Equity’s Service Standards Policy expresses our commitment to delivering optimum service to members and others who interact with the Association.
In interacting with Equity staff, if you have concerns about the service you are receiving, please ask to speak with the staff member’s supervisor to discuss your concerns. They will provide you with contact details.
All persons dealing with Equity should expect:
Everyone who contacts Equity should expect to be dealt with in a polite and professional manner.
Staff may not immediately know the answer to every question you may have. However, they should endeavour to connect you with the right person to get the answer you need. Staff may ask you questions to understand your needs and determine the best way to offer assistance. You can help us by being as specific as possible and communicating the pertinent information.
Due to the volume of work, it is not possible for all requests to be dealt with immediately. Staff must make decisions about priorities based on a number of competing workplace priorities. Additionally, your request or question may take time to research.
Unless it is an emergency, it may take at least 48 hours to hear back from any staff person. During holiday periods this time may be even longer.
If leaving a voicemail please speak clearly and leave enough information that your message can be directed to the staff member best suited to help you.
If you have not received a response to your call or email within two weeks, please contact us again.
Equity’s staff dealing with members and others should expect:
Equity’s staff should expect to be dealt with in a polite and professional manner.
Aggressive tone or language will not be tolerated and may be cause for filing a formal complaint under Equity’s Bylaws.
Priority of service is given to members, engagers, and non-members–in that order.
Being clear and specific about your reason for contacting Equity helps staff to determine how urgent your needs are and who can address them.
All requests will be dealt with according to the four levels of priority explained below:
The following urgent or emergency incidents are our first priority and take precedence over any other requests:
Emergency support is available outside of regular work hours. Callers should follow the “in case of an emergency” prompts when calling the Equity office.
Inappropriate behaviour can be reported online through the form found here.
If requested, one of Equity’s Respectful Workplace Advisors will get back to you within 48 hours.
If you are in a situation that is immediately unsafe, call 911.
Important priorities include:
This category includes inquiries of a general nature or activities that either have no deadline or fixed date or when that date is significantly in the future. Equity will respond as quickly as possible, though please allow up to two weeks. If you have not had a response during that time period, please follow up.
This category includes calls or requests that have to do with information or services not provided directly by Equity. This would include information about talent agents, casting directors, other unions or associations, and other service providers, like The AFC or PAL. In these cases, we will do the best we can to offer helpful information.
Anyone interacting with Equity that feels the Association did not meet its responsibilities in these areas can file a complaint.
If you are not satisfied with the quality of service that you have received, please email the department head directly from the Contact Us page or email servicestandards@caea.com indicating whom you spoke with and the nature of your concern.
If you are still unsatisfied, you may file a complaint by clicking *here* or the button below.
Complaints against Equity staff are confidential. They are reviewed by the Executive Director for review and action. A complaint against the Executive Director is referred to Equity’s Council for review.
You will be advised about the progress of your complaint, that it has been received, when it is under review, and about its outcome once the review is complete.
Have questions or need more information?
Contact UsNational Office
44 Victoria St, 12th Floor
Toronto, ON M5C 3C4
Phone
416-867-9165 (local)
1-800-387-1856