Company Policies

Client Satisfaction & Quality Assurance Policy

Our client satisfaction and quality assurance policy is designed to ensure high quality service delivery in line with our Client Service Standards:

  • Communication that is frequent and clear;
  • Accessibility to client service team clients;
  • Accountability to quality at all times; and
  • Responsibility by assigning work to appropriate levels of seniority and skill.

We promise to provide services that address your specific needs according to these standards. We ask you to tell us immediately if you are dissatisfied with our services in any way, so that we can make improvements to the service relationship early on. We pledge to put our clients first at all times, and meet or exceed industry best practice quality standards for services and deliverables.

We commit that as a client you will receive high quality services delivered in a timely manner. To do this, we will communicate with you frequently and will involve you in strategic decisions, especially if a project requires a change in direction. We will ensure your satisfaction with our service. If at any time we do not perform to your satisfaction, we ask that you advise us immediately. At that point, we will work with you to resolve the issue to your satisfaction.

Protection of Personal Information Policy

Policy Statement

Pentire will strive to ensure that the personal information it manages in the conduct of its business is protected.

Purpose

To protect personal information, and assure individuals of this protection, this policy establishes procedures enabling Pentire to comply with the federal Personal Information Protection and Electronic Documents Act (PIPEDA).

Scope

This policy addresses the protection of personal information of clients and other individuals whose personal information is collected.

Policy Details, Interpretation & Administration

Except when otherwise permitted by law, we will only use a client’s Personal Information for the purposes identified to that client. When Personal Information is to be used for a purpose not identified, we will take all reasonable steps to ensure that the client is made aware of the new purpose.

This policy establishes procedures that reflect the principles in PIPEDA. In summary, the principles are:

    1. Accountability
      1. Pentire’s President is responsible for compliance with PIPEDA.
    2. Identifying Purposes
      1. Inform individuals about the purpose of collecting personal information
    3. Consent
      1. Obtain individuals’ consent to collect, use and disclose personal information
    4. Limiting Collection
      1. Collect only the required personal information, in accordance with consent obtained
    5. Limiting Use, Disclosure and Retention
      1. Use and disclose personal information in accordance with consent obtained, and retain it for the appropriate period of time
    6. Accuracy
      1. Update personal information as required
    7. Safeguards
      1. Protect the personal information from loss or unauthorized access
    8. Openness
      1. Maintain open communication about this policy and procedures
    9. Individual Access
      1. Make personal information reasonably accessible to individuals
    10. Challenging Compliance
      1. Facilitate inquiries and complaints of individuals

Confidentiality of Information, and Breach of Confidentiality

In order for staff to work collaboratively, staff may share information among each other that will assist in the provision of client services.  This sharing of information between professionals does not constitute a breach of confidentiality.

In a case where an employee is uncertain whether an issue is confidential, the employee shall consult with their immediate supervisor for direction.

Employees are required to abide by the “confidentiality” provisions that may be outlined in a contractual agreement that Pentire may enter into.  It is the responsibility of Pentire to ensure that employees are aware of the confidentiality provisions within the agreement.

The sharing of information between professional staff, with client verbal or written permission and undertaken within a professional framework, does not constitute a breach of confidentiality.

If an employee is registered with a professional regulated association and has been terminated due to breach of confidentiality, the respective supervisors and/or managers shall report the termination to the appropriate association.