Information Collection and Use
Altman and Martin will not sell, share, or rent information collected on our web site without the user’s prior consent or in ways that would be different from those disclosed in this Privacy Statement. Altman and Martin may collect information from our users at several different points on this web site and is the sole owner of the information collected.
When a user sends an e-mail to our law firm by clicking an e-mail link on our web site, we will collect the name and the e-mail address of the user, the name and e-mail address of the attorney and the date when the e-mail was sent. (We collect this information so that we can follow up with the user about his or her experience in contacting that law firm or attorney.) The content of the e-mail will not be collected or tracked in any way and will be treated as confidential and protected by the attorney-client privilege between the user who initiates the e-mail and the law firm or attorney to whom it is addressed (the “Confidential Information”). Information that otherwise would qualify as Confidential Information will not be treated as Confidential Information if the user also provides such information directly to Altman and Martin
We may use a user’s IP address to analyze trends, administer the site, track a user’s movement, and gather broad demographic information for aggregate use. IP addresses are not linked to personally identifiable information.
We may share aggregated demographic information with our partners and advertisers. This is not linked to any personal information that can identify any individual person.
This web site contains links to other sites. Please be aware that Altman and Martin is not responsible for the privacy practices of such other sites. We encourage our users to be aware of when they leave our site and to read the privacy statements of each and every web site that collects personally identifiable information. This privacy statement applies solely to information collected by this web site.
Updates to the Sites
If a user wishes to receive updates of materials listed on our site, we ask for contact information such as his or her e-mail address.
Altman and Martin takes every precaution to protect our users’ information. When users submit sensitive information via our web site, their information is protected both online and off-line. All of our users’ information, not just the sensitive information mentioned above, is restricted in our offices. Only employees who need the information to perform a specific job (for example, our customer service representative) are granted access to personally identifiable information. All our employees are kept up-to-date on our security and privacy practices. Our employees are notified and/or reminded about the importance we place on privacy, and what they can do to ensure our customers’ information is protected.
Correction/Updating Personnel Information
If a user’s personally identifiable information changes (such as your zip code), or if a user no longer desires our service, we will endeavor to provide a way to correct, update or remove that user’s personal data provided to us. This can usually be done by e-mailing the Altman and Martin.
Users who no longer wish to receive our news updates may opt-out of receiving these communications by e-mailing Altman and Martin with Opt-Out in the subject line and the E-mail address you are receiving e-mails in the body.
Notification of Changes
COMPLAINT RESOLUTION POLICY & PROCEDURE
Altman and Martin is committed to providing a professional, fair, efficient, courteous and helpful service to the public and a key aspect for achieving this is to promptly investigate and, where possible, resolve complaints about her service to the satisfaction of the customer.
Dealing with complaints effectively and efficiently is a core element of Altman and Martin’s customer service and reflects Altman and Martin’s commitment to service excellence.
This policy applies to the handling of all formal complaints submitted to Altman and Martin. For the purposes of this policy, a complaint is defined as any expression of dissatisfaction about the service/s provided by the Altman and Martin and/or about the professional conduct of Altman and Martinstaff, including any sub-contractors used by Altman and Martin.
Examples of the types of complaints are:
- Poor service or failure to meet promise/commitment
- A failure to follow policies, procedures or written instructions
- Mistakes/Errors by Altman and Martin personnel
- Unreasonable delay caused by Altman and Martin
- Wrong or misleading information provided to consumer
- A failure to provide explanations or give reasons for decisions
- Discrimination of any kind, inconsistency or lack of objectivity
- Inappropriate staff behavior, discourtesy, disrespect or rudeness
It is the policy of Altman and Martin to provide a complaint resolution procedure that is timely and responsive to consumers of our services.
- The compliant procedure will be timely and accessible to the consumer.
- All employees will welcome complaints with the understanding that our goal is satisfied customers.
- Where possible, all Altman and Martin staff should endeavor to resolve complaints at the first point of contact or knowledge of the complaint.
- Customers who remain dissatisfied after speaking to a Altman and Martin Employee should be offered the option of being transferred to Altman and Martin. If Altman and Martin is unavailable to take the call and/or the consumer would prefer to write in to complain, the Employee should provide the consumer with the company address details (email and/or postal address)
- Altman and Martin will always endeavor to respond to consumer complaints using the consumers preferred mode of communication. Where this is not specified, Altman and Martin will usually respond using the same mode of communication as the complainant has used to raise the complaint.
Step One: Upon the receipt of a complaint (all employees need to be sensitive to the idea that consumers may make a complaint in a variety of ways including phone calls, voice mail, email, or regular mail) the person receiving the complaint or becoming aware of a complaint will fill out the Company Complaint Intake Form, attaching a copy of any emails, letters, or notes from the voice mail, that will be helpful in providing a full picture to Altman and Martin.
- Contact the customer by telephone / email to acknowledge receipt of the complaint. Discuss the complaint with the customer and ask the customer how they would like the matter resolved.
- The Complaint Intake Form should be delivered to Altman and Martin as soon as possible, but in no event later than the end of two business days which the complaint came in or was discovered. The employee will provide the consumer with lawyers name and contact information.
Step Two: Altman and Martin will review the Complaint Intake Form and any documentation attached.
- The Complaint will be logged on the Company’s Complaint Log and Altman and Martin will determine if there is a need to notify any other parties about the complaint.
- If necessary, Altman and Martin will request additional information or speak directly with any employees involved to be sure Altman and Martin has all the necessary information (employee’s “side of the story” and surrounding circumstances of any other entities or parties involved) and respond to the party who made the complaint to the best of their ability and authority.
- The goal is to resolve any complaints as soon as possible. Depending on the nature of the complaint, Altman and Martin will contact the consumer by the end of the second business day from the Complaint Intake to acknowledge receipt of the complaint and update the customer with the status.
HOW MIGHT Altman and Martin RESPOND AFTER REVIEWING A COMPLAINT?
- An explanation
- Provision of a service, an additional service or a follow up service;
- A change of the initial decision;
- Confirmation of the original decision;
- Additional training for staff;
- A change in operational practice to try to prevent a similar event from occurring; and
- In some cases, a change in policy or practice.
Record Keeping and Reporting:
- copies of all documentation related to the complaint, such as the initial email, the Complaint Intake Form, notes, etc. will be held in the client’s file.