Resources
Feedback & Complaints
A formal, time-bound process for service complaints, plus an open channel for compliments and suggestions. Every complaint gets a written outcome.
Response time
Acknowledged in 2 business days
Hours
Mon–Fri, 8:00 AM – 6:00 PM EST
Emergency line
+1 (647) 360 5545Written support
info@aplisglobal.comScope
What This Desk Handles
Service complaints
Missed timelines, repeat visits, poor workmanship, communication failures or billing handling.
Conduct complaints
Behaviour of employees or contractors on site, including professionalism and respect.
Process complaints
Policies or procedures that produced an unfair or unreasonable outcome.
Compliments
Recognition for staff and contractors — these feed directly into performance reviews.
Suggestions
Ideas for building improvements, service changes and portal features.
External escalation
Where we cannot resolve it, we tell you which regulator or tribunal can review it.
How It Works
The Process
- 01
Stage 1 — Desk review
The owning desk responds within five business days with an explanation and remedy.
- 02
Stage 2 — Manager review
Unsatisfied? A regional manager reviews the file and responds within ten business days.
- 03
Stage 3 — Director review
Final internal review by a director, in writing, within fifteen business days.
- 04
Remedy
Remedies may include rework, credit, policy change or a formal apology.
- 05
External review
If still unresolved, we set out the external body that can consider your case.
Commitments
Service Levels
- Acknowledgement
- 2 business days
- Stage 1 outcome
- 5 business days
- Stage 2 outcome
- 10 business days
- Stage 3 outcome
- 15 business days
Have this ready
- What happened, with dates
- Reference IDs of related requests
- Who you dealt with, if known
- The impact on you
- The outcome you are seeking
Direct Lines
Reach This Desk
Questions