Our Customer Service

We are commited to:

• enabling you to contact us in the way you prefer – by telephone, facsimile, e-mail, in writing or in person;
• posting our regular hours of operation and providing services flexible enough to meet client demand and personal schedules; including evenings and/or weekends based on client need.
• enabling customers who speak a language other than English to communicate with us by utilizing community interpretation services;
• responding to your letters and emails within five working days;
• continuously monitoring client satisfaction with our programs and services, and encouraging clientele to contact our Client Services Manager to discuss any concerns and resolve any service delivery issues.
• ensuring all clients receive immediate service during regular business hours to secure an initial intake appointment (within 5 business days); and
• scheduling intial employment counselling appointments within 10 business days of intial contact.

We are committed to:

• excellence in service for all customers including persons with disabilities (click here to view our Accessible Customer Service Plan)


• providing information about our programs and services in plain language to enable you to make an informed decision that best suits your learning and employment needs;


• providing all clients with the services of an experienced employment counsellor;


• ensuring client service agreements are explained in full, are clear and understood;


• providing mobile service where a need has been identified; and


• providing clients with reasonable access to the Internet, telephone, and other office equipment as required.

We are committed to:

• protecting your personal information (including your phone calls and other communications) from misuse and loss;
• requiring in-person registration to access programs and services;
• providing you with access to your personal information that we have on record and taking reasonable steps to keep your details accurate and up-to-date; and
• having our performance in relation to privacy audited annually.

We are committed to:

• protecting your location, attendance and participation in our programs and services from third parties at all times;
• providing services that recognize the individual needs of customers and staff; including fully accessible facilities for all our programs and services, and adhering to WIL’s health and safety policies to ensure a safe learning and working environment for all; and
• notifying appropriate authorities if we have reason to believe a client is a potential harm to him/herself or others.

We are committed to:

• actively encouraging feedback (concerns, compliments or complaints) from our clientele;
• dealing with your concerns or complaints promptly, fairly, completely and courteously;
• informing you of how we propose to act, how long it should take and what the results are within 5 business days of receiving a complaint;
• a review of your complaint by our Client Services Manager, at your request, if you feel that the issue has not been resolved to your satisfaction;and
• reporting to our funding partners on customer service, including a measure of client satisfaction and employment service performance measures.