Literacy Link South Central's Customer Complaint and Resolution Process will follow these steps:

1. Our Customer Complaint and Resolution Process will be openly posted in a public place in our office and feedback forms will be available upon request via e-mail or in print copy.
2. Customer complaints must be submitted in writing in person or via email or mail. Written complaints should include the date of the complaint and a description or nature of the issue.
3. Complaints will be submitted to LLSC’s Executive Director(s). Our Executive Director(s) will log all complaints and all follow-up activities in a Customer Feedback Log. This log will include the nature of the complaint and the date of submission.
4. To ensure confidentiality, our Customer Feedback Log will be stored in a locked filing cabinet that is accessed only by the Executive Director(s).
5. LLSC’s Executive Director(s) will acknowledge all complaints within three business days from their date of submission.
6. LLSC’s Executive Director(s) or designate will follow up and try to resolve all complaints within seven business days from the date the written complaint is received. LLSC’s Executive Director(s) or designate will review and discuss the complaint to try to resolve with the complaint.
7. LLSC’s Executive Director(s) or designate will follow up again with the complainant 14 business days after the original complaint was made to assess the complainant's satisfaction with how we resolved the issue.
8. If the complainant is still unsatisfied with LLSC’s staff’s response to their complaint, they may submit a written appeal to the Board President care of the Literacy Link South Central office address. The President or Board designate will respond in writing to the complainant within 10 business days after the written appeal is submitted. The decision of the President or Board designate will be final.
9. Information in the Customer Feedback Log will remain on file for one year. After this time, all records will be destroyed to ensure the confidentiality of the customer.
10. To continually improve our services, LLSC’s Board of Directors will review annually an anonymous summary of all complaints received and adjust policies as required.

Compliments 

We love compliments! Literacy Link South Central would greatly value knowing when you have been impressed or pleased with our services. 

Please tell us about your positive experiences via the "contact us" form on our website, by email, telephone or mail. We will use these compliments to further improve our services and increase the morale of our staff and volunteers.

To continually improve our services, LLSC’s Board of Directors will also review annually a summary of all compliments based on the Customer Feedback Log.