62.0.2. The board of directors shall publish, on the order’s website, a service statement setting out its objectives with regard to its services and their quality.
The statement must specify the time frame within which services are to be provided and provide clear information on their nature and accessibility.
The board must also
(1) remain receptive to the expectations of persons likely to make requests or institute proceedings with the order;
(2) simplify the order’s service delivery rules and procedures to the greatest extent possible; and
(3) encourage the order’s employees to provide quality services and to collaborate in achieving the results targeted.