Complaint Resolution Process at the Credit Counselling Society

The Credit Counselling Society (CCS) is committed to quality and taking excellent care of our clients. The concerns you share give us an opportunity to improve our services. CCS will attempt to resolve your concerns in an impartial, timely, professional, and confidential manner. If you choose to make a complaint, CCS will continue to treat you fairly regardless of the complaint. The following process will assist you in resolving your complaint:

Step One

Try to resolve the issue with the team member who is directly assisting you. This can be done through whichever mode of communication is most comfortable for you (i.e. email, phone, or in-person).

Step Two

If the issue cannot be resolved with the team member, or you are not comfortable contacting them, please contact us to speak with a manager (our team member who responds will connect you with the appropriate manager to resolve your concern). The manager will respond to you within two (2) business days to further clarify and/or address your concerns.

Step Three

If your concern is not addressed to your satisfaction through Steps One or Two, you may direct your concern to our Vice President, Programs & Services, who can also be reached at this email.

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