The dispute and complaint resolution process are intended to provide clients, service providers and social assistance partners with an additional avenue to provide feedback to Serco about Employment Services. Each complaint will be received, addressed, and investigated in a timely manner. The results will help to improve employment services.

The Serco dispute and complaint resolution process is based on the principles of ensuring a timely and transparent process that is initiated at the most appropriate level. It should also include further steps in the process should the complainant not be satisfied with the response.

All participant, Service Provider and Social Assistance partner complaints will be regularly reviewed and reported to the province every quarter. As part of the continuous improvement process, it will include an analysis of complaints received, actions taken, and lessons learned.

Complaints will be assessed based on timelines, outcomes, and trends. We will regularly review complaints in our management process, as well as through the Centre of Excellence (COE). This will help Serco to ensure that our Employment Services are locally responsive, and client centred.

Serco and our Service Delivery Partners are committed to transparent and equitable treatment of all clients, as well as Service Providers and Social Assistance partners. All Service Delivery Partners are required to have accessible and equitable facilities and services for all clients in English and French.

As per the Services Act and the Accessibility for Ontarians with Disabilities Act, 2005, each Service Provider is required to have site-specific accessibility information and feedback methods when accessibility is at issue.

Clients, Service Providers and Social Assistance partners can also use the following processes for accessibility issues, as well as compliance or customer service concerns:

Dispute and Complaint Resolution Process

For clients, this dispute and complaint resolution process will be readily available. Received complaints will be initially addressed at the Service Provider level. 

1. Please contact your Region of Waterloo Employment Ontario team to discuss your concern. You can contact us by reaching out to:

   Anna Schwarz, Supervisor, Employment and Income Support

   Phone: 382-889-5181

   Email: aschwarz@regionofwaterloo.ca

   EmployNext / Serco Canada

   Winnie NGO, Employment Service Manager

   Phone: 647-285-2467

   Email: winnie.ngo@serco-na.com

2. Clients should provide the following information with their complaint:
   • Name
   • Best time to contact
   • Details and nature of the concern or complaint
3. The Region of Waterloo will respond within two business days, depending on the nature or circumstances of the concern or complaint. 
4. If the Region of Waterloo Employment Ontario program is unable to resolve the complaint with the client, Serco will be contacted immediately by the Service Provider to advise of the unresolved issue. The Service Provider will also notify the client in writing that the issue has been escalated to the System Service Manager.
5. If the client has not yet contacted Serco, Serco's Employment Service Manager will contact the client directly with information provided by the Service Provider.
6. Serco's Employment Services Manager will fully investigate the complaint and provide a resolution.
7. In the case where the complaint has still not been resolved, the issue will be raised to the Senior Employment Services Manager and the Managing Director of Employment Services for further investigation and resolution.

Contacting Serco Directly

Serco understands the importance of addressing concerns promptly and efficiently. Included below is information on how to contact Serco and the details needed to process the complaint.

Contact Information

Serco recognizes that accessible communication is the cornerstone of addressing any issue. Please see the information below to contact us:

Address: 37 Carl Hall Road, Toronto, Ontario, Canada M3K 2E2

Phone: 416-861-2030

Website: serco.com/ca

Business Hours of Operation

Serco is available Monday to Friday between 8:00 a.m. and 5:00 p.m. EST.

Outside of Business Hours

Serco acknowledges that issues may not always happen during regular operating hours. Therefore, Serco has created a clear and effective way for complainants seeking assistance outside of regular operating times.

To reach Serco after hours, complainants are asked to take one of the following steps:

1. Call Cerco's business number at 416-861-2030. Leave a message if the call is not answered live. Messages will be responded to on the next business day.
2. Email Serco at employmentservices@serco-na.com. Messages will be responded to no later than the next business day.