Customer Service Standards

Our Mandate

International Credential Evaluation Service (ICES) will provide individuals possessing educational credentials from outside BC or Canada with accurate, equitable, affordable, and reliable evaluations of their educational documents. (Per the Alliance agreement: General Guiding Principles for Good Practice in the Assessment of Foreign Credentials)

Using well-established evaluation methodologies, ICES evaluates the credentials of people who have studied in other provinces or countries and determines comparable levels in BC and Canadian terms. The results of an ICES assessment are provided in evaluation reports (Basic and Comprehensive) that are objective, consistent, and reliable. ICES is the government mandated service in British Columbia but serves the interests of all foreign trained applicants throughout Canada.

Quality Service Standards

	We will:
Excellence	Ensure quality service and deliverables that meet or exceed the expectations of the customer. Take initiative wherever possible to continually improve service.
Timelines	Meet all dates and deliverables as agreed to.
Communications	Advise the customer of issues or problems that affect deliverables.
Responsiveness	Respond to fax, email, telephone, and in-person inquiries within two business days.
Accessibility	Provide choices of products, services and delivery methods, where possible and applicable.
Commitment	Be courteous, respectful, responsible and professional at all times.