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Service Standards (updated April, 2014)

The Service Standards Policy:
Service Standards are an important way for Canadian Actors' Equity Association (Equity) to ensure the delivery of optimum service levels while also providing realistic expectations. Equity's Service Standards policy identifies specific priorities regarding inquiry response times and procedures. Read the Service Standards policy here.
The Service Standards Complaints Process:

Equity always strives for the highest-quality service. However, if you feel that have not received appropriate service, Equity urges you to file a Service Standards complaint.

  • Step 1: You may ask for an issue to be transferred to a staff member's immediate supervisor for a resolution.
  • Step 2: If you remain unsatisfied after speaking with a supervisor, members are encouraged to file a Service Standard complaint by sending an email to Elona Naqo, Executive Assistant, at Please include your First and Last Name, your Equity member number, and a detailed description of the issue.
  • Step 3: Once received and reviewed, you will be advised of the outcome of your enquiry.

PLEASE NOTE: An official Service Standard complaint must be received via email or in writing to Equity's National office. You are welcome to contact Elona Naqo, Executive Assistant, by phone at 1-800-387-1856 ext. 223 (416-867-9165 in Toronto) - but please ensure that your complaint has also been submitted either in writing or via email.

Equity's Service Standards policy clearly addresses the following important questions:

  • What should a member be able to expect?
  • What should an engager expect?
  • Does every request have the same importance?
  • What criteria does Equity use to determine whose question is answered first?

To view Equity's "Accessible Visitor Service Plan", please click here.

Email for more information or to address a service issue or complaint.

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