CLHIA-ACCAP

The purpose of the CLHIA Code of Member Service is to provide greater certainty and clarity in relation to the key dimensions of conduct expected of employees in pursuit of the Association's mission and in the service of member companies more generally. In serving its members, CLHIA employees are expected to conduct themselves in accordance with the following principles: CLHIA Code of Member Service Privacy and Confidentiality Consistent with CLHIA's privacy and confidentiality codes, to respect and take all necessary steps to protect: (i) the privacy of information on individual member company officers against unauthorized use or disclosure; and (ii) the confidentiality of member company information. Prudence To exercise rigorous stewardship of members' resources, both financial and human. Knowledge and Professionalism To demonstrate high standards of knowledge, technical competence and professionalism in dealing with members. Respect and Courtesy To treat all member company representatives with respect and courtesy. Responsiveness To provide proactive and responsive service which meets or exceeds the expectations of members. Discretion To exercise the utmost judgement and discretion with respect to information relating to members, including avoiding public utterances related to the affairs of members. Competitiveness To serve its members in a manner which supports and enhances vigorous competition within the industry and which is always consistent with and seen to be consistent with the Competition Act and other legislation which may be applicable to the collective activities of competitors. Fairness and Impartiality To serve the interests of members impartially, without favouring or being perceived to favour any member, and fairly, with careful attention to inclusiveness and representational balance. A Message from the President and CEO Board of Directors Review of the Year's Results CLHIA Code of Member Service Members CLHIA Officers Chair's Message

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