Mission, vision and values
To provide outstanding dispute resolution service to Canadian consumers, telecommunications and television service providers, and always to adhere to our core values and Performance Standards
We are a dynamic organization that adheres to the best principles of customer service in resolving disputes independently, fairly, effectively and efficiently.
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.
Accessible — All consumers, including those with disabilities, can reach us easily and make use of our processes.