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How do I report a hostile client interaction?

Before reporting a hostile client interaction, the following needs to have occured:

1) Someone has contacted CaRMS and has been identified (Name/CaRMS Online account)

2) Team member used the de-escalation process to be best of their abilities and believes the interaction violates the code of conduct.

*Exception – if someone contacts us and refuses to identify themselves and is abusive, the interaction can and should be terminated but no elevation is required.

How to report a hostile interaction:

  1. A member of the CaRMS team contacts CS Manager to identify a potential abusive interaction
    • If interaction is live and on-going, CS Manager will take on the interaction via call or chat.
    • If interaction is not live, ticket assigned to CS Manager.
  2. CS manager to review with compliance.
  3. Decision will be made on next steps. member of the CaRMS team who reported the hostile interaction is made aware.