Mission, Vision and Values

OUR MISSION: To provide outstanding dispute resolution service to Canadian consumers and telecom providers, and always to adhere to our core values and performance standards

OUR VISION: We are a dynamic organization that adheres to the best principles of customer service in resolving disputes independently, fairly, effectively and efficiently

OUR VALUES:
We are:

• Effective : using appropriate processes for the dispute in question, we deliver fair resolutions in a reasonable time frame;
• Rigorous : we carefully analyze disputes, ensure that we fully understand the positions of the parties, and explain our outcomes clearly and logically;
• Competent : we understand technology issues, act professionally, and show good judgment;
• Unbiased : in keeping with our role as a completely independent arbiter of disputes, we take no side in any dispute;
• Fair : we assess the scale and scope of disputes, apply fair process appropriate to the nature of the dispute, and deliver balanced and reasonable outcomes when required to do so;
• Responsive : we understand the needs of the disputing parties, and work to resolve disputes in a manner that reflects and respects those needs; and
• Accessible : All consumers, including those with disabilities, can reach us easily and make use of our processes.

Approved by the CCTS Board of Directors on December 10, 2009