Declaration of client services

 

Our commitments

Effectiveness and responsibility

The SAJE undertakes to offer tools that foster the business success of new entrepreneurs.

  • The SAJE offers top-of-the-line consulting services to guide the client effectively.
  • The SAJE provides information in a clear, comprehensible way, so the client can understand and internalize it.
  • The SAJE offers training programs based on the entrepreneurial competencies required for today’s world.
  • Delivering services adapted to our clients’ needs: classes, workshops, advice, etc.

Ethics

The SAJE undertakes to offer objective, egalitarian services to all clients.

  • The employees will not show any discrimination with regard to the files processed./li>
  • The employees will be honest with every client.
  • The employees undertake not to profit directly or indirectly, in any way whatsoever, from privileged information obtained through meetings with entrepreneurs.

Project confidentiality

The employees are aware of the need to protect the confidentiality of all information exchanged in meetings with the entrepreneurs and they agree not to disclose it without the entrepreneur's authorization.

Confidentiality of personal information

  • The employees agree to meet with clients in a place conducive to private conversation.
  • The employees agree to use only the information required for the execution of their duties. The client’s authorization is required for any transfer of information, to a partner, to the media or to any other person or organization.

Transparency: publishing our results

  • The SAJE undertakes to post its “Declaration of client services” on its homepage and to publish its DCS results in its annual report.
  • The SAJE undertakes to publish an annual report on its activities.

Listening: ascertaining your satisfaction

The SAJE undertakes to ascertain the satisfaction of its clients and partners in order to adjust its methods and offer the best possible service. The consultations will be conducted by written questionnaire, by phone or by direct contact.

 

Response time

The SAJE undertakes to meet the following response times :

Phone

Maximum wait time before speaking to an information agent : 2 minutes during office hours, based on agent availability.

Response time after leaving a message : 48 working hours. If we cannot respond within this time frame, we will say in the message when we will be able to respond.

Email/Fax

The time frame for receiving a response to a letter sent by email or fax: request processed within 5 business days of receipt of the letter. If we cannot respond within this time, we will inform you when we will be able to respond.

Email

Acknowledgement of receipt sent within 2 business days of receipt of the message. If we cannot respond to your request within 5 business days, we will inform you when we will be able to respond.

Online registration form

  • Business start-up : 5 business days between receipt of form and initial contact.
  • Self-Employment Support Measure : File will be opened within 2 working days of receipt of all required documents. A consultant will make telephone contact within 5 business days of opening the file.
  • Growth Management : Initial telephone contact within 48 hours of receipt of email or phone message.

Counter reception

A receptionist is available from 8:30 to noon and from 1 to 4:30 p.m. on business days on the 3rd or 5th floor. Reception is offered in English and in French.

 

To download the complete Declaration of Client Service, click here.

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