The foundation of our success has been our commitment to superior customer service, our efficient repair and claims process, and our outstanding support from our partners.

Computerized components, air bag modules and advances in vehicle construction make collision repairs more complex. At CARSTAR, we continue to raise the bar for quality with ongoing certifications and training. In fact, CARSTAR owners and staff must earn a required number of educational credits each year to retain their status in our organization. These courses include:

• Use of state-of-the-art equipment
• Repair techniques for today's vehicles
• Understanding insurance relations
• Technical skills training
• Improving customer service
• Enhanced administrative efficiency
• Improving production systems

In addition, CARSTAR personnel are encouraged to participate in courses sponsored by the Inter-Industry Conference on Collision Repair (I-CAR). This non-profit organization shares CARSTAR's commitment to improving the quality, safety and efficiency of auto collision repair.

Concordia CARSTAR Collision conducts a Management Meeting and a Staff meeting each month.

The purpose of these meetings is to ensure that all aspects of Concordia CARSTAR Collision's policies and procedures as outlined in our Code of Ethics and Mission Statement.

During these meetings, all customer satisfaction survey responses are reviewed and interim rankings of satisfaction and production results are compared to CARSTAR's 83 franchise locations. These meetings encourage staff feedback and participation regarding day-to-day operations of the business. It allows management to modify operations to meet its corporate objectives.

MISSION STATEMENT

"We Exist to Serve"

• We exist to serve our customers - the driving public.
• We exist to serve the insurance community by fostering relationships towards our mutual success
• We exist as human beings to serve each other.
• If we serve well, we believe each of us will be appreciated, respected and rewarded with satisfaction and prosperity beyond our reasonable needs.

CODE OF ETHICS

Concordia CARSTAR Collision will:

• Strive to make all repairs safe and secure for the motoring public.
• Provide all customers with a thorough and complete itemized invoice, listing all parts and services provided, and the costs thereof.
• Warranty our work in writing and stand by the warrant’s intent
• Meet or exceed the requirements of CARSTAR Canada and operate a progressive business that provides an excellent product at a fair price.
• Understand that human beings who dedicate their professional lives to the repair of damaged vehicles deserve ongoing efforts to improve safety in their workplace.
• Promote and support ongoing education and training at all levels for all employees
• Work to add value to the lives of all people who we meet through our business
• Agree to improve proper legal, ethical, and environmentally sound work practices
• Support equal opportunity for all
• Act responsibly in the business community to protect its fragile environment