Escalated Issues and Complex Problems

When to Escalate Your Issue

Some situations require additional attention from our escalation team. This team handles complex problems that don't fit standard processes.

What Qualifies as an Escalated Issue

Contact the escalation team for:

• Issues not resolved through normal channels
• Problems affecting multiple departments
• Time-sensitive matters requiring immediate attention
• Complex situations needing senior staff review
• Conflicts or disputes needing mediation

Who to Contact

Iroshi De Fonseka at [phone] or [e-mail]

Matthew Dandan at [phone] or [e-mail]

Before You Escalate

Try these steps first:

1. Contact the appropriate department for your issue type (billing, P&I, etc.)
2. Give the department 2 business days to respond
3. Follow up if you don't receive a response
4. Contact the department supervisor if the issue remains unresolved

When to Skip Standard Channels

Contact the escalation team directly for:

• Safety concerns
• Urgent client needs
• Service disruptions affecting immediate care
• Regulatory or compliance issues

What Information to Provide

When you contact the escalation team, include:

• Detailed description of the issue
• What you've tried already
• Who you've contacted
• Relevant dates and deadlines
• Supporting documentation
• Why this needs escalation

Response Timeline

The escalation team reviews all issues within 1 business day. Resolution time varies based on complexity.

Escalation Process

1. You submit your escalated issue
2. The escalation team reviews and assigns ownership
3. An escalation specialist contacts you within 24 hours
4. The specialist coordinates with relevant departments
5. You receive updates throughout the resolution process
6. The team confirms resolution with you before closing the issue

After Escalation

If your escalated issue resolves a system problem, the team may implement process improvements to prevent similar issues.

Need Help?

For questions about whether your issue needs escalation, submit a general request. Our team will assess and route appropriately.