COMPLAINTS AND DISPUTE RESOLUTION PROCESS
At East Coast Care, customer satisfaction is important, and it is our commitment to respond to concerns and complaints promptly, accurately, and respectfully.
We strive to provide our customers with a transparent approach to address their concerns and complaints and will employ our best efforts to respond and resolve where possible. All complaints and personal information collected, whether written or oral, will be handled in a timely, professional, and confidential manner. If customers have any questions or concerns about the product they purchased, services or representatives, we want to make sure that these concerns are handled fairly and efficiently.
East Coast Care has a simple complaint resolution process:
Step 1: Talk to your advisor Discuss your concern with the advisor or representative that sold the product or provided the service. Many issues can be resolved by simply speaking with your advisor or a customer service representative. Contact your advisor or customer service representative and explain your concerns, your dissatisfaction or your problem and they should be able to correct the situation within a reasonable time.
Step 2: Talk to management If your concern is not resolved by your advisor or customer service representative to your complete satisfaction, please ask to speak with a manager.
Step 3: Contact the Complaints and Dispute Resolution officer If you remain unsatisfied with the manager’s response, you may ask to have your complaint escalated to the East Coast Care Complaint Officer for a further review.
East Coast Care Complaint Officer
PO BOX 1200 Station Main,
Moncton, NB E1C 8P9
What you can expect: Upon receipt of an escalated written complaint, your concerns will be acknowledged in writing by the East Coast Care Complaint Officer and an investigation into your concerns will begin.