Scientific and Technical Publishing Services |
Proactive disclosure Print version | | Natural Resources Canada > Earth Sciences Sector > Publishing Services > Cartography
Services Standards for General Inquiries
General Inquiry Standards
- All inquiries will be handled in a timely, courteous, and professional manner,
in either official language
- The identity of the person handling the inquiry will be provided in all
correspondence - verbal, written, or electronic
- All inquiries that cannot be handled directly will be referred to an appropriate
source
Telephone Standards
- During core business hours (08:30 to 16:00 EST), phone calls will be answered
by at least the fourth ring or the phone call will be forwarded to a voice
mailbox, which is checked on a regular basis
- All calls will be responded to within 24 hours (according to time zone differences)
Mail Standards
- All correspondence will be responded to within 24 hours of receipt
- 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 acknowledgement 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 EST,
from Monday to Friday (except for statutory holidays)
- Fully trained personnel will provide prompt, courteous, and professional
service, in either official language
Feedback mechanisms and complaint handling
- Verbal and written complaints will be forwarded to line management and acknowledged
within two days, with a final response depending on the nature of the complaint
- ISO
Quality System Improvement
Request (QSI) [PDF, 93.5 kb, viewer] forms are available (in paper or electronic format) for logging a complaint
and will be forwarded to an ISO representative for immediate corrective action
with preventive measures according to priority
- 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
Principal contact of the Cartography section
A/Manager, Scientific and Technical Publishing:
Andrew Moore
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