Customer Service Policy
Service Standards and Client Commitment Policy
At Reset Road, professional conduct, responsiveness, and respect guide every interaction. This policy outlines the service standards and commitments provided to all individuals, employers, and partners who engage with our services.
Availability and Responsiveness
Phone access is available twenty four hours a day, seven days a week. Calls are answered live whenever possible. If a call is missed due to an active session or another call in progress, a return call will be made within eight hours or less. Voicemail messages are monitored consistently to ensure timely follow up. Email and secure message inquiries are reviewed daily and addressed as promptly as possible.
Professional Conduct
All services are provided in a professional, courteous, and respectful manner. Interactions are conducted with clarity, neutrality, and adherence to applicable professional standards. Communication remains focused on regulatory requirements, process clarity, and accurate information delivery.
Timeliness and Follow Through
Evaluations, documentation, and required communications are completed without unnecessary delay. Coordination with employers, third parties, or service providers occurs only with proper authorization and in accordance with regulatory standards.
Respect and Fair Treatment
Every individual is treated with dignity and respect regardless of background, employer status, violation history, or referral source. Services are delivered without judgment, bias, or assumptions. Clear explanations are provided to ensure understanding of the process and requirements.
Clarity and Transparency
Clients are informed of service steps, expectations, and responsibilities in a clear and straightforward manner. Written documentation is provided when required or appropriate. Questions are encouraged, and responses are delivered in plain, understandable language.
Scope of Services
Reset Road provides SAP services strictly as defined under Title 49 of the Code of Federal Regulations Part 40. Services are limited to conducting initial and follow up evaluations, issuing written recommendations, reviewing compliance documentation, and making return to duty and follow up testing determinations as required by federal regulation.
Reset Road does not provide counseling, therapy, treatment, education services, nor mental health services of any kind. No therapeutic relationship is established, and no treatment is delivered, supervised, or managed by Reset Road.
Reset Road does not own, operate, manage, or control any education or treatment program and does not receive compensation or benefit from referrals.
Policy Updates
This policy may be updated periodically to reflect regulatory changes or operational improvements. The most current version will always be available on the website.
By engaging with services, clients acknowledge and understand the standards outlined in this policy