Our Programs
The Canadian Centre for Occupational Health and Safety (CCOHS) is Canada’s national center for occupational health and safety
(OH&S) information. Our mandate is to promote workplace health and safety and encourage the application of knowledge and methods that will lead to improved physical and mental health.
To carry out these responsibilities, CCOHS has a number of different programs:
| 1. | Inquiries service provides free information on occupational health and safety to support Canadians in their efforts to improve workplace safety and health.
Citizens are provided access to information through a free and impartial
personalized service via telephone, web form, e-mail, person-to-person, fax or
mail. Alternatively they can independently access a broad range of electronic and
print resources.
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| 2. | Health and safety information development collects, analyzes, evaluates,creates and publishes authoritative information resources on occupational health
and safety for the benefit of working Canadians. This information is used for
education and training, research, policy development, development of best
practices, improvement of health and safety programs, achieving compliance and
for personal use. When CCOHS products or service provided by CCOHS is to
identifiable external recipients with benefits beyond those enjoyed by the general
public, a user fee is charged.
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| 3. | Collaborative projects support various levels of government and industry who’s goals are to advance the state of occupational health and safety by meeting the specific needs of their stakeholders. |
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Our Service Pledge
We will provide clients of the Canadian Centre for Occupational Health and Safety
with a service, that is:
Complete – We will provide you complete information to meet your expressed
needs.
Useful – We will provide you useful information that is current and relevant to
your specific needs.
Clear – We will respond to your questions with clarity using clear language and
appropriate information for your needs.
Reliable – We will provide reliable information from trusted sources that are
unbiased.
Professional – Competent and knowledgeable staff will respond to your questions.
Timely – We will provide you with a timely response to your requests.
Accessible – we will make it easy for you to obtain information from us, via
telephone, e-mail or our website, in the official language of your choice.
Courteous – We will listen and respond to what you say and treat you with
respect.
Inquiries Service
The Inquiries Service staff is available to assist with your occupational health and safety
information needs. We are available to answer your questions if you call, visit or send
an e-mail.
If you call our office during business hours, you can expect the call to be answered by
a fully trained staff able to assess to your health and safety questions. Normally,
you will not have to wait more than 5 minutes for your call to be answered. Where a
response can be provided immediately it will be.
Where the response requires obtaining information already approved for distribution,
a reply can be expected by the next business day. When further research or
customization is necessary, a response can be expected in 5 business days.
When information is not available and unique research involving technical specialists
is required, the client will be advised of this situation and an expected response time
given.
You may also contact the Inquiries Service by e-mail. Your e-mail will be
acknowledged within 24 hours. Where a response can be provided immediately it will
be.
As with telephone calls, where the response requires obtaining information already
approved for distribution, a reply can be expected by the next business day. Where
further research or customization is necessary, a response can be expected in 5
business days. Where information is not available and unique research involving
technical specialists is required, the client will be advised of this situation and an
expected response time given.
Client Services
The Client Services team will answer questions about, or in the use of our publications,
training programs and electronic products and services. Your request will be handled
by knowledgeable and competent staff in the official language of your choice. You
may contact client services via telephone, web form, e-mail, fax or mail. Your contact will be
acknowledged within one business day. A response will be provided the next business
day. Where additional information must be researched in order to fulfill your request,
you will be notified and given an approximate response date. Orders will be shipped
within 3 business days.
Our Methods
Consultation
CCOHS has consulted its clients in preparation of these Standards. The complete
report is located at: http://www.ccohs.ca/ccohs/reports/cust_survey.htm
Measurement
We are committed to assessing client satisfaction on an ongoing basis. Clients with
direct contact are invited to complete a client satisfaction survey. In addition,
feedback is sought on specific products and services for client satisfaction and to
identify areas for improvement in content and delivery. On a periodic basis, users of
our website are surveyed to obtain their feedback.
Our goal is to measure performance against the service attributes listed above.
Additional user feedback will be sought for other products and services that will be
geared towards those products or services.
Our results are reported in our annual Performance Report.
Costs
The costs of our program is published in our audited financial statement in the Annual
Report of the Council. Details of various programs are outlined in our performance
report.
Questions or Complaints
We are committed to providing all clients of CCOHS with the best service we can. If
you feel that you have received unsatisfactory service or unfair treatment, please
contact the Manager, Marketing, Sales and Communications or the Manager, Inquiries.
Your concern will be answered within 5 business days.
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