Member Complaint Policy

Enable Association, Inc. (“Enable”) tries to be responsive to its members (the “Member(s)”) by quickly and fairly addressing any concerns or complaints, the Member may have. Enable recognizes a Member's right to make a complaint about the conduct of Enable's operations, services, staff, or third-party vendors, where the Member's interests appear to have been affected. The purpose of the Complaint Resolution Policy is to protect the Member's rights, including the right to comment and complain; provide an efficient and fair process for resolving Member complaints; and to monitor complaints in an effort to improve the quality of operations and services Enable provides. This policy will provide Enable an opportunity to provide service and satisfaction to dissatisfied clients and Members; ensure a consistent method of management; monitoring, and reporting of complaints; and identify areas that need improvement.

Complaint Process:  Members should initially direct their concerns to Customer Service Email: info@enableassociation.com.  If not satisfied the member may file a complaint in writing, utilizing Enable’s website contact form found here: https://www.enableassociation.com/contact-enable .

Response to complaints:  A Member Complaint Ticket will be opened for each complaint and all complaints will be logged into Enable's complaint log. Enable’s representative (a “Customer Service Representative”) will attempt to resolve the complaint within the first contact, when possible, and will respond to the Member's concerns within seven (7) business days of the initial complaint. At the time of the first contact, Customer Service Representative will inform the Member if more time will be needed to research the complaint.

Unresolved Complaints:  If the complaint is still unresolved after communication with the Customer Service Representative, or if the initial complaint is not addressed in a timely manner, the complainant may contact the Customer Service Representative’s manger (a “Customer Service Manager”). The Customer Service Manager will then contact the Member and endeavor to resolve the complaint within three (3) business days after being contacted.