At GreenShield (GS), we view customer concerns and complaints as an opportunity for us to help you while getting to know your needs better. And helping you helps us improve our service delivery. Accordingly, we are committed to resolving any concern or complaint you may have quickly, professionally, and to your total satisfaction—with complete confidentiality.
Our commitment to you
Stakeholder concern resolution process
Our commitment to you
At GreenShield, we view stakeholder concerns and complaints as an opportunity for us to learn as we pursue our mission of Better Health for All. Accordingly, we are committed to addressing concerns and complaints quickly and professionally.
Stakeholders, including partners, suppliers, and community members, can safely raise a concern or complaint about our social, environmental, governance, or business practices or conduct through our stakeholder concern resolution process.
If you are a customer, click here for our customer complaint resolution process.
Stakeholders can submit a concern or complaint by email at: YourVoice@GreenShield.ca.
In your message, please include:
- Your name and contact information (or indicate if you wish to remain anonymous)
- Your relationship to GreenShield (for example: supplier, partner, community organization)
- A brief description of your concern or complaint, including key facts and dates
- Any steps you have already taken to raise this issue with GreenShield, if applicable
How we handle concerns
We take all stakeholder concerns and complaints seriously and review them in a timely and fair manner. Once we receive your email:
- We will acknowledge receipt of your concern or complaint and communicate key steps in the process as well as expected timelines.
- We will review the concern or complaint, assess whether it meets the social, environmental, governance, or business conduct eligibility criteria under this procedure, and determine the appropriate next steps. We may ask for additional information or clarification.
- We aim to provide a resolution within 90 days wherever possible, and to keep you informed of key steps in the process, expected timelines, and when your concern or complaint has been resolved or closed, or why it does not meet eligibility criteria under this procedure.
- Where appropriate, we may implement corrective actions, changes to our processes or controls, or other measures to address the issues raised.
GreenShield prohibits retaliation against anyone who raises a concern or complaint in good faith, and we treat all reports confidentially in line with our policies and applicable laws. Concerns and complaints are reviewed by individuals who are not involved in the issues raised and who do not have a conflict of interest in the matter.