Our Fairness Pledge

• Our fairness commitment is based on service that is responsive, consistent, and impartial.
• Our actions must reflect objective yet considerate application of the law.
• We recognize that our clients have specific needs and concerns.

• We will give our clients information that is accurate and understandable. We will explain the laws in language that is plain and clear. We will provide all our services in English and French and, in some cases, other languages too.

• We will advise our clients of the time it will take to provide the requested service. We will strive to meet that time, and we will continually work toward improving our response time.

• We will apply laws consistently and equitably. While each situation is unique, we will ensure our clients are treated equally under similar circumstances.

• We will provide our clients with review processes that are accessible, transparent, and impartial.

• We understand that every client has specific needs and concerns. We will endeavour to provide relief when circumstances warrant.

• We will act in the interests of our clients according to our role under the law. We will inform our clients of their rights and obligations under the law, and will ensure that they are aware of the credits, benefits, and overpayments available to them.

• We recognize that our commitment to being fair requires a continuous effort. We will measure, maintain, and enhance our commitment to fairness. We will report annually to Parliament and the public on our fairness achievements.