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Kelowna  

Road maintenance contractor AIM receives threatening messages

Threats, abuse for AIM Roads

Employees of AIM Roads' call centre are asking the public to keep complaints friendly, after receiving threats and abuse from disgruntled residents. 

Administration communication centre supervisor Lee-ann Brule says her team have been on the receiving end of verbal abuse, angry callers screaming and threats directed at road crews. 

"When I hired everybody I said well expect angry callers, but we didn’t think it would get this bad. It's call after call and it's constant and as the storms come in, it seems to be getting worse.

"It's not fun to be yelled at... we’re there as a service for the public to voice their complaints but in a nice way would be better."

Callers have even lied about medical emergencies, saying the ambulance was cancelled because they couldn't get up to their house. 

But Brule says when AIM Roads phone BC Ambulance, who they partner with to ensure emergency vehicles can always get where they need to go, they find out nobody has called for an ambulance from that address.

"The call centre is just doing their job to pass the information along," she says.

"We have no control over whether the foreman calls them back or not, once they get time. They've been so busy lately they haven't had time to sit down and make the callbacks they need to do, but we're just trying to keep the roads open and safe."

In a Facebook post on Jan. 11, AIM Roads reminded its followers to keep service feedback constructive and respectful. 

"Our employees do their best under very challenging conditions and deserve to be treated with dignity and respect. Use of profanity, yelling, threats and other abuse will not be tolerated. All calls to the Communication Center are recorded and logged.

Abusive calls will be terminated immediately. Threats to employees are forwarded to RCMP for investigation."

AIM Roads services South Okanagan and Okanagan-Shuswap, cover more than 4,000 kilometres of roads.



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