The goal of this procedure is to provide a positive, safe, and supportive approach to promoting acceptable and appropriate customer conduct. iDrive Driving School encourages respectful and considerate relationships between the staff and its customers/students.
This procedure is also to establish a process that describes how iDrive Driving School manages unacceptable conduct by customers.
This procedure applies to all forms of communication by staff at iDrive Driving School Windsor employees and includes but is not limited to online, electronic, print and verbal communications.
Providing excellent customer service is important to iDrive Driving School Windsor on delivering high quality programs and services. iDrive Driving School staff, volunteers and anyone acting on behalf of iDrive Driving School are expected to conduct themselves in a respectful manner.
Equally, customers are responsible for behaving in a respectful manner to promote an environment that can be shared by all. This procedure is not intended to deal with generally difficult customers, our recognized customers are unique with varying interests and concerns. This procedure applies to customers whose conduct is unacceptable. Determining whether behaviours or demands are unacceptable requires all circumstances of a particular case to be taken into account. In most situations, the key difference is whether the conduct has a negative impact on a staff member's ability to provide services to others and that causes distress or disruption without proper or justified cause.
Reporting unacceptable conduct
For the purposes of this procedure, unacceptable conduct is any action by a customer, which because of its nature or frequency, has a disproportionate and unreasonable impact on our staff, other customers, services, time and/or resources.
Some examples of what we might consider to be unacceptable conduct are listed below. The list is not exhaustive, nor does one single action on its own necessarily imply that the customer will be considered as unacceptable:
- Verbal including threats, profanity, rude or inappropriate language, attempts to goad or incite anger in others, harassment, discrimination.
- Physical including aggressive or intimidating approaches to another individual, throwing articles in a deliberate or aggressive manner, physical striking of another individual.
- Illegal activity including illegal consumption of alcohol or drugs, theft, possession of weapons, vandalism.
- Any act that violates MTO requirements/regulations, city’s by-laws and or iDrive Driving School policies.
- Any act that gives rise to concern for public safety.
Unacceptable demands, persistence, lack of cooperation
- Demanding responses within an unreasonable time frame and not within our Customer Service Standards.
- Insisting on outcomes that are not possible or appropriate in the circumstances.
- Demanding services that are of a nature or scale that cannot be provided by iDrive Driving School.
- Unwillingness or refusing to accept iDrive Driving School cannot provide a particular service or action on a particular issue.
- Persistently contacting iDrive Driving School about the same matter when it has been considered and dealt with.
- Repeatedly sending phone calls, voicemail messages, visits, letters, emails after being asked not to do so.
- Contacting different staff seeking a different outcome or response.
- Arguing frequently about a solution in the face of valid contrary explanations.
- Displaying unhelpful behaviour such as withholding information, misquoting others.
- Refusing to cooperate with the complaints investigation process while still wishing their complaint to be resolved.
- Making unjustified complaints about staff who are trying to deal with the issue or filing complaints about staff that are frivolous or vexatious in nature.
- Making excessive demands on the time and resources of staff with a high volume or frequency of correspondence, or mingling requests with accusations and complaints.
iDrive Driving School recognizes the decision to deem a customer’s behaviour, or request for information as unacceptable could have significant consequences for the customer, including restricting their access to our services, and/or property. As such, this procedure outlines clear examples of unacceptable behaviours and demands as well as steps for staff to follow. Before deciding to apply any restrictions, we will ensure that:
The complaint or request for information has been dealt with properly and in line with the relevant procedures and statutory guidelines, and Staff have made every effort to satisfy the request or resolve the complaint
When these have been applied and where appropriate as a result of a repeated pattern of unacceptable conduct or a single significant incident, staff will follow the process outlined in Appendix A.
Any restrictions made under this procedure are on a case-by-case basis and there is an opportunity for the affected customer to appeal any restrictions, as outlined in Appendix A.
Customer – includes but is not limited to individuals, students, parents, business, examiners, Drive test centre and all stakeholders, that interact with iDrive Driving School and its employees.
Frivolous – means a complaint that is reasonably perceived by iDrive Driving School to be (a) without reasonable or probable cause (b) without merit or substance, or (c) trivial.
Vexatious – means a complaint that is frivolous, and which is pursued in a manner that is reasonably perceived by iDrive Driving School to be (a) malicious (b) intended to embarrass or harass the recipient, or (c) intended to be a nuisance.
Customers are responsible for:
Employees are responsible for:
Supervisors and managers are responsible for:
Directors and commissioners are responsible for:
Departments are responsible for:
- I understand that the Ministry of Transportation of Ontario (MTO) has changed the certification process in September of 2008 to an on-line certification. I understand that the MTO no longer issues a paper certificate.
- I understand if I need proof of course completion for insurance purposes, I must obtain a Driver’s Licence History search from the MTO.
- I agree not to hold the course provider (iDrive Driving School Windsor) or any of its associates or affiliates responsible for any bodily harm, injuries or property damage that may occur as result of my operation of a motor vehicle.
- I agree to follow the laws set forth in the Ontario Highway Traffic Act, Criminal Code of Canada and local by-laws while operating a motor vehicle during in-car training.
- I must successfully complete all components of the Beginner Driver Education (BDE) course within 12 months to be eligible for certification.
- I must attend all 20 hours of classroom instruction or complete all 8 modules of the e-learning program. I must make up for any time missed in the classroom during an upcoming course. I understand the passing mark is 80%.
- I must attend all ten (10) hours of in-car instructions. I must complete all ten (10) hours of in-car instructions within 12 months from the Registration date and achieve a mark of not less then 80% otherwise a fee may be changed.
- I also agree that it is my responsibility to always have my Drivers licence with me during my in-car lessons and that I meet the conditions shown on my license (i.e., glasses required).
- I further agree that I will not be under the influence of alcohol and/or drugs by any means during my operation of a motor vehicle during my in-car training.
- I must complete the surveys and homework and submit them to my in-class/on-line instructor on the last day of the in-class/on-line portion of the BDE course.
- I understand and agree to give more than 24 hours cancellation notice to my in-car Driving Instructor should I need to cancel and/or reschedule any of my in-car lessons.
- I understand that the cancellation fee is $40/hour (60 minutes) payable to iDrive Driving School Windsor, if cancelling within less than 24 hours’ notice.
- I understand, the fee I paid for the BDE course is for 20 hours of in-class instructions or 8 modules done on-line at my own pace, student HomeLink (homework) materials and 10 hours of in-car training. It does not include any additional training and/or any cost for road test or vehicle use for the road test. Additional training and/or the use of a school vehicle for the road test may be available at additional cost.
- I understand by submitting this form; I agree that no refund, exchange or transfer can be made. iDrive Driving School Windsor has the right to deny service for any but not limited to unacceptable behaviour.
- I understand a $40 fee will be charged to non-sufficient fund (NSF) Cheques.
- I understand all fees must be paid in full to iDrive Driving school Windsor before I am considered eligible to be certified. I also understand, failing to do so, will result in not certifying that I completed the BDE course.