WHAT CLIENTS CAN EXPECT
Our commitments to you.
- To be treated with dignity, courtesy and respect.
- To receive clear information about the VLS service process.
- To know who is responsible for the service or assignment where applicable.
- To have important concerns documented and reviewed.
- To receive reasonable updates on active matters.
- To have complaints or incidents routed through a defined review process.
- To have personal information handled according to the applicable VLS privacy and security procedures.
- To know when a service requires a licensed, registered or otherwise qualified professional.
WHAT VLS ASKS OF CLIENTS
A strong service relationship works both ways.
- Provide accurate information needed to understand the request.
- Tell VLS promptly when circumstances, timing or requirements change.
- Treat VLS professionals and personnel respectfully.
- Provide safe and reasonable access where an assignment requires attendance at a site.
- Review completed work and raise legitimate concerns promptly.
- Do not ask a VLS worker to perform regulated work outside their authorization.
- Use secure channels when VLS instructs that sensitive information should not be sent through general website forms.
OUR SERVICE PHILOSOPHY
We want people to feel the difference.
That difference should be visible in communication, organization, care, follow-through and the way concerns are handled—not merely in advertising language.