SMSRC Client Experience Feedback Form

Privacy Notice

How We Use and Protect Your Information

We respect your privacy and protect the information you share with us. The personal information is collected under the authority of section 4 of the National Defence Act and in accordance with section 7 of the Privacy Act. Collection of personal information is described online in the DND/CAF chapter of Info Source – DND PPU 880.

Why We Collect Your Information

If you are giving general feedback, you don't have to provide personal details that may reveal your identity. If you submit a formal complaint, we will ask for personal information (e.g. name and contact details) so we can follow up with you. Your information helps us understand and resolve your concerns.

When Your Information May Be Shared

We keep your information private. However, in certain situations, we may be required by law to share it, for example:

• If there is a serious and immediate risk of harm (e.g., suicide or violence)
• If a child may be in need of protection
• If ordered by a court (e.g., subpoena, legal proceedings)

How We Use Your Feedback

We may use your feedback and personal information to:

• Review and understand your feedback
• Assess and investigate issues
• Review relevant information
• Make recommendations to improve our programs
• Help shape future services and resources

Respectful Communication

We are committed to respectful, transparent communication. We do not respond to messages that include:

• Aggressive or abusive language
• Threats
• Profane or obscene content

Please keep your feedback respectful and relevant.

Your Rights

Providing your information is voluntary. You can ask to access or correct your personal information under the Privacy Act. If you have concerns about how your information is handled, you may contact:  Office of the Privacy Commissioner of Canada

Process Steps

If you request to be contacted, an SMSRC team member will reach out using your preferred method (phone or email) at the day and time you selected in the Client Experience Feedback Form. If no preference was provided, we will contact you within two (2) business days. The team member will talk with you about what you shared and may ask for more information to better understand your concerns, if this is the case. Most issues are resolved within ten (10) business days.

Depending on the issue you raised, your feedback or complaint may be referred for further review. More complex issues may take longer to resolve and may need action at a different level. In these cases, it may take up to thirty (30) business days to complete the process.