Service Commitment FAQ

  • What is a service commitment?

    Our service commitment is our pledge to our stakeholders that when dealing with Measurement Canada staff you can expect fair treatment, coherency, impartiality, accountability, responsiveness and accuracy. It is our commitment to the delivery of quality services.

    Why is it important?

    The relationships we have with our clients and stakeholders are critical to Canadians receiving fair and accurate measurement during the thousands of trade measurement transactions that occur daily. We are committed to putting our clients first, providing exceptional service and achieving the best outcomes we can.

    Dedication to the delivery of quality services through our interactions with device owners, energy utilities, authorized service providers, consumers, industry and associations on a regular basis is imperative.

    Our services are essential to the fair and competitive operation of the marketplace, and we strive to help our stakeholders ensure their clients and customers receive fair and accurate measurement.

    How is this different from our values?

    Values are the set of guiding principles and fundamental beliefs that help Measurement Canada function together as a team and work toward a common business goal. Values are what support Measurement Canada's vision, shape the culture, and reflect what is important to us.

    Service Commitments are our commitment to device owners, energy utilities, authorized service providers, consumers, industry, associations and other stakeholders that guide how we deliver our service. They inform stakeholders about the level of service they can expect from Measurement Canada and allows us to monitor our performance.

    What is meant by Fair treatment?

    Fair treatment means that we will treat people fairly. We will work together in a spirit of openness, honesty, transparency and respect by providing services where information is shared openly, and where needs and requests are fully explored, cooperation is assumed and privacy is upheld.

    What is meant by Coherency and impartiality?

    Coherency and impartiality means that we will respect the rule of law and carry out our duties in accordance with legislation, policies and directives in a non-partisan and impartial manner while being politically neutral whilst performing our official duties.

    What is meant by Accountability?

    Accountability means demonstrating behaviours that reinforce the concept of acting with a strong ethical compass to guide all our work and continually improving the quality of our policies, programs and services. If a mistake is made, telling the truth, accepting responsibility for our conduct and taking every possible step to prevent its reoccurrence.

    What is meant by Responsiveness?

    Responsiveness means providing timely, efficient and effective services. For services where a fee is charged, it also means providing the service in accordance with published service standards. Our service pledges guide overarching service excellence in the context of scheduling and administrating services in a timely manner.

    What is meant by Accuracy?

    Accuracy means having another Measurement Canada employee review our work and provide input, if required and consulting policies, procedures and learning manuals to achieve results.