Letter Acknowledging Receipt of a Complaint
Our client
The Police Ethics Commissioner
Our Mission
Simplify and make more personable the two letters and two informational documents sent to complainants, in order to better fulfill the Commissioner’s social mission and to improve the efficiency and productivity of a small team with limited resources.
Through training and coaching, transform the organization’s culture to make it more flexible and responsive to the needs of its various target audiences.
Results?
A 16% decrease in the number of calls
A dedicated team!
A 16% decrease in the number of calls
The Commissioner’s office receives an average of 1,800 complaints per year against police officers and other law enforcement officers. By revising just two letters and two informational documents, the number of phone calls and requests for consultations from complainants dropped by 16.2 percent—even as the number of complaints increased!
Thanks to the support of the experts atEn Clair, my entire team is motivated, confident, and ready to wage war on unnecessary complexity!
— Marc-André Dowd, Esq., Police Ethics Commissioner
Clear and Helpful Messages
1. We focused on the primary communication goal: “to prompt action.” How? By emphasizing in the subject line and in a subtitle that information must be submitted by a certain deadline.
2. We have clarified the consequences of missing the deadline: the complaint will be rejected . This message is intended to prevent the frustration that would result from a failed process.
3. We highlighted the secondary communicative objective: “to inform the complainant of the possible decisions following the review of their complaint.” This information was originally part of a multi-page informational document attached to the letter.
Learn more
Read our blog post on this topic! The Commissioner himself, Marc-André Dowd, shares several testimonials there.
Where should we start?
It's easy. Every client started by just having a chat with us.