The Peel Adult Learning Centre is a non-profit community organization in the Region of Peel. We have been successfully delivering labour adjustment and academic upgrading programs for over 25 years.
We have talented, qualified staff experienced in adult education dedicated to helping our students reach their goals.
Governance is provided by a volunteer board of directors with experience and knowledge in adult education and training, labour adjustment, policy analysis, research and literacy.
Our Employment Ontario programs are funded by the Government of Ontario’s Ministry of Labour, Training and Skills Development
For more information call or e-mail firstname.lastname@example.org
Confidentiality and Privacy
Here are some of the ways we protect your personal information:
- Some information has to be collected, but you will always be told what is being collected and why it is being collected. You will sign a permission form so that we may have this information.
- All staff members understand the requirements of the privacy laws and are under a legal obligation to handle your personal information carefully. It will be locked up when not being handled by staff.
- Only staff members who need to know personal information disclosed to us will have access to that information.
- Paper information will be kept for the length of time required by our funder, and then be securely destroyed.
- Information stored on a computer will be password protected and destroyed securely when paper copies are destroyed.
- Personal information can be disclosed or collected without informed consent only in the case of extreme emergency (eg. the information is required by law or if someone’s life, health, or security is threatened).
- You may see what personal information we have collected at any time.
- We make every effort to protect your privacy, but if you have a complaint, it can be directed to the executive director (above) or sent by email to email@example.com
Customer Service Charter
WHO WE ARE
- The Peel Adult Learning Centre (PALC) is a not-for-profit, community-based organization.
- We are part of Employment Ontario.
- We began program delivery in 1992 and incorporated in 1998.
- We are governed by a Board of Directors.
WHAT WE DO
- We are a customer-focused organization and are committed to delivering quality programs and services that will help adults prepare for their future.
- We offer an outcomes-based, flexible, supportive, and respectful learning environment based on adult learning principles.
- With us, suitable clients can prepare for employment, post-secondary, apprenticeship, and secondary school credits by improving their essential skills.
- We strive to provide a safe learning environment free from risk, harm, and harassment for learners and staff (guided by the Ontario Occupational Health and Safety Act).
WHAT YOU CAN EXPECT
A culture of customer service from the start
- We will ensure our website www.palc.ca is up-to-date.
- We will respond to phone, email messages, and requests submitted via our website within two business days.
- We will offer information and referral services to help you decide your next step.
- Based on the information you provide to us, our friendly, respectful, and knowledgeable staff will listen to you and provide clear, accurate information.
- Following an individualized assessment, you will be contacted with results within five business days.
- Based on your individual assessment results, you will be offered admission or directed to a more suitable program based on your skills, needs, and goals.
- If, at the completion of our assessment period, results indicate you are eligible to join the Peel Adult Learning Centre, staff will work with you to develop an individualized learner plan within the first four weeks.
Initial and ongoing support
- We provide an orientation process so learners get a clear understanding of our program, our policies and rules, and our expectations for learners.
- PALC’s staff members are here to support and assist you. Support will be available within the classroom and with our education counsellor, who will endeavour to help you with individual needs.
- We support learners to access community supports that they require.
- We provide information and referral services to learners who have social or economic needs or those needing a different or more suitable program.
- We support learners to access and participate in other training, employment, and community services to help them meet their goals.
- We are knowledgeable about resources and services provided in our community and make effective client referrals.
- We will endeavour to help you plan your next steps beyond this program.
A learner-centered, quality learning environment
- We provide quality instruction by skilled instructors who follow a learner-centered delivery model that meets the needs, motivations, and goals of our learners.
- We provide instruction in a variety of formats to meet the needs of different learning styles.
- We work to address the barriers to learning faced by adult learners.
- Your instructor will provide prompt feedback, and assignments and results will be reviewed and returned promptly.
- There will be one-on-one assistance available to you.
- Your individualized learner plan will be reviewed with you monthly and progress towards your chosen goal path will be discussed.
- We strictly honour the need for confidentiality of service.
- We regularly update our privacy policies and procedures to ensure strict compliance with requirements mandated by our core funder.
Respect, inclusion, and accessibility
- We value and respect diversity: age, gender, race, ethnicity, culture, physical and intellectual ability, religion, beliefs, sexual orientation, and educational background.
- We seek to accommodate people with disabilities and special needs wherever possible.
- We adhere to the Canadian Human Rights Act and all appropriate government legislation.
A formal customer complaint and resolution process
- We encourage customer feedback – whether positive or negative – and have feedback forms available at the reception desk.
- We have clearly posted procedures in place for complaints.
- We follow up on complaints within an agreed upon timeframe and manner as posted in our Complaint and Resolution Process.
Regular improvement of customer service practices
- We will regularly assess our customer service practices and improve as needed.
- We track and review feedback from our clients and change our customer service practices if needed.
- We follow up on any issues, questions, concerns, needs, etc. raised by our clients.
- As part of the program’s monitoring process, we work with our core funder to identify areas of strength and areas for improvement in our customer service practices.
WHAT YOU CAN DO TO HELP US SERVE YOU BETTER
It is important for PALC to track and evaluate its effectiveness, and we count on you…
- to build a good relationship with staff and other clients based on mutual respect
- to disclose all information and circumstances that may affect your learning or our ability to support you
- to respect deadlines and take responsibility for your learning
- to advise us immediately of any changes to your phone number, mailing address, or email address
- to advise us of any change in your personal or employment situation which might affect your participation
- to stay in touch with us after you have left – we care about your ongoing success
- to give us your comments, suggestions, and concerns so that we can use them to improve our programs and services.
Complaint and Resolution Process
- Feedback forms, including complaint forms, are available at the reception desk. They will also be available upon request by email.
- Customer complaints must be submitted in writing either in person or via email, fax, or mail. Written complaints should include date of complaint and description or nature of the issue. It is permissible to have someone help you write the complaint as long as your signature is included and the person assisting you includes his/her name and contact information.
- Complaints will be submitted to PALC’s office administrator who will log all complaints and follow-up activities in a Customer Complaint Log. This log will include the nature of the complaint and the date of submission.
- To ensure confidentiality, our Customer Complaint Log will be stored in a locked filing cabinet that is accessed only by the executive director and the office administrator.
- PALC’s office administrator will acknowledge all complaints within three business days from date of submission.
- PALC’s executive director or designate will follow up and try to resolve all complaints within seven business days from the date the written complaint is received. PALC’s executive director or designate will review and discuss the complaint to try to reach resolution with the complaint.
- If, after 14 days of the complaint’s resolution, the complainant is not satisfied with how the issue was resolved, he or she may then follow up with PALC’s executive director or designate.
- If the complainant is still not satisfied with the response from PALC staff, he or she may submit a written appeal to the office administrator. This appeal will be forwarded to the executive director and, if warranted, to the executive committee of PALC’s board of directors. The executive committee will respond in writing, through the executive director, within 14 business days after the written appeal is submitted. Their decision will be final.
Mississauga ON L5t 2L1
905 507 0111
Brampton, ON L6Z 4M6
905 495 2700