What do I do if an client questions the accuracy of their match results?

If you get a question about the accuracy of the results etc, explain the match process and how the algorithm works.

Sample text on the KB here: https://carms.zendesk.com/hc/en-us/articles/115004239246-I-am-not-happy-with-my-match-result-and-would-like-an-audit-completed2)

3) ONLY provide a possible audit if you are UNABLE to alleviate questions/concerns over phone/email/chat and if the applicant specifically requests an audit

4) Over the phone: Requests are to be sent by the applicant to compliance@carms.ca (if you have done everything to avoid the request for an audit)

Over email: Requests sent to compliance@carms.ca in Zendesk are to be forwarded to Ryan. Ryan is responsible for the tracking and responding to official audit requests.