Code of Service

The Burgoyne Group is committed to meeting the service requirements of our clients through our code of service.

Processing of Assignments

Upon acceptance of an assignment, our clients receive an acknowledgement of the instruction detailing the terms of engagement and identifying the scientist, engineer, or fire investigator responsible for the work.

Our code of service requires that we respond promptly to the instructions received from our clients. We communicate our findings in a timely manner to our clients and recommended further work as needed. Additional work is progressed only with the agreement of the client.  These initial communications are normally conducted by telephone within 24 hours of (or on the next working day following) the initial scene inspection. 

At the request of the client, we can provide written preliminary advice within seven working days of the initial site visit. At the request of the client, a final report will be prepared on completion of the project. When possible, reports including color photographs and appendices will be issued in electronic format so they may be readily forwarded by email, unless an alternative method of reporting has been requested by the client. 

Charges

Fees are normally charged on an hourly basis. The fee rates are subject to annual review. Details of the current rates are available on application.

Where the scope of the inquiry required in a particular case can be identified precisely with the client at the time of instruction, we can provide a firm cost quotation to carry out the investigation. If, during the course of an investigation, it becomes necessary, because of technical considerations, to carry out additional work, we shall seek immediate authority from the client to carry out the further work.

Disbursements attributable to the investigation are charged in addition to the professional fee.

Complaints

Any complaint arising from the service received by a client in respect to a particular investigation may be addressed to the relevant scientist, engineer, or investigator. Alternatively, any complaint may be directed to the President of Burgoyne Incorporated. Any general comments concerning the service and operation of Burgoyne Incorporated should also be directed to the President.