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Sault Ste. Marie Region Conservation Authority (SSMRCA)
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Client Service Standards Policy

The Sault Ste. Marie Region Conservation Authority’s (SSMRCA) goal is for staff to work together to provide a high standard of effective and efficient service to all our clients. In pursuit of this commitment, we will provide information, advice, and service in a helpful, fair, consistent, and respectful manner. The full policy can be downloaded at the bottom of this page.

Who are our clients?

  • customers of all our programs and services
  • community, business, and key stakeholders
  • education institutions
  • municipal, provincial and federal governments
  • the public, including visitors from outside our watershed

Our commitment to our clients. We will:

  • provide client service that is timely, welcoming, and helpful
  • provide knowledgeable, professional, and courteous service
  • treat all clients with respect, fairness, openness, and equality
  • ensure it is easy and convenient to contact us
  • maintain client confidentiality and abide by all privacy legislation
  • ensure services are accessible and provide information in alternate formats upon request
  • ensure our service locations are safe and healthy environments
  • meet with walk-in clients where possible or arrange for a follow-up if staff are unavailable

Our client service standards. We will:

  • answer telephone calls in person whenever possible during office hours; or when not possible, ensure that messages are responded to or forwarded to appropriate staff within two business days.
  • strive to acknowledge receipt of mail, voicemail, and email within two business days.
  • for extended absences, ensure that all staff provide information on voicemail greetings and automated e-mail responses for alternative contacts
  • explain our processes, using plain language wherever possible, and provide more detail or explanation when asked
  • post notice of holidays and service disruptions on our social media accounts and website and whenever possible

What we expect from our clients:

As the SSMRCA will make every effort to provide the best possible client service experience, staff must also be provided with a safe, healthy work environment in which they are treated with respect by all those who utilize SSMRCA programs and services.

We ask that you please:

  • behave courteously and with dignity toward our staff and other clients
  • be respectful of posted rules including those regarding parking, smoking, motorized vehicles, pets, and trespassing
  • respect our practice of a ‘no gifts’ policy

Issues Management, it is our policy to apply the following protocol:

The SSMRCA is committed to resolving issues that may arise during the delivery of our programs and services:

  • Any dispute of fees for programs and services will be resolved through the most senior SSMRCA staff member first. If not satisfied, a request for the reduction of fees can be considered by the General Manager, finally if not satisfied, the client may request consideration by the CA Board.
Related Documents
Specific Documents
pdf.png file type Client Service Standards Policy
(Approved October 3, 2022)