Compliments & Concerns

MacCon – Security, Medical, Logistics is committed to providing our clients and the community with responsive and meaningful customer service.  Ensuring that we maintain quality customer service is one of the highest priorities of every MacCon Member.  It is what our clients and the community deserves and expects.

In clear and simple terms, the standard of service our clients and members of the community can expect in their dealings with MacCon Management and its staff include;
     - Being accessible,
     - Being professional and helpful, and;
     - Taking appropriate action to resolve issues or enquires

This commitment to the diverse communities we serve will be measured and built into our training programs, business plans and other systems.  As every MacCon Member is responsible for delivering quality customer service, it is expected that each Member take an active part in supporting this commitment.

Feedback on our performance:

MacCon – Security, Medical, Logistics welcomes constructive feedback on the performance of our company and individual Members so that we can improve the services we provide.

This means we will:
     - Encourage your feedback, complaints and compliments about our Members and services.
     - Collect and, where possible, use your feedback to continuously improve how we deliver our services.
     - Where appropriate, investigate your matter and advise you of the outcome.
     - Tell you when no further action will be taken and the reason why.

How to file a compliment:

If you have had an experience with MacCon – Security Medical, Logistics or any of its members that you feel is worthy of compliment, we would like to hear from you. Please take the time to write out your observations and forward them to our Professional Standards Unit by emailing us here.

Or by mail to;

     Professional Standards Unit
     MacCon – Security, Medical, Logistics
     20042 Stock Exchange Tower
     Calgary, Alberta  T2P 4J2

All compliments are sent to the individual Member and a copy is attached to their personnel file.  Additionally, we may post your comments in the testimonials section of our website.

How to file a concern:

If you have had an experience with MacCon – Security Medical, Logistics or any of its members that you feel requires investigation, we would like to hear from you.

Please take the time to write out your concerns and forward them to our Professional Standards Unit by emailing us here or by mail to;

     Professional Standards Unit
     MacCon – Security, Medical, Logistics
     20042 Stock Exchange Tower
     Calgary, Alberta  T2P 4J2

NOTE: Written concerns about individual Members must be received by MacCon within 90 days of the action or circumstances that prompted the concern.

NOTE: Written concerns against the Company itself must also be received within 90 days of the action or circumstances that prompted the concern.

Please also send a copy of any company related concerns to:

     Complaints Coordinator, Security Programs
     Solicitor General and Ministry of Public Safety
     10th Floor, 10365 – 97 Street
     Edmonton, Alberta   T5J 3W7

What do I include in the complaint?
     - place, date and time of incident
     - names, addresses and telephone numbers of any witnesses
     - names or employee numbers of the Members involved
     - any numbers on vehicles
     - also describe what took place and what statement or actions the citizen is concerned about
     - include all photocopies of any documents issued during the incident
     - do not send original documentation

For more information on how your concerns will be investigated and addressed, please review the forms indicated:

Public Complaint Against Business Info Sheet or Public Complaint Against Individual Info Sheet