Feedback

At NPower Canada, we strive to provide the best possible service to our participants, alumni, employer partners and funders. We demonstrate this commitment in the following ways:

• Ensuring all communication with our stakeholders is conducted in a professional and respectful manner
• Ensuring that we provide a safe and supportive environment for all stakeholders
• Providing opportunities for feedback

Feedback from NPower Canada stakeholders is taken very seriously as part of our commitment to continuous improvement. If you have feedback about the service you received, you can address the situation by emailing us at [email protected]. All complaints need to provide sufficient, precise and relevant information including dates, places, persons/witnesses. Once you have submitted your feedback via email, a member of our team will respond to you within five (5) business days, during which time we will:

• Assess complaints (only those substantiated will be investigated (e.g. made in good faith, provided sufficient information, etc.))
• Ensure investigation and analysis of the complaint is handled fairly and confidentially
  • Create an action plan and/or response which may or may not involve:
  • Updating organizational information and/or marketing materials
  • Updating relevant policies, procedures, or service delivery processes
  • Providing training or guidance for employee(s)
  • Taking other appropriate action

Most feedback investigations are concluded with 30 business days of receipt and all supporting information. If this timeline cannot be met, NPower Canada will contact you to explain that more time is needed, and when you can expect a response.