Winnipeg Chinese Media Complaints Policy and Procedure

ÎÂÄá²®Õ¾ · ·¢±íÓÚ 2015-3-28 08:09:27

Winnipeg Chinese Media

Complaints Policy and Procedure

This policy and procedure applies to complaints received by Winnipeg Chinese Media about our activities, programs, services, staff or registered vehicles.

1.       Guiding Principles
       It is in the interest of all parties that complaints are dealt with promptly and resolved as quickly as possible.
       Review of complaints is fair, impartial and respectful to all parties.
       Complainants are advised of their options to escalate their complaint to a more senior staff person if they are dissatisfied with treatment or outcome.
       Complainants are provided clear and understandable reasons for decisions relating to complaints.
       Updates are provided to complainants during review processes.
       Complaints are used to assist in improving services, policies and procedures.

2.       Types of Complaints
Definition: A complaint is an expression of dissatisfaction about the service, actions, or lack of action by Winnipeg Chinese Media as an organization or a staff member or driver acting on behalf of Winnipeg Chinese Media.
Examples include but are not limited to:
       Perceived failure to do something agreed upon;
       Failure to observe policy or procedures;
       Error made by a staff/driver; or
       Unfair or discourteous actions/statements by staff member/driver;
Anyone personally affected can complain and their complaint will be reviewed in accordance with this procedure.

3.       Complaint Receipt and Handling
A complaint may be received verbally (by phone or in person) or in writing (by mail, email). An employee who receives a complaint should first determine the proper person to handle it. This will generally be the person who has the primary relationship with the complainant or has the specific knowledge that is needed to resolve the problem. It is the responsibility of the person who receives the complaint to either resolve it or transfer it to another person who can resolve it. If the complaint is transferred, the recipient must acknowledge to the transferor that he/she has received it and will act on it.

The person who initially receives the complaint should acknowledge to the complainant that the complaint has been received and will be acted on either by him/herself or another employee. If a timeframe for action can be determined, that should be included in the acknowledgement. Basic contact information including name, phone number and email address should immediately be recorded.

4.       Resolving the Complaint
Every effort should be made to resolve complaints received in a timely fashion. When receiving a verbal complaint, staff should listen and seek to understand the complaint, and may attempt to resolve it immediately. Complaints received in writing should be acknowledged within 3 business days and staff should attempt to resolve the matter within 10 business days.
Where a complaint cannot be easily resolved, it should be escalated to the relevant employee. If the employee cannot resolve the complaint, it will be escalated to the Owner. Every attempt should be made to resolve escalated complaints within an additional 10 business days so that all complaints are resolved within a month of having been received.

5.       Documenting the Complaint
It is necessary to keep a record of any complaint that involves a dispute over money as well as any complaint that cannot be resolved immediate (on the same day it is received). Information about such complaints must be recorded on the complaints tracking worksheet. Information recorded on the worksheet includes a description of the complaint, who handled it, what was done to resolve the complaint, timeframe, and a description of the resolution.

Winnipeg Chinese Media

Lost and found

If you left something in a ride, we¡¯ve made it easy to get your item back. The best way to recover a lost item is to contact your driver directly.

Contact Driver£º

1. Open the detail page of ride order

2. Tap driver¡¯s phone number to give your driver a phone call (this is usually the simplest way to reach them)

Contact Support£º

3. Open the detail page of ride order

4. Tap ¡°Call Support¡± to give support staff a phone call with the following info:

l Your first and last name

l A phone number where you can be reached

l Driver¡¯s name

l Date and time of ride

l Pickup and dropoff locations

l Description of the lost item

l Permission to pass your contact info to the driver

Lost-and-found fee£º

As consideration for your driver¡¯s time, we may charge passengers up to $10 when their driver returns a lost item. We¡¯ll make sure the full amount goes to the driver.

Winnipeg Chinese Media

Personal Information and Privacy Statement

Winnipeg Chinese Mediacollects information about you when you use our mobile applications and websites.

We collectinformation you provide directly to us, such as when you create request rideservices, contact customer support, or otherwise communicate with us. This informationmay include: name, phone number, postal address, profile picture, payment method,delivery notes, and other information you choose to provide.

Most mobileplatforms (iOS, Android, etc.) have defined certain types of device data thatapps cannot access without your consent. And these platforms have differentpermission systems for obtaining your consent. The iOS platform will alert youthe first time the app wants permission to access certain types of data andwill let you consent (or not consent) to that request. Android devices willnotify you of the permissions that the app seeks before you first use the app,and your use of the app constitutes your consent. To learn about theplatform-level permissions that the app seeks, please visit our new iOSPermissions page and Android Permissions page. Sometimes these permissionsrequire more explanation than the platforms themselves provide, and the permissionswe request will change over time, so we¡¯ve created these pages to serve as authoritativeand up-to-date resources for our users.

We may share theinformation we collect about you as described in this Statement or as describedat the time of collection or sharing, including as follows:

l With Drivers to enable them to provide the Servicesyou request

l With Consumer Support to enable them to provide the supportyou request

l In response to a request for information by acompetent authority if we believe disclosure is in accordance with, or isotherwise required by, any applicable law, regulation, or legal process

We will onlycontact you from email addresses of [email protected]. When using abrowser, check that the URL starts with https:// and the address contains chinesewinnipeg.com or chinesewinnipeg.net.

Contract us
Winnipeg Chinese Media
www.chinesewinnipeg.com
Tel: 204-298-5666
Email: [email protected]
Address: 200-135 Innovation Drive, Winnipeg, MB, R3T 6A8