All requests will be handled in a timely, courteous, and professional manner. All requests will be managed in the official language of your choice. All employees will identify themselves in all correspondence - verbal, written, or electronic

• The Bookstore is committed to continuous technological improvement and offers coaching on our website.

• If we are unable to fulfil your request, we will refer you to the appropriate sources.

Telephone standards

• Your call will be answered by the third ring during core business hours (08:00 to 16:00), or your call will be forwarded to a voice mail box which is checked on a regular basis. A common telephone protocol will be in place (identification of the ministry and program, hours of operation).

• All calls will be returned within 24 hours (according to time zone differences).

Mail standards (for fax, mail, or electronic mail):

• All correspondence will be answered within 24 hours of receipt.

• All orders will be shipped within 24 hours via regular mail, or on the same day by courier if called in before 12:00.

• The nature of the inquiry will dictate the exact response time.

• If an extensive search is required, or a conclusive response is not possible within that time, an acknowledgment with an anticipated date of response will be sent immediately.

Walk-In standards

• Core business hours for staff-assisted service will be 08:30 to 16:00, from Monday to Friday (except for statutory holidays).

• Prompt service will be provided by our fully trained personnel.

• Our complete inventory offers immediate delivery of merchandise.

Complaint Resolution standards

• Verbal or written complaints will be forwarded to line management. After investigation, an immediate response will be given to the client either verbally or in writing.

• Products damaged in shipment or supplied incorrectly can be returned for exchange, replacement, or refund within seven days of receipt.

• Each contact will allow an opportunity to provide feedback on products and services.

Earth Sciences Sector Service Standards for the Geological Survey of Canada