About Membership >> Our Commitment >> Client Service Charter

Who We Are ¦ How to Contact Us ¦ Our Services ¦ Our Values ¦
Our Service Standards ¦ Your Rights ¦ Client Feedback

Who We Are

Campusdirect is an exciting Government of Canada e-learning portal for the public service. It features an extensive selection of self-directed products made possible by new and innovative technological applications for teaching and learning.

How to Contact Us

• Telephone: (613) 992-5344
• Email: questions@campusdirect.gc.ca
• Fax: (613) 943-7873
• Mailing address: 373 Sussex Drive, Ottawa, Ontario K1N 6Z2
• Language support: The Contact Centre personnel are fully bilingual in both official languages (English/French).
• Hours of operation: A Contact Centre resource is available to respond to your telephone calls, email and faxes during regular working hours, Monday to Friday, excluding statutory holidays.

Our Services

The Campusdirect Contact Centre implements client service activities and provides support to both potential and existing clients. Client service activities include first-line technical support, live and virtual orientation sessions to new clients, launch event coordination, customization of support materials for corporate clients, and regular interaction with clients by phone and email.

As a level-one telephone/email/fax support centre to clients, the Contact Centre personnel:

• confirms the client's adherence to hardware and software technical specifications,
• educates the client on the inner workings of the Web site including the e-learning catalogue and the set-up of the individual learning plan,
• explains course management, and
• assists the client with the registration process if required.

Our Values

• In publishing our Client Service Charter, we are committed to providing our clients with an excellent service. This charter defines the roles and responsibilities of both the Campusdirect Contact Centre and its clients. The charter also explains our feedback mechanisms so that you can submit questions and comments as well as our responsiveness to these.
• We will listen to your enquiry and communicate our answer in a fashion appropriate to your requirements. We will strive to provide information and advice that is consistent, accurate and up to date.
• The Contact Centre will respond in a friendly, courteous and helpful manner to all enquiries. You will be treated with respect and equity in all dealings. We will provide an environment which is free from discrimination and harassment.

Our Service Standards

• Response Time: We will endeavour to respect the following response time to your enquiries: telephone calls and emails will be answered within four working hours or best effort. If your enquiry cannot be answered immediately, you will be notified of this and provided with an approximate answer date.
• Escalation: If required, we will be prompt in the escalation of issues to supervisors, managers and suppliers.
• Usernames and Passwords: Your username and password will be sent to you electronically. Provided that the email address entered in the membership registration form is valid, you will receive a confirmation email within a few minutes of having submitted your electronic form. Similarly, the online purchase of products can be accomplished within a few minutes if completed without requiring assistance.
• Site Availability: The Web site will be available at least 98% of the time.
• Privacy: The Contact Centre will adhere to your right to privacy and confidentiality as outlined in the Privacy Consent Notices presented at the time of registration.
• Ongoing Performance Measurement: We will continue to revisit and amend our service charter and delivery of service methodologies to maintain a superior level of service.

Your Rights

• You have the right to provide feedback. Submit your comments to questions@campusdirect.gc.ca.
• You have the right to privacy and confidentiality. Campusdirect has prepared a Privacy Code which ensures that data collection, storage and disclosure are minimized. In our reporting activities, we will utilize and present information, wherever possible, in an aggregate manner that protects the anonymity of the relevant individuals.
• You have the right to see your information. This may be done by logging in to MyCampusdirect and clicking on the “My Profile” link on the left tool bar. You can also see the details of your learning plan by clicking on the “My Learning Activities” and “My Learning History” links once logged in.
• You have the right to access services and information that meet your needs. Campusdirect is an Internet site and accessible anywhere anytime. Information and related literature requests can be handled by telephone, email, or fax.

Client Feedback

• We welcome your feedback concerning all aspects of the Web site. All suggestions will be treated seriously and considered within the context of organizational policies and available resources. To provide feedback, send your comments to questions@campusdirect.gc.ca. We will respond within four working hours.
• Feedback is collected in many forms including user surveys, usability studies, and day-to-day conversations with clients. This information is used to maintain services where adequate and improve those that are lacking while respecting your right to privacy and confidentiality.
• Our staff is trained to react to feedback and complaints. This includes recognizing the urgency of a situation and escalating appropriately to the correct supervisor or manager.