaints, whether written or verbal, are responded to within two business days.

Some inquiries may require additional time in which case the person inquiring will be informed  

Written inquiries received electronically or via social media are validated for authenticity before they are responded to.

5.0 Definitions

Customer Service Inquiries: verbal or written general inquiries, expressions of concern or appreciation. This may include: complaints and suggestions for improvement; or compliments from external stakeholders, including, but not limited to, granting decisions, eligibility criteria, assessment process, or customer service.

Complaint: a negative customer service inquiry related to a grant; a business interaction, or a corporate or governance policy which may require a substantial and carefully considered response as determined by a member of the Senior Leadership Team.