AIR-SOM / Centre Prisme, is committed to providing a high quality service to all its members and users:
Be attentive to members and users feedback related to our services;
Guarantee to its members and users a confidential and expeditious complaints procedure;
Respond to complainants within a maximum of 20 working days from the date the complaint is submitted.
For this purpose, Ms Marijana Mitic is the person designate as responsible for complaints and, in her absence, Ms Maribel Palacios.
The complainant submits his or her complaint, explaining its nature and documenting it if necessary;
Airsom Centre Prisme will analyze the merits and proceed by notifying the authorities concerned. If required, it will offer mediation and clarification services to the parties in dispute;
If the complaint requires a sanction, address the application of corrective measures, in accordance with the organization’s administrative policies or the laws of the Province of Quebec;
Referral to a competent body of any complainant whose complaint falls outside the remit of AIR-SOM / Centre Prisme.
Inform the complainant of the arrangements made with respect to the complaint filed within 20 working days after the filing of the complaint in question.
